Mainsaver Support

Annual Support Retainer

Discovery

To deliver the best support possible, EAM Expert must perform a basic discovery of the Mainsaver system to be supported with regards to:

  • System architecture
  • Interfaces
  • Add-on modules
  • PowerBuilder customizations
  • Custom reports
  • An understanding of the Mainsaver workflow and which features are used and how

Tools, Access, and Credentials

Additionally, EAM Expert should be given access to the client’s current production and sandbox (if available) Mainsaver environments.  Ideally the client should provide credentials to access:

  • VPN
  • Remote Desktop
    • Preferably with Microsoft Access loaded with access to the Mainsaver database
  • Access to the SQL Server

Scope of Work

While support covers too many things to list, common examples of support services included:

  • Setting up automatic SQL backups
  • Password resets and setting up users
  • Making User Security setting changes
  • Fixing Mainsaver installations that are crashing
  • Troubleshooting queries
  • Fixing problems with PMs
  • Fixing record locks and errors Mainsaver users may be getting
  • Reconfiguring settings that were set up incorrectly
  • Questions and answers regarding functionality

Mainsaver Support Costs

Annual Support Retainer

An annual fee is required for a support contract. This fee will vary slightly depending on the complexity of your installation. It will range from $2,000 – $3,000.

SUPPORT Hourly Rate and Invoicing

In addition to the Annual Support Retainer, EAM Expert will charge per support incident.  In appreciation of the Annual Support Retainer charged, time tracked towards support calls will be tracked (and rounded up) to short 15-minute increments, versus a 2-hour minimum charge for OTHER Mainsaver Consulting outlined below.  Every effort will be made to return all calls, texts, or emails within 3 hours and any problem addressed no later than the end of the same night.

Invoicing for support calls:

  • EAM Expert has a flat hourly rate, regardless of what type of work is delivered. While this rate is the same for all clients, it is not published on this site. Please contact EAM Expert at [email protected] or 619-980-5533 for details.
  • Timesheet hours are invoiced at the end of the month.
  • Hours are tracked and rounded up to the nearest ¼ hour increment.
  • If EAM Expert receives no calls for support during any given month, there will be no charge for that month.
  • The minimum invoice is 1 full hour during months when support is given.

OTHER Consulting Hourly Rate and Invoicing

EAM Expert offers on-site and remote services for the following, with a 2-hour minimum.

  • Training
    • Mainsaver
    • PowerBuilder
    • InfoMaker
    • Crystal Reports
  • Customizing Mainsaver using PowerBuilder
  • Report writing using either InfoMaker or Crystal Reports
  • Data modification / scrubbing using SQL and Microsoft Access linked directly to the Mainsaver database using an ODBC connect
  • Development of external GUI to accomplish things in Mainsaver that cannot be accomplished via the standard front-end

All non-support based consulting above would be quoted and invoiced separately from support costs.