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ADVANCED <br />U T I L I T Y S Y S T E M S <br />• 800 Toll Free Telephone support <br />• Software for Life <br />Guaranteed Support on your existing applications for life <br />• Scheduled assistance for installations, upgrades and other special projects (there <br />may be charges depending on the scope of work) <br />• Technical troubleshooting and issue resolution <br />• E-mail support call logging and notification <br />• eSupport access 24 x 7 with the following on-line benefits; <br />• Log and close calls <br />• View and update calls <br />• Update contact information <br />• Access published documentation <br />• Access available downloads <br />• Access Support knowledge base <br />• Participate in Discussion Forums <br />• Standard software releases and updates <br />• Defect corrections (as warranted) <br />• Planned enhancements <br />• State and/or Federal mandated changes (charges may exist depending on <br />scope) <br />• Participation in beta program <br />• Release notes <br />• Customer Care Program <br />• Quarterly Newsletter with support tips <br />• Technical support bulletins <br />• Communication on new products and services <br />• On -site visits (as required) <br />• Design review for potential enhancements or custom modifications <br />• Ability to attend the annual customer conference (attendance fees apply) <br />Updates and Upgrades are provided to all clients with a current Support and Maintenance <br />Agreement to encourage our users to run the most recent version, which improves the <br />ability of Advanced to provide support. Clients are not required to install the new software, <br />but in general they do take advantage of the improved features, performance, and reliability <br />that come with new software releases. <br />City of South Bend, Indiana 69 <br />