Priority 5 strives to provide the highest standard of quality and professionalism when delivering its software; however, on occasion an issue may appear that requires additional support. Therefore Priority 5 offers a variety of maintenance packages for its software. This document contains information regarding the various support options.

Support Options

Priority 5 offers two tiers of support for TACCS™ as follows:

Response/Resolution:

• Specific customer needs for response (i.e. email and phone response) times may be modified to fulfill customer operational priorities.
• Resolution of identified issues will be determined based on the level of customer operational impact, and the level of complexity of the solution. A timeframe for the issue resolution will be determined by Priority 5 staff and provided during the initial review period.
• In the case of Basic Support, the maintenance agreement supports issues involving TACCS™ software deemed to be defects by Priority 5; in the case of Premier Support, it supports issues involving both TACCS™ software and plug-ins developed by Priority 5 and deemed to be defects by Priority 5.

Customer-Focused Support Team:

Priority 5 will maintain in-house expertise regarding the customer's operational and IT environment, and will assist in overcoming deployment hurdles and provide suggestions based on best practices.

Alerts and Notifications:

Priority 5 will provide periodic notifications to the customer when updates to TACCS™ software become available, or if it becomes aware of impending issues or concerns that may impact program performance.

Software Updates for installed release

Priority5 will provide all software updates and upgrades published to all users for the installed release as long as Prioirty 5's support obligation shall be in effect.  For software updates, Priority 5 will provide installation media and instructions for installation. Additionally, Priority 5 will respond, at its discretion, to inquiries regarding the installation with telephone and email support.

Interoperability Support:

The TACCS™ framework is built around the integration of multiple data sets, data feeds, and external applications in a net-centric environment. Priority 5 will provide technical advice and guidance to the customer in evaluation and integrating new data sets/feeds and or networked applications.

Support Pricing

Priority 5 offers three types of pricing options:

1. Prices Valid through September 30, 2010

Bundle Support:

Bundled maintenance pricing is available for TACCS™ customers who satisfy the following conditions: (i) the customer maintains a dedicated, in-house IT department; (ii) all computers to be subject to the bundled maintenance program must be located in one facility and accessible to Priority 5 via the internet and the customer’s internal network; (iii) the customer must designate a single point of contract (POC) for coordination of the bundled maintenance program, and such POC must be acceptable to Priority 5 (i.e., have adequate knowledge of the customer’s installations and networks and sufficient technical expertise and access authority to perform TACCS™ updates and facilitate the identification of issues and their mitigation); and (iv) the customer and the POC must agree to undertake full responsibility for providing the first level of support for the bundled maintenance program (in particular, responding to all end user TACCS™ related inquiries, both technical and content related, for issued that include system functionality, usage and local setup).

Back