For many years Compass has provided support for ProSolution, helping with a wide variety of support issues from identifying data discrepancies to resolving problems.  Support also involves Compass providing guidance when you wish to install or upgrade the software and assistance when problems are encountered. 

Gold Support represents an enhancement to the standard service and involves Compass performing installations and upgrades for you.  These tasks will be conducted remotely and Compass will ensure that the system is configured and working correctly.  The service is intended to make life easier for you without you losing control.   For instance, the location of system files and services would not be altered.

Services included

 There are two main services that are included with Gold Support.

• Upgrading
• System Migration

This document explains each of these services and indicates what is included and what is not included.  In addition, any prerequisites are outlined for each service to ensure that they may be conducted most effectively. 

How it works

When a new version of ProSolution is released, Compass will contact you to agree a time and date for us to perform the upgrade.  Once the upgrade is complete you will be asked to confirm that the system is working as expected.  The system may then continue to be used with the latest version with minimal disruption to normal working operations.

A similar approach is taken for system migrations.

Cost

Gold Support can be purchased as an enhancement to the standard support service.  The price is calculated at 25% of annual support costs (+ VAT) per year.

Requirements

In order to be eligible for Gold Support, Compass will initially conduct a feasibility check.  This is required to ensure that remote assistance is possible and that your system meets our requirements.

Remote connections

SQL Server

Compass reserves the right to refuse provision of Gold Support service if we feel your server or remote connection options do not satisfy our requirements or for any other reason.

Terms and Conditions

• A maximum of one server migration is provided each year.
• A maximum of one upgrade per release will be included.  For instance if v7.1 is released we will only upgrade (from v7.0) once.   Should the system need to be upgraded from v7.0 to v7.1 again this can be arranged at additional cost.
• Prior to commencing any services, an agreed backup plan must be in place.  Compass may provide assistance in creating backup plans.
• Upgrades and migrations will only be performed on full versions of the software.
• The service is only for ‘production’ instances. ‘Test’ or ‘Development’ servers are not covered.
• Services can take place outside of normal support hours by prior arrangement.
• In the event of an upgrade, or migration not being possible we will restore the original system and recommend a course of action.
• Once a service is complete, the system must be checked and confirmed as working by you or an authorised representative.
• Compass may need to contact you whilst performing a service (to provide passwords etc.), a contact should be available at these times.

Upgrading

As part of Gold Support, Compass will ensure that your version of ProSolution is kept up to date in a timely manner.  Following a new release of the software, Compass will make sure that your system is upgraded correctly.  Maintenance updates are also included in the service.

What’s included:

• Creation of backup files of existing databases
• Execution of upgrades for ProSolution databases
• Assistance with creation of backup plans
• Upgrade of single installation of ProSolution applications
• Upgrade of application files for complete roll out
• Upgrade of ProSolution.web
• Upgrade of Worker Service
• Final verification of system

What’s not included: 

• Installation of Timetables Outlook Add-in on client machines
• Importing of data from other systems (e.g. Organisation, Contact etc..)
• Importing of updated reports

Specific Prerequisites:

• Currently running latest version of software

System Migration

There are various reasons why you may wish to move the ProSolution database between different instances of MS SQL Server or to a new server, and/or move the eProSolution web application to a new web server.  This may be to take advantage of new hardware or simply as a means of managing your resources.  Whatever the reason, when the need arises Compass will be able to perform this task for you.

What’s included:

• Backup SQL databases
• Migration of old databases on to new hardware
• Assistance with creation of backup plans
• Installation and reconfiguration of applications (Includes preparation for roll out)
• Migration of ProSolution.web on to new hardware
• Reconfiguration of ProSolution.web
• Migration and reconfiguration of Worker Service
• Final verification of system

What’s not included:

• Installation of Timetables Outlook Add-in on client machines
• Importing of data from other systems (e.g. Organisation, Contact etc...)
• Importing of updated reports

Specific Prerequisites:

• A suitable instance of MS SQL Server is required