For many years Compass has provided support for ProEngage, helping you 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 three main services that are included with Gold Support.
- Installations
- 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 ProEngage 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 new installations and system migrations.
Cost
Gold Support can be purchased as an enhancement to the standard support service.
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.
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.
Remote connections
For remote connections Compass uses Citrix GoToAssist. In the unlikely event that this is not suitable we may consider alternatives, for example, a Virtual Private Network connection.
SQL Server requirements
A pre-configured instance of Microsoft SQL Server is required for new installations. Ideally the instance should be dedicated to Compass products. Instances that contain non-Compass databases may not be acceptable. The server must have been updated with the latest service packs that are available.
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 two new installations and two migrations are provided each year.
- A maximum of one upgrade per release will be included. For instance if v2.5 is released we will only upgrade (from v2.6) once. Should the system need to be upgraded from v2.5 to v2.6 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, i.e. Beta versions of ProEngage are not supported.
- The service is only for ‘production’ instances. ‘Test’ or ‘Development’ servers are not covered.
- Services will only take place during normal support hours.
- In the event of an installation, 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.
Installation Service
Compass will install and configure ProEngage on a pre configured instance of Microsoft SQL server. The service also includes the creation of jobs (backups etc.) and entering of license keys.
In addition, Compass will install the applications in a chosen location and ensure the relevant network files are in place so that the software can be easily rolled out across the network.
What’s included:
- Installation of SQL Databases
- Assistance with creation of backup plans
- Installations of Applications (Includes Installation of deployment application)
- Licence key entry
- Installation Of Web Applications
- Installation Of Email Service
- Setting up of ProEngage/ProSolution Links
- Final verification of system
What’s not included:
- Importing of data files (Organisation, Contact etc...)
- Installation of Outlook Add-in on client machines
- Complete roll out of application
- Creation of users in ProEngage
- Configuring SQL Server Replication for off-line working
Specific Prerequisites:
- A suitable instance of MS SQL Server is required (The latest service packs should have been applied (Operating system and MS SQL Server)
- A suitable folder on the server that is shared and accessible by all clients on the network. (This is where the deployment application will be installed)
Upgrading Service
As part of Gold Support, Compass will ensure that your version of ProEngage 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 ProEngage databases
- Assistance with creation of backup plans
- Upgrade of single installation of the ProEngage application
- Upgrade of application files for complete roll out
- Upgrade of Web Applications
- Upgrade of Email Service
- Final verification of system
What’s not included:
- Installation of Outlook Add-in on client machines
- Importing of data (Organisation, Contact etc..)
- Importing of updated reports
- Configuring SQL Server Replication for off-line working
Specific Prerequisites:
- Currently running latest version of software
System Migration Service
There are various reasons why you may wish to move the ProEngage SQL database between different instances of MS SQL 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 of applications (Includes preparation for roll out)
- Final verification of system
What’s not included:
- Installation of Outlook Add-in on client machines
- Importing of data (Organisation, Contact etc...)
- Importing of updated reports
- Configuring SQL Server Replication for off-line working
Specific Prerequisites:
- A suitable instance of MS SQL Server is required
- The SQL collation of new instance must match that of the old instance