Additional Technical Support Services & Information

The Center Dynamics Maintenance and Support Agreement (MX) details technical support parameters of Center IC.  This base level of MX support is geared to interact with a customer's main point of contact (POC) with a support-the-trainer paradigm and provides an outline for resolving technical issues.

The broad nature and scope of Center IC's capabilities and reporting prowess in the landscape of small business development make additional enhanced technical support options advantageous for some Center Dynamics customers.  Options follow.

Dedicated Support Agreement - From $75 per hour

Dedicated support is the acquisition of a dedicated FTE portion of a Center Dynamics IC Support Specialist to serve as a System Administrator and a POC resource for your organization's Center IC system.  The specialist would execute the normal Counselor Discloser Agreements that your consultants sign.  The Dedicated Support Agreement would spell out in advance the scope of work (SOW) and the estimated/budgeted support hours expected to achieve the general parameters of the SOW's expectations, thus becoming a fixed arrangement, i.e. 400 hours per year. The dedicated IC Specialist would be hired and trained by Center Dynamics and other Center Dynamics staff would also serve as a back-up.  For example, the SOW could specify the Center IC Specialist would attend periodic staff meetings; host monthly/quarterly user group meeting for organization staff; create & execute reports for grant activity and quarterly reporting; provide direct one-to-one staff support for Center IC related tasks; execute the SBA EDMIS quarterly exports and follow-up reconciliation process; etc.  Dedicated support does not imply providing new features not already coded and available in Center IC.  Minimum annual hours per year: 225 hours.  Invoice would be advance annual payment.  Periodic reports would be submitted to the customer POC.

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Operational Support - $125 per hour

Operational support is similar to dedicated support but it does not include a dedicated time commitment and hence is provided only on an as requested basis.  Operational support includes interacting with staff and building/assisting with reports, boards, surveys, bulk emails, and/or any actions typically achieved with the Center IC system, etc.  Operational support is provided as an as-available resource and invoiced on a monthly or quarterly basis. Operational support would not replace the need for a customer to maintain their own Center IC system administrator(s) and a dedicated POC to interact with Center Dynamics. Operational support does not replace training options under: https://www.centerdynamics.com/DocumentMaster.aspx?doc=1672

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Engineering Support - $175 per hour

Engineering support includes items such as database services or programming activities related to the back-end infrastructure of Center IC.  Invoice submitted at completion of services.

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Applications Programming Interface (API) Support - $250 per hour

API development, testing and support covers programming support for Center IC/EX integration projects with disparate data systems based on customer request.  A typical project would include an estimate of scope and time for API development & testing. An annual support option would also be likely.  The hourly rate could be higher depending on the nature of the scope (or portions of the project could be higher).  These estimates are not firm fixed price and the time and cost can exceed the estimates.  Payment options would be determined based on the project.  Revised: 5/3/2022

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System Modifications

Requests for system modifications do not have a set hourly rate and are based on evaluation of scope and a Center Dynamics proposal of cost for the effort.

Note

All versions of Technical support (Dedicated, Operational, Engineering or Base MX) ends at the Center IC application and a staff person's web browser.  Any technical issues with the PC/device, LAN, Printer, advanced web browser settings/add-ins and other software applications and related issues are not included.


Revised: 9/21/2023