Technical Support Program - Plus Technologies · Fleet Manager for device/consumables management, increasing print speed and printer availability, integration with driver management

Output Management SoftwareImproving Print Operation Efficiencies

Plus Technologies LLC Company Confidential - Copyright 2014

Plus TechnologiesTechnical Support Program



Table of Contents

OM Plus Introduction and OverviewTechnical Support ProgramEnterprise Output Management SoftwarePlus Technologies Summary

Introduction to Our OM Plus Software SuiteThe core building block for our output management solutions is our OM Plus software suite. It includes a number ofsoftware module components that provide advanced print spooling, queue management, intelligent document routing,print metrics, device management and document archiving capabilities. OM Plus will ingest data from numerous sources,route, manage, and store documents based on a rules based engine. OM Plus seamlessly integrates into most EMR andERP systems for end-to-end document control and provides a centralized point of administration for managing the entireoutput system.

Our most popular solutions include our core OM Plus Delivery Manager software which provides the base infrastructure,ERP integration, document delivery, and administrative features. Then, based on customer requirements we add featuressuch as My-Print-Delivery for pull-printing, Context Delivery for intelligent routing and color control, Tamper Resistant Print,i-Sat for secure, plug & play internet print delivery for remote locations, Stats Manager for print/copy/fax/scan usage analysis,Fleet Manager for device/consumables management, increasing print speed and printer availability, integration with drivermanagement and security software solutions, and more.

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Summary of Services: Toll free remote technical support. The right to fixes and patches. The right to product version upgrades. The right to move the software from one computer to another.

Coverage Options: Standard Support - U.S. Business days Monday - Friday 8:00AM - 8:00PM Eastern Time. 7x24 - Adds non-business hours to the standard support coverage model. 7x24 is an extra cost item per Plus Technologies’ price quotes.

Support Renewal: The first year of support is included with purchase of the software. Upon the expiration of the coverage period (term) support is renewed annually unless the customer notifies Plus Technologies of cancellation. Customer is required to sign Company Software License and Support Agreement (SLTSA) to receive activation codes and support coverage.

Support Service Contact Information: Toll free (1-877-899-7587) - option 6 Telephone International (1-937-847-0614) - option 6 Facsimile (1-937-384-0842) Email ([email protected]) Email from website

7x24 Contact Process: Customer is to call Plus Technologies Support at the telephone numbers above. When the recorded message begins, Customer should enter the specific after-hours mailbox extension (provided to the Customer by Plus Technologies at the time the 7x24 order is placed, but not presented in the voice message). A Plus Technologies support technician will be notified and call the customer back within 2 hours of the original call (sooner if possible). The support technician will have access to the systems required to create an incident-assist with the diagnosis and problem resolution including email and development systems.

Nominal Support Process: Upon receiving a Support request, the support technician will validate Customer’s right to receive support services. Once support is validated, the support technician will create an incident in the company’s tracking system and begin activities to gather data, diagnose, and begin to resolve the problem.

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Technical Support Program


Priority Levels and Escalation: The description below describes Plus Technologies’ standard prioritization and escalation process. Should the customer require something different Plus Technologies is willing to discuss modifications.

Priority Level 1: Defined as a type of error that renders the entire or any part of the company software inoperative or causes the software to fail catastrophically and no workaround exists, or the available workaround is unacceptable due to its operational impact. Priority 1 Process Support technician assigns the incident top priority and responds to the Customer request immediately. Technician opens an incident and engages Plus Technologies resources as required (including the co-located development staff) immediately to assist in analysis and problem resolution. The team works continuously until the problem is resolved which may include hours outside of typical company work hours depending on the nature of the issue. Technician sends fix to Customer as soon as it is available.

Priority Level 2: Defined as a type of error that significantly degrades performance of the company software or materially restricts the use of the software. Priority 2 Process Support technician assigns the incident second level priority and responds to the Customer request within two business hours or sooner. Technician opens an incident and engages Plus Technologies resources as/if required (including co-located development staff) immediately to assist in analysis and problem resolution. Technician works on problem within standard office hours until problem is resolved. Technician sends fix to Customer as soon as it is available.

Priority Level 3: Defined as a type of error that causes only minor impact on the use of the company software. Priority 3 Process Support technician opens an incident and responds to the Customer request within two business hours. Technician works on issue as time allows once all priority 1 and 2 issues are resolved.

