Service and Support

 

The Mandarin Oasis Library Automation System includes, at no additional charge, a one-year Oasis Service and Update Agreement (SUA). This agreement includes technical support, software updates, utilities, Mandarin e-mail list membership, access to Customer’s Corner and the Knowledge Base on the Mandarin Web site, and the Mandarin newsletter. Renewals to the SUA can be pur- chased annually.

 

After the first year, the Oasis SUA can be purchased for the local or district level. Local level support allows each library site to contact Mandarin’s technical support team directly for assistance. District level support allows only district personnel to contact Mandarin’s technical support team for assistance. Contact Mandarin Customer Service for current SUA pricing.

 

Mandarin’s technical support team is available via modem, fax, e-mail, FTP, and toll-free telephone 24 hours a day, seven days a week, 365 days a year. Most calls are answered immediately. After-hours calls are taken by a voice message system and technicians are immediately paged. If the situation warrants, Mandarin tech- nicians are able to dial in to the library’s system, using a modem and communica- tion software, and work as if on-site. Bilingual technical support in Spanish is also available.

 

Mandarin technicians are located in the corporate headquarters in Boca Raton, Florida, and in branch offices in New York and Puerto Rico.

 

Mandarin is a Microsoft Authorized Educational Reseller with MCSEs (Microsoft Certified Systems Engineers), CNEs (Certified Netware Engineers), CCNAs (Cisco Certified Network Associates),  and MCPs (Microsoft Certified Professionals) on staff.

 

Mandarin has technicians available for on-site maintenance or second level tech- nical assistance, such as troubleshooting software and hardware issues, consulting on hardware upgrades, capacity planning, and performance analysis. Maximum guaranteed response time is determined based on the situation.

 

Software problems are handled in the following manner:

 

 

Problem Severity Definitions

 

Severity 1 problems are given immediate attention by a technical support team, including management and senior level technicians, until resolved. Severity 1 and Severity 2 problems that are not resolved within one day are forwarded to quality assurance department for research, resolution, or workaround. After problem res- olution is reached, the customer is contacted and assisted with implementing the resolution.

 

Most calls are answered immediately. All calls, regardless of severity, are responded to within 60 minutes.

 

The three most common problems for which Mandarin receives support calls are:

 

Mandarin software updates are distributed on CD or via the Mandarin Web site (http://www.mlasolutions.com) to all customers  with a current SUA. Documentation updates can also be obtained from the Mandarin Web site. Updates to M3 and Oasis software are released approximately twice a year.

 

Urgency of software corrections made will be determined by the severity of the problem. A Severity 1 problem will be worked on immediately and continuously until resolution. A Severity 2 problem will be worked on immediately and continuously until resolution. Program corrections will be provided for Severity 1 and Severity 2 problems as soon as possible. A Severity 3 or Severity 4 problem will be corrected in the next program release.

 

Mandarin hosts an e-mail list exclusively for Mandarin customers.  Mandarin posts notices about updates and upgrades, as well as periodic technical tips.

 

Impressions, Mandarin’s customer newsletter, is periodically mailed to all customers with a current SUA. The newsletter is used to communicate new software developments, user tips, and library-related news.

 

Users can suggest enhancements to the software by emailing or calling Mandarin directly. Suggestions are recorded and presented to the Mandarin Advisory Board for comment. These comments are compiled and submitted to the developers for feasibility and scheduling.