7.1

How do you handle conversion of legacy database data to your system?

Some of our smaller clients simply key in OpenMETRIC data as each item arrives for servicing.

Most clients, however, require electronic conversion of the legacy data. 

We are extremely flexible and we strive to provide each client with the resources most appropriate to that client’s success.  In some cases, we provide technical assistance to the client’s IS/IT people to define the mapping required, and the client performs the conversion.  They usually ask us to review and QC the conversion for completeness and correctness. 

In other cases, the client contracts with us to perform the data conversion.  In these cases, we work with the client to determine which data to convert.  In addition to the conversion of the Setup data, we determine whether or not to convert the Work in Process data and the Historical data. 

We recommend that the data conversion be implemented by software or a script (as opposed to manual operations and manipulation), since we find that it will usually need to be performed more than once.  For example, an initial data conversion prior to user training will make the training much more effective.  After the training, a “play” period will allow users to get familiar with OpenMETRIC.  Sometimes data conversion errors or defects are identified during this process which must be remedied or improved.  Finally, the data is converted again when the system “goes live.” 

In the case of FDA-regulated clients, there is typically an additional iteration or two as IQ, OQ, and PQ are generated and performed. 

7.2

What pre-implementation support do you offer?

We typically provide technical support by phone and sales/administrative support by phone and occasional on-site visits. 

Training for larger clients is typically provided on-site (more about this in answer to later questions). 

7.3

Are the system software and manuals supplied on a CD-ROM? If not, how?

Yes, OpenMETRIC software and documentation is typically supplied on a CD-ROM. 

We also offer professionally printed and bound manuals which clients can order "on demand" directly from our publisher (requires password).

7.4

Do you allow system software documentation, help notes, and all screens to be copied in whole or part for use in internal procedures and work instructions?

Yes, we grant you a limited, non-exclusive, restricted purpose license to reproduce our materials as required. 

7.5

What follow on support plans do you offer?

We are proud of the quality and reliability of our software products.  Our License Agreement will provide you a limited lifetime warranty on our software…if you ever find a bug, we’ll fix it quickly and free (and probably give you a prize or reward).  Therefore, you don’t need to buy software maintenance just to get bugs fixed. 

We do offer an adjunct service called a Software Support Agreement.  Under this service, you will be entitled to telephone support, upgrades, newsletters, and discounts on other services and products.  We strongly recommend this service for at least the first year or two of OpenMETRIC implementation. 

7.6

How do you support software utility programs required to link other systems, i.e. Fluke Met/Cal, FactoryWorks integration, etc.?

If we create the programs, they are covered by our License Agreements and our optional Software Support Agreements. 

If our clients create the programs or they come from a third party, we typically do not support them. 

If we participate in the creation of the programs jointly with the client or third parties, then we negotiate support as required and appropriate. 

7.7

Do you offer an annual Maintenance Agreement that provides all updates, upgrades, correction of defects, and phone service support?

Yes.  This is called our Software Support Agreement, as explained in # 7.5 above.