Frequently Asked Questions

What makes AMS different from other support options?

AMS is different in that we offer both the traditional hourly reactive support services as well as pre-paid proactive support services. This way, we can customize a support solution to your needs and adapt that solution as your needs change over time.
 
AMS is ColdFusion application support. Our expertise is in ColdFusion based applications and the support infrastructure for those applications. Our support team members are experts in ColdFusion application support and we don't dilute our services by trying to support every possible language and toolset.

Which support plan is right for me?

It depends. Are you looking for lower, predictable support costs with preventative maintenance for your application? If so, our proactive support services are likely the best fit. Are you looking for "need it right now" critical support services? If so, our reactive support services are likely the best fit.
 
Take a look at our support plans and compare them to see which might be the best fit for your needs. Or, contact one of our project managers and they will be able to customize a solution to meet your exact requirements.

What happens if I need more support time during the month than my plan provides?

We understand that your needs will change over time. Our project managers will work with you to determine the best support solution to meet your exact requirements. If you do need more support time during a given month than is included in your current plan, you have two options available.
 

• Add more hours on a one time basis at the current discounted rate for your support plan
• Upgrade your plan to a support plan with additional hours

Contact your project manager who will work with you to get you the support solution that meets your current needs.

Can I make changes to my support plan?

Absolutely! We understand that your needs will change over time and our plans are flexible. To make changes to an existing support plan, contact your project manager who will work with you to determine the best support solution to meet your exact requirements.

How do rollover hours work?

If you purchase a prepaid support plan on an annual basis, then any support hours which were not utilized in a given calendar month will roll over to the next calendar month. With an annual prepaid support plan, you are purchasing support time over the entire year and thus those support hours can be used at any time during the year. You will need to work with your project manager for scheduling purposes if you plan to use a large block of hours at one time.

I need support for my live application - can you work on production systems?

Yes, we can support your live, production applications. We can troubleshoot performance and infrastructure issues that are present in your production environment. If you need help with application code issues, then our recommendation would be to deploy a staging / testing server where application code changes can be implemented and tested before being rolled out to production. If you do not have a staging / testing server setup, we can assist with that. Just contact one of our project managers.

What are my payment options?

We offer a variety of payment options and terms to fit your needs. Proactive, prepaid support plans can be purchased on a month to month basis or an annual basis. Reactive support plans are billed on a monthly basis based upon the support time and materials used.
 
Payment for any of our support plans can be made via credit card, check, or electronic funds transfer. Please note, for prepaid support plans, support services will not commence until payment is received.

If you have additional questions or would like to get started with our application maintenance services for your application, please contact us.