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^ Online help can be accessed from within the Cityworks Office, Tablet, and Respond environments, <br />^ Clients can access and download product user guides from the MyCltyworks support website. <br />' Cityworks magazine is published twice a year, and posted on the www.cityworks.com general <br />infornnaUonvvebsite. <br />^ Database diagrams are available to clients on the MyC|tyworhs supportvvebs|te. <br />' Instructional videos are available on K4yCityworks which display specific functionality, What's New <br />in Cityworks, and other information. <br />User Groups and conferences: <br />The Update and Support Agreement allows clients to receive all subsequent upgrades, <br />enhancements, and bug fixes for all future releases of the licensed applications if the client <br />renews the agreement annually. <br />Problems must be re-created by the user and isolated down to a specific software component. <br />Problems can then be submitted to Cityworks by phone, voicemail, chat, or self-service portal. In each <br />case, the information is logged and the customer support team will provide an answer to the question <br />or resolution to the problem. Any support request that is not immediately resolved is assigned to a <br />technical support representative. Verified bugs are submitted to the development team for scheduling, <br />prioritization, assignment, and testing. <br />Enhancement suggestions are managed through the project manager during a project's initial <br />implementation, the customer support representative during ongoing maintenance, through Ideas <br />entries on the My[|tVvvorks site, or the sales representatives and competitive issues brought forth in <br />presentations. These suggestions are reviewed by the Cityworks software development committee <br />which is composed of upper management representing key areas of the company. <br />Enhancement priority is based on many factors, including: user response for new ideas tracked on <br />Mw[itywVrks, information gained from the CitYworks Conference' market drivers, magnitude nfeffort, <br />the needs of the user community, timing of software releases, comparison to other initiatives, and <br />