AIM has a long-standing commitment to quality customer support. Our New York and Los Angeles offices service clients efficiently in multiple locations via Internet, modem, e-mail, telephone, and fax. The AIM response time to support calls averages about 15 minutes; support is provided by the same senior staff that designs and develops the application software. If a support problem is not responded to within two hours, it is brought to the attention of the Director of Support Services. Any time a system is completely non-operational, it is immediately brought to the attention of the president, as well as the assigned support personnel. AIM maintains a "triage" system to set service priorities based on relative severity of problems and elapsed time since call in. Harpoon systems and applications do not require extensive support time from the client staff. Generally, most AIM customers designate a system administrator and an alternate. Except for the largest of system installations, most designated system administrators perform other activities as their primary job function. The Harpoon system support activities include: Acting as liaison to AIM for software or system support Checking the system daily Performing and checking the daily system backup Accessing media for the purposes of restoring archived data, if necessary Maintaining logs of system problems, system service calls and file saves AIM's Customer Support Agreement covers ongoing system support and details all services provided under this Agreement. Highlights include: Application Software Support Systems Support Unconditional Software Warranties Application Software Upgrades