support

The JADE Student Management System is fully supported by a range of services and offerings to our clients. As well as the specific items listed below there is full access to all offerings that are provided by Jade Software Corporation.

IMPLEMENTATION SERVICES

The JADE Student Management System is fully supported to a number of levels that are agreed during the initial engagement or renewal processes.

Options include:

• Project management
• Recommended hardware and 3rd party software
• System installation, configuration and testing
• On site User Training
• On site operational set up
• On site Go Live support
• Management Service. For more information on Jade's comprehensive systems management offering click here

CHANGE MANAGEMENT

It is the intent of Jade to ensure that JADE SMS continues to meet institutional requirements in all areas. From time to time there may be specific changes requested by an institution to extend or alter some functionality. Institutions have access to an online contract and change management service (CCMS) for tracking of all processes associated with enhancement requests.

USER AND TECHNICAL SUPPORT

JADE SMS has a number of differing levels of support that are offered to ensure that maximum benefit can be obtained by the institution.

• Access to and availability of:
• online issue management service
• account management as the point of contact, includes site visits
• software patch releases and minor enhancements
• full system functionality support
• development center as required

As well as JADE SMS specific support functions there is access to the Jade 24 x 7 help desk services for emergency issues.

Level 1 — User Support

Jade Software Corporation will provide the necessary resources to enable IT staff to handle direct Level 1 support including training courses and direct, day-to-day support user support.

Level 2 — Parsys Support

Jade Software Corporation offers support on Class A technical issues, including the option of a 24-hour a day, 7-day a week support service using Jade Corporation's support management system, Parsys, as outlined in the support part of this website.

Level 3 — Escalation to account management

Where the previous levels of support do not result in a satisfactory outcome then the issue can be raised via the institutions account manager. In this scenario the account manager will work within Jade to ensure a satisfactory outcome can be reached.

JADE SMS USER GROUP

Facilitated by the JADE SMS user community, User Group meetings are held on a regular basis between Jade representatives and the current client base, either via tele-conference or on-site.

The purpose of the User Group meetings is to provide an open forum in which to discuss relevant topics such as user experiences, system-requirements and upcoming functionality releases. Additionally Jade may take the opportunity to demonstrate forthcoming release content and to discuss proposals for future releases. Through this forum the JADE SMS user community is always involved in product direction and content. This philosophy is consistent with the Jade approach to development of their product offerings.

For maximum reliability, security and performance of your JADE solution, JADE Care24 is our fully comprehensive systems management offering.