Basic F.A.S.T. Support Services Include:
- Remote installation of new FACSys Systems (up to 60 days post-purchase).
- Version releases and updates of FACSys for existing installations.
- Support for one mail gateway of the customer's choice (Exchange, Notes, GroupWise or SMTP).
- Support for additional "Schedule B items" may be purchased.
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1 | Server Installation, Re-Installation, Update, or Ongoing Maintenance:
- Update / upgrade to the current version release of emFAST FACSys Server and Desktop Client.
- Work through telephone / internet consultation to:
- Perform or assist in the recovery, re-installation or update of the customer's faxserver(s).
- Use best efforts to ensure the fax devices are properly configured with manufacturer's analog drivers (DialogicBrooktrout). Digital, T1, E1, and PRI support is extra: See option 8, Schedule B.
- Use best efforts to ensure customer's data files retain their integrity post-installation including:
- Phone books
- Licenses
- Cover pages
- Routing tables
- CSID routing designations
- Ensure DID routing (if installed) and mail gateway functionality remains intact.
- Provide technical support on all aspects of the Customer's existing faxserver installation (except customer written API configurations)
- Provide periodic and ongoing e-mail notification to the customer regarding:
- The availability of FACSys updates and training programs
- Notification re service packs and hot fixes
- Fax tips and ideas to enhance the customer's fax server efficiency
2 | FACSys Desktop Client Installation:
- Install/configure FACSys Client desktop on one workstation.
- Demonstrate client installation and the /s (silent) option.
- Train administrator on options re login to client.
- Assign default cover page to user or setup cover page in public folder in Exchange
- Train administrator on how to setup primary phone book or access to outlook contact and fax type addresses
- Explain and demonstrate canonical dialing and routing rules.
3 | Mail Gateway Support:
- Classic F.A.S.T. Agreement includes support for one of the following MAIL Gateways:
- FACSys Fax Connector for Exchange
- Lotus Notes
- GroupWise
- SMTP
- Additional mail gateway support may be purchased (See Schedule B, Item 7)
4 | Troubleshooting and Recovery:
- In the event that the faxserver is not performing properly, (sending, receiving and routing), emFAST Inc. will assist to restore functionality of the emFAST FACSys software and/or its gateway connections.
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Support Requests
- Support incidents must be submitted through a webform.
- F.A.S.T. response may be via e-mail or telephone call back within four (4) business hours.
- Unless otherwise stipulated, support services will be performed between the hours of 8:00AM and 9:00PM EST, weekdays, statutory holidays excluded. Alternate arrangements can be made at additional cost.
- Scheduled after-hours service is billed at $175.00 USD per hour.
- Non-scheduled or after-hours emergency service and weekend service is billed at $250.00 USD per hour, minimum two hours.
- Hourly rates, for services outside of this agreement are $175.00 USD, with a minimum charge of two hours.
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Please note that while four (4) hour response to a trouble ticket is assured, resolution to any particular problem may not be possible within 4 hours. In some cases the problem needs to be escalated to the FACSys engineering team.
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FACSys Feature
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Covered under BASIC Agreement
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Covered under Optional add-on
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| FACSys Updates to Current Version Release |
Download of current SP and Hotfixes
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| Brand New FACSys installation |
Yes - Up to 60 Days
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| Onsite Technician |
No
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Yes: Option 11, Schedule B
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Desktop Client Program:
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| Hierarchical Desktop Folder Design |
Yes
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| SMS Support Automated Client Installation |
Yes
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(Setup /s for
'silent install')
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Extensive Fax Scheduling Options Including Priority, Off. Peak, Date and Time, Hold for Preview.
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Yes
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Personal and Shared Address Books
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Yes
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Integrated Cover Page Editor to Manage Personal and Shared Cover Pages
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Yes - Training Viewlet
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Management Approval of Outbound Faxes
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Yes
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Access to ODBC Data and MAPI-Address Lists
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Yes
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Integrated FACSys Fax Viewer
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Yes
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Billing Codes and Charge-Back Capability
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Yes
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FACSys Administrator Program:
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FACSys User Group Administration & Access Control
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Yes
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Extensive User Profile Options and Permissions
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Yes
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FAX Device Configuration Analog or Analog DID
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Yes
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License installation and configuration
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Yes
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Digital T1, E1, PRI FAX Device Configuration
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No
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Yes Option 8 Schedule B
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Pre-Defined FACSys Reports
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Yes
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Route Address Rules and Dial Number Blackout
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Yes
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Print Confirmations
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Yes
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Fax Server Features:
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100% Backward Compatible for Client Mixing
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Yes - Pre 4.8 not supported
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| Supports Server-to-Server Fax Message Routing |
Yes
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NOTE: Client to Client or Channel to Channel. No cross license support.
