Software Maintenance for the HRnet and ALERTSnet Product Line
Maintenance and Support for the HRnet and ALERTSnet products begins after the acceptance period.
Maintenance and Support is optional for these products. If a customer chooses not to purchase support, the customer will not receive any periodic software releases of the product that contain defect corrections or other product improvements. If a customer has an unsupported product and experiences a problem, there are two options. The first is to renew support by paying for the period when support was not in place and receive all releases of the product which have occurred in the intervening period. The second option would be for the customer to engage CMA to correct the problem by means of paying for Professional Services. However, please note that this option will not renew support. It will be used to correct the specific problem, but will not result in the customer having a supported or a current version of the system.
CMA has a strong tradition of providing exceptional support for its HRnet products. We recognize that the administration of Human Resource actions for NYS employees is governed by an extensive and frequently complicated set of laws, rules, policies, and guidelines. Any software application that attempts to interpret and manage these rules must be, by definition, complex. Given this, CMA has long realized that professionals in the Personnel, Payroll, Time Management, Training, and related offices that use our products need a high level of support to use the HRnet products effectively and efficiently. The same holds true for trainers in the Emergency and First Responder environment.
To meet that need, CMA offers three levels of support: Silver, Gold and Platinum. These three levels of support apply to the overall product and cover the product and any related modules purchased by the customer.
Support for Multiple Installations of an HRnet Product
When a customer licenses a HRnet product it receives an Enterprise License and the customer may install the product in more than one physical computer environment. When a customer purchases support for the product, CMA will support that product in the environment chosen by the customer. If the customer desires support in any additional computer environment(s), there are two options. The first is to purchase support for any of these additional installation(s). CMA charges a reduced support fee for these additional
environments and will install releases and maintain the latest version of the software for the customer. The other option for the customer is to install the software in any other environment using its own IT staff. If a customer needs assistance, the customer could utilize CMA’s Professional Services (see Appendix E Submission 3) to resolve the issue on a case-by-case basis. Please see the FAQ for further information about this issue.
Support is normally paid on an annual basis in advance, but can also be paid quarterly in arrears.
In addition to the three levels of support described above, if needed, on-site support is available, in accordance with the approved NYS price list. This may be achieved through multiple options including Professional Services, Expert On-Site or Modifications. See your Product Manager for details to determine the best approach to meet your needs.
Software Maintenance for the EDMSnet and CRMnet Products
Maintenance and Support for CMA’s EDMS and CRMnet products begins after the acceptance period.
Maintenance and Support is optional for these products. If a customer chooses not to purchase support, the customer will not receive any periodic software releases of the product that contain defect corrections or other product improvements. If a customer has an unsupported product and experiences a problem, there are two options. The first is to renew support by paying for the period when support was not in place and receive all releases of the product which have occurred in the intervening period. The second option would be for the customer to engage CMA to correct the problem by means of paying for Professional Services (see Appendix E Submission 3 for applicable rates). However, please note that this option will not renew support. It will be used to correct the specific problem, but will not result in the customer having a supported or a current version of the system. Also, please see the FAQ for further information.
CMA has a strong tradition of providing exceptional support for its products. We recognize that our customers have come to expect an unparalleled level of service and support from CMA and we are committed to maintaining this reputation.
CMA provides Professional Services to our Software customers addressing a variety of business needs. These services may be utilized for development work including custom modifications and product enhancements. In addition, they may be used for the provision of on-site product support. The price list contains a model number for each product that provides a blended professional services rate, which may be used where circumstances warrant. (see EXO7-MOD-1, EXO7-MOD-2, and EXO7-MOD-3). As an alternative, where desired, the price list also sets forth model numbers which establish hourly rates that are specific to the personnel required to perform the requested services. A description of the job categories contained on the price list is noted below. For additional details regarding such services, please refer to the New York State Price List (Professional Services Section – PSCSR, PSCRP, PSDEV, PSAPM, PSARCH, PSDBA, AND PSEXEC), or contact your CMA Product Manager.
Customer Support Representative (model # PSCSR) – Responds to inquiries and requests for assistance with the organization’s computer systems. Identifies problems, troubleshoots and provides advice to assist users. Coordinates with other IS areas to resolve problems if necessary. May operate in a mainframe and/or microcomputer environment. Has a minimum of 2 years experience providing customer support in a technical environment. Possesses working knowledge of current systems and productivity software including CMA’s Leave Accrual Tracking System (LATS), Learning Management Software (LMS), and Human Resources Information Systems (HRIS) products as well as Microsoft Office and Windows.
