Everyone at WTH strives to make sure our customers become “Customers for Life.” We do this by providing a level of product and program support that is truly exceptional.

WTH’s 9 points of support are the foundation of our relationship with you. We’re proud to offer Automatic Software Upgrades, Unlimited Toll Free Telephone Consultation, Unlimited Remote Technical Service and On-Going Education as standard items in your support agreement. In everything we do we’re committed to ensuring your success.

WTH products and services are backed by the most comprehensive consulting and support program in the industry. We understand that the software user is the crucial link in making sure our products effectively perform to pre-determined expectations. WTH, holding true to our standards, has developed the 9 Points of Service so that consulting and support staff can best assist with our customer’s needs. The 9 Points of Service are as follows:

	Consulting Services WTH will always make its staff available to its customers on issues related to the application and use of Think GIS® in its daily operations. We accomplish this through our dedicated staff which has over 100 years of combined experience. Many of our staff has served as Elected Officials, Appointed Department Heads, and Local/State/Federal Employees. The staff also has experience in preparing budgets, supervising staff, working with Elected Officials and Administrators, and providing services to the general public. WTH employees have been involved in many of the same careers as our customers.
	Software Upgrades Any enhancements or upgrades to the Think GIS® software during the term of the Customer Agreement are automatically uploaded to the customer’s computer via our state-of-the-art synchronization process as they become available. This ensures that our customers always have the most recent versions of WTH software and makes it possible that our customers will only have to purchase their software once.
	Synchronization Subscription WTH always provides a subscription to the WTH Data Synchronization Service. This service allows for departments not connected to a central network (i.e. remote users of our software) to share data with other departments. It also allows for them to receive Think GIS ® program updates on a regular basis. Our remote users who are responsible for maintaining more than one layer within our software and who have Internet access, are always able to connect to WTH servers. This allows them to send or receive map changes and updates whenever they become available. Through our Data Synchronization Service, all other users can download updates and changes so that they are up-to-date on a regular basis. This means that WTH always works with our customers to achieve a desirable method of updating information.
	Unlimited Toll Free Phone & Remote Support Toll Free phone support and remote support will be provided under this agreement during regular business hours, 8:00 a.m. to 5:00 p.m. EST. Phone support consultants will be available to answer questions regarding the use of Think GIS® software and to discuss the application of Think GIS® to the customer’s operational needs and issues. Remote support will include the ability to connect to the customer’s computers as requested and make adjustments to the software and its configuration to adapt to the customer’s changing needs. Remote support will require configuration of the customer’s network to allow access by WTH staff.
	On-Site Technical Support WTH is committed to providing rapid response to support requests. Every effort will be made to resolve issues through telephone consultation and remote connectivity to the customer’s computers. If a resolution is impossible over the phone or with remote access, WTH will send staff to the customer’s location as necessary and appropriate.
	Off-Site Data Backup WTH will maintain backups of the customer’s Map Data transferred via the synchronization process. Twice daily the system will archive all Map Data submitted by the customer. The 10 most recent updated archive copies of each file are maintained to provide incremental recovery. This data can be restored to the customer’s computers at their request.
	Re-installation and Configuration We will assist the customer with the re-installation and configuration of Think GIS® in the event of a hardware or software system failure, or if Think GIS® becomes corrupt or inoperable, regardless of the cause. This will include installation of Think GIS® and related software, configuration of map data files, configuration of related interfaces and configuration of synchronization services.
	On-Going Training WTH will provide on-going training on Think GIS® and related software to ensure the customer is able to take full advantage of the power of Think GIS® and that new staff will quickly be able to use the system effectively. This includes current users who need refresher training on software functionality, and new hires that require introductory training and orientation. Single or group training sessions will be provided as necessary and appropriate.
	Pre-Contract Technical Counsel We will be available to assist the customer in any pre-contract technical decision making regarding digital data proposed for use in conjunction with the Think GIS® system. WTH’s wide range of experience will aid the customer in making proper decisions prior to making a contractual commitment. This will ensure that the customer makes efficient use of available funds and the resulting system is interoperable and meets the customer’s expectations.