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OmniRim > OmniCare Support > FAQ's
OmniCare Customer Support - Billable vs. Non-Billable Issues
Your OmniRIM Maintenance and Support Agreement will cover all of the specific legal details of what is and is not included in your Support package.
What is included in your standard OmniRIM Maintenance and Support Agreement:
- Access to the OmniCare website and Case Portal
- Access to the 1-800 Support Line
- All Hotfixes, Service Packs and Upgrades
- "Tech Support" troubleshooting
- General Procedural help and guidance
- Upgrade assistance
We provide additional billable services such as:
- Resolution of customer-caused problems
- Business Services including Business Process GAP Analysis, Workflow Use Case development and Visio Flow diagramming, etc
- Conversion Services including Data Importing, Auditing, and Restoration
- Custom Solutions including 3rd party product integration such as PeopleSoft, SAP, Iron Mountain, Net Labels, TABQuik, etc
- Training packages ranging from onsite training, generic and custom webinars, and Train the Trainer Instruction
- Custom Crystal Report development and troubleshooting
OmniCare Customer Support will always ask for your approval in writing prior to commencing any billable activities.
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