SOFTWARE MAINTENANCE AND HELP DESK

ATSER has a large staff of experienced technology managers, software developers, and network administrators from which our key support services are delivered. The ATSER staff has setup and implemented this software suite for many different customers and follows a detailed implementation project plan and follows up with the client to ensure that the product that they are delivering conforms to the clients’ specifications. ATSER follows a stringent change management process and will not proceed with any work until final approval is received from the client.  Maintenance for core application and database includes: software version updates, providing application enhancements and service releases (patches) issued to correct uncovered system errors prior to full version releases.

The Help Desk and Application Support will provide 24x7 user support.  The 24/7 support will include an email address and support phone number that a person can be reached at 24 hours a day, 7 days a week. Depending on if the issue is critical or non-critical will determine the response time. If a critical error occurs which is defined as an error that renders the Licensed Software inoperative or causes the Licensed Software to fail catastrophically then the issue will be addressed and resolved within a 2 hour time frame from when it was reported if within business hours or a 4 hour time frame from when it was reported if outside of business hours or on weekends. If a non-critical error occurs which is defined as any error other than a Critical Error then the issue would be resolved within the same business day it was reported if during normal business hours or the next business day if outside of business hours or weekends.