Skip to main content
Products
Product Overview
See how gWorks solutions can help your city or county.
Finance Hub
Simplified fund accounting made for local government.
HR Hub
Payroll and time-tracking made easy for local governments.
FrontDesk
Enable your citizens to interact with your government online.
Utility Billing Hub
Streamline utility billing and revenue collection with a user-friendly utility billing system.
Operations Hub
From permits to work orders, optimize all aspects of your agency's operations.
Maps Hub
Visualize assets on a map to make informed decisions and provide public transparency.
Storage Hub
Securely store all your important documents in one centralized location.
gWorks Payments
Process government payments with ease using an integrated payment processing system.
Support and
Professional Services
Trust friendly, reliable support and professional services to help you every step of the way.
Solutions
Essentials
Core
Enterprise
Company
About
Careers
Resources
All Resources
Insights
Testimonials
Events
Webinars
gWorks University
+1 (888)-608-7666
Support Login
Contact Us
Menu
Products
Cloud Solutions
Product Overview
Finance Hub
HR Hub
FrontDesk
Utility Billing Hub
Operations Hub
Maps Hub
Storage Hub
gWorks Payments
Support and Professional Services
Solutions
Solutions
Essentials
Core
Enterprise
Company
Company
About
Careers
Resources
Resources
Insights
Testimonials
Events
gWorks University
Support Login
© 2020 GIS Workshop, LLC dba gWorks
Contact Us
+1 (888)-608-7666
gWorks Named to GovTech 100 for 5th Consecutive Year
Learn more

gWorks Product Support Agreement – 2024 Calendar Year

Overview

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.

gWorks License Fee

Reminder: The Client’s use of and the terms & conditions of gWorks’ SimpleCity Fund Accounting Modules (“FAM”) is governed by your executed Ordering Document, 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.

Additional reminder: The gWorks SimpleCity Desktop FAM Annual License Fee (“ALF”) entitles you to:

  • The access and use of SimpleCity Accounting software applications by your employees, unlimited users.
  • SimpleCity software enhancements. All scheduled enhancement releases are made available to all licensed Clients.
  • SimpleCity Accounting program updates to correct software defects and changes required by law (such as W2’s and tax table changes).

gWorks Product Support Agreement and Fee

The gWorks SimpleCity Desktop FAM Product Support Agreement (“PSA”) entitles you to:

  • Unlimited remote technical support during gWorks Business Hours: Monday – Friday, 8:00 am – 5:00 pm CST.
  • Client Support Portal
  • Client Support Portal Knowledge Base
  • Process Book
  • gWorks University
  • Email
  • Toll-free phone
  • Fax or common carrier
  • Internet-based support (“web support”) is also included in the SimpleCity PSA.  This secure and permission-based web support is an efficient method for gWorks to diagnose an issue and help the Client resolve it.

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:

  • Client Support Portal.  Clients are able to submit support tickets through gWorks’ Client Support Portal at https://support.gworks.com/portal/ (an account is required for access).  They are also able to communicate with gWorks staff through the Portal, view ticket history, and access the Knowledge Base.  Clients can upload images and documents to their ticket.  gWorks’ system automatically assigns tickets through the Portal to the appropriate Client Success Representative (“CSR”).  If you are a user and do not have a Client Support Portal account, contact gWorks to gain access.
  • Clients can also access the Client Support Portal through SimpleCity Help Menu in their desktop software: Select Contact Us; then select Initiate Request for Support.
  • Client Support Portal Knowledge Base.  Within gWorks’ Client Support Portal is the Knowledge Base.  The Knowledge Base contains dozens of articles of frequently asked questions, issues, release notes, and miscellaneous content.  The articles are succinct, visual, and step-by-step guides for troubleshooting common topics.  gWorks adds articles monthly to help Clients access help faster.
  • Email. Email gWorks’ support team at simplecitysupport@gworks.com.  The email will create a ticket in gWorks’ Client Portal, but gWorks’ system does not automatically assign a CSR.    The SimpleCity Support Manager periodically checks the ticket queue and assigns these email-based tickets to the appropriate CSR.
  • Phone.  gWorks toll-free phone support line at 1-888-608-7666.
  • Fax or Common Carrier.  Fax at 402-436-2152, or common carrier such as U.S. mail.

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.

Training Resources

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.

Remote Billable Training.  Clients may 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’ current 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.

Onsite Training.  At gWorks’ sole discretion and on a case-by-case basis, Clients may 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’ current 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.

