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AMS – TMA Terms Document <br />10 <br />EXHIBIT A: SUPPORT PLAN <br /> <br /> <br />TMA takes great pride in the level of support it provides both in terms of response time and <br />knowledge of the system. In recognition of our company's commitment to its clients, we have a <br />comprehensive support plan in place to make certain you are a satisfied client. The details of our <br />proposed Gold Plus Annual Support Plan are described in the following: <br /> <br />• Free and timely updates to the current version of your licensed TMA software when <br />released. Includes supporting documentation <br />• Technical support weekdays (excluding holidays) from 7:00 to 5:00 CST/CDT via phone, <br />fax, and e-mail <br />• Access to the TMA Internet support site (www.tmasystems.net ) <br />• TMA Customer Support Portal for clients to submit new issues, review previously closed <br />or open issues, and download software from www.tmasystems.net <br />• Direct toll-free phone access by clients to TMA's Call Center and Technical Support <br />Agents for immediate help <br />• State-of-the-art call tracking software used by TMA to log and track client issues <br />• Escalation procedures for critical issues <br />• Application support via Join.me.com, allowing technical support agents to connect to the <br />client's workstation via the Internet <br />• Access to tutorials via the TMA Customer Support Portal that covers basic functions in <br />the application such as processing requests, work order generation, work order browse, <br />work order costs, and planned maintenance scheduling <br />• Access to the TMA list server for interacting with other TMA users through e-mail <br />• Quarterly TMA newsletters with useful information and e-mail notifications of upcoming <br />events, upcoming releases, and general information <br />• Availability of a secure FTP site for clients to upload and download files for quick file <br />retrieval <br /> <br />In addition to the benefits listed above, TMA Gold Plus Support Plan also includes: <br />• Emergency after-hours phone support 24 hours / 7 days per week <br /> <br /> <br />DocuSign Envelope ID: D1041CA6-DBD4-42BE-8B32-7C592BF2BA15DocuSign Envelope ID: 3E613CA5-0A37-4CD3-890F-47CC5E2F38B1