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directconnect
It's All the Support You Need
DirectConnect Maintenance and Support Service Programs are designed with
several options to specifically fit your support needs. This gives you the
opportunity to receive support tailored to your organization's mission. FundWare offers two primary levels of services for our software,
DirectConnect Maintenance and Enhancements and DirectConnect Support.
DirectConnect MAINTENANCE & ENHANCEMENTS:
This service provides you with product updates and enhancements
to keep your system current with the latest FundWare software
available. Maintenance includes product updates that are automatically
made available to you when they are released. Enhancements
include new product features added to the current version
of FundWare software your organization has purchased.
DirectConnect SUPPORT SERVICES: FundWare realizes organizations need different levels of support
based on their needs. We offer four levels of support service. DirectConnect
Maintenance and Enhancements is included when you select any Support Services
Program.
DirectConnect SELF-SERVICE OPTION: Designed
for organizations that need minimum assistance for their FundWare
system. This option provides access to the DirectConnect Knowledge
Base and to DirectConnect Answers on Line. These comprehensive
Internet tools can be accessed through the use of English-language
inquiries on our support web page.
DirectConnect STANDARD OPTION: Designed for
organizations that want access to Technical Support services via a toll-free
telephone number. This option provides all services included in the
DirectConnect Self-Service option plus unlimited phone support with no
additional per-call charge, or limit to the number of calls for technical
assistance.
DirectConnect PREMIER: Designed for
organizations that want a quicker response level than provided with the
Standard Option. This option provides all services included in the
DirectConnect Standard Option plus exclusive use of a separate toll-free
telephone number. DirectConnect Premier subscribers receive priority and
receive discounts and priority on Educational and Professional Services.
DirectConnect PAY-PER-CALL: Designed for
organizations that do not purchase one of the three available support plans,
this option provides you with telephone support available on a "cost-per-call"
basis.
DirectConnect SUPPORT HOURS: FundWare maintains two time schedules for our phone support assistance.
If you are in the Eastern time zone of the United States, you can reach FundWare technical support hotline between 6:00AM and 4:00PM
Mountain Standard Time (8:00AM and 6:00PM Eastern Time). All other time zones
can reach FundWare technical support hotline between
7:00AM and 6:00PM, Mountain Standard Time, except Friday when support is
available 7:00AM to 5:00PM. Holiday schedules are posted on our Support
Website.
To purchase DirectConnect Support Services,
contact FundWare or your local authorized FundWare reseller.
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