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SERVICES
User Support
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One of the most important aspects of corporate software is the timeliness of user support. At Azteca our goal is to have the very best customer support in the industry. We recognize that if a user cannot use the software to their fullest expectation, then it doesn’t matter how great the software might be. We answer all questions immediately. If a question is due to a software problem that causes the software to not function as designed, the programming staff’s number one priority becomes the resolution of the problem. Upon entering into a contract with Azteca Systems, you will be assigned a “Client Manager.” Project management during implementation handled through the Client Manager assigned to the City. Upon final acceptance, user support is provided through the Client Services staff. While the Client Services staff can provide most answers, specific problems may be directly handled through the programming staff or other Azteca Systems support staff. The Client Services Manager, or designated staff, will support and coordinate the installation of all upgrades, enhancements and problem fixes. On-line support is available via dial up and is available Monday through Friday during normal business hours. For on-line support, Azteca Systems requests secure outside access, via telephone line, to the City’s system. Additional support is available at mycityworks.com website. The Update and Support agreement will also supply you with all subsequent upgrades, enhancements and bug fixes for all future releases of the licensed applications as long as the City annually renews the agreement. This support is provided complimentary for one year with the purchase of a site license or is provided for 90 days when the applications are purchased by seat. New versions of the software are generally provided annually. These updated versions are provided to the City at no charge provided the City has a current update and support agreement with Azteca. Prior versions of the software continue to be supported for one year following the release of the new version. In addition to the above support, Azteca provides a newsletter to its clients explaining the latest events and new release information for the Cityworks software. Azteca also participates in several conferences throughout the United States as an exhibitor and presents white papers at many of these conferences. |
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