Support Options
The maintenance fee is either $1125/year or 15% of the license fee; whichever is greater. CISS will tailor a custom support plan to meet your exact needs if necessary. If you elect not to pay this maintenance fee and require our support, you will be charged an hourly rate with a one-hour minimum per incident. CISS accepts VISA, American Express, and MasterCard for support calls.
CISS's regular office hours are Monday through Friday 8:00am to 5pm EST excluding national holidays. Normal support and maintenance will be done during these hours via telephone and email. Telephone and dialup support are available for system failures that require CISS's immediate attention after hours and on weekends. If necessary, direct support of the system can be provided through Remote Access Services (RAS) under Windows NT/2000 Terminal Services and Symantec's PCAnywhere32 software (or another mutually agreed upon product). Client would be responsible for providing the dialup environment to the server.
A need for on-demand support (additions to the system, hardware support, consultations, and needs outside of normal support parameters) can affect your support and maintenance fee. Any additional work/support charges require client approval prior to the work being started. Customizations made after the original invoice will be incorporated in the following year's maintenance invoice.
Support Plan Details: CISS_Support.pdf