IDS CUSTOMER SUPPORT

Service Level Overview

The aim of this agreement is to provide a basis for close co-operation between Customers and Integrated Dealer Systems (IDS), for support services to be provided.

 

Terms of Support

IDS will use commercially reasonable efforts to assist Customer to resolve problems in its use of the Software as described in the “In Scope” section of the agreement. IDS makes no guarantee that it can, or will, solve any problems with respect to the Software presented by Customer, and further disclaims any warranties above and beyond any limited warranties that may have been expressly made by IDS in the License Agreement.

 

What the Support Fee Covers
  1. General Support – Phone/Email
  2. Expert Services – Scheduled
  3. Access to the Welcome Page and Dealer Resource Centre
  4. Remote Troubleshooting

 

Support Request Procedures
Inquiries are submitted to IDS via 4 methods
  1. Customer Portal
  2. Chat
  3. Email: support@ids-astra.com
  4. Telephone: 1-800-962-7872

 

Support Ticket Procedures
  1. For each specific support request, IDS Support creates a support Ticket with ticket #
  2. If you call or email with several different issues, we may create different numbers to track each issue
  3. Be sure to make a note of the Ticket number, and provide it on any subsequent contact regarding the issue

 

Required Information for Logging a Support Request

When submitting a support request, please provide the following information for us to resolve the ticket as quickly as possible:

  1. Company name and location (if multiple locations exist)
  2. Contact’s name, phone number (including extension), and email address
  3. Description of the request
  4. Service request number if this is a continuation of an existing request (in the email subject line)
  5. Product name, product version number
  6. Problem/request details, including any steps required to reproduce the problem (see appendix A)

 

IDS Support Services – Covered as Part of Maintenance
Accounting (AR, AP, GL, Payroll):
  • Answer specific “How To” questions regarding Astra/G2 usage in the form of an email, video or one on one session (max 30 minutes)
  • Assist with GL account and sub ledger reconciliation by providing best procedure and reports to use for cross reference
  • Walkthrough assistance in creating journal entries to controlled GL accounts
  • Walkthrough assistance with the creation and maintenance of Custom GL Reports, Daily Docs, Astra and G2 Custom Report writer and payroll custom reports
  • AP and Payroll Cheque format adjustments (MICR formats excepted)
  • Automated nightly reconciliation of AR, AP, Inventory and Floorplan subledgers
  • Minor Data corrections that cannot be completed manually and not caused by virus, 3rd party applications, or integrations
Operations (Inventory, Sales, Parts, Service, Rentals, Admin, F&I, CRM, Mobile):
  • Answer specific How To questions regarding Astra/G2 usage in the form of an email, video or one on one session (max 30 minutes)
  • Adjustments and corrections to existing F&I forms (scheduled)
  • Walkthrough assistance with creation of Astra and G2 Custom Report Writer (Advanced Reports)
  • Walkthrough assistance with Parts Pricing Updates and Flat Rate Updates
  • Walkthrough assistance for user security and role maintenance
  • Walkthrough assistance with Insurance Rate entry and updates
  • Walkthrough assistance with F&I Component and Packages creation and updates
  • Walkthrough assistance with report export definition updates
  • Installation of standard Enhanced Sales and F&I Quotes with company logos (additional customization available at an additional fee)
  • Minor Data corrections that cannot be completed manually and not caused by virus, 3rd party applications, or integrations
Network Services (if subscribed)
  • Astra G2 client software installation
  • Accuterm Terminal Emulation software installation and configuration
  • Installation of IDS used peripherals as POS scanners, printers, credit card Swipers
  • Support Printers, POS & Inventory Scanners, Cash Drawers, Credit Card Swipers
  • Setup, installation and troubleshooting of peripherals to function within Astra and G2
  • Unsupported Printers, POS & Inventory Scanners, Cash Drawers, Credit Card Swipers
  • 20 minutes of assistance with the setup, installation and troubleshooting of peripherals to attempt to get these devices to function within Astra and G2 however no guarantees can be made
  • Server Admin
  • Operating System Services
  • Operating System Roll, Features and Group Policies
  • SMTP and IIS configuration for Astra and G2 emailing including routing through and IDS Email server to avoid spam filter restrictions (if required)
  • Universe database configuration and updates
  • Server Components (may need additional third party assistance to resolve)
  • Network
  • Internet bandwidth analysis and troubleshooting in conjunction with your ISP
  • IDS Routers maintenance and troubleshooting including
  • Non-IDS Routers best practice recommendations for remote access, QOS tuning and tunnels
  • Thin Client or Terminal Services best practice recommendations
  • LAN troubleshooting and best practice recommendations
  • Discounted rates on;
  • Server restores due to virus, ransomware or hardware failure
  • Emergency hosting if necessary

