Customer, Technical and Sales support is available Monday through Friday 6am to 5pm Pacific Standard Time (9am to 8pm Eastern Standard Time) with On Call Emergency Technical Support Services available 24 hours a day, 7 days a week.

For Regular Service or Support Call: 760-943-9123 x255

Maintenance & Support:

Members who maintain their annual subscription fees in accordance with their contract receive unlimited maintenance and support throughout the subscription year. 

Maintenance:

Maintenance is provided for FirstWatch^TM utility specific software only.  This includes both client and internet versions of the FirstWatch^TM utility and any associated software utilities provided by FirstWatch^TM during the installation. 

Maintenance is not provided for any hardware, customer maintained software installed by the customer during configuration, network connections or schemes, connectivity to the internet or telephony services or customer databases.

Software upgrades, patches, hot-fixes, new version releases and access to new feature sets will be provided free of charge during the subscription year for both client and internet sites.

Some new features may require payment of additional access or user fees.  New feature sets requiring additional fees will be clearly identified to the customer along with a method to activate the feature.  Use of some features may require modification to existing agreements or contracts.  Access to these features is provided free of charge, use of these features are subject to applicable published fees.

Maintenance is to be provided based on the FirstWatch^TM / client relationship.  Customers who wish to participate in beta testing of new releases will be provided priority upgrades and will be the first to utilize new features and services.  Once beta testing is completed, all customers are then eligible for client or internet upgrades which will be remotely installed on the customer’s machine during a time period provided to the customer via an email notification.

Times where the internet based FirstWatch^TM Biosurveillance Network or a customer’s local machine requires scheduled maintenance or upgrades, every effort will be made to provide the customer with emailed notifications that include a minimum of 24 hours notice.  Given that FirstWatch^TM considers its software “mission critical” that requires high levels of availability, this type of notice can not always be accomplished.  Efforts will always be made to provide as much lead time as possible given the circumstances.

Support:

Customer, Technical and Sales support is available Monday through Friday 6am to 5pm Pacific Standard Time (9am to 8pm Eastern Standard Time) with On Call Emergency Technical Support Services available 24 hours a day, 7 days a week.

On Call Emergency Technical Support Services are for urgent needs where a local client system is down and unable to monitor its intended database or when the FirstWatch^TM Biosurveillance Internet site is down or unavailable.  On Call Emergency Technical Support Services may require off hours support from the customer to resolve the situation.  It is suggested that clients initiate internal off hours IT procedures and trouble shooting protocols first prior to initiating an emergency Technical Support Call as a client’s systems or subsystems may be at the root of the problem.

All technical support services are provided remotely, off site via the FirstWatch^TM Support Network, a WebEx powered secure support service that provides hands off internet access to a remote client machine. 

This service, along with FirstWatch^TM ‘s Biosurveillance Internet Network depends on a broad band internet connection available in order to function.  Failure of a customer’s internet connection will interrupt maintenance, technical support and Biosurveillance Network Internet services.  FirstWatch^TM is not responsible nor can FirstWatch^TM be held liable for failure to perform any of its contracted internet based services or support functions given the failure of a customer’s internet connection unless otherwise stipulated and provisioned for in the customer’s contract. 

FirstWatch^TM recommends its customers consider the use of redundant, separately provided ISP connections utilizing differing technologies (e.g. DSL and Cable, DSL and Satellite, Cable and Wireless, etc) with automated failover capabilities.  FirstWatch^TM can provide technical information to its customers on hardware that can perform these functions upon request.

Web Site Support:

To date, the administration of the FirstWatch^TM Internet Biosurveillance Site is performed by FirstWatch^TM Operations.  This includes user account administration and synchronization of trigger set variables between the client and internet server. 

Given this current approach, the customer MUST contact FirstWatch^TM Operations when altering, adding or removing a trigger or any of its variables in order for these changes to take effect on the internet server.  This can be easily accomplished in minutes by contacting FirstWatch^TM Operations during normal support hours.  Upcomming web site service upgrades will eliminate this need in the near future.