Our Goal is 100% Satisfaction.
 
The Advantages of Being a
Support & Maintenance Customer

Software Updates and Maintenance Releases
New product- and version- specific updates and maintenance releases (including costs associated with media duplication, distribution and standard U.S. delivery) are made available to end-users within five business days of initial offering. This ensures systems are running at peak performance at all times.

Software Patches and Defect Resolution Assistance
If a current software defect is identified and acknowledged by the Technology Developer, the manufacturer will, to the best of its ability, make every reasonable effort to correct the challenge as quickly and effectively as possible, typically at no charge to the customer. During this time, Harvest will act as intermediary between the customer and the Technology Developer to help expedite both the technical and customer support aspects of the incident.

Software Transfer Assistance (from server-to-server)
Harvest will assist the customer with a software transfer for a minimal charge. Most transfer access keys and codes can be processed in less than four business hours.

Operating System Change Assistance
Harvest will assist the customer with operating system changes for a minimal charge. Most operating access keys and codes can be processed in less than four business hours.

Phone and Electronic Technical Support
Harvest will service an unlimited number of product-specific support calls and emails throughout the agreement period. In order to expedite a software-related resolution, whenever reasonably feasible, Harvest will service the customer’s incident via the Internet.

Document and Report Design Assistance
Customers have access to some of the industry’s most innovative and experienced document-customization and report-deign consultants. Services include graphic digitization, logo and signature inclusion into forms layout, high-impact document design, detailed business report creation based on multiple axis data, assistance with industry and governmental mandate compliance and more.

Access to Expert Business Analysts and Certified Solutions Consultants
Customers have access to certified systems consultants and analysts with over 100 combined years of industry and technical experience. Support and Maintenance Program projects are given preference when scheduling on-site services, with most accommodated within three weeks of contract signing (and receipt of files).

Customer Support Website Access
Customers have access to secured support websites, hosted by Harvest and, when applicable, our Technology Partners. End-users may leverage these portals for up-to-the-minute information on product enhancements, program temporary fix files, user documentation, general FAQs and even participate in discussion groups and webinars.

Onsite, Classroom and Web-based Product Training
Customers may participate in a variety of product-specific training forums, hosted either on location, throughout North America or online. Customers may also choose to schedule a customized, one-on-one class to be executed onsite at their location. Either way, class size is limited to ten or fewer participants in order to deliver individualized attention geared to the business needs and goals of the organization(s) represented and whenever possible, company-specific data is utilized. Multiple participants from the same company may be entitled to discounts.

Documentation
Product- and version-specific system's documentation updates are available to customers for a nominal charge in either hard- or soft-copy format throughout the year.

Informative Newsletters
Customers have access to Harvest and Technology Partner newsletters, typically distributed on a monthly or quarterly basis. These periodicals include information on product or system updates, professional services enhancements, advanced technical reviews, case study highlights, industry article reprints, system utilization reports and more.

Executive Webinars and Luncheons
Customers may participate in Executive Webinars hosted throughout the year by Harvest or our Technology Partners, typically at no charge. These forums are designed to educate technical directors on how to best maximize their existing solutions, leverage new systems, as well as highlight industry trends and forecasts.

In addition, customers may participate in regional Executive Luncheons, typically for a nominal fee. Here, senior mangers and directors gather to exchange information and ideas regarding systems utilization, product functionality and technical issues in a one-on-one, highly interactive environment.

* Benefits are available to Support and Maintenance Program customers ONLY.
Maintenance and support services available are product- and version-specific. Some restrictions may apply. Additional fees may be required. Benefits are subject to change.