Alliance Enterprises

Maintenance and Support

Alliance’s national Upgrade, Maintenance and Support program demonstrates the
Company’s business philosophy:

Through collaboration comes efficiency and cost savings.

Alliance provides 4 levels of support based on agency's needs and staff resources. The annual maintenance fee is based on the level of services performed, the size of the agency, and the scope of the implementation (what modules are used, number of extensions, number of interfaces):

	Hourly Maintenance and Support
	Basic Maintenance and Support
	Upgrade, Maintenance and Support (UMS)
	Upgrade, Maintenance and Xtend Developer Support (UMSX)

Hourly Maintenance and Support

Provides on-site and remote staff resources on an hourly basis. Based solely on requests by the agency, this hourly support can include software maintenance, software upgrades, training, coaching, installation support, and/or technical support. This support can be added into a contract with one of the other three support “programs” for additional requests by the agency. Hourly rates were included in the DOR cost proposal.

Basic Maintenance and Support

Provides an extended warranty for the core system and all customizations and extensions Alliance-developed for the agency including interfaces. This level of support includes remote support (telephone and email) for designated agency system administrators to troubleshoot issues and for IT staff to install releases. Programming for federal changes, technology changes or enhancements are purchased on an hourly/bid basis.

Upgrade, Maintenance and Support (UMS)

Provides ongoing system upgrades (minimum 2 per year) and system support for the core system. Similar to Basic Maintenance and Support, UMS includes remote support (telephone and email) for designated agency system administrators to troubleshoot issues and for IT staff to install releases. In addition this service provides active participation in the AWARE Users Group and Xtend-Basic support for agency IT staff. Also, it includes releases to maintain the system current with federal reporting policy directives, technology upgrades, and user requested enhancements. Typically, agencies receive more than 4,000 hours of software engineering upgrades in a year.

Upgrade, Maintenance and Xtend Developer Support (UMSX)

Provides the highest level of support for an agency. In addition to all the services and upgrades provided under the UMS contract, Alliance provides engineering support for agency developers for all levels of Xtend development including any extensions developed by Alliance (including interfaces).

For more information about our customer support or request additional product information please email your request to: sales@allianceenterprises.com

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