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Advanced Security and Integration with Windows NT/2000/2003 Account
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Yes
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NT or FACSys User Authentication modes
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Yes
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Integration with 3rd Party ProductsCustom AFM programming extra
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No
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Yes: Option 9 Schedule B
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| Support for Unified Messaging (UM) |
No
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Yes: Option 9 Schedule B
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Least Cost Routing to Networked FACSys Servers
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Yes
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| Full PCL-5e and Postscript level I & II Printer Emulation |
Yes - Required add-on renderer
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Support for OUTSIDE IN Document Rendering
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Yes
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With OUTSIDE IN Installed
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| Support for Adobe PDF attachments |
Yes - Requires Adobe 5.05 or better full product on server and FACSys 4.8 or better
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FACSys Offers Many Ways to Send Faxes:
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From the FACSys Desktop
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Yes
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From Outlook/Exchange (no forms)
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Yes
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| From Outlook/Exchange with forms |
No
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Yes: Option 9, Schedule B
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| From Outlook/Exchange with Client Extensions |
No
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Yes: Option 9, Schedule B
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| Lotus Notes, GroupWise, SMTP or WEB Agent support |
No
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Yes: Option 7, Schedule B
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Printing to Fax From Any Windows Application
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Yes
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Using the FACSys Mail Printer
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Yes
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Using Drag and Drop
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Yes
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Broadcast Faxing
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Yes
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FAX narrow casting from Word using Macro
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No
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Yes: Option 9, Schedule B
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Quick Send a Cover Page with a Short Message
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Yes
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AFM Development Tools for Custom SDKs/API's
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No
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Yes: Option 9, Schedule B
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Faxing From Custom ODBC Programs
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No
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Yes: Option 9, Schedule B
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| Faxing with Embedded Codes |
No
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Yes: Option 9, Schedule B
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FACSys Feature
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Covered under BASIC Agreement
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Covered under Optional add-on
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Email Gateway Support - Basic support includes ONE mail gateway (FFC, Notes, GW or SMTP):
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Microsoft Exchange AD & Clustering
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Yes if FFC is option chosen
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Otherwise: Option 7, Schedule B
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| SAP System R3 |
No
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Yes: Option 6, Schedule B
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| Microsoft Mail; ccMail; Novell MHS |
No
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Yes: Option 7, Schedule B
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| HP Scan Jet 5 and 9100C Digital Sender |
No
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Yes: Option 7, Schedule B
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Inbound Routing Options, Inbound faxes can be routed using any of the following methods: (Note: Fax Hardware must be compliant)
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| DID (direct inward dial) |
Yes
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CSID/ANI/DNIS (call subscriber ID remote lookup table)
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Yes
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Line/Channel Routing
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Yes
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Routing to E-mail
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Yes
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Routing to Network Printer
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Yes
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Forwarding to Remote Fax Machine
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Yes
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Manual routing to FACSys User Groups via Subscriber ID, Line/Channel
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Yes
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Routing to Archive (Shared Folder or FTP)
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Yes
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| Thrufax inbound routing |
No
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Yes: Option 9, Schedule B
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File Format Attachments - FACSys Client and Mail users can attach any of the following file types to their outbound faxes:
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TIFF G3/G4/MH
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Yes
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PostScript Level 1, 2, (Requires Rendering Add-on)
PostScript 3, 4 (Requires Acrobat 5.05 full product)
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No
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Yes: Option 9, Schedule B
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PCX
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Yes
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PCL5e w/TrueType (Requires Rendering Add-on)
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No
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Yes: Option 9 Schedule B
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Intel DCX
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Yes
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HPGL2 (Requires Rendering Add-on)
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No
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Yes: Option 9 Schedule B
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ASCII Text
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Yes
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BMP (1,4.16,256, and 24-bit color)
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Yes
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RTF Documents (FACSys 4.8 or better)
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Yes
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Excel XLS (Portrait or Landscape)
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Yes
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Write Files WRI
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Yes
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Word for Windows DOC. HTML
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Yes
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Acrobat PDF (Requires Acrobat >=5.05 full product)
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Yes
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WordPad Files WRI
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Yes
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Lotus 123 WKS
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Yes
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Lotus WordPro Files
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Yes
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Jet Form
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Yes
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PowerPoint PPT
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Yes
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Outlook V-card
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Yes
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OUTSIDE IN Viewer compatible formats
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Yes
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With OUTSIDE IN Installed
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| e-Copy/Mailroom Support |
No
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Yes: Option 9, Schedule B
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Supported Fax Hardware:
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Analog intelligent fax cards
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Yes
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| Digital fax cards |
No
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Yes: Option 8, Schedule B
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Ship Before Receive Warranty Swap
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No
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Yes: Option 4, Schedule B
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