Veramark Customer Support - remote support access policy

Veramark Customer Support has expanded options related to its policy for providing online on-demand remote desktop support access for pc remote support over the Internet. The policy includes three options Standard, Non-Standard and No Remote Access.

Standard Remote Access
There have been new methods developed with technologies that are faster and more secure than were previously available. To keep in step with emerging technologies, we are expanding the available methods of remote access for Support to include the following remote support options:
• PcAnywhere/modem session (Requires client to own PC Anywhere) • PcAnywhere direct IP session (Requires client to own PC Anywhere)
• Microsoft Live Meeting via Internet • GoToMyPC Client Session (HIPAA and GLB Compliant)
Standard computer Remote Access for remote support does not include any additional charges for implementation and maintenance.

Non-Standard Remote Access
Remote access methods outside these options may be accommodated, but they will need to be charged for on a case-by-case basis after an evaluation is done. Non-standard remote access methods require additional Support time. The initial set up of the remote access session may require additional software to be loaded, new sets of passwords to record and keep track of for each customer, and assistance from MIS to open firewall ports and create rules to allow the remote access session to go through the firewall.

In light of these facts, the following charges will be applied to setup and maintain remote access methods other than the access options listed above.
• Initial set-up charges will be provided on request
• Yearly annual maintenance charges will be provided on request. Remote Access maintenance charges will be pro-rated to correspond to the dates of the system
maintenance contract.

No Remote Access
In the event a customer does not allow remote access, every reasonable effort will be made by Veramark Support to resolve the incident without it. However, the customer restricting remote access must be aware that these limitations will affect the ability of Support to provide the same level of support that could be provided with remote access. Some of the results of restricted remote access are:

1 – The time to resolve an incident may be increased. In some cases, the incident may not be possible to resolve without an on-site visit by a Veramark technician. Remote Access Support Policy 70M00434F Page 2 of 2 October 13, 2004

2 - If the incident affects the collection of data, there may be loss of data until the incident is resolved.

3 – If Helpline Support arrives at a decision that they can go no further without accessing the system server, and the customer insists on trying to resolve the incident over the phone, the time will be billable at Veramark’s prevailing rates.

4 – If the incident cannot be resolved over the phone, and an on-site visit by Veramark results, the on-site visit is billable at prevailing rates plus travel and expenses.

The following conditions will also apply.
- The customer must have a maintenance contract in effect.
- The customer will provide software to Veramark at N/C for any changes to the remote access software that are required for Non-Standard Remote Access.
- Minor changes will be covered under the maintenance contract for Non-Standard Remote Access. (ex. Password or IP address changes).
- Major changes will be billed at prevailing rates.
Please make a selection of the type of remote access your organization will be using:

_____ Standard Remote Access
_____ Non-Standard Remote Access* _____ No Remote Access*

* Additional charges will apply.