Get the support and training you need,
when you need it
Our goal is to help your organization to get the most value out of your paperless
system. In order to assist you, we offer a unique combination of support, training,
tools, and expertise to promote rapid user adoption, increase technician productivity,
and ensure high return on investment.
We have three different support plans to meet your specific technical, and administrative
needs. For organizations that are looking to take advantage of our extensive years
of experience with mobile technology and business process automation we recommend
our Premier Support Plan as well as Expert Administrator, and Personal Coaching
Services.
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Every customer gets easy access to support with the Standard Support Plan. This
plan provides a base level of technical support and includes typical break / fix
issue resolution and assistance.
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This is a great option for companies that require a faster response time, as well
proactive system monitoring to ensure devices are configured properly and everything
is running smoothly
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This plan is for companies that want to have an express lane directly into our support
group, and want not only proactive system monitoring, but also monthly expert reviews
as well.
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Support
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Case Limit
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Unlimited
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Unlimited
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Unlimited
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Email Support
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24 x 5
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24 x 5
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24 x 7
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Phone Support
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M-F; 9am – 5pm PST
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M-F; 9am – 5pm PST
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7am – 7pm PST
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Response Time
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24 Hours
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12 Hours
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6 Hours
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Escalation Process
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✔
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✔
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✔
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Training
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Articles & Manuals
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✔
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✔
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✔
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Video Library
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✔
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✔
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✔
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Personal Coach
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✘
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1 session / month
(up to 1 hour / month)
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4 session / month
(up to 4 hour / month)
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Administration
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Expert Review
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✘
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✔
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✔
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Expert Administrator
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✘
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✘
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✔
(up to 4 hours/ month)
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Price
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Included
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15% of monthly licensing fees
(minimum $295)
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25% of monthly licensing fees (minimum $995)
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Add-on Packages
- Expert Administrator - Hire us as your virtual administrator to manage the process
of making changes to the system including but not limited to creating additional
users, customers, services, making changes to commissions, etc.
- Personal Coach - Meet with a business process coach throughout the month to discuss
current operational needs, and specific workflow scenarios.
** These services can be purchased on a month to month basis, ideal for when you
need assistance getting ready for a hail storm.
3 Different Support Plans to Meet your Needs
- Standard Support Plan
Every customer gets easy access to support with the Standard Support Plan. This
plan provides a base level of technical support and includes typical break / fix
issue resolution and assistance.
- Extended Support Plan
This is a great option for companies that require a faster response time, as well
proactive system monitoring to ensure devices are configured properly and everything
is running smoothly
- Premier Support Plan
The premier support plans is for companies that want to have an express lane directly
into our support group, and want not only proactive system monitoring, but also
monthly expert reviews as well. Want to us to do all of the heavy lifting including
creating new user accounts, making pricing changes, etc.? Consider our Expert Administrator
and Personal Coach Services.
What is an Expert Review?
One of our business process consultants will meet with you to ensure that your application
is setup to ensure the best possible mobilization of your current business process.
What is a Performance Review?
One of our system administrators will be assigned to ensure that application updates
& changes have been properly allocated, AMT software is installed & configured properly,
and that the software is running smoothly, across your organization, this also includes
remote device management capabilities to help remote workers resolve issues when
utilizing supported devices.
Additional Support Services:
Expert Administrator – You can add an AMT expert to your team. Our expertise
covers … “been there done that…” we’ll help you to … we’ll be your extra pair of
hands, brain, eyes, etc… As an additional option customers may elect to hire AMT
as a virtual administrator to manage the process of making changes to the system
including but not limited to creating additional users, customers, services, making
changes to commissions, editing or creating question forms, inspection types, etc.
This service is provided on subscription fee basis. Up to 4 hours of administrative
time per month for $300.00 . Additional time can be purchased in advance at $80.00
/ Hour.
