STSG's support is made up of four services: Help Desk phone support,
software update packs, expert provisioning
consulting and monitoring
Phone Support Contract: STSG provides two levels of phone support; 5 by 10 and 7 by 24. New users will receive an
“866” phone support contract to address any issues you have with our software and services. We will support 3rd party interfaces for provisioning with application alliances to each vendor, incorporating user provisioning standards. STSG
also supports tightly control passwords, two-factor authentication, audits, and across trusting and non-trusting Domains & Forrest between systems depending on the application.
STSG provides Annual Phone Support. Service is either 7 by 24 or 5 by 9 support to its designated customers support
desk and operations. Unlimited Phone support is provided and available for one year after installation sign-off. The
hours are normally even (7) days a week with a maintenance fee increased by 4 percent should you chose this option
each year. The contract above is renewable annually from 30 days before to 30 days after the renewal date each year.
This will give STSG a baseline of annuity business which will be applied towards development of its products where marketable.
Software Update Service Packs: STSG will provide major releases of its software every 12 – 18 months for its installed customer base. Service packs are posted to an FTP site where they are available through the level 2 or 3 help desk.
We will also, on a quarterly basis, provide minor service packs, which provide some additional features along with any
bug or new functionality. STSG will provide service packs on as needed basis to correct everyday issues, made
available to its users.
STSG provides two (2) levels (Professional and Enterprise) of user CALs (Computer Access License) that are sold
on a named basis and source. The total is based on the HR and Active Directory systems to determine the purchased
number. Cloud computing provisioning will be included in a separate module and included in both CALS.
Software updates and service packs are provided throughout the year with one major release occurring every 18 to 24
months with minor releases every 6 to 12 months. Service packs and bug fixes will be released as needed based on
severity of the error and customer expectations. STSG will provide unlimited support on the actual systems set-up and installation.
Monitoring Services: Our customer’s success depends on its IT infrastructure. STSG and its partners deliver proactive
services that not only keep their network up and running, but running effectively and efficiently. With our partner, ETA Computing’s, NetWatch “Monitoring services”, means that our customers will see increased performance, security, and reliability.
The classes in order of creation will be as follows:
- * MasterKey™ Installation and System Administrator Class for 5 days on performing an assessment design, implementation through Pilot and basic policy creation of the new application and modules
- * System Administration Class- for 3 days on maintenance and operation of MasterKey™
- * Advanced System Administration Class for three days on creating policies, groups and customizing the Master
- * Custom interface Class -2 day class of customizing MasterKey™