TROPOS has become a market leader in its sector through the rich, industry-specific functionality and the comprehensive range of software toolkits that can be supplied with it. This combination of tools and features provides unparalleled flexibility and ease of integration, allowing you to configure a unique solution whilst retaining all the advantages of a standard, supported software package.

All TROPOS software is supplied with an annual software product maintenance contract that covers the supply of software upgrades and software problem resolution through telephone or dial-up support. This level of support ensures that the software remains fully operational and up to date.

As a user of any of the TROPOS software toolkits you may find that some telephone advice from skilled technologists may be useful – or even essential - from time to time. To address this we have made technical consultancy available on an as-required basis under the TROPOS OneCall programme. This added value service complements the software product maintenance, providing a comprehensive service covering both the software tools and your own use of them for specific projects.

TROPOS OneCall is supplied in the form of “packs” of calls, which may be used for telephone advice and guidance for any combination of TROPOS Tools that you may have licensed. Tools covered by TROPOS OneCall Software Tools Assistance include:

• Batch Load Wizard
• TROPOS Incoming Generic Interface (TIGI)
• PC Software Developers Kit
• TROPOS Intranet (supplied with TROPOS 3 Web Client)
• Application Designer (Browser Applications)
• SFDC and Automated Data Capture Toolkit
• TROPOS Active Workflow
• PC Client Screen Designer
• TROPOS White Paper Printing

They also cover product templates and third party integration including

• Cognos Catalogue
• Cognos Impromptu report pack
• Cognos Powercubes
• Cognos PowerPlay templates
• Integration with Microsoft applications – Excel, Access, Outlook
• Database (ODBC) queries

Terms

OneCall is only available if an Annual Software Maintenance contract is in place for the software. OneCall is intended to provide telephone assistance in the use of the tool – if the query is as a result of a software problem caused by SSI, the Call request will not be charged for. The definition of a OneCall Request follows the industry standard set by Microsoft – it refers to a single request that cannot be sub-divided further into multiple requests. If a request consists of subordinate issues, each shall be considered a separate Service Request.

The maximum amount of SSI time that can be spent on a call request is two hours. If after initial assessment it is likely that more time is required, the work can either be covered under SSI’s Consultancy rates or multiple Service Requests will be charged for. This time covers telephone, on-line and off-line research by SSI’s support consultant. The scope of the Call will be agreed with the Customer before any activity commences.

OneCall requests are managed by SSI’s Help Desk and allocated to the most appropriate SSI resource to resolve in the timescale and to the scope agreed.

Pricing

OneCall are available in packs of 10 Calls at a cost of £2,000 per pack. OneCall is a single product and can be applied to multiple SSI Tools and Templates. SSI Tools Training Courses include some initial Calls for use after the training course. Please contact your SSI Sales Account Manager to order your OneCall service.

Similar additional OneCall services are available relating to Infrastructure Services Database management

• Operating systems
• Mail servers
• Printing
• Automated data collection
• Additional hardware specification
• Network Planning and Communications
• Upgrade planning