Personal Coach - Helping customers enhance their current business process
involves not just implementing a great tool but also the expertise to learn how
to use the tool to its fullest potential. Customers who elect this option can meet
with a business process coach throughout the month to discuss current operational
needs, and specific workflow scenarios. The coach will make process and technology
recommendations based upon customer needs, and requirements. Up to 4 hours of administrative
time per month for $300.00 . Additional time can be purchased in advance at $80.00
/ Hour.
How to Enter a Support Request
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1. AMT Support Portal:
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https://support.amt360.net
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2. ReconPro Back Office:
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Use “Help” link in the top right corner of your Back Office
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3. Mobile Application:
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Use “Request Support” button under “Status” menu
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4. Email:
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support@amt360.net
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5. Phone/SMS:
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(949) 444-AMT4 (2684)
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6. Skype:
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AMTHelp
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AutoMobile Technologies Responsibilities:
AMT shall provide Customer Software Support in accordance with the Software Support
Plan customer selected as part of Schedule A. AMT’s obligations with regard to Customer
Software Support shall extend only to the licensed software Product(s) developed
by AMT; all third-party software and/or systems, for which AMT does not own and
control the source code including, but not limited to, applications, operating systems,
databases, backend software, hardware, device drivers, firmware, network connections,
and peripherals, etc. are excluded from Customer Software Support.
Customer Responsibilities:
Customer shall appoint at least one technical representative who will be trained
to maintain the integrity of the licensed software products on the customers system.
The technical representative must have a general understanding of customer’s platform
and client software. Both parties shall determine how many technical representatives
should be appointed based upon such factors as the licensed products, and the size
of the system being supported. All technical communications by Customer to AMT shall
be made by the technical representative(s). All information and materials provided
by AMT pursuant to this agreement shall be routed to the technical representative(s)
and shall be protected as confidential information.
Customer shall to the best of its ability read, comprehend, and follow the operating
instructions and procedures specified in the documentation. Customer shall notify
AMT if problems or errors with the licensed software product are encountered. Customer
shall provide descriptions of the error to AMT and shall answer and assist AMT’s
efforts to duplicate all licensed software products errors or problems. Subject
to customers reasonable security requirements customer shall provide AMT with access
to and use of the information and system facilities determined necessary by AMT
to provide timely software support.
Customer shall provide remedial corrective action if necessary under the direction
of AMT’s support personnel.
Incident Resolution Timelines
AMT shall use reasonable effort to provide modifications or additions to correct
errors in the SOFTWARE reported by Customer under the conditions described. Upon
receipt of notice of an error, AMT will assign a priority level as determined by
the Customer to the error according to the following criteria:
- Emergency – Usually an application-wide or network failure when ReconPro
servers and services are not responsive or not available.
- Priority A – An error that results in the SOFTWARE being substantially or
completely nonfunctional or inoperative.
- Priority B – An error that results in the SOFTWARE is operating or performing
in a manner other than as represented in the Documentation, but which does not have
a material adverse impact on the performance of the SOFTWARE.
AMT will make reasonable efforts to correct the error or provide a work-around solution
for each priority level and, if a work-around is the immediate solution, will make
reasonable efforts to provide a final resolution of the error. Reasonable effort
will be made to respond to the incident within the following time frames after receiving
notice and sufficient information and support from the Customer:
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Emergency
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6 hours
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2 business days
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A
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2 Business days
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15 business days
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B
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7 Business days
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30 business days
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** Actual Work Around and Final Resolution timelines for iOS client application
incidents can vary as updates to applications need to be submitted to Apple for
review prior to making them live in the application store.
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Beta Software Support
Periodically AMT will make available beta versions of our software available to
customers. All incidents discovered when utilizing beta software should be reported
immediately via the normal means. The standard support timelines and process do
not apply to beta software incidents. Customers who elect to participate in the
beta testing cannot defer contracted monthly subscription fees in lieu of beta participation,
even when the customer opts to install beta software on the same device(s) that
were previously running a production release.