Services - Technical Support

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Overview

Direct technical assistance with AutoEDMS support issues is available via the purchase of a qualifying Direct Support Plan.  Direct Support is provided by a Logical Systems Support Engineer, and delivered via phone, email, and/or internet “Go To Assist” sessions where the engineer is directly connected to the customer’s workstation or server as needed.

Direct Support plan time can also be used to receive assistance with AutoEDMS customization and development issues, including…

• Upgrading from an earlier version of AutoEDMS to the latest version.
• AutoEDMS Form & database design (or re-design).
• ACL programming to create/modify custom functions & features.
• Workflow route template design.
• Brain-storming during AutoEDMS system design (or re-design) and development.
• Systems integration issues, such as moving AutoEDMS to a new server (or virtual server).
• Pervasive.SQL (PSQL) database engine upgrades or issues. 
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Purchasing Direct Support

Direct Support plans, i.e., “blocks of time”, are available in various increments depending on a customer’s needs or on the recommendation of the Logical Systems’ Support staff.  Hourly agreements can be purchased by contacting Logical Systems via the “Contact” page of our website.  The term of a Direct Support “Base Plan” is twelve (12) months or until the block of time is used up, whichever occurs first. Time expended by a Logical Systems Support Engineer in the course of resolving your issue or request will be deducted from your Direct Support Plan balance in 15-minute increments. Our policy is to never charge a customer's Direct Support balance for any issue which is related to a possible deficiency in our products or services - i.e., these situations are corrected at no charge.

* Credit Card Payment Terms – Credit card purchases are subject to a 3% surcharge.

** Purchase Order Payment Terms – Support is available once the Purchase Order is received by Logical Systems via mail or email.  Payment is then due within 30 days of P.O. submission.

***Incident Plan time is for working on a single issue/incident/situation, up to a maximum of 1 hour of recorded time.  This plan expires 30 days after purchase.

“Additional Hours” Plans

With the purchase of a Direct Support “Base Plan”, customers qualify to purchase an “Additional Hours” plan during the Base Plan term at a discounted price of $139.00 USD per hour.