Hotline Suport- 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).

OSCAR System Harris maintains an OS/COMET® Action Request (OSCAR) system on its web page in a private area for internal and customer use only. The OSCAR system is used to track customer problems and requests for enhancements. Each customer is assigned a user ID and password to login to the OSCAR database, open OSCARs, and track the status of their OSCARs. To protect the privacy of each customer, only Harris Product Team employees and the customer can look at the contents of an OSCAR submitted by that customer.
When an OSCAR is resolved by a change to OS/COMET®, the version description document for that release will include the OSCAR number and title and the OSCAR is closed. The description and notes remain in the OSCAR database and remain private to the customer that submitted the OSCAR. Email notifications on OSCAR state change can also be requested by the creator of the OSCAR to track its progress toward closure.

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.