| |
| Service/Maintenance |
| Training |
| Customization |
| eCERF Trial |
|
|
|
Service & Maintenance
Rescentris provides two levels of support/maintenance:
- Standard Maintenance and Support
- Gold Maintenance and Support
Support begins as soon as the software is installed, but most end users do not use it prior to implementation and training.
Standard Maintenance and Support Package includes on an annual basis:
- Version upgrades of all currently licensed software components for duration of term
- 10 Business hours, end-user or CERF Site Admin service calls that generate service cases*
- 1 additional business hours, end-user or CERF Site Admin service call per 5 seats
- 3 After hours “emergency” service calls that generate services cases*
- 8 Hours of offsite Rescentris Professional Services, i.e., training, configuration, server adjustments
- 10GB of Iron Mountain Digital Archive Service
- Support and maintenance of MySQL database.
Gold Maintenance and Support Package includes on an annual basis:
- Version upgrades of all currently licensed software components for duration of term
- New CERF core components as they become available, for as long as Gold Support is maintained
- Up to 2 additional CERF server licenses for development/test purposes
- Unlimited business hours, CERF Site Admin service calls that generate service cases*
- 15 Business hours, end-user services calls that generate a service case*
- 1 additional business hours end-user service call per 2 seats
- 5 After hours “emergency” service calls that generate service cases*
- 16 Hours of offsite Rescentris Professional Services, i.e., training, configuration, server adjustments
- 20GB of Iron Mountain Digital Archive Service
- Rescentris Automation Client, 4 automation client seats, and updates for duration of term
- Configuration of LDAP or other supported login technologies
- Support and maintenance of MySQL database
- Support (but not maintenance) for MS SQLServer and Oracle database if requested
- 15-25% Discount on customization and Rescentris Profesional Services
- Up to 4 read-only seats on SaaS eCERF server for hosting data outside customer firewall**
- Optional Iron Mountain Source Code Escrow Service**
*Note: A service call may be submitted to Rescentris Customer Service by telephone or e-mail. A service call may represent a support or a training issue that results in a case number being generated. Reporting a software defect, recommendation for product enhancement or minor requests, e.g., for login credentials, etc. are not considered service cases.
**25 CERF License Minimum.
Support package details may differ from above for eCERF customers.
Support packages may also be customized to meet particular customer’s needs. Contact Rescentris for details.
Rescentris excels at service, and CERF customers report they are extremely pleased with our service and our response times, both to acknowledge and to address issues and requests.
|
Situation
|
Response
|
|
Standard message (phone/email)
|
Respond within two hours during normal business hours; usually a phone call or email, often followed by a webcast or, for a technical issue, instructions on how to automatically submit client user logs.
|
|
Standard message (technical)
|
If technical (developer or systems expert) personnel are required, we will respond quickly to set up a conversation with appropriate personnel by the next day.
|
|
Urgent message
|
Substantial effort to respond in less than two hours during normal business hours.
|
|
Off hours
|
If emergency support is included in your contract, we are always on call for emergencies
|
For large projects we partner locally for extra support. The CERF partner network allows us to work with the best resources to provide complete solutions for our customers.
Client Internal Resources
Customers should anticipate the following internal resource requirements:
Small Installations (<100 users)
-
Small installations rarely require dedicated staff.
-
A single manager, often a biologist or project manager who is comfortable using a computer, is specified as the CERF System Administrator.
-
This person spends considerably less than 25% effort to maintain CERF including five hours of effort per week on general CERF activities plus 1-2 additional hours required during system updates.
-
Responsibilities include monitoring the system, printing reports, adding or modifying workgroups users and business policies, and answering questions or directing users to talk with us.
-
With the administrative web client, there is no role for IT or DBAs to support the system other than routine testing and ensuring that backup and disaster recovery systems are functioning.
Large Installations (>100 users)
-
Large implementations frequently require a ‘CERF expert’ who receives several hours of training and dedicates up to 50% of time to CERF.
-
The ‘CERF expert’ takes responsibility for internal training, is the first line of internal support, hosts regular user group meetings, and manages all communications with Rescentris, including organizing meetings, training, planning for upgrades, and providing user feedback and requests for future releases.
-
One large customer (800 licenses, 250 deployed) has also identified a ‘CERF system administrator’ who dedicates less than 10% of effort to CERF.
|
|
"...one of the amazing things about Recentris for us has been that they are very responsive to requests, and suggestions of things to be changed. They listen to their customers, and do their best to improve their product."
|
|