Crystal Reports Analyst/Programmer (model # PSCRP) -Performs advanced computer systems analysis work. Works closely with business users to define reporting requirements and documenting the requirements in order to design, develop and maintain Crystal Reports. Performs analysis of existing business/system use cases and requirements documentation to gain overall understanding of an application’s functionality and the data being collected. Provides technical expertise designing and developing Crystal reports to be implemented in a Crystal Enterprise environment.
Acts as a mentor to other programmers developing and maintaining reports in the Crystal Enterprise environment. Works with end users to develop reports and train them in their use. Develops and maintains reporting documentation and Crystal developer guidelines, standards and best practices documentation. Performs and participates in the technical reviews of Crystal components/reports developed. Creates and optimizes complex stored procedures for use in Crystal reports or for use in other development efforts. Researches and evaluates other available reporting tools and makes recommendations for their use. Has a minimum of 2 to 4 years experience in software development including requirements analysis, application design, coding, and testing, including experience designing, developing, and optimizing reports in Crystal.
Product Manager (model # PSAPM) – Guides a team that is charged with a product line contribution as a business unit. This extends from increasing the profitability of existing products to developing new products for the company. Builds products from existing ideas, and helps develop new ideas based on industry experience and contact with customers and prospects. Possesses a unique blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality. Enjoys spending time in the market to understand their problems, and finds innovative solutions for the broader market.
Communicate with all areas of the company. Works with an engineering counterpart to define product release requirements. Works with marketing communications to define the go-to-market strategy, helping them understand the product positioning, key benefits, and target customer. Serves as the internal and external evangelist for your product offering, occasionally working with the sales channel and key customers. A product manager’s key role is strategic, not tactical. The other organizations will support the Product Managers strategic efforts; not their tactical tasks. Has a minimum of 3 years experience providing technical product and application information to customers and staff, as well as training for new sates people and other employees Also has experience producing promotional marketing material for distribution in publications and through direct mail activities.
Project Manager (model # PSAPM) -Plans, executes, and finalizes projects according to strict deadlines and within budget. This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants in order to deliver projects according to plan. Also defines the project’s objectives and oversee quality control throughout its life cycle. Has a minimum of 4 years proven experience in program or project management leading clients and team members through large complex system implementations and integrations.
Lead Systems Architect (model # PSARCH) – Strategically designs and implements in-house information systems and networked software architectures that support core organizational functions, and assure their high availability. Gains organizational commitment for all systems and software plans, as well as evaluating and selecting all technologies required for completion of those plans. Sometimes will supervise or mentor Systems Architects. Provides technical leadership across the organization, from strategic decision making down to the project planning level. Has a Bachelors of Science in Computer Science or Computer Engineering and a minimum of 5 to 7 years experience in analysis, design, development, and application deployment of large scale enterprise application systems.
Database Administrator (model # PSDBA) -Manages the design and development of IS databases and related master files. Oversees contributions by Systems, Operations, and Technical Support to develop and improve databases and master files. Guarantees the performance integrity and quality of databases. Controls system capacity for existing requirements and plans for future needs. Sometimes will supervise or mentor Database Analysts. Develops, implements, and monitors database policies and procedures to ensure the integrity and availability of databases and their accompanying software. Has a Bachelor’s Degree and a minimum of 2 years experience in database administration; or any equivalent combination of education and experience. Has technical knowledge of UNIX, SQL, and PL/SQL.
Lead Technical or Administrative Executive (model # PSEXEC) – Provides industry-recognized expertise on IT issues that effect customer’s business, particularly emerging technologies. Qualifies and recommends solutions and strategies based on an analysis of the customer’s business, goals, objectives and needs and the general business environment. Conducts customer enterprise-wide, multiple solution architecture needs analysis for Company’s customers, in their marketplace industry and across countries. Participates in defining and documenting principles, models and standards that address business goals and requirements.
Ensures technical solutions meet customer’s business needs. Ensures technical solutions are implemented using standard Company capability and platforms. Advocates the migration from non-standard to standard capabilities and platforms. Creates framing for proposal and bid strategies, based on knowledge of customer, customer industry, and IT industry competition. Directs the preparation of technical proposal materials that are highly visible due to their size, impact, and strategic value to the corporation. Reviews completed proposals for technical integrity, quantification of risk, and fit with business and strategic direction before presentation to the customer. Reviews, as needed, during implementation of the solution to insure high quality and consistency with architecture standards.
Delivers key presentations to high-level customer management (e.g., CEO, CIO) and lead closing sales efforts. Functions as an opportunity manager, to evaluate customer requirements and potential project with emphasis on the identification and qualification of Company opportunities and total business solutions. Act as a liaison between Customers/Industries Facilitates knowledge transfer on an individual and organizational basis. Has a Bachelor of Science degree and at least 10 years of Information Technology related experience. Demonstrates expertise in a variety of the field’s concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Typically reports to top management.