Operating System Support Agreement

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:

  • Unlimited non-billable remote assistance for:
  • General PC troubleshooting.
  • SimpleCity system recovery in the event of a hard drive failure on a PC workstation – to assist with re-installing and configuring SimpleCity program and data files from your latest available backup.  If such a failure occurs with your network server, all SimpleCity programs and data files should be restored to their proper location by the Maintenance Company or technician involved in that process.
  • Network troubleshooting: drive mapping, logging into the network, setting permissions (files and directories), and capturing printers.  Troubleshooting and support for covered items will go up to, but not beyond the point at which it is determined that hardware has failed and/or the operating system needs to be reloaded.
  • Printer troubleshooting: compressed print settings, canceling print requests, reloading drivers, and network connectivity.
  • Setting up new users (setting up new PC’s is available on a discounted billable basis)
  • Backup systems technical support – creating backup jobs, restoring, and troubleshooting related problems for backup systems.
  • Billable technical service rates for the following issues not covered by Operating System Support:
  • Reconfiguration of the operating system required to install new equipment (such as PC’s, printers or peripherals) or software purchased from another source.
  • Installing patches to the operating system or productivity tools such as MS Office.
  • Any situations that arise from new hardware, software, and/or services being loaded and subsequently causing the system or a part of the system to become inoperable.
  • Internet Service Provider (ISP) connectivity.
  • Technical and support services arising due to a lack of proper or current data backups.  The method of performing the backup varies due to operating system differences and media used for that backup (see “gWorks Backup Procedures” Knowledge Base Article in the Client Support Portal).  

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.

Crystal Reports Support Agreement

If the Client has a Crystal Reports Support Agreement (“RW Support”), it entitles you to the following:

  • Simple report design. If reports require extensive R&D or require programming, these services are available on a billable basis.
  • Question and answer support on specific crystal concepts (i.e., record selection, subtotaling, etc.).
  • Answers to Crystal Report application errors.
  • Updated Data Dictionary. This is required to run with SimpleCity programs.
  • Receive support on updated reports.

Client Responsibilities

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. New Users are required to complete the applicable gWorks University courses and review the Process Book for use before being eligible for billable training. Users will present their completed course certificates to gWorks. 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.

Technical Infrastructure

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.

System Management

In addition to technical infrastructure responsibilities, the Client is also responsible for the following System Management procedures:

  • Operate the SimpleCity software as intended, including entering transactions, identifying errors, and entering correcting transactions.
  • Notify gWorks of new employees or new SimpleCity users.
  • Provide gWorks Client Success Representatives with exact error messages generated by your systems.
  • Prepare and submit documentation change requests to gWorks.
  • Prepare for training sessions by reviewing prerequisite materials and manuals prior to class.
  • Balancing records at the end of each month. Do this as soon as possible after the end of the month, and well in advance of the end of the next month. gWorks provides non-billable support to resolve balancing issues that surface within the past 30 days. gWorks bills for support to resolve balancing issues older than 30 days.
  • Backup data at designated times and verify that your backups are successful (see “gWorks Backup Procedures” Knowledge Base Article in the Client Support Portal).  This backup includes the Client managing is I-Drive backup service from gWorks.

Monthly 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:

  1. Reconcile bank statement with all your bank accounts. Verify that your GL cash accounts are correct according to your reconciled bank statement.
  2. Verify that the General Ledger Trial Balance proofs to zero for the Agency as well as for each fund.
  3. Reconcile all your accounts payable accounts (i.e. pensions payable).
  4. Reconcile (if applicable) your Utility Billing (UB) receivables to GL.

gWorks can assist with month-end reconciliations for previous month-end periods, billable on a time and material basis.

‍

Empowering Local Government through Simple Software Solutions
PRODUCTS
OverviewFrontDeskPaymentsUtility Billing HubHR HubOps HubFinance HubMaps HubStorage HubPubWorksCounty WebGIS
Solutions
EssentialsCoreEnterprise
Resources
All ResourcesInsightsTestimonialsEventsWebinarsgWorks University
Company
AboutCareersContact UsRequest a ConsultationSupport Login
888-608-7666
info@gworks.com
3905 South 148th St
Ste 200
Omaha, NE 68144
Privacy PolicyTerms of UseCookie Manager
© 2020 GIS Workshop, LLC dba gWorks. All Rights Reserved

Your Privacy is important to us

Customize your cookie preferences or click “Accept All” to agree to the storing of cookies on your device. View our Privacy Policy for more information.
Preferences
Accept All
Deny
Privacy Preference Center

Below we list the different types of cookies that we use on the Site.  The specific cookies that we use, and the categories to which they belong, are available in the consent manager. To the extent any personal information is collected through cookies, our Privacy Policy applies and complements this Policy.

Always Allow Cookies
Close
Manage Consent Preferences
Required cookies enable you to navigate the Site and to use its services and features.  Without these absolutely necessary cookies, we may not be able to provide the Site or certain services or features, and the Site will not perform as smoothly for you as we would like it to.

These cookies are used to deliver advertising that is more relevant to you and your interests. They may also be used to limit the number of times you see an advertisement and measure the effectiveness of advertising campaigns. Advertising networks usually place them with the website operator’s permission.

Personalization cookies can provide a more customized experience by remembering choices a user makes, such as their language, location, or username.

These cookies allow us to analyze your use of the Site to evaluate and improve our performance, for example, by providing us information about how our site is used.

Reject AllConfirm My Choices
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.