Escalation: Technician management is alerted to all priority 1 issues. Daily status updates are provided to management as long as priority 1 issues remain unresolved. There are weekly reviews of all priority 1 and priority 2 incidents with management and senior management.

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OM Plus Software Suite The Plus Technologies output management software product portfolio is called the “OM Plus Suite.” It consists of multiple software products each designed to solve a specific kind of output or print related challenge. Each product in the OM Plus Suite can stand on its own, can be customized, or can be integrated with the other OM Plus software products, as needed, to solve unique document related challenges.

OM Plus Delivery Manager (DM) Print Spooling Software OM Plus Delivery Manager (DM) is advanced, intelligent print spooler software that seamlessly ingests jobs from multiple systems and delivers them to printers, and other destination types. Changes are not needed to enterprise systems. OM Plus DM provides print confirmation, re-printing, re-routing, automated fail-over, load balancing, bundling, re-sequencing and other features.

OM Plus My-Print-Delivery™ (MPD) Software OM Plus My-Print-Delivery (MPD) software is Plus Technologies solution for "pull printing.” MPD improves efficiencies by holding user print jobs until released by the users at the printer or multi-function device itself. MPD improves user print mobility, reduces cost, increases compliance, and improves security.

OM Plus Stats Manager (SM) Print Metrics and Statistics OM Stats Manager (SM) enables organizations to analyze and understand the who, what, when, and where of printing, copying, faxing, and scanning in the enterprise. SM collects data from spooling systems (user based data) as well as devices (printer based data) to give a complete picture of activity and cost.

OM Plus i-Sat OM Plus i-Sat is Plus Technologies' internet based printing technology. i-Sat consists of software modules that enables the use of the internet to securely deliver print jobs from one location to another. This solution set includes a ‘plug-and-play’ appliance which is a good fit for distributed locations such as satellite offices, retail outlets, labs, or health care clinics.

OM Plus Fleet Manager (FM) Printer Fleet Management Software OM Plus Fleet Manager (FM) is a comprehensive printer/MFD fleet management software system. FM gathers near real time data such as page counts, color vs. mono pages, copies, scans, faxes, errors, device health, toner levels, and more. FM then parses the data, analyzes it, alerts users of errors, and generates reports. OM Plus FM can highlight device usage, downtime, automate consumables ordering/replenishment.

Enterprise Output Management Software


Solutions for Large-Medium-Small Customers Technologies scales up and down Flexible licensing to serve small systems Flexible pricing models

Scalable Solutions

Overview

Why Plus Technologies?Enterprise Print for Business is our FocusPlus Technologies ExperienceProduct Quality and Ease of UseHigh Touch - High Quality Technical SupportLow Cost of Ownership

Plus Technologies develops quality software and services forthe enterprise print market that helps our customers with:

Document Routing and Work-flow Improving IT and Help Desk Productivity Lowering Printing Costs Pull-Print Solutions Increasing Print Throughput and Scalability Print Statistics Improving Compliance/Security Managing Print Services Secure Print Delivery ERP/EMR Output Consolidate Print Servers

Plus Technologies Summary

For More Information Please Contact us via Phone or EmailToll-Free 877-899-7587Outside of U.S. 937-847-0614ContactUs@PlusTechnologies.comwww.PlusTechnologies.com

About Plus TechnologiesPlus Technologies located in Ohio, has been developing enterprise level document and output management software since 1994. Plus Technologies' focus is on improving document related processes. We have thousands of customers, tens of thousands of server software installations, and millions of printers under management in 30 countries.

We serve customers of all sizes as our products, licensing, and pricing are scalable upwards and downwards. We havedepartmental as well as enterprise wide output management software implementations. We have successfully sold into many Fortune 500 organizations.

One reason for our success is our willingness to respond quickly to our customer's unique requirements. First, we listen to the customer to understand their environment and their needs. Second, we work with the customer to determine the optimal solution. Third, if product changes are needed we make them quickly. Fourth, we offer pricing and licensing flexibility to suit our customer's budget. Fifth, our experienced, friendly services staff assists with implementation. Lastly, we provide world class support. This recipe has served us well over the years and as a result we have an extremely loyal customer base.

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Technical Support Program - Plus Technologies · Fleet Manager for device/consumables management, increasing print speed and printer availability, integration with driver management