Protect your investment in GIS with the finest in software support from Sidwell. All clients automatically receive one year of Basic Software Support as a project deliverable. Due to client demand resulting from the increasing complexity inherent in today’s GIS world, Sidwell is pleased to offer a comprehensive tiered support program. Exciting new additions to our programs include guaranteed response time and a “Remote Access” option. Contact your Sidwell representative for more information or to enroll at the level that’s right for you.
TRAINING AND SUPPORT
The Helpdesk is available from 7am – 7pm, Monday – Friday, excluding holidays.
|Sidwell Software Maintenance & Support||X||X||X|
|Sidwell Software Updates||X||X||X|
|Remote Based Support||X||X||X|
|Sidwell Software Configuration Repair||X||X||X|
|Access to Online Forum||X||X||X|
|Annual Geodatabase Check-Up||X||X|
|Geodatabase Check Report||X||X|
|GIS Software Support||X|
|16 Hours of Professional Services Annually||X|
|Priority Call Back||X|
|Map Document Design Assistance||X|
|Thematic Mapping Support||X|
|Guaranteed Response Time*||< 1 day||< 4 hours||< 2 hours|
*Business days/hours are 7am – 7pm CST Mon-Fri, excluding holidays.
Basic Software Support Program
This level of support covers all installed Sidwell products at your site, including the full Parcel Administrator, Map Editor, Map Plotter, Map Viewer, Farms and Address Manager.
Day-to-day support services include:
- Use of “Remote Access” for support (Join.Me, Remote Desktop, etc.)
- Anticipated response time of less than 1 business day*
- Sidwell software errors
- Free updates to Sidwell software
- Access to existing how-to and/or help documentation
Enhanced Software Support Program
The Enhanced Software Support program includes all the same features of the Basic program, and adds:
- Guaranteed response time of less than 4 business hours*
- One free Geodatabase and Parcel Administrator checkup, which includes:
- Geometry & Topology Checking of core cadastral features
- Attribute Checks
- Annotation & cartographic subtype checking
- Report of findings and recommendations (no repair)
Premium Software Support Program
The Premium Software Support program includes all the same features of the Enhanced program, and adds:
- Guaranteed response time of less than 2 business hours*
- Esri Software bug research
- Free uploads of parcel maintenance updates
- 2 days* (16 Hours) of Professional Services time per client site including but not limited to:
- Esri & Sidwell software installation/configuration
- Python scripting services
- MXD design assistance, including complex labeling and symbology schemes
- Thematic Mapping Support
- Step-by-step assistance with joins/relates to Tax/CAMA data
We are now able to produce wonderful reports to our constituents and share data with other governmental departments that we were unable to in the past. We are also able to add data layers to our current mapping system, which is a key component for other offices within Cavalier County. [Sidwell] has provided excellent training and technical support for our county departments.
[Sidwell] is a standout among the industry leaders we worked with to develop and implement our integrated system. They have the finest and friendliest employees from customer support to their top leadership, and best of all, and unfailing reliable product.
Our mapping system has grown by leaps and bounds. We are now able to produce wonderful colored maps for our constituents and share data with other governmental departments that we were unable to in the past. This data sharing is vital when a natural disaster happens as has happened here in June of 2012. We are also able to add data layers to our current mapping system, which is a key component for other offices within Lincoln County. [Sidwell] has provided excellent training and technical support for our GIS department.