Technical Support Services
Our exceptional service and our commitment to customer satisfaction are two important reasons why
more departments are choosing FDM. Whether your department serves a small community or a large urban
centre, we work with you to provide the quality service that you and the public deserve.
Implementation Services
FDM offers a full range of vendor services during system implementation including project management,
data conversion and on-site installation. FDM dedicates an experienced Project Manager for each
implementation. Responsibilities of the Project Manager include supporting initial system configuration,
coordinating project resources, monitoring the progress of milestones and deliverables, overseeing
day-to-day implementation activities, training, support and reporting. The FDM Project Manager completes
on-site installation of the client's system and works closely with each client to define requirements
for system configuration and overall integration. From the development of the "Scope of Work" document
to the "Go Live" date, FDM is committed to ensuring the smoothest implementation possible.
Data Conversion
FDM's comprehensive implementation services include the conversion of any required data from the
client's previous system. Our integration team works with the client to define data mappings and
specifications.
Clients can also purchase the FDM Data Import Utility, a system utility that enables users to
independently manage data imports from ODBC-compliant data sources on a continual basis.
Client-approved On-site Training
FDM has an intensive and successful program for training System Administrators with the FDM RMS
software prior to "train the trainer" training. The duration of training is dependent on client needs.
All training materials including tutorials and training aids are provided during on-site department
training.
Support Contract
As our customer, you will also benefit from a comprehensive service contract, renewable annually.
FDM provides 7 X 24 X 365 support from its head office. Support personnel are available on site during
normal business hours, 6:30AM to 4:30PM Monday to Friday, PST (except holidays). Outside of these
hours, support staff is available by pager with a guaranteed 2 hour response time.
Upgrades and modifications are provided to all clients who are current with the User Support and
Maintenance Agreement at no additional expense. Experienced FDM technical staff are available to assist
with all system upgrades and maintenance.
Documentation is available from the Members Only page for download. All clients are encouraged to
customize the documentation to meet the specific needs of the Department.
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