AIM is dedicated to providing the highest level of customer service and satisfaction. Our personnel are trained, professional, courteous, and knowledgeable about the terminology and practices of healthcare and medical research environments. To make sure that our customers receive maximum benefits from AIM solutions we provide:
• Technical support call center
• Software patches and version upgrades
• Available updates
• Guided implementation programs
• On-going IT Services
TECHNICAL SUPPORT CALL CENTER
AIM technical support staff are available to answers any questions you may have and to help troubleshoot and resolve problems. Technical support can be contacted as follows:
1. Telephone 1.866.645.2224 or 416.594.9393 and dial extension 501
2. Email: firstname.lastname@example.org
Routine technical support is provided from 9:00 to 17:00 EST, Monday to Friday, except for statutory holidays. Response time is less than 4 hours, but normally within 30 minutes. Extended support (i.e. outside normal business hours, including holidays and extending to 7×24 coverage) can be obtained via special service level agreements with individual customers.
SOFTWARE PATCHES AND VERSIONS
AIM supports all of its software products under an annual Software Maintenance and Upgrade Subscription program. These subscriptions allow customers to receive software patches and version upgrades, as these become available, at no extra charge. Under the subscription agreement AIM warranties that its software will function in accordance with specifications and that AIM will release patches or workarounds to repair defects.
AIM also continuously improves its software products based on user feedback, advances in technology, best practices, changes to applicable regulations, etc. Feature upgrade cycles vary from product to product but are usually not less than 12 months. Software patches to fix defects may be issued more frequently, depending on the severity of the issue and its impact on operations.
ON-GOING IT SERVICES
Beyond the technical support of our products, AIM also offers customers on-going IT services that may be required to manage your infrastructure, perform database maintenance, data administration, customizations, system relocation, integration and so on. These services may be requested on an as-needed basis or through pre-purchased retainer agreements offered at reduced rates.
GUIDED IMPLEMENTATION PROGRAMS
AIM’s Guided Implementation Programs ensure that you achieve success with our innovative technology and solutions. Guided implementation means that customers are assigned a professional and knowledgeable representative to help plan and manage the installation, configuration, acceptance testing, training, system integration, technical knowledge transfer, and other tasks necessary to ensure that your solution is deployed and working to its maximum potential. The guided implementation process includes online and on-site interaction.