 

Additional Charge
  • Astra and G2 custom reports (requires scheduling)
  • F&I Packages and insurance rates (requires scheduling)
  • Loading parts updates (additional charge)
  • Loading labor flat rate codes (additional charge)
  • Franchise file
  • Data corrections, recoveries, setups caused by virus, 3rd party applications, hardware failures or integrations
  • Make recommendations on customer internal policies, procedures and processes
  • Remedial Training or New Staff member training
  • While IDS will field a reasonable number of queries concerning system utilization and training, it is expected that dealerships will either train existing/new employees or send them to an IDS training class.
  • Non-supported and/or non-IDS purchased hardware
  • Positive Pay
  • Forms Adjustments
  • Server restores/migrations
  • Emergency hosting
  • Site visits
Services Detail Posted Rates
Disaster recovery with emergency server $4000-$7500+
Setup new/fixed server $4000+
Install Accuterm upgrades $75/workstation
Install G2 on Workstations $75/workstation
Troubleshoot Routers/Network $200/hr (1 hour minimum)
Troubleshoot Printers $150/hr (1 hour minimum)

 

Unsupported
  • Performing GL reconciliations on customers behalf
  • Anti-virus configuration
  • Discontinued applications/hardware
  • Dockslips
  • Inventory Scanners
  • Fi-Point

 

Support Response Times

A “response” means we have acknowledged your support request. In some cases, we may need to obtain additional information from you to resolve the request.

Response times depend on the severity level of the request. The support technician will determine the severity level based on guidelines listed below:

  • During Business Hours (Monday to Friday 08:00am – 8pm EST) calls and emails will be routed directly to Support staff on duty.
  • After-hours “Critical” severity support will be routed to an on-call Support Engineer
  • In any subsequent communication with support about an active case, please include the case number. Include it in the web form, your voice mail message, email or have it ready to provide the support engineer
  • Although the Support Representative may be able to provide estimated resolution timelines in some cases, resolution times cannot be guaranteed — best efforts will be used

 

Service Level Targets – Normal Business Hours

 

Severity IDS Context Recommended Contact Method
0 -No user can log into IDS or system performance halts all operations Email – Support@ids-astra.com with IDS Down in subject line
1 -Inability to process paying customers

-Inability to perform year end routines

-Inability to process payroll checks

-Entire department is not able to perform daily operations

-Leads not processing

Email – Support@ids-astra.com with IDS Down in subject line
2 -Only 1 person cannot login or perform a certain function while others are not affected

-Time critical deal forms printing/alignment

-AP check printing

-Technician time entry

Customer Portal – portal.ids-astra.com

Chat – www.idschat.live

Email – Support@ids-astra.com

3 – “How to” questions

– Help with reports

– Help with reconciliations

– Help correct transactions

-Printer issues

Customer Portal – portal.ids-astra.com

Chat – www.idschat.live

Email – Support@ids-astra.com

4 -Service requests such as

-Forms adjustments

-Setup new printer

-Loading G2 on new workstations

Customer Portal – portal.ids-astra.com

Email – Support@ids-astra.com

 

 

Emergency After Hours For System Downs

 

Severity IDS Context Recommended Contact Method
0 -No user can log into IDS or system performance halts all operations Phone 1-800-769-7425

* Support response is an acknowledgement that a ticket has been received and is being prioritized

**R&D response is acknowledgement as to when a resource will be soft-scheduled to review

 

Roles and Responsibilities
The Customer

General responsibilities under this agreement:

  • Conduct business in a courteous and professional manner with IDS
  • Will use their own appropriate staff to act as validation and gatekeeper prior to requests being logged with IDS Support.  Only authorized customer representatives can log support tickets with IDS Support.
  • Will provide all information required to open a support request, see appendix B
  • Once a support request has been submitted, make themselves available to work with our support resource assigned to the support request.
IDS

General responsibilities under this agreement:

  • IDS will conduct business in a courteous and professional manner with [the customer].
  • IDS will log all information from [the customer] required to establish contact information and document the nature of the problem
  • IDS will make best efforts to accurately assign severity levels to support request
  • IDS will escalate support request to next level of internal support within [your company] upon approach of established resolution targets.
  • IDS make best efforts to keep [the customer] updated on the status of support requests
  • IDS will make best efforts to meet and exceed service level agreements outlined

 

Support Usage Reviews

Periodically, IDS will conduct usage reviews to ensure all customers can obtain fair access to Support Services and to help us identify users that may require additional training or adjustment to support fees.