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 PROFESSIONAL
SERVICES
 Fairfax
Imaging complements its world-class products and solutions
with world-class IT talent to help make the system installation
and deployment smooth and worry-free. Our IT professionals'
experience spans the spectrum of the field. They
also understand Quick Modules as well as the third party
products used in our solutions such as Microsoft, Oracle, Mitek and other reputable
organizations. We also offer comprehensive training
for end users and integrators. The range and breadth
of our engineering and professional services help us
tailor and integrate the best solution to meet
and in most cases exceed our customer's requirements.
Our professionals cover systems
analysis, program management, integration, testing
and training.
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 Module 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
or 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 their own customized “Maintenance Plan”
outlining in detail their individual maintenance
support coverage and procedures. Associated user manuals
are provided along with the Maintenance Plan.
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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, support@ffximg.com. The customer may also call our toll-free hotline during regular or individually
custom business hours, to confirm receipt of their
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.
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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
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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.
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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: support@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 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.
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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.
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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.
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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.
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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.
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SYSTEM
ANALYSIS:
TRAINING:
PROFESSIONAL
SERVICES