|
Keystone provides
on-going warranty and update support for all of our
application software, as well as “first-line” support
(backed by the manufacturer) for the IBM (UniVerse)
relational database environment, the IBM web environment
(RedBack) and our Windows Desktop component (Keystone
Client).
For system support continuity, Keystone also
places itself “in the loop” first-line support of the host
server operating system, for problem diagnosis, procedural
questions, and version updates. However, we also require
that our customers have a support relationship with the
manufacturer, or appropriate field service organization, for
on site server and operating system support.
Our structured “Client Care” Help Desk
process and automated tracking system (including optional
customer web- based access) is utilized to register, track
and escalate support issues. Keystone’s support personnel
have access to the customer’s system to provide problem
diagnosis, software corrections and version updates.
(The installation of application software source code on our
customer’s server allows for server update on an immediate
basis, if required.)
All software version updates generally
released by Keystone are available to clients who are using
the same product series, under the standard software
maintenance agreement.
|
