GIS Workshop, LLC doing business as gWorks (hereafter “gWorks”) provides annual License and Support Agreements to ensure that you have access to professional and cost-effective service. This document describes the Support Agreements that are offered, plus a “Client Responsibilities” section with procedures for system management and regular reconciliation. In this document, Clients may also be referred to as “you,” “your,” “yours,” or “Agency.” Note that upon payment of your annual fees, the Client accepts this Addendum to their Contract.
The Client’s use of and the terms & conditions of gWorks’ SimpleCity Fund Accounting Modules (“FAM”) is governed by your executed Software and Professional Services Agreements and gWorks’ Master Services Agreement & Terms of Service (https://www.gworks.com/g2msatos/). Please refer to your executed Agreements for the terms and conditions of your licenses.
The gWorks SimpleCity Desktop FAM Annual License Fee (“ALF”) entitles you to:
The gWorks SimpleCity Desktop FAM Product Support Agreement (“PSA”) entitles you to:
Technical Support is the user-friendly assistance for users having technical problems with their software. gWorks will troubleshoot a Client’s issue and help the Client resolve it in a timely manner. Technical Support is not a substitute for training, nor is it an outsource job completion service.
The Client bears the responsibility of training its staff as any employer does. gWorks strongly recommends that the Client train its staff to its fullest capability. If the Client requires additional training resources from gWorks, see the “Training Resources” section below. Clients need to notify gWorks of new users. If gWorks assesses or learns that the Client is using Technical Support in lieu of training or for job completion, these actions fall outside of the PSA and gWorks reserves the right to bill for services rendered on an hourly basis until the Client has received adequate training, whether internally, through one of gWorks’ Training Resources, or both.
It is gWorks’ goal to help you be successful! We will do everything in our power to help you accomplish this while minimizing the Client’s expense.
Support can be requested or accessed by any of the following means:
gWorks offers a wide variety of professional services on a billable basis, including but not limited to, Bank Reconciliation, Accounting Services, General Ledger chart of account conversions, and changing or designing new SimpleCity forms for checks or utility bills. There are standard gWorks forms available at no additional charge.
gWorks University. Included with the PSA, Clients now have access to most of the online courses at gWorks University. Within gWorks University will be Courses and Learning Paths for users to learn and to master SimpleCity FAM. Completion of Courses or Learning Paths will include Certificates of Completion.
Client Support Portal Knowledge Base. Within gWorks’ Client Support Portal is the Knowledge Base. The Knowledge Base contains hundreds of articles of frequently asked questions, issues, release notes, and miscellaneous content. The articles are a succinct, visual, and step-by-step guides for troubleshooting common topics. gWorks adds articles monthly to help Clients access help faster.
Onsite Training. Clients may also pay for gWorks staff to come onsite for single or multi-day training. This training can cover core knowledge or be tailored to the Client’s needs. The PSA does not cover Onsite Training, and the cost is gWorks’ hourly rate plus travel expenses. Client must submit onsite training request to gWorks, and gWorks staff will work with the Client to establish training dates. Note that gWorks needs adequate lead time to prepare for and have time available to dedicate to the Client. gWorks does not guarantee immediate availability.
Remote Billable Training. Clients may also pay for remote training from gWorks staff. This training can cover core knowledge or be tailored to the Client’s needs. The PSA does not cover Remote Billable Training, and the cost is gWorks’ hourly rate at the time of training. The client must submit a remote training request to gWorks, and gWorks staff will work with the Client to establish training dates. Note that gWorks needs adequate lead time to prepare for and have time available to dedicate to the Client. gWorks does not guarantee immediate availability.
gWorks encourages utilizing local providers for hardware support, network configuration and related maintenance. In situations where local support is not readily available, gWorks offers an Operating System Support Agreement. If the Client has an Operation System Support Agreement (“OS Support”), it entitles you to the following:
gWorks ONLY provides technical support for Windows Operating Systems that Microsoft still supports based on its Product Support Life Cycle. For Clients not subscribing to an Operating System Support Agreement, service is available, billable at the standard Technical Services rate.
If the Client has a Crystal Reports Support Agreement (“RW Support”), it entitles you to the following:
It is the Client’s responsibility to immediately notify gWorks if the Agency is going to or has had employee turnover of a SimpleCity user. This will allow us to quickly provide a training plan for the new Agency employee. The Client is responsible for paying all fees associated with supporting and training the new user. Keeping all systems running smoothly and cost-effectively is a shared objective. That means that even with the Support Agreements described, you and your organization have internal responsibilities for your technical infrastructure, system management, regular reconciliation, and routine backup of electronic files.
The Client is responsible for its computers, printers, servers, network and operating system maintenance, patching, upgrading, monitoring, and problem resolution. In situations where local IT support is not readily available, gWorks offers an Operating System Support Agreement to provide some of these services. See the section “Operating System Support Agreement” for details.
In addition to technical infrastructure responsibilities, the Client is also responsible for the following System Management procedures:
The SimpleCity Product Support Agreement requires certain responsibilities of the user. Procedures the Client should complete each month include, but are not limited to:
gWorks can assist with month-end reconciliations for previous month-end periods, billable on a time and material basis.