Maintenance Support
Priority 5 offers two tiers of maintenance support for TACCS™, Basic and Premier.
| Maintenance Elements | Basic | Premier |
|---|---|---|
| Email User Support | 8 a.m./5 p.m Eastern Time 48 Hour Initial Response |
24/7 4 hour Initial Response |
| Telephone Support | 8 a.m./5 p.m Eastern Time 48 Hour Initial Response |
24/7 Immediate Initial Response |
| Customer Focused Support Team | No | Yes |
| TACCS™ Interoperability Support | No | Yes |
| Software updates for installed release | Yes | Yes |
| Alerts and Notifications | Yes | Yes |
The Basic Support Maintenance Agreement supports issues involving TACCS™ software deemed to be defects by Priority 5. The Premier Support Maintenance Agreement supports issues involving TACCS™ software and plug-ins developed by Priority 5 and deemed to be defects by Priority 5.
The following are the Maintenance elements included in our support options. Not all elements are included in the basic support option.
Response/Resolution:
Specific customer needs for response (i.e. email and phone response) times may be modified to fulfill customer operational priorities.
Resolution of identified issues is determined based on the level of customer operational impact, and the level of complexity for the solution. A timeframe for issue resolution is determined by Priority 5 staff and provided during the initial review period.
Customer-Focused Support Team:
Priority 5 maintains in-house expertise regarding the customer's operational and IT environment, assists in overcoming deployment hurdles and provides suggestions based on best practices.
Alerts and Notifications:
Priority 5 provides periodic notifications to the customer when updates to TACCS™ software become available and when we become aware of impending issues or concerns that may impact program performance.
Software Updates for Installed Release
Priority 5 provides all software updates and upgrades published to all users for the installed release as long as Priority 5's Maintenance Agreement is in effect. For software updates, Priority 5 provides installation media and instructions for installation. Priority 5 responds to inquiries regarding software update installation with telephone and email support.
Interoperability Support:
The TACCS™ framework is built around the integration of multiple data sets, data feeds, and external applications in a net-centric environment. Priority 5 provides technical advice and guidance to our customers in evaluating and integrating new data sets or feeds and networked applications.
Maintenance Pricing
Priority 5 offers two types of pricing options. Please contact a Priority 5 sales representative for more information.
| Product | Basic Support | Premier Support |
|---|---|---|
| TACCS™ Multi-user Workgroup (Enterprise Server) |
Contact Sales | Contact Sales |
| TACCS™ Desktop (Single-user Workgroup) |
Contact Sales | Contact Sales |
| TACCS™ Workstation | Contact Sales | Contact Sales |