Support Maintenance

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CareTracker

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Support and maintenance

Resource Systems offers a variety of support and maintenance options. Our customer service technicians are available Monday through Friday 8:00 a.m. to 7:00 p.m. EST.

Resource Systems takes great pride in the way we “care” for our customers. Implementing your new system is a continual process, and it is our goal to help keep your system healthy for many years to come. To help keep their systems healthy, all Resource Systems customers purchase a Customer Service CarePlan which entitles them to a number of benefits:

Access to free software updates (media, shipping, and handling charges apply)

Access to our Help Desk technicians and training consultants

Access to attend our customer user groups, training events, and conferences

Subscription to our customer Newsletter

Different organizations have varying levels of need for technical services. Some organizations have few technical resources and therefore need faster response from our Help Desk Technicians. Many large organizations need access to our technicians around the clock, outside of normal business hours (8:00-7:00 p.m. EST). In order to accommodate a variety of customers, we have developed three different CarePlan Agreements, summarized below:*

Guaranteed Response Times

	Premium CarePlan	Advantage CarePlan	Advantage On-Call CarePlan
Critical Issues (system down)	Within 2 business hours	Within 1 business hour	Within 1 hour* (24x7)
Limited Impact Issues	Within 8 hours	Within 4 hours	Within 4 business hours
Consulting and Training Issues	Within 2 Business Days	Within 1 Business Day	Within 1 Business Day

CarePlan Pricing

Premium CarePlan	16% of the total list price of the Resource Systems software that you own
Advantage CarePlan	20% of the total list price of the Resource Systems software that you own
On-Call CarePlan	The greater of the following: 24% of the total list price of the Resource Systems software that you own OR $3,000.00 plus 20% of the total list price of the Resource Systems software that you own.

All customers using Resource Systems software products purchase a Service CarePlan for the first year following the purchase of the system. The first year agreement begins on the 15th day of the month following original purchase. Each year you will be notified in advance that it is time to renew your CarePlan. If you do not renew, you will no longer have access to product updates and technical support will be $125 per hour with a minimum of one hour. Without product updates it may take extended time for support personnel to recreate outdated software versions in order to assist you. Additionally, you will not have access to additional product discounts, the annual Forum, user groups, and other support services. To rejoin membership to the Service CarePlan, a reinstatement fee of $500 applies plus the support fees missed while you were off of the contract. Click Here to view our Customer Support Level Agreements

Support feedback!

I have found the CareTracker technical support to be superior, both with email and telephone assistance. The few problems we have experienced have always been dealt with efficiently and timely." More

Support Feedback!

"I have been very impressed with the level of support and how easy the contact was... very well informed staff and very professional." More