SupportCare Maintenance & Support Program
Maintenance and Support Program
Overview
SupportCare is the complete on-site, online, on-call maintenance and support program offered by Van Ausdall & Farrar for hardware and software. The program provides options to fit our customer requirements including software assurance, 8 to 5 and 24/7 coverage by certified engineers.
SupportCare includes warranty extension for covered equipment giving our customers one predictable annual maintenance and support cost.
Remote Support and On-site Service
Our call center will respond quickly to your issue request and determine the proper method of support for your case. We look to deliver the best and quickest remedy using phone, online and onsite service methods.
Equipment Diagnostics and Repair
In cases where repair or replacement of covered equipment is necessary, we will take care to get the system back to functioning state quickly. We stock thousands of parts in order to limit downtime. Parts, labor and travel costs are covered under SupportCare Plus plans.
Software Support
Are certified software professionals will assist you over the phone and can access your servers remotely to problem solve and provide rapid resolutions to application and database issues.
Software Assurance
AppAssure, SupportCare Plus and 24/7 SupportCare Plus programs include software assurance for the life of the agreement*. All upgrades, for covered systems, are included under AppAssure** and SupportCare Plus. SupportCare Plus even includes limited on-site upgrade support***. Software Assurance also provides an extra layer of protection by allowing our support professionals to contact the software developers, on your behalf, when extreme cases arise.
After Hours Support
24/7 SupportCare Plus also provides support, including on-site service (emergency situations) during evenings, weekends and holidays.
* Software Assurance included for Dolbey, WinScribe, Crescendo, Voice IQ, Hyland, Oracle IBPM, Kofax , Rimage, DocuWare and AnyDoc software.
** AppAssure provides software assurance for covered software items. It does not include software support or upgrade support.
*** Extended configuration of module upgrades, configuration of new features, after hours upgrade activities, integration with new systems or new versions of existing systems and extended training for current or new users for upgraded software are not covered under the SupportCare agreement.
AppAssure
AppAssure assures that the latest software version, for the licensing covered, is available to the customer, at no additional charge, as long as the customer is current with the annual subscription. This product does not include phone, email or onsite software support and does not include assistance with installation of upgrades. Software support and assistance with software upgrades is available, from VAF, at our standard hourly rate.
SupportCare Plus
SupportCare Plus provides onsite and phone support for listed hardware and software licenses, for a single annual fee. SupportCare Plus provides onsite and phone software and hardware (when applicable) support M-F from 8:00 a.m. to 5:00 p.m. local time for the customer. SupportCare Plus includes software upgrades, updates and patches. VAF will repair and/or replace, as it deems necessary, all parts needed to keep equipment covered by this agreement in proper working order.
24/7 SupportCare Plus
24/7 SupportCare Plus is our complete support product that provides 24/7 onsite and phone support for listed hardware and software licenses, for a single annual fee. 24/7 SupportCare Plus provides software and hardware (when applicable) support 24 hours a day, 7 days a week, including holidays. 24/7 SupportCare Plus includes software upgrades, updates and patches. VAF will repair and/or replace, as it deems necessary, all parts needed to keep equipment covered by this agreement in proper working order.
Consolidated Maintenance and Support for these Brands
| AnyDoc Software | ChartNet | Crescendo | DocuWare |
| Dolbey Systems | Fujitsu | Hyland (OnBase) | Kodak |
| Kofax | Olympus | Oracle IBPM | Panasonic |
| Philips | Rimage | Voice IQ | WinScribe |
SupportCare Advantages
| AppAssure | SupportCare Plus | 24/7 SupportCare Plus |
|---|---|---|
| Software Assurance. Provides software upgrades from manufacturer at no charge. | Software Assurance. Provides software upgrades from manufacturer at no charge. | Software Assurance. Provides software upgrades from manufacturer at no charge. |
| Installation of software upgrades, including patches, at no additional charge. | Installation of software upgrades, including patches, at no additional charge. | |
| Acess to "System Down" and "Severe Issue" priority service. | Acess to "System Down" and "Severe Issue" priority service. | |
| Labor for phone support, diagnostics, part replacement, software support, issue resolution and data restoration is covered at no additional charge. | Labor for phone support, diagnostics, part replacement, software support, issue resolution and data restoration is covered at no additional charge. | |
| Travel time is covered for onsite visits at no additional charge. | Travel time is covered for onsite visits at no additional charge. | |
| Phone support and access to technical resources for Q&A at no additional charge. | Phone support and access to technical resources for Q&A at no additional charge. | |
| No additional cost for replacement of defective parts including parts, labor and travel. | No additional cost for replacement of defective parts including parts, labor and travel. | |
| Access to advanced replacement equipment to preserve "uptime". | Access to advanced replacement equipment to preserve "uptime". | |
| Predictable annual maintenance & support costs. | Predictable annual maintenance & support costs. | |
| Access to after-hours support. |
