The CRMS Level 2 Extended Support Package includes access to the Standard Support Package plus after-hours extended support services as below:
Extended Support Package Details
- After hours support offered via email between the hours of 4:30pm - 10:pm (eastern standard time) weekdays, excluding statutory holidays
- Handling of all emergency issues that result in no access or limited access to the system
- Access to speak to a live Support Attendant
- Access to Programmer on-call only for Category 4 issues (please refer to CRMS Priority Chart)
- EXCLUDES: regular support for minor non-emergency issues such as templates, forms, drop-down menu changes, CDS/MIS reporting inquiries and any system functions that should be performed by your internally assigned CRMS Administrator.
- EXCLUDES: IT issues as a result of your internal IT staff not being available after hours. For handling of IT support this is an additional charge per call based on an hourly rate.
