A toll-free hotline connects callers to a customer service representative for inquiries concerning implementation, routine processing, application issues, and system management. RFAs requiring additional research or referral to a consultant for specialized services are monitored just as aggressively with resolution or recommendations for further analysis guaranteed within one business week. These updates can be downloaded electronically and specialized implementation services help incorporate the changes into the MIS without interruption to system operations.
Customers specify basic or advanced operating system support in their support services agreement.
These services range from fundamental diagnostic and configuration assistance, to facilitation of disas- ter recovery procedures, and systematic performance monitoring. Maintenance tasks such as back-ups, user security, print spooler management, and modem control, as well as other system management functions, are performed by selecting appropriate menu items. In addition, they assist in the complete development of the information system. This includes data conversion, electronic data transfer, establishing General Ledger accounts, preparing data elements to meet federal and state reporting requirements, designing customized reports, and many other services to help meet fund source requirements.