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What is "Maintenance and Support"

Description of Maintenance and Support Services

 

1. TELEPHONE SUPPORT
Telephone support is available to answer any questions you may have about the software. The support desk operates 7:00 am - 5:00 pm, Monday - Friday Pacific time, except for holidays.
2. PROGRAM ENHANCEMENTS
SkillTRAN computer software constantly changes to reflect more exacting requirements, change requests made by customers, and performance improvements for the benefit of all customers. Such enhancements shall be provided to the Customer at no charge.
3. ERROR CORRECTION
Errors are defined as "malfunctions caused by incorrect processing of data." Such errors shall be corrected in a timely fashion and provided to Customer at no charge.
4. DATABASE UPDATES
DOT MODIFICATIONS: Job analysis variables are modified by the Department of Labor on an unscheduled, periodic basis. Such modifications shall be provided to the Customer at no charge. 
DOT SUPPLEMENTS: When DOT supplements are made available by the U.S. DOL, they will be provided to the Customer at no charge. 
OCCUPATIONAL OUTLOOK DATA (OES) is updated on an unscheduled basis by state Employment Divisions. In most cases OES data shall be made available to Customer at no charge. Some states may require that we charge a royalty to each Customer who uses their data. In those states SkillTRAN shall invoice Customer for said royalty amount.
DATA CLASSIFICATION CHANGES: Database Updates assume no change in the way information is classified. When (if) data classification changes occur, SkillTRAN reserves an option to charge Customer for the work necessary to update the database. Customer shall be notified in advance of any additional program modification costs due to such a change.
5. SYSTEM CD-ROM REPLACEMENT
When, or if the CD we send you becomes unusable for any reason (damaged, lost, destroyed, etc.), it can be replaced. We will require the return of the original CD. A nominal charge of $40.00 shall be made to Customer in the event replacement is required.
6. AVAILABILITY
The availability of SkillTRAN personnel to provide services is a matter of priority. Customers protected by this agreement receive SkillTRAN’s highest scheduling priority.
7. REMOTE SUPPORT
SkillTRAN's preferred mode of support is by phone and use of a product called Teamviewer, which enables SkillTRAN to remotely login to your computer, investigate and issue, and usually fix it right away. We recognize that some corporate/government environments may not permit such access, so we can also make data files available for download by technical support personnel within your organization.

 

Updated 10/11/2017 by SkillTRAN LLC

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