Hotline Support - 800-586-2200 - Product telephone/pager support to our customers that are on the standard OS/COMET® maintenance plan. The hotline is manned from 8AM to 8PM EST during normal business hours. All customer calls are to be serviced within one business hour. (Customers can request 24/7 hotline support as required for significant events, such as final system integration or launch).

On-Site Support Option Some customers prefer on-site support of the COTS software for their programs, particularly if the customer is developing application software in-house and requires rapid response to meet its own integration & test schedule. This is normally purchased through a support contract directly with Harris. The on-site support person usually provides a first level of problem resolution and handles interfacing to the OSCAR system and tracking problem reports to closure. On-site personnel may also develop custom application code under the direction of the customer.

Custom Software Maintenance The custom software, customized legacy software, and system configuration are aspects of the system beyond the COTS baseline. These software and configuration files may be delivered as source code to the end customer. After delivery, there may be changes required typically due to hardware or software changes in the system. There are several approaches to this long-term maintenance, which are separate from maintenance of the COTS software, and are usually described in the customer agreement.