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HigherGround' <br />SUPPORT AND MAINTENANCE <br />HigherGround offers different maintenance plans to fit the needs of our clients. Our standard <br />maintenance plan states that our contractual obligation is a one hour remote response time during <br />normal business hours (8am - 6pm) and a 4 hour remote response time after normal business hours <br />which includes weekends and holidays for software issues. However, we can usually respond remotely <br />within minutes of the proper notification and approximately 95% of the issues can be handled remotely. <br />4 Alarm monitoring. Your system automatically identifies hard -to -detect, suspicious activity or <br />system outages that threaten uptime and sends alerts to you or HigherGround. It's your choice. <br />Over 300 software and hardware alarm items are monitored to detect problems with outages, <br />phone networks, hardware and/or software. <br />4 I'm Alive notification service. This unique feature calls HigherGround nightly to say "I'm Alive." <br />If your system doesn't call, we call into your system, contact the designated onsite manager, or <br />send out a technician, and .in most cases, we fix the problem before you know there is one. <br />-� Voice support with access to our certified technicians for troubleshooting and consultation on <br />telephone systems, software systems, and integration issues. HigherGround is committed to <br />helping you achieve the highest efficiencies from your telecommunications investment. And, if <br />necessary, HigherGround will make our own program engineers available to answer any <br />questions you have. Our mission is to keep you up, running and efficient. <br />4 Software Remote Access: During the contracted hours (Business Day or 24 Hour), <br />HigherGround will respond to alarms, missed "I'm Alive" notifications and trouble reports opened <br />via phone or e-mail. We will respond by either connecting to your system remotely or speaking <br />with you as appropriate. We will perform routine software maintenance and scheduled software <br />updates during the Business Day. We will perform emergency software maintenance or repair <br />during the contracted hours. We require that you provide remote access to your system using a <br />modem or the internet and that you enable the delivery of alarms to HigherGround via modem or <br />e-mail in order to facilitate software support. <br />➢ Hardware Advanced Replacement <br />HigherGround will provide advanced RMA replacement of defective or failed hardware from your <br />original recording system or subsequent upgrade to your system. We will ship replacement <br />hardware within 1 business day of determining the original hardware is defective. We will work <br />with you remotely during the contracted hours to install and configure the replacement hardware. <br />You will be responsible for returning defective hardware within 10 days to avoid being billed for <br />the replacement. <br />➢ Reporting Trouble <br />The customer shall contact HigherGround by calling (818) 456-1600 or emailing <br />support(a1highergroundinc.com to open a service ticket. <br />9/512018 Page 2 of 2 <br />21201 Victory Boulevard, Suite 105 Canoga Park, CA 91303 P: 818.456.1600 F: 818.456.1515 www.highergroundinc.c5; <br />©Copyright 2008 HigherGround, Inc. All rights reserved. HigherGround and the HigherGround logo are registered marks of FfgherGround, Inc. Fusion Series 7, Praetorian Voice Recorder, Mentor OA Suite, <br />Telecom BI Suite, Fusion Core, Report Commander Pro and I'm Airve and respective logos are trademarks of HigherGround, Inc. All other names or marks are property of their respective owners. <br />