Support Services Policy

• Standard (included in the subscription)-
  1. Application updates, bug fixes, security alerts and critical updates
  2. General maintenance releases, selected functionality releases, and documentation updates
  3. Access to technical support and non-technical support via Email during normal business hours - weekdays 9am to 5pm EST
  4. Assistance with application tasks (e.g. data import) up to 4 times per calendar year during normal business hours**.
  5. Restoration of customer data in the event of data loss due to customer error - up to 4 times per calendar year during normal business hours**.
  6. Restoration of customer data in the event of an on-site catastrophe (e.g. hardware failure, natural calamity) during normal business hours.
• Enhanced (add-on services)-
  1. Application program customization per customer requirements
  2. User Interface customization and theming
  3. Data Migration assistance from existing LIMS
  4. Assistance with application tasks (e.g. data import) beyond 4 times per calendar year during normal business hours.
  5. Restoration of customer data in the event of data loss due to customer error - beyond 4 times per calendar year during normal business hours.

** Not exceeding 32 hours

Back up Policy

The MScreen servers are fully supported by the UM Life Sciences Institute Information Technology team. The active version of each file is retained for 30 days and up to three versions of a file are retained for up to 35 days. Two copies of deleted files are kept for 35 days. Backups are written to to two tapes and one copy is taken offsite weekly. For more information, please contact the LSI IT director, Brad Battey (bbattey@umich.edu).