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Billable Support Services <br /> The services listed below are services that are out of scope of your support and maintenance <br /> agreement and are therefore considered billable services . <br /> • Extended telephone training <br /> • Forms redesign or creation ( includes Bill Prints, Notice Prints and Letters) <br /> • Setup & changes to hand-held interface or creation of new interface <br /> • Setup of new services or changes to services ( PAP , ACH , etc) <br /> • File imports/exports - Interfaces to other applications <br /> • Refreshes , backups , restores , setting up test areas <br /> • Setup of new printers , printer setup changes <br /> • Custom modifications (reports , bills , forms , reversal of customizations) <br /> • Setting up additional companies / agencies / tokens / general ledgers <br /> • Data conversions / global modification to setup table data <br /> • Database maintenance, repairs & optimization <br /> • Extended Hardware & Operating System support <br /> • Upgrades & support of third party software <br /> • Installations / re-installations (workstations, servers) <br /> Test Databases & Environments <br /> We support customers in the maintenance of independent Test Environments for testing <br /> purposes . This allows customers the opportunity to test fixes, modifications , new business <br /> processes and/or scenarios without risking any potentially unwanted changes to the live <br /> environment . The creation of Test Databases & Environments is a billable service, quotations & <br /> incremental maintenance rates will be provided on request . <br /> Connection Methods <br /> To ensure we can effectively support our clients , we require that a communication link is <br /> established and maintained between our two sites . It is the client ' s responsibility to ensure the <br /> connection is valid at your location so that we can connect to your site and resolve any issues . <br /> Our supported methods of connection are : Direct internet, Virtual Private Network (VPN) , <br /> Remote Access Server (RAS ), Direct Connection (modem ) and Terminal Services (a backup <br /> connection may be required for file transfers) . <br /> 47 <br />