Products and Support
The EDM2000 program has three main levels of
support. Listed here are the levels, what they include and what they cost.
What is not charged for in the
support programs is full and inclusive bug fixing. If you find a program
bug in our product we will fix it free of charge. This is the way we believe
all software should be. We stand by the reliability and integrity of our
Another feature of our development
is that we welcome any suggestions from you, the users of the program. If the
suggestion is considered to be worth adding to the system then this will be done
(normally in the next release) and a credit for you and your hospital will be
added to the user manual.
New releases are brought out at
least every three months. Depending on which level of support you are on then
these will be applied to your system when the next scheduled visit takes place.
Notes relating to support:
In practice most support calls are
responded to as soon as received. For all urgent matters a phone call is
recommended direct to your duty engineer (details will be given as part of your
support package). All other types of issues can be communicated by e-mail.
This provides a written trail of the call which will include time and date of
the issue and written details of your problem. A confirmation of receipt of the
call will be sent along with either how to correct your problem or who and when
will call to resolve the issue.
On-site visits will include the
Full data verification
Software updates applied and tested
Any reports modified or created as time permits
Training of new staff as time permits
Each site visit will be for a full day
Visits may be scheduled for weekends or later in the day to facilitate
updates to be applied out of main production hours. Access must be provided to
enable such visits.
relating to software upgrades:
All EDM2000 modules will be upgraded as necessary
2) Additional charges will apply if 3rd party software is
required to be upgraded such as report writer or SQL database engine (window
Additional support facility;
Remote support via VPN (Virtual Private Network), Citrix (or Windows 2000/XP
remote session) and RAS (Remote Access Server) can be provided for. This will
permit one of our authorised
technicians to connect remotely and quickly diagnose and repair the majority of
problems. This method can often save time as a site visit may not be
All prices quoted are in English
pound sterling and no VAT is currently applicable.
Support plans will normally be
invoiced on a quarterly basis in advance. However a direct debit (or standing
order) may be setup to pay the support level costs on a monthly basis. A
discount of 5% is offered to customers who setup such a facility for the cost of
the chosen support contract.
for the small print there is none.