| Technical Support | Currently Available in StingRay | Vendor | Vendor | |||||||
| Complete system and application documentation on-line for standard configuration as well as any customization specific | ▲ | |||||||||
| Customizable help definitions on screen fields | ▲ | |||||||||
| 7 X 24 support hours | ▲ | |||||||||
| Access to FAQ online | ▲ | |||||||||
| Vendor maintains an online database of logged incidents | ▲ | |||||||||
| User defined incident priority | ▲ | |||||||||
| Documented escalation process | ▲ | |||||||||
| On-Site support available | ▲ | |||||||||
| Maximum incident turnaround time <24 hours, when possible | ▲ | |||||||||
| End user training documentation provided | ▲ | |||||||||
| Technical (development) documentation provided | ▲ | |||||||||
| Full technical documentation, including database diagrams (i.e. fields, tables, schema/database structure, etc) | ▲ | |||||||||
| Support located in Continental US | ▲ | |||||||||
| Average technical support experience level should be > 3 years | ▲ | |||||||||