Service and Support

M3 SERVICE AND UPDATE AGREEMENT

The Mandarin M3 Library Automation System includes, at no additional charge, a one-year M3 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 M3 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.

Technical Support

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 communication 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.

On-Site Assistance

Mandarin has technicians available for on-site maintenance or second level technical 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.

Problem Solving Process

Software problems are handled in the following manner:

Customer calls Mandarin Technical Support Team via toll-free number.
Technician records problem and details in problem database.
Technician works immediately to resolve problem with customer on phone (first call solution).
If problem cannot be resolved with customer on phone, other support options are discussed and agreed upon (remote site maintenance, transfer of data by FTP, and so on).
Open problems are addressed by Level 3 technical support, management, quality assurance, or product development (according to severity and time of call).

Problem Severity Definitions

Severity 1 – Total loss of service
Severity 2 – Performance degradation that impacts customer
Severity 3 – Low customer impact
Severity 4 – No impact to customer service

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 resolution is reached, the customer is contacted and assisted with implementing the resolution.

Problem Severity Statistics

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:

installation of library automation software by non-technical personnel
networking issues
special customized software installations

Software Updates

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 M3 software are released approximately twice a year.

Software Corrections

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 E-mail List Membership

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

Mandarin Newsletter

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.

User Suggestions

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.