Technical Assistance Plan (TAP)

Extended Hours Addendum (TAPEHA)

Technical Assistance Plan (TAP)

1. Provides a maximum of fifty (50) requests for assistance or five (5) hours of time -- whichever comes first.
2. Assistance is available between 9:00 am and 5:00 pm, Monday through Friday, EST.
   1. Assistance is available via phone, e-mail, and/or U.S. mail.
   2. Requests via telephone ALWAYS receive priority! (Requests via e-mail and/or U.S. mail are processed as time permits.)
   3. There will be times when we are unavailable. If you call during such times, please leave a message -- we will return your call as soon as possible.
3. Closed weekends and federal holidays.
4. Assistance weekdays after 5pm and on weekends/federal holidays is available on a time and materials basis.
5. On-site service IS NOT INCLUDED -- but is available on a time and materials basis (contact us for information and details).
6. Assistance with products from other companies (e.g., Microsoft Windows, installation of printer drivers, anti-virus software, etc., etc.) IS NOT INCLUDED but is available on an hourly basis (see the Extended Hours Addendum below if you think you might need support with products from other companies).
1. We are not experts on all of the various software and hardware products on the market today and may or may not be able to resolve your problem... but we will do our best!
7. Unused requests and time expire at 5:00 P.M. on January 31 of the following calendar year.
8. Must have a valid license for THE CURRENT VERSION OF DMS to purchase a TAP.

Extended Hours Addendum (TAPEHA)

1. Provides an additional 20 requests for assistance or two (2) hours of
   time -- whichever comes first.
2. Extended hours:
1. 5:00 pm to 9:00 pm, Monday through Friday, EST.
2. 9:00 am to 9:00 pm, Saturday, EST.
3. Closed Sundays and federal holidays.
4. Assistance on Sundays and federal holidays is available on a time and materials basis.
3. Assistance with products from other companies (e.g., Microsoft Windows, installation of printer drivers, anti-virus software, etc., etc.) IS INCLUDED.
   1. We are not experts on all of the various software and hardware products on the market today and may or may not be able to resolve your problem... but we will do our very best!
4. Updates and patches for the major release (v5, v6, etc.) of the program you currently have throughout the term of the TAPEHA.
   1. For example, if you have v5, updates/patches such as:
      • v5.1
      • v5.1.03
      • v5.3
      are included, but an update to v6 (a major release is not). If you have v6, updates/patches such as:
      • v6.1
      • v6.5.44
      • v6.7.13
      are included, but an update to v7 (a major release is not).
   2. No charge for updates if downloaded from our web site (use the login credentials provided with your TAPEHA).
   3. If you prefer not to download, you can order a CD for a nominal charge that covers the costs of burning the CD and shipping/handling.
      • CMS
      • DMS
5. Unused requests and time expire at 9:00 P.M. on January 31 of the following calendar year.
6. Must have an active TAP (for the current version of DMS) to purchase a TAPEHA.