AISC provides maintenance and technical support in several areas from initial planning through training and follow-up support after the system has reached production. These services are designed to assure the user that the system is employed in a cost-effective manner, which addresses the specific needs of the Customer. With technical support located in Riyadh, Jeddah and Al-Khobar, we are ideally placed to support our customer base in Kingdom of Saudi Arabia. In addition to our Riyadh, Jeddah and Al-Khobar support facilities, regional technical support centers are located in Bahrain, Dubai, Abu Dhabi, Al-Ain, Muscat and with our distributors in Kuwait.
Our system support provided through the Intergraph Mapping and GIS HelpDesk is an integral part of Warranty and Maintenance. To meet the special and ongoing support requirements of mission-critical operations, Intergraph Mapping and GIS has a HelpDesk that provides
Through the HelpDesk, we provide the central point-of-contact and the first level of direct support for all products purchased from Intergraph. This includes the operating system, database management system, development tools, report writers, productivity tools, networking software, and external interface software.
There is no additional cost for Intergraph to help diagnose that a hardware problem has occurred, but it is the customer’s responsibility to initiate the call to the hardware vendor for service and repair of the failed equipment.
HelpDesk support is not a separate cost item. For the Warranty period, HelpDesk support is included in the cost of the software. During Extended Warranty and Maintenance periods, HelpDesk support is included in the cost of the Extended Warranty and Maintenance coverage.
Support is the process by which the customer reports errors and Intergraph responds. Before reporting a problem, we request that the System Administrator conduct a preliminary error review to verify a problem’s existence and to attempt to determine if the problem is with the hardware or software. For software, the circumstances under which the problem occurred should be documented. The System Administrator should also attempt to duplicate the problem and determine the priority level of the problem before contacting Intergraph.
The customer shall assign an initial priority level for each error reported. After examining the problem, Intergraph will work with the customer to upgrade or reduce the priority level of a particular error if there is reason to do so.