Training and Support¶
Ontomatica will provide training services when delivering complete system to USDA. Training will enable USDA personnel to operate all parts of complete system.
Ontomatica will conduct two training days at USDA Beltsville facility for USDA level 1 support staff. As part of training, Ontomatica will turn over source code and documentation.
Ontomatica will provide support services during first operating year. For operating year one, beginning with release 3, Ontomatica will provide level 2 support to USDA level 1 support. Level 2 support includes following service level agreement:
- fix severity 1 error within 3 hours;
- fix severity 2 error within 48 hours;
- fix severity 3 error within 96 hours.
Ontomatica will provide 40 hours of telephonic advice for USDA level 1 support.
Ontomatica anticipates an upgrade to Navigator during first operating year. USDA is entitled to that upgrade. USDA is entitled to upgrades to label classes during first operating year.
Ontomatica can provide optional maintenance services in second and subsequent operating years.