Support Scope of Service

ResultsPlus Support Scope of Service

ResultsPlus Software Maintenance

Software Maintenance; is the modification of Software after Deployment to correct faults, to improve performance or other attributes. Percentage of Software Costs for Installed Software 12–month minimum, Software Maintenance is Included in Hosting Services and Subscription On-Premises fees.

Scope of Service for Installed Software, Hosting Services and Subscription On-Premises Software deployment types.

Telephone and E-mail access;

Customer may e-mail -

ResultsPlus at 

or call - 

USA;                  800-222-4096
International;      507-286-9232

Monday thru Friday, 8 am to 5 pm, Central Time, exclusive of weekends and Metafile Holidays:

New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve Day and Christmas Day 

Customers may leave voice mail messages evenings, weekends and holidays that will be responded to on the next business day. 

Problem resolution time may vary depending on the nature of the problem. Problem reports will, as an objective, be responded to within one (1) business day.

Corrective Service(s) for Software;

diagnose and correct discovered problem(s) by user or concluded by user error reports, may include modifications and updates in order to correct or fix problems.  

Service(s) for problems determined to be outside that of Software usage or malfunction(s) caused by customer administration, is not included and will be provided at the then current rate.

Perfective Service(s) for Software;

scheduled service that includes Software only upgrade(s)/update(s) to the latest version in order to keep the Software usable over long period.  

May include new features to improve reliability, performance and functionality. Software may periodically phone-home for pertinent updates. Metafile may require customers to upgrade Software for maintainability.

Software Maintenance does not cover problems arising from: hardware, non-Metafile software, power failure, operator error, networking, operating system, other environmental issues, Software installation or reinstallation, cost of construction or reconstruction of customer data.