ANNUAL SOFTWARE MAINTENANCE PLAN:
The Semarca Corporation’s Software Maintenance Plan (SMP) includes unlimited telephone and online support for your MySAMS software questions. SMP subscribers will receive priority support, as well as a priority when requesting custom programming or other services through MySAMS Member Services. In addition, the SMP includes unlimited updates and enhancements to MySAMS for the duration of the SMP. The Software Maintenance Plan is calculated at 20% of the total modules and additional users’ licenses price.
Priority is given to inquiries submitted via MySAMS Member Services during the hours of 8:00 – 5:00 P.M. Central Standard Time, Monday through Friday. There is no limit to the number of inquiries and requests for support.
Telephone support for your MySAMS software questions from 8:00 to 5:00 P.M. Central Standard Time, Monday through Friday. There is no time or number of calls limit.
Unlimited updates for the duration of the SMP. Non-renewals or users not under the SMP will have an upgrade charge for all updates. The cost of such upgrades will be calculated by the following formula: Current annual SMP rate X number of months without SMP. For example, if the current annual rate for SMP were $1,000, the upgrade would cost $2,000 after a two-year lapse in SMP.
Software Maintenance Plan subscribers will receive priority support. SMP subscribers will also receive priority when requesting custom programming or other services.
The cost of the SMP will not increase more than the annual Consumer Price Index for the duration of the SMP.
Support on your system will be handled through a built-in file transfer protocol within the database. This will allow for the user to send individual tables or the entire database to Semarca’s Headquarters in a few easy steps. We also recommend using VNC to allow Semarca to have the ability to dial in to your database if necessary. This will give our representative access to your computer to fix problems or deliver programming changes. The inability to dial in to your system could delay or hamper our ability to quickly address your needs. Directions for installing VNC Software (a free program) are located in MySAMS Online Help .
Users not under the SMP will be billed at Semarca’s current hourly rate for support with a minimum charge of 15 minutes.
Corrupted databases or recovery of data due to operator error or use of unsupported networks. Windows NT, Windows 95/98, Windows 2000 and Novell Netware Version 4.xx or higher are the only networks supported by The Semarca Corporation. Hardware or operating system problems are not covered under this plan.
Changing hardware or networks. This also includes upgrading from Windows 95/98 to Windows 2000. Any time spent changing workstation configuration, custom reports, mapping, printer questions, etc. is billable.
Assistance with all custom reports will be billed at Semarca’s current hourly rate.
General training or support for other applications.
Programming changes, program modifications and custom reports.
As a subscriber to the SMP, your organization will always have the latest, fastest and most trouble-free software available. This plan delivers significant value for the cost.