Support Services Offered :
The First Internet Services Technical
Support Program provides technical
installation and configuration
support via telephone and email
for all software developed, delivered
and maintained by First Internet
Systems, Inc.; and
First Internet Systems, Inc. ("FIS")
provides support, including version
upgrades and patches, to customers
who have purchased and are maintaining
a Support Services Program (the
"Support Program").
A Support Program is offered for
the current production release
of FIS software products (the
"FIS Products") as well
as for the two (2) preceding version
releases of each FIS Product.
Patch releases and upgrades are
provided for download via a secure
website to supported customers
upon request. Supported customers
will not be provided with upgrade
or replacement media unless specifically
requested.
Supported customers will be
provided with a login username
and password that will give
access to the FIS secure FTP
site where the current revisions
of FIS Products are available.
This site is accessible 24 hours/day,
7 days/week at the following
Internet addresses: www.firstis.com.
Two
levels of Support are offered:
Standard and Priority.
The Standard Support Program
provides for access to all upgrades
and patches as well as technical
assistance from 8:00 AM to 8:00
PM EST Monday-Friday
Standard
Technical Support Terms :
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Inquiries
posted to technical support
via email or voice mail
will receive a response
within four hours, if those
inquiries are posted on
a business day before 4:00pm
ET. Inquiries posted to
technical support via email
or voicemail after 4:00pm
ET will receive a response
the next business day. |
»
|
FIS will assign a technical
support contact to each
new incident. The technical
contact will follow-up with
customers that have open
support issues on a daily
basis until the issue is
closed or three business
days have passed without
a response from the customer. |
Priority
Technical Support Terms :
FIS will use commercially
reasonable efforts to support
customers within the following
framework:
»
|
Inquiries
submitted through Priority
Technical Support will be
responded to within 4 hours. |
»
|
The goal of Priority Technical
Support will be resolution
of the customer’s
technical problem within
4 hours. |
»
|
The technician handling
the Priority Technical Support
issue will communicate with
the customer frequently
regarding the status of
the resolution of the problem
until resolved. |
Contacting Technical Support:
Contact
Information :
»
Telephone |
 1(510)-870-8772
- USA customers |
|
044-24837339,
044-24837295, 044-24840862
- Indian
customers |
»
Email |
support@firstis.com |
Priority Support Program customers
will be provided with a separate
document outlining the methods
by which technical support may
be contacted. Priority Support
Program customers may also use
the Standard Support Program
contact information.
**
NOTE : Support
is provided only to the customers
who are in Support Service Program
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