 |
 Software support for the MicroCODE product line is
offered at five (5) levels. Each level of support offers features designed to enhance the
customers use of the product.
|
|
Description
|
 
|
There are five (5)
levels of software support for the LADDERS and CIMport for OpenVMS products. Each
level of support offers features designed to enhance the customers use of the product..
Documentation included with each update Each support level and its major features
are described below.
Level 1 Customer Support.
 | Media and
Documentation updates. This service component will provide revisions to the
product documentation and the delivery of software kits on the appropriate distribution
media. These revisions will be shipped automatically approximately three (3) times per
year. Documentation included with each
update will include: Release Notes, New Features Manual, Upgrade and Installation
Procedures, PLC specific User Guides and any other documentation pertinent to the update.
|
Level 2 Customer Support.
| Media and
Documentation updates. See Level 1 Support
|
| Phone Support. This service component provides phone access to a trained LADDERS instructor
- and software engineer when required - Monday through Friday between the hours of 8:00
a.m. - 5:00 p.m. ET.
|
| SPR Service. This service component will be usedto remedy non conformance to the
Software Product Description (SPD). All reported problems will receive a reply from
MicroCODE and corrections will be documented in product Release Notes. The resultant
software revisions will be shipped to the customer site through media and documentation
updates. Standard SPR forms are available from MicroCODE to aid in processing
|
Level 3 Customer Support.
| Media and
Documentation updates. See Level 1 Support
|
| Phone Support. See Level 2 Support
|
| SPR Service. See Level 2 Support
|
| Pager Service. This
service component will provide toll free pager access to a trained LADDERS instructor -
and software engineer when required - Monday through Friday between the hours of 6:00 a.m.
- 6:00 p.m. ET. MicorCODE's pager service includes text messaging enabling our
clients to describe their problem, allowing us to call back prepared for your particular
situation.
|
Level 4 Customer Support.
| Media and
Documentation updates. See Level 1 Support
|
| Phone Support. See Level 2 Support
|
| SPR Service. See Level 2 Support
|
| Pager Service. See Level 3 Support
|
| Modem Support. This
service component will provide a modem maintained by MicroCODE for diagnosing software
problems and implementing resolutions where possible. This service will be available
Monday through Friday between the hours of 8:00 a.m. - 5:00 p.m. ET. It will be the
customer's responsibility to maintain a 9600 baudcall back modem for this support.
MicroCODE will accommodate up to a 19200 baud modem. An added benefit of this
support is immediate on-line software updates as problems are resolved under SPR service.
|
Level 5 Customer Support.
| Media and
Documentation updates. See Level 1 Support
|
| Phone Support. See Level 2 Support
|
| SPR Service. See Level 2 Support
|
| Pager Service. See Level 3 Support
|
| Modem Support. See Level 4 Support
|
| On-site training. This
service component will provide an experienced LADDERS instructor for two (2) one week
training sessions-scheduled by the client-to be run at your facilities.
|
| On-site maintenance. This
service component will provide an experienced LADDERS software engineer at the customers
facility for thefollowing system enhancements: VMS updates, PLC
communication network updates such as BASEstar, BASEway, CIMPLICITY or EDS -
MSS/PDSS, CPU upgrades, Major LADDERS releases.
|
|
|
