Agmt16 IPS - Laserfiche WebLink

Browse Search

make enforcement as easy as possible. Primary Audience Enforcement Staff/ Supervisors, Adjudication Staff Training Hours per Student I-2 hours per session Students Eligible to Train 8-10 per session, no limit to number of total students Proposed Schedule Post-installation Location of Training Enforcement staff offices or location TBD Training Provided By Local Field Service Technician Comprehensive Support IPS clearly understands the importance of ongoing project support and we encourage the City to speak with our references in this regard. We also understand that ongoing support is a critical element of any successful project and the basis of a long term partnership. Help Desk & Ongoing Support: IPS will be providing telephone based help desk support services during standard business hours from Sam - 5pm PST and a toll-free telephone option (877-630-6638). Additionally, IPS provides after hours service in the case of emergency, weekends, after hours and holidays which is 24/7 and 365 days a year. This answering service will notify IPS staff in the event of an emergency situation. Additionally, IPS will also provide contact information to all IPS senior staff should such an emergency arise. Online Help & Manuals: IPS provides online help tools, such as access to all product manuals, frequently asked questions, as well as the ability to submit help tickets, and track the status of such tickets. IPS also offers the online ability to monitor and track RMA status. IPS is also in the process of deploying a video based training and help video library that can be accessed anytime, 24/7. If the City should have any specific input on the types of additional videos that would need to be included, IPS can provide those at no additional cost. Shown right is a screenshot of the IPS Support ne7.2, SUPPORT CENTER Center Ticket Tracking portal. From here, HOMO -: IOW ik .1 T.k.tsta, customers can submit a ticket, check on the , . • . ticket status and manage their request. In order to streamline support requests and better serve you.we uat.ze a support bcxet system.Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support On-Site Support: IPS will support the City requests.A valid ema0 address is required. with on-site project management, regional . Open A New Ticket Chock Ticket Status support, and technical support during the s? sPt aa-0at aW nai ur„sec ncouw w We oro ick arawes and may a x rout utipen reCU»b m^aete win Maoomea implementation phase of the contract. 'elated Awl~se use the`�nitome ` epee two hoot Tickets: Manufacturing Support: As both the `""NN" designer and manufacturer, IPS is prepared to designate needed technical resources, with Alex Schwarz, Chief Technical Officer, being CCon4C IPS Group rx Aencns resorted ♦ ..$ the senior technical leader to direct technical resources to meet any request of the City. This includes a team of hardware/software engineers, database administration, web and data integration engineers. Ongoing support includes system and data security management, and backup/restoring systems in the case of a critical failure. DMS Support: IPS will make available direct contact to IPS DMS support staff for reporting, programming, XML services, database services, etc. 8. City's has been provided all test checklists, documentation and training evaluation forms. IPS will comply. B. Final Acceptance: Upon satisfactory completion of all work, tests, demonstrations and training specified herein as well as completion of the SAT test as stipulated in Part 3 of this section, Consultant may apply for final acceptance of MSM system. REV: 05-05-16 JS Page 87 of 177 ATTY/AGR.2016.094/IPS Group