New HSFIS Help Desk Support FAQ July 8, 2005 The FAQ is split into 3 areas (1) General Questions, (2) Support Contract Information, and (3) Other issues. SECTION 1: GENERAL QUESTIONS: Q - What s with the HSFIS Help Desk Support? A - In order to offer Head Start grantees more flexibility and better service on the HSFIS project, Cleverex is establishing a direct service relationship with Head Start grantees. In this new arrangement, agencies using HSFIS will be able to choose the kind of services they need as well as the software features they want without having Cleverex to go through a government approval. This transition gives Cleverex the freedom to pay 100% of our attention to the HSFIS users. Our goal is to provide better services by providing a customized services and products to HSFIS users based on each agency s needs. Q When did the technical support change occur? A May 5, 2003. Q What will Head Start Agencies be paying for? A A Head Start agency will pay for technical support services provided by Cleverex as well as access to specific areas of the Technical Support Web Site. Last Updated: July 8, 2005
A No. Purchase either: Q Is the software free? Cleverex Systems, Inc. 51 Monroe Street, Suite 1503, Rockville, MD 20850 or Standard HSFIS 6.0 - $889 Premium HSFIS 6.0 Premium - $979* + $3.99/child Includes: Includes: 2005 CDC Schedule All HSFIS 6.0 Features, PLUS: 2005 Poverty Guideline 2005 USDA Reimbursement Rate Integrated NRS data export 2005 PIR Robust Data utilities Additional and Enhanced Reports o Session archive o Enhanced ASDT Enhanced security access to staff data Integrated Mapping Feature * Enhanced tickler/follow-up tracking o Bus routes Enhanced resource browser o Resource location map o Enhanced class listing HSFIS 5.0 Bug fixes Merge/Split Family members and more Family geographic distribution map * Includes Microsoft s MapPoint 2004 software ($199 retail value). Last Updated: July 8, 2005
SECTION 2: SUPPORT CONTRACTS: Q - What does an annual support contract include? A - The annual support contract(s) entitles your agency to the following services: Unlimited number of support contacts via phone, email, fax Unlimited access to the HSFIS technical support website Two or more designated callers from your agency * E-mail notification of new releases, fixes, or updates Ten percent (10%) discount on two group training sessions Reviewing client databases and; Free HSFIS software. * Dependent on agency size. See contract specifics. Q What is the contract period? A Contracts will become effective for one year from the date the contract is signed. Q - Which contract is right for my company? A There are four types of help desk support contracts that are described below. Most Head Start agencies will find contract type C the best and easiest plan. If you normally can resolve your issues by yourself and don t need to call Cleverex very often, contract type A might be the best plan, but it is more complex to manage in comparison with contract C and D. If your agency uses HSFIS intensively, you may want to consider type D contract. A. Instance Based Support Contract Under the support contract, a grantee is invoiced on a quarterly basis for the number of instances occurred. The grantee must designate 2 callers. A.1. $225/year - Each instance is $75/instance, 2 designated callers B. Web Based Support Contract Under the support contract, a grantee is invoiced on an annual basis. The grantee does not receive help desk support, only access to the support web site. B.1. $225/year to access the support web site, no help desk
C. Annual Support Contract Under the annual support contract, a grantee gets (1) unlimited number of support instances, (2) free and unlimited access to support web site, and (3) two or more designated callers. C.1. For Agency serving less than 200 funded children - $725/per year C.2. For Agency serving 201 to 999 funded children - $999/per year C.3. For Agency serving 1000 or more funded children - $225 + $0.99/per funded child Funded children Designated callers Less than 2000 2 2000 to 4999 3 5000 to 7999 4 8000 to 10,999 5 More than 10,999 Negotiated D. Premium Annual Support Contract Under the premium annual support contract, a grantee gets (1) unlimited number of support instances, (2) unlimited access to support web site, (3) one on site support*, (4) one centralized Cleverex training at 20% discount, (5) one on-site training at 10% discount*, (6) two free custom reports**, and (7) three or more designated callers. D.1. For Agency serving less than 1000 funded children - $4999/per year D.2. For Agency serving 1000 or more funded children - $0.99/per child plus $4225 per year Funded children Designated callers Less than 2000 3 2000 to 4999 4 5000 to 7999 5 8000 to 10,999 6 More than 10,999 Negotiated * Travel expenses (air and hotel) not included. ** Delivery time may vary depending the complexity of the report. Q - Can I have different levels of contracts within my company? How can I upgrade to a higher annual contract? A Yes, Contracts A and B may be purchased and bundled together. Support levels can also be upgraded at any time by validating a new contract. When you upgrade, Cleverex prorates your existing contract and applies the unused portion toward the new one. Q - Can I have more than the allotted number of Designated Customer Callers? A Yes, while the support contract allows for a fixed number of Designated Customer Callers, programs may opt to add additional Designated Customer Callers. First additional caller - $125, second caller - $100, three or more - negotiated rate.
