FAST (Fairfax Account Support Tool) provides our customers the ability to enter and track questions, problem reports, change requests and consumable orders. Each request is assigned a case number. Customers can open new cases, view cases, update cases and print cases. This tool gives the customer more flexibility while providing Fairfax Imaging the information needed to resolve requests….. FAST!!!.

MAINTENANCE SUPPORT

Fairfax Imaging’s long-standing commitment to serving and responding to the Quick Modules software user community is exemplified by the goals of our Maintenance Support Services:

To promote success with the Quick Modules software and carry forward suggestions for continuing improvement of Quick Module software products.

The Quick Modules Software Maintenance Program is a cost-effective and comprehensive program that includes technical support, software updates, and many other benefits. When you participate in the software maintenance program, you receive the latest versions of the Quick Modules software upon release at no additional cost (nominal service charges may apply depending on the amount of support required for installation and test). This allows you and your organization to keep up with the latest software technology developments, take advantage of usability improvements, and manage software licenses more easily.

The Hardware Maintenance program is also is a cost-effective and comprehensive program that includes on-site hardware support, software and firmware updates, and preventive maintenance cleanings.

To further your success in using our software products, Fairfax Imaging offers flexibility to suit a set of needs and requirements as diverse as our customer base.

Each customer receives its own customized “Maintenance Plan” outlining in detail, individual maintenance support coverage and procedures. Associated user manuals are provided along with the Maintenance Plan.

LEVEL 1 Support: Our customers receive standard Level 1 support immediately upon system acceptance. Fairfax Imaging provides a Problem/Change Request Form that the customer submits to the support group email address, helpdesk@ffximg.com. The customer may also call our toll-free hotline during regular or individually custom business hours, to confirm receipt of its submission or to request status. A Level 1 Technical Support Specialist clearly understands the system operation and error conditions, and can lead the customer to problem resolution.

LEVEL 2 Support: If necessary, Level 1 support can escalate the call to a more advanced, Level 2 Technical Support Specialist base. The Level 2 Technical Support Specialist will call on their greater experience to address issues that Level 1 support is unable to resolve. Level 2 Technical Support Specialists are experienced in data base configuration, management, networking and operating system issues.

HARDWARE SUPPORT SERVICES

Hardware support will be performed on-site by a local factory certified hardware engineer. Support includes non-consumable parts and labor for malfunctions that the operator or System Administrator are not authorized to carry out.

Consumable items are the responsibility of the end user and are sold separately from the maintenance plan. Each customer receives hardware user manuals and a list of consumables during installation

Maintenance Support Services Hours:

Fairfax Imaging customers may contact the Maintenance Support Group between 8:00AM and 5:00PM, Eastern Standard Time, Monday – Friday, excluding Fairfax Imaging holidays.

Accessing Maintenance Support By E-mail or Fax:

Tel: 1-877-OCR-TECK (1-877-627-8325), Option 1
Fax: 1-703-802-2878
Email: helpdesk@ffximg.com

Each reported Maintenance Support request is logged as an incident and given a unique identification number for reference and tracking. After an incident is logged, it is assigned to a Level 1 Technical Support Specialist dedicated to the incident until is it resolved. If the Level 1 Technical Specialist is unable to solve the problem the incident is escalated to a Level 2 Technical Specialist.

For customers who cannot reach the Maintenance Support Group during normal business hours, fax, and e-mail support are available. Requests are received 24 hours a days, 7 days a week and are logged and assigned to a technical specialist that day or the next business day.

Requests for support should contain detailed information about your technical issue. To help expedite a solution, technical specialists need information that includes which Quick Modules application and hardware is associated with the problem. The assigned technical specialist will review the problem and respond by telephone or e-mail.
Response time:

Our standard response time is four hours from the time of receipt of the incident report.

We can accommodate customers that require special response times, coverage hours, and days outside of our standard Monday – Friday 8:00AM – 5:00PM Eastern Standard Time coverage’s. These coverage arrangements can be set up during the sale.
Resolution Time:

The time required to resolve support incidents varies depending on the type of problem and whether we are able to reproduce it in-house. Usually, we are able to answer questions and suggest solutions to problems on the same day we receive requests, but the turnaround time for a response will depend on the complexity of the problem.

If research or consultation with another technical specialist or programmer is required, a response may take longer, especially if working with an item that requires extensive coding. If the problem turns out to be software for which there is no workaround, a final resolution may have to wait for future programming modifications. However, satisfactory workarounds can usually be found.
Remote connection to customers system:

Having remote access, such as Virtual Private Network or PC Anywhere, will help the Support Group research and resolve problems. These types of remote access will allow us to navigate through your system without having to involve you in trying to send us files, etc. We can download the necessary information from your system to assist us with our research. We can then run the system in-house to reproduce the problem and more quickly determine the cause.

Having remote access also allows us to be able to implement updates and fixes if you choose to have us perform these types of implementations. We typically implement updates and fixes onto your “test system” then move them into production once the tests have been passed.
Quick Module Upgrades/Releases:

Maintenance Support includes software releases that are available to the customer when they are released. Phone support for assisting in implementing the software releases is at no additional charge. If a technician is requested to be on site for the upgrade; labor, travel, expenses, and training are billed separately as incurred.