Service & Maintenance
Rescentris provides two levels of support/maintenance:
- Standard Maintenance and Support
- Gold Maintenance and Support
Support Packages
STANDARD MAINTENANCE, UPGRADE AND SUPPORT PACKAGE
• $250 Academic per seat annually or $350 Commercial per seat annually
• Version upgrades of currently licensed software components, when and if available, for duration of term
• Unlimited support requests regarding use of the standard central production server and its clients
• 8 hours of remote professional services (i.e.: webcast training, installation, upgrades, configuration)
Optional support Items Purchased (requires Standard Support)
• Additional server support – $500 annually for each additional server on which CERF is installed
• Chemistry Module license renewal – $60/chemistry enabled user license
• Automation Client support – $250 annually per system
• AD/LDAP(S) or other custom authentication login technique support – $500 annually per system
• Oracle or SQL Server database connection support – $500 annually per system
• CERF server and client source code escrow service with Iron Mountain – $500 annually for the system
• Annual CERF server metrics analysis report and tuning – $500 annually per server
GOLD MAINTENANCE, UPGRADE AND SUPPORT PACKAGE
• $350 Academic per seat annually or $475 Commercial per seat annually
• Includes all features of the Standard Support Package plus the following:
• One additional CERF server license to be used on the system for production, development, or testing for
installations that exceed 25 seats, plus support for this server. Includes standard installation
• One additional CERF server license for production, development, or testing purposes for each additional
block of 50 seats, plus support for these servers. Includes standard installation
• Rescentris Automation Client License, 1 Automation Client seat and annual support for these items
• AD/LDAP(S) or other non standard authentication login technique annual support for the system
• Oracle or SQL Server database connection annual support for the system
• CERF server and client source code escrow annual service with Iron Mountain
• CERF server diagnostics, metrics analysis report and tuning, once annually for each server supported
• Additional 4 hours of remote professional services for each block of 25 seats (i.e., webcast training,
installation or configuration)
• 25% Discount on customization and additional professional services, including on-site services
Rescentris Support Notes
Pricing and content of support packages are subject to change. Rescentris will provide at least 90 days notice of such changes to any customer with a support plan.
Travel time and expenses for onsite services not included.
Professional Services and Trainer daily rate: $1,500/day academic, $2,000 commercial
Development Services daily rate: $2,000/day
Travel Time is charged at a rate of $50/hr
Support package details may differ from above for eCERF and free trial customers.
*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.
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.