Q - Can anyone contact Cleverex for Help Desk Support Services? A - Only the designated callers of your organization that are authorized can call Cleverex for support. This establishes internal expertise that will help solve issues faster. Q - What is an Instance? A - When you contact the HSFIS Help Desk support, a support employee will record vital information about the problem you are facing and work with you to determine the extent of the problem and assign a ticket number. This information is stored in Cleverex's customer support tracking system. Each instance is assigned a unique ticket number. The instance is considered open until the problem is resolved. You will have an opportunity to provide your feedback about your experience about the instance. Q - What constitutes an instance? Is it when the issue is resolved? A - An Instance is defined as the service event starting from the initial customer call until closure, or resolution of the problem or issue. If you have signed an Instance-Based contract, your agency will incur a one-time charge for each instance and are entitled to support service until the incident is resolved or closed. Once the instance is marked 'resolved' the customer can no longer access telephone support with that particular instance number. If you have signed an Annual Support Contract, you can have as many instances as you need and they are all covered under the contract. Q - Are there any electronic support remedies available? A - Yes. The HSFIS Help Desk support offers e-mail notification to those who submit their names to our email subscription service. We highly recommend that all customers opt in for this service, because it sends valuable information and alerts. We will continue to improve the HSFIS Support Web site to include more services to our HSFIS users. Lastly, the web based FAQ are an excellent source to search when you have questions. Q - What are the payment procedures? A Complete the HSFIS Technical Support Contract Agreement. 1. Select the appropriate Contract (Web, Instance, Annual, Premium Annual), enter the number of funded children and calculate the contract cost. 2. Fax a copy of the contract to Cleverex at 301/738-1125, Attention HSFIS Help Desk
3. Mail a copy of the completed contract and check to: Cleverex Systems Attn: HSFIS Help Desk 51 Monroe Street, Suite 1503 Rockville, MD 20850 Q We require an invoice, how should we proceed? A For agencies that require an invoice, follow the above steps 1 3 and mail a copy of the contract with a purchase order to Cleverex Systems at the above address. Q What is available for free if my agency does not sign up a support contract? A Your agency will be able to receive free HSFIS software and access the HSFIS Technical Support website to review the following information: HSFIS Training Agendas, Registration, etc HSFIS download of Software, Upgrades and Patches. Report bug and/or ideas The following sections are available to paying agencies: Support history by instances Training videos Frequently Asked Questions (FAQ) Discussion Board White pages SECTION 3: OTHER QUESTIONS: Q If I have an IT consultant helping my agency with my computer / network, can they call Cleverex for technical support? A We will continue to provide support to IT consultants under the following conditions: The agency has an annual or premium support contract with us; The consultant is working on-site at the agency when they call and; One of the designated Points of Contacts (POC) on the support contract calls us to confirm that the consultant is working with them Q If I have discovered a bug and do not have a contract, how do I report a bug?
A A bug can be reported to Cleverex in one of four ways: 1. Web site: Users can access bug reporting feature on our web site at www.cleverex.com 2. Fax: 301-738-1125 3. E-mail: hsfis@cleverex.com 4. Mail: Mail correspondence to: Cleverex Systems, Inc Attn: Technical Support Dept, 51 Monroe Street Suite 1503, Rockville, MD 20850 Q When reporting a bug, what information will I need to send? A -- When reporting a bug, please include the following information: Name Agency Phone and e-mail HSFIS Component + version Description of bug