First Call FAQ:

Q. What's covered under First Call?

A. Some of the specifics are detailed in the attached policy. It is virtually impossible to detail every situation that may occur. Conceptually, First Call is designed to solve runtime errors & answer questions quickly and efficiently to keep your business running. There are circumstances where First Call may be able to get you around an error to keep you running but not fix the underlying problem. The underlying problem may or may not be covered as part of First Call. We will make every effort to communicate the issues involved and notify you when a problem is not covered and thus is billable.

Q. What does "good faith" mean?

A. The goal of First Call is to attempt to resolve any question or problem in your business that relates to your software, hardware, procedures and other areas that might not seem to be related. Even though First Call may not be able to directly solve all problems, First Call will spend up to 30 minutes working on a resolution. If the problem or issue requires more effort than can be performed by First Call, the resolution will be directed to another specialist and you will be billed for the time spent after the good faith effort. We will make every effort to communicate the issues involved and notify you when one of the problems is not covered and thus is billable.

Q. What is not covered?

A. Some of the specifics are detailed in the attached policy. Again, it is virtually impossible to detail every situation that might occur. First Call is designed to solve runtime errors & answer questions quickly and efficiently to keep your business running and not for resolving complex issues, programming, training or consulting. Often, the quick solution to get around an issue is covered but the long-term solution is not. We will make every effort to communicate the issues involved and notify you when one of the problems is not covered and thus is billable. The dispatcher's responsibility is to alert you to the billable status of a call if it is passed to second level support.

Q. Didn't I just get a bill for an annual fee?

A. Infor charges an annual maintenance fee (AMF) to all customers, which provides upgrades and continual development of the product, as well as other benefits. First Call is a value added customer support program offered by Pivotal Systems to respond to your daily issues. The two fees are not related.

Q. Why is my bill so high when I hardly use First Call?

A. First Call fees are based upon size of the customer and the modules owned, not on the number of calls or actual time used. Your actual usage may be higher or lower than the amount of the annual fee. The First Call program guarantees that someone will be available to solve problems and answer questions in a timely fashion. In addition, should you choose to upgrade or make other changes in your business, call volumes often increase to a level that far exceeds the annual amount. Over time, the annual amounts have proven to be fair

Q. What if I don't want to pay for a contract?

A. Pivotal Systems has made a significant investment in providing dedicated facilities and staff that are available to respond to your calls. Unfortunately, our costs do not fluctuate with call volumes. In order to maintain the First Call program all customers must have a contract in place. The First Call program acts much like an insurance program, with rapid response time, saving the client from lost time and productivity. A system down, even a user down, can be extremely costly in lost time and potential lost business. First Call clients with contracts take first priority for problem solving. Should you choose not to have a contract, we have implemented a policy whereby you will be charged a per incident fee of $300 for the 1st half hour plus additional time used at current consulting rates.

Q. Can I get First Call support outside of regular hours?

A. Yes. Please refer to the section of the First Call policy titled "Before and After Hours Coverage". If you have any questions or would like to schedule after-hours support, please call your account manager.