SuiteSupport

Customer SuiteSupport Services


Ujima Consultants provides UjimaSuites users with application support, maintenance and upgrades through both its Customer SuiteSupport and the FORUM. The Customer SuiteSupport is part of the UjimaSuites basic services to purchasers of software application licenses. The 12-month application license that comes with any of the UjimaSuites Version products provide the following features and warranties as part of the licensing agreement:

1. Guarantee of application software functionality for a 12-month period, which includes corrections of any software bugs.

2. Online access to application tutorial upgrade for the 12-month period, which includes 24-7 web access to tutorial changes and revisions.

3. Free copy for any bump release completed during the 12-month UjimaSuites Version application license period.

4. Online access and response for all UjimaSuites user questions and application support inquiries.

5. Business Hour Customer Services telephone access to handle any user inquiries and issues.

6. Online access to application PDF format training materials, which includes user manuals, application flow process, and Application Upgrade History.

7. Reduce pricing on other Ujima Consultants services during the 12-month UjimaSuites Version application license period.

For additional information on SuitesSupport Product Maintenance and upgrade options for UjimaSuites applications, please go to the Product Maintainence page.

Ujima Consultants also offers the following products and services

Overview of Support and Request Form

Overview

This Ujima Consultant document provides the structure layout for the UjimaSuites Customer Support under the Ujima SuiteSupport Profile Attributes for service product plans. The Profile Attributes are the service-characterized features and product milestones for each Ujima product SuiteSupport customer services. Ujima Consultants view these attributes as 'in the sequence of what the standardized approach for application development and support should be. The Ujima SuiteSupport has the following attributes:

These attributes are listed in more detail under the "SuiteSupport Table" that follows and is the destination for the hyperlinks above.



SuiteSupport Table

The attributes are defined, characteristics summarized in the table below.

No. Attribute Character Summary Description Sr. Consultants Comment
1 Application Support Plan Customer's SuiteSupport Concept service plan activities. By maintaining the attributes of the Ujima Consultants SuiteSupport concept
2 Brochures Application tri-fold customer handout. Used at customer presentations and for market package mailings. Available from the Ujima Consultants web site
3 Overview Application 2-page customer handout with detail highlights. Used on Ujima Consultants web site and for market package mailings
4 License Agreements Legal document attached to each UjimaSuites Version application products that stipulates software agreement, release date and use restrictions. Ujima Consultants maintains the database for customer's license under warrantees. License Agreements are available from the Ujima Consultants web site.
5 Tutorial A hyperlink conversion of training documentation and manual selection to hypertext for online tutorial. Hypertext comes with pictures in GIFS or JEPEG graphic formats). Available on the CD media when release for sale.
6 Help Files Online user Help files with integrates linkage and printing functionality. Help files created using Microsoft Developer Tool Kit. Help files are available on the CD media when release for sale.
7 Customer Communications Access A 24-7 Online Customer Inquiry Email; License and Pricing Information plus a stand business hour voice and fax customer access All Customer communications based on License based on 12 month Version type. Any prior communications is considered sales activities.
8 FORUM, a User Organization Ujima Consultants provides and coordinates all UjimaSuites application support to user organizations Ujima Consultants administers the FORUM for Client Family members' user input and requirement solicitations. The FORUM is sustained as a web based communications, Internet connectivity and ongoing virtual meeting place with customer member selectivity.
9 SuiteTraining Plan Ujima Consultants design and plans all UjimaSuites application customer training. Ujima Consultants maintains the FORUM and Client Family members training support for UjimaSuites.
10 Manuals Detail User guide with standard contents and style format. Also used in hyperlink tutorial conversion process and for market training activities.
11 Process Flow Ujima Consultants maintains and publishes all UjimaSuites application navigational flows and UjimaSuites development process. Ujima Consultants maintains the FORUM and Client Family members training support for UjimaSuites
12 Prime Customer Review Date for PCR for all beta application releases and integrated SuiteTraining Plan releases to client family for review and or beta-training. A feature of Ujima Consultants customers’ warrantees under licenses and upgrades.
13 Product Maintenance All UjimaSuites Products come with a 12-month warrantee as noted in the license. The Customer SuiteSupport is part of the UjimaSuites basic services to purchasers of software application licenses. The 12-month application license that comes with any of the UjimaSuites Version products provide the following features and warrantees as part of the licensing agreement:

1. Guaranty of application software functionality for a 12-month period, which includes corrections of any software bugs.

2. Online access to application tutorial upgrade for the 12-month period, which includes 24-7 web access to tutorial changes and revisions.

3. Free copy for any bump release completed during the 12-month UjimaSuites Version application license period.

4. Online access and response for all UjimaSuites user questions and application support inquiries.

5. Business Hour Customer Services telephone access to handle any user inquiries and issues.

6. 10 % Reduce pricing on other Ujima Consultants services during the 12-month UjimaSuites Version application license period.

 Ujima Consultants provides UjimaSuites user with additional application support, through its additional fee extended maintenance and upgrade agreement under both its Customer SuiteSupport and the FORUM. The features under this arrangement includes:

1. Full coverage of standard maintenance warrantee agreement features under UjimaSuites basic services to purchasers of software application licenses.

2. 50% reduce price for all UjimaSuites new license Version software application releases.

3. Online access to application PDF format training materials, which includes user manuals, application flow process, and Application Upgrade History.

4. Membership in The Forum, a User Organization administrated by UjimaSuites, with all the related rights and privileges such as access to protected website and application change management control.

5. Prime Customer Review (PVR) of all beta application releases and integrated SuiteTraining Plan releases to client family for review and or beta-training

6. Software Escrow Protection, that includes access to certified deposit of software source code with a bonded escrow company that specializes in software agreements for developers, licensees and legal authorities. This feature insures that the access to the necessary software program for required changes is available in Ujima is not able to provide the services in the future.