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Supplementary Services
 
Gartman provides a variety of supplementary services not within the scope of a Software Support Agreement. These services include, but are not limited to, consultation, system design and implementation, custom programming, specialized training, hardware and software installation, and system administration. These services are available to Software Support Program subscribers at a 20 percent discounted rate, based on Gartman's current fee schedule.

There are a number of services which do not fall within the scope of the Software Support Agreement, but when applicable, are generally necessary to the successful utilization of Licensed Programs. These support services include, but are not limited to:

  • Network infrastructure design, installation, configuration and maintenance
  • iSeries and PC network hardware and software installation, configuration, administration and maintenance
  • Desktop hardware and software product integration, installation and support
  • Ancillary software products not specifically licensed under the Software License Agreement
  • Training not provided through the Gartman Training Program (e.g., iSeries operations, PC network administration, use of PC applications, etc.)

Gartman may possess the resources to provide some of these services, and will respond to these requests with a quote. When it is not feasible for Gartman to provide requested services, the customer may be directed to third party service providers. In these instances, Gartman will collaborate with the customer to ensure service needs are accurately communicated, and that third party service providers are aware of system requirements specific to Licensed Applications.

Service Mechanisms

Requests for supplementary services may be made during the standard business hours of 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, weekends and holidays excluded, by contacting the Gartman Help Desk. (Reference the Help Desk Services section of this Agreement for a description of services and procedures).

Once a request for supplementary services has been introduced into the process, it is addressed on a first-come, first-served basis. The following steps are taken toward resolution of a request:

Step 1 The assigned individual assesses available information and determines if Gartman resources exist to provide the service or if an alternative service provider should be contacted. The customer may be contacted to obtain additional information.
Step 2 The assigned individual informs the customer that a quote will be developed or refers them to an alternative service provider.
Step 3 The assigned individual completes an analysis of the request and requirements for its resolution, and prepares a quote defining those requirements, associated costs and proposed deliverables.
Step 4 The customer reviews and approves or declines the quote.
Step 5 Upon approval, the assigned individual works with the customer to identify a mutually agreeable schedule for completion of the request for incorporation into Gartman's production calendar.

Service Goals

Quote Development. Work toward analysis of requirements and development of a quote for services, or recommendation of an alternative support service provider, will be initiated within two weeks of request receipt.

Status Updates. An attempt to communicate change in status will be made as the change occurs or on a weekly basis, whichever is shorter.