Dispatching & Back Office Technical Support

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PRIORITY ONE TM SOFTWARE SUPPORT

Command Alkon’s Priority One? Software Support agreement provides ongoing software updates and upgrades for licensed COMMANDseries applications as well as around the clock software support services to assist you with application questions and problem diagnosis. This service plan applies to systems that have been installed by Command Alkon or have received installation certification by Command Alkon and that have an active Priority One Software Support agreement. A basic description of the services included is provided below or view the detailed Software Support Agreements for COMMANDseries (4GL) or your 3GL Dispatch Application.

24/7 Commitment - If any customer under Priority One Support agreement experiences a system down emergency that requires service or programming 24 hours a day/ 7 days a week, CAI will assign resources 24/7 until a resolution is reached. A commitment from the customer to name contact people that will work along with CAI service/programming 24/7 is required.

Telephone Support Services - Telephone support is available 24 hours a day, seven days a week. Through the use of telephone, fax, email or Web site, you can be in touch with Command Alkon support representatives. They are available to provide answers to your questions, as well as providing problem diagnosis and resolution associated with your licensed Command Alkon applications. All issues are recorded and tracked through their resolution.

Remote Diagnostic Services - On line client/server access, contingent upon availability, allows support representatives to log into your computer via modem or TCP/IP to perform diagnostics to allow for problem research and resolution.

Software Services - Command Alkon provides for ongoing improvements and enhancements of its COMMANDseries application that are available to you. Priority OneTM Software Support agreement customers are provided with the Software Maintenance Patches, Software Maintenance Packs and Software Major/Minor Releases. Upgrades always need to be scheduled with Command Alkon support personnel. Command Alkon will evaluate each upgrade to determine if on-site presence or additional training is required. If on-site/remote training is required, current labor rates will apply, as well as travel and living expenses will be billed to the customer.

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