Balsam Healthcare Corporation is committed to provide the best after-sales support and services to all its customers. In line with this commitment, a separate team of BHC employees is entrusted with the responsibility to provide customer support services.

Maintenance and Support philosophy which details the infrastructure

- Support Organization, which details the support structure, including location of offices.

Warranty

The normal warranty period for the proposed application software is 90 days from the date of delivery of each module.

During this period, BHC guarantees to replace software, if any.

Maintenance

Software maintenance is the service required to keep the software system at the customer installation operational and responsive.

Following the Warranty period, the system may be maintained under a comprehensive Software Maintenance Contract. The Maintenance Contract will cover maintenance of all the application software installed / developed / implemented.

The purpose of such services is to ensure that,

- Application system functions smoothly and without hindrance by preventing breakdowns caused by application software malfunction (e.g. program bugs, etc.)

- Documentation is updated in accordance with changes carried out to the system.

The level of support will depend on the terms of the agreement

The OASIS Division of BHC offers support services to its customers in the areas of software, consultancy and educational services on a continuous basis. Maintenance support is provided in a systematic manner, so that the problems are clearly understood and resolved by the Support Specialists with minimum loss of time.

It is BHC intention to continuously update and incorporate more functions and enhancement to meet the worldwide health market need. In case of any unforeseen reasons BHC reserves the right to withdraw the OASIS support upon a minimum of six months prior notice. After the expiry of those six months, neither further update nor enhancement will take place on the OASIS package unless officially re-announced.

BHC believes in maintaining a high system up time for its customers. This is derived from various factors, which include:

- Reliability and Quality of the application software

- Competence of the support staff

The proven design, development and implementation methodologies ensure that the customer gets reliable and high quality application software products.

BHC support team is staffed with highly skilled Specialists to provide a wide range of services. The support management includes planning of preventive and corrective maintenance calls, contingency support operations, planning and upgrading the skills of the support staff. The Support Personnel are fully trained on the software.

-Depending on the location of the customer site, whether local (in K.S.A) or remote (outside K.S.A), the reporting mechanism is different. For customers based inside K.S.A, the customer reports the problem directly to the BHC Technician/Maintenance Support Team. For customers based outside K.S.A, the customer reports the problem to the authorized distributor in his country.

In case the distributor is unable to solve the problem, it is then routed to the BHC Support Team in K.S.A. Customers based outside K.S.A can also arrange for direct support arrangements with BHC if so required.

Whenever a problem is encountered, the user will use the OASIS SYSTEM Recording Bug Form, clearly explaining all the details related to the problem. The form itself is capable of tracking the screen the user is currently at, for this reason it is extremely important that the details are entered immediately after an from the screen at which the problem occurred. The important details recorded will be,

-Bug Reference Number, for identification

- Date and time of the day, when the problem occurred

- Application name, Module-ID and program Form-ID/Report -ID

- User-ID and Workstation-ID

- State of the system (if any other batch job or operating system task or RDBMS related task was being run at the time the problem was encountered)

- Number of users logged on at the time the problem occurred.

- Error message (as reported by the operating system or application)

- User or operation staff response to the error and the current state of the system

- Brief description of the diagnosis of the problem, if carried out by the user or operation staff

- Classification of the problem as :

- NORMAL needs attention but system is functioning

- URGENT needs urgent attention, but system is functioning by using unusual procedures or by special intervention

- SOS needs immediate attention as system cannot be used at all or further use could lead to disastrous consequences.

The exact response time will depend upon the nature or class of the problem and when applicable the level of support contract taken. The Support Specialist will study the Fault log and analyze the problem. He will make sure of the technical manuals and source code related to the systems for analyzing the problem.

If a problem is found in the system, the concerned programs / modules will be corrected, the revised versions dispatched to the site and the technical manuals appropriately updated.

If the fault was due to a mistake in operations, the same will be explained to the Operations Supervisor so that precautionary measures are taken to prevent recurrence of such mistake.

If the fault is prolonged and the nature of the problem is such that resolving it is beyond the capability of the Support Specialist, support will be provided by escalating the problem to senior personnel to resolve the problem.

BHC believes in maintaining high up time for its customers.

Consequently any problem which is not solved within reasonable time gets escalated to higher levels of management within the organization. This enables the management to provide focused attention on the problem and constitute a special task force within an objective to maximize system availability and customer satisfaction.

Location of support offices

To provide for all customers related services, all the functional departments of BHC are housed under a single roof at our purpose designed offices in Jeddah, KSA. Customers based in K.S.A are serviced by our local Support Team.

The Support Team works Saturdays through Thursdays with the following timings:

Normal Timings

If the customer requires support over time periods which are different from our normal working hours, BHC is agreeable to provide this support on mutually agreed terms and conditions.

To cater to the requirements of the customers outside K.S.A, BHC has distributorship/ partnership agreements with local companies in the respective countries, who provide the first level of support. The BHC Support team provides the second level of support in this case.

Every customer has an Account Manager assigned by BHC who would unction as a single point contact for the customer.

The Account Manager’s responsibility would be to coordinate the various support activities required by the customer and function as a communication interface. The Account Manager handles all matters relating to financial commitments between BHC and the customer. Any specialist services required are routed through the Account Manager.