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Hardware Support In addition to software troubleshooting, maintenance and repair, Crabtree will provide hardware support for our standard rate of $95.00 per hour plus parts. This would include Crabtree traveling to your location as necessary to repair and replace any hardware items that are not directly covered by a manufacturer warranty. For manufacturer warranty items, Crabtree will. offer first-line support for hardware malfunctions. This will include contacting the correct hardware manufacturer and scheduling the earliest possible on-site visit. TRAINING Crabtree provides a training program that normally consists of the following elements: End User Training. This involves teaching end users the mechanics of the system. This training should probably be conducted at the client's site. Each group of 8 or fewer individuals will receive any instruction necessary to ensure comfort with the new imaging system. The amount of training necessary will depend on their level of familiarity with Windows applications. Our experience has shown us that most users can become proficient in a short time period, provided that the class size is normally limited to no more than 8 individuals, and that participants are free from interruption due to phone calls and other day-to-day business. System Administration. This can usually be accomplished in one day, with a total enrollment of three persons. This phase of the training is typically conducted at the client's facilities, but can also be conducted at our own facility, giving access to our engineers to answer highly technical questions, and freedom from interruption from phone calls. Implementation Consulting. This training is highly recommended. It involves assisting those responsible for the record management functions develop strategies for translating existing paper filing and indexing structures into their electronic form. Electronic filing is different from paper filing, and records managers need to take the differences into account in setting up their systems. This can take anywhere from a one to three days, depending on the complexity of the filing system. It is also normally conducted on-site. Supervised Hands-on. Tbis optional training involves supervision of employees in using the system in actual operation, where they can pose questions directly to our trainer as they arise. Time for this training is normally one day per group, with the physical layout of the facility being the only limitation on group size. Training is at the customer's site. THE CITY OF CENTERVILLE LASERFICHE DOCUMENT IMAGING SYSTEM SOFTWARE 14