System Support Services:

Integrated information management, document imaging, COLD/ERM, workflow and eCommerce systems are becoming increasingly complex while becoming more critical to day-to-day operations of business. Image Information's Customer Support Services mission is to increase the level of customer satisfaction by providing world-class customer service, delivering value-added engineering services and premier educational services to our customers and business partners. Image Information's primary support staff delivers responsive telephone and onsite support to our customers throughout the United States. Technical specialists are available at our corporate headquarters in Atlanta, GA and can be onsite in a matter of hours.

Image Information, Inc. is prepared to provide each customer with the specific level of support services necessary to meet operational or financial requirements. These services can include recurring technical support response, onsite troubleshooting, remote diagnostics, strategic planning and system design reviews, full-time out-sourced systems administration and supplemental project management services.

In order to provide our customers the best service and support possible, Image Information, Inc. is continually upgrading our technology and improving our ability to respond. Some of the new additions expected in the next several months will be the addition of a customer section, by product, on the Image Information Web Site. This will allow our customers to access the SupportDesk system to review the status of their current calls and overall call history at their convenience. A customer will also be able to initiate a SupportDesk call from the Web Site.

In addition to SupportDesk access, all product specific information, bulletins, helpful hints and other pertinent information provided by the manufacturer and Image Information, Inc. will be available via the Web Site. Image Information, Inc. has installed dedicated T-1 communication lines to provide faster remote dial-up, diagnostic and administration capability for those customers who choose to take advantage of this service.

As the customer base of Image Information, Inc. continues to grow both in size and complexity, the need is apparent to provide a method to objectively identify and determine need, and properly prioritize resources in our efforts to satisfy our customer support responsibilities.

To this end, Image Information, Inc. provides a Four (4) Tier Technical Support offering that provides our customers with a precisely tailored support package to meet their needs and allows for prioritization of resources based on the current level of support. The levels range from Basic, Standard, Premium and Mission Critical. Cost for these services can range from 10%-18% annually.

The Service and Support Agreement (SSA) provided by Image Information, Inc. is typically billed as a percentage function of the installed Software, Application Design and Development products for each client. The agreement does not include the Software Assurance Agreement (SAA) typically provided by the software manufacturer and billed separately.

Image Information, Inc. offers our customers the opportunity to reduce the cost of annual support based on criteria, tenure and training. The relationship desired by Image Information, Inc. with our clients is a long term, mutually beneficial, business relationship. One in which value is derived by and from both sides of the partnership. To that end, Image Information, Inc. is prepared to pass on benefits and cost reductions as that relationship matures and becomes more productive. Typically the greatest amount of support for new systems occur in the first few months and after the first year, start to decline. The cycle is usually one of primary support transitioning to system maintenance over an approximate 18 month time frame. This is a common curve in our industry and Image Information, Inc. has been extremely successful in dramatically compressing that time frame for our customers by assuring, via our deployment, testing, training and management procedures, that the applications go in correct the first time. This drastically minimizes support issues and creates a much smoother transition during the rollout and system parallel test period.

When a client has their technical staff specifically trained on the products and applications we provide and their tenure with us as a customers continues for an extended period of time, it is typical to see fewer and fewer support issues crop up as time goes on. As Image Information, Inc. has to expend less effort to support that client, our costs are reduced. Image Information, Inc. passes those lower costs to our clients in the form of discounts to the particular level of support they participate in.

Hardware Support Services:

Image Information, Inc. does not, as a rule, provide direct hardware maintenance agreements. As there are many firms in existence which directly and efficiently satisfy this need for the industry and often times our customers have existing relationships with such entities, we find the customer to be better served both financially and effectively if they arrive at these 3rd party arrangements on their own.

Image Information, Inc. does realize the specific and special relationship of the hardware and software associated in a sophisticated information management system as far as support is concerned. As such, Image Information, Inc. offers, for an additional 2% added on to the particular SSA level the customer engages us on, the service of providing "First Call" hardware support. This means that Image Information, Inc. will keep track of the equipment associated with the system by model, serial number, etc., perform preliminary diagnostics and, when given authority by the customer, and predicated on a current hardware maintenance agreement (HMA) in place with a support vendor, place and monitor service calls to that hardware in order to maintain the system in as most efficient manner as possible.

In the event the customer has no existing relationship with a hardware support firm, Image Information, Inc. can facilitate introductions and assist in the negotiations of those agreements.

SOLUTION PARTNERS: