AutoPower Corporation

AutoPower Customer Support

Customer Service Support Plan

SOFTWARE SUPPORT
HARDWARE SUPPORT
CUSTOMER SUPPORT SERVICE PLAN OPTIONS

SOFTWARE SUPPORT

The Customer Service Support Plan, or CSSP, commences 90 days after the “go live” date and provides the most comprehensive package of system support and customer training services available within the industry. With CSSP, users gain access to a wealth of support resources to minimize costly delays and maximize operating system and software efficiency. Your total plan highlights are listed below.

Life Time Warranty

The traditional 90-day software warranty is extended to a Lifetime Warranty covering all AutoPower application software. The warranty continues to cover all custom software as well as future software releases.

Help Desk – Phone Support

Unlimited phone support for each customer ensures the proper operation of the AutoPower system. Our Support Team is staffed by system professionals who work closely with the software development staff allowing quick answers to common questions about software procedures and functions. Having access to the Technical Department, the software developers provide quick response for the more technical questions, helping you get back to work quickly.

After Hours Support

Being able to get support after normal business hours is important. After hours support is a support option offering available Monday through Friday 7:00 AM to 8:00 AM and 5:30 PM to 11:00 PM EST, Saturdays from 8:00 AM to 11:00 PM and Sundays from Noon to 11:00 PM. This support is provided by senior programmer analysts who are on call and able to handle the most demanding software or system situation.

One Call Support

No matter the type of problem or question, hardware or software related, one call to AutoPower Support will allow us to help diagnose the problem and begin the resolution process. Should the analysis require software support, the call will be dispatched directly to our Support Team. Should the problem point to computer hardware, peripherals or communications equipment, the appropriate hardware service provider will be dispatched for support. Regardless of the problem, one call to AutoPower provides you with a single source for resolution.

AutoPower Tech Notes

Comprehensive notes, instructions, procedures can be provided via our fax services. These power notes answer common questions about the operation of your system or the AutoPower application software. We also publish Tech Notes as part of our semi-annual newsletter with information useful to the user community on a wide range of AutoPower application solutions.

Power Surge Newsletter

Our semi annual newsletter provides information on current and future software releases, new product offerings, and initiatives being undertaken by AutoPower. The newsletter is distributed to each customer enrolled in CSSP.

Electronic Communications

AutoPower provides the user community a number of ways to communicate software or system issues with our staff. We have established a corporate mailbox for e-mailing your support issues to us in addition to faxing from your server. We have built in Phone Home Diagnostics that require no action by you that keeps us informed of potential hardware or software issues with your system. Corresponding with our staff is easy and efficient when needing assistance from any level. Additionally, we have remote capability to access your software application and or hardware using communication software.

Software Updates

Our software products are designed to offer you an upgrade path as your needs change. As the development of new software or improvements to existing software occur, comprehensive updates are released throughout the year. These software updates are provided via diskette or electronically through modem file transfer. This ensures you get the available upgrades as soon as they are available. AutoPower is developing programs to fully automate the update process so that as we release new changes they will automatically be installed on your system.

Special Training, Programming and Consulting Rates

By enrolling into the CSSP, your company is given preferred (reduced) rates for additional training services, custom programming projects or occasional consulting services. Clients that do not subscribe to CSSP are billed Time and Materials for all work at the prevailing rate in effect at the time work is performed.

HARDWARE SUPPORT back to top

Although our support department is not responsible for repairing your hardware, your equipment is covered by manufacturer warranties, of which some of these manufacturers provide onsite service coverage.

In keeping with our customer support concept of “call us first”, we are ready to help diagnose the source of your hardware interruptions. With our experts, we will guide you or your staff through the required steps to isolate the cause of the problem. Should the problem point to the equipment, we will contact the manufacturer’s dispatch desk and alert them of your situation. Depending on the service agreement covering the affected equipment, the recovery choice may be to have a technician come onsite, ship replacement equipment to your facility, or send affected item to a service and repair depot.

Regardless of the problem, your first call is to our support Team. They will work with you to solve the problem.