Campus ID Software Support Coverage

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Questions and Answers

What is the minimum lead time required for client upgrade requests?

Three days

Four days

One week

Two weeks (correct)

How can client upgrade requests be submitted?

Via the Transact System Enterprise Upgrade Support Policy

Through email

By submitting a ticket through the Connect portal (correct)

By calling the support team

Which of the following is not part of the Campus ID product lines and supplementary third-party hardware and applications?

Microsoft Office (correct)

Transact Door Security and Access

TSE Hosted and eAccounts

IDX

What will the appointed Upgrade Engineer send after the upgrade ticket is submitted and assigned?

A link to a landing page for scheduling Signup and view all the answers

Which of the following is mentioned as part of the Campus ID product lines and supplementary third-party hardware and applications?

Online Photo Submission Signup and view all the answers

Where can all additional information about client upgrade requests be found?

In the Connect portal ticket submission guidelines Signup and view all the answers

What will be sent to the client's assigned recipients upon completion of the upgrade events?

Email notifications and confirmations Signup and view all the answers

Which of the following is mentioned as a customization product under the Campus ID product lines?

Enblobber Signup and view all the answers

What environment must Transact applications that run as services be installed and executed in?

Environment that conforms to the Transact version release notes Signup and view all the answers

How should applications be accessible from authorized endpoints?

Via IP and serial connections on Transact defined TCP ports Signup and view all the answers

What should firewalls, routers, and network filtering platforms allow for applications?

Full IP connectivity with no speed throttling or TCP rebuilding Signup and view all the answers

What shall applications be excluded from?

Anti-virus and network scans Signup and view all the answers

Through which applications shall external connections to Transact databases be made?

Transact-supported applications like Building Blocks Manager, Launch Utility, or direct integration methods such as ID Works Signup and view all the answers

What is not supported according to the text in terms of database access?

Direct database access via queries or data additions/changes not initiated by Transact authored applications Signup and view all the answers

What may happen if there is a failure to comply with a request from Transact Client Support regarding non-supported integrations?

Unresolved issues, case closure, and no escalation path until database achieves compliance as requested Signup and view all the answers

Who should review cases involving non-supported integrations prior to case decision according to the text?

Senior Engineer Signup and view all the answers

Which level of support includes access to the Online Customer Learning Center?

Campus ID Support Standard Signup and view all the answers

What is the service offered for clients with out-of-warranty hardware?

Device replacement Signup and view all the answers

What does the Platinum+ plan include?

24x7x365 emergency on-site assistance Signup and view all the answers

What is included in the Transact hardware support?

Replacement of worn components and temporary loaners Signup and view all the answers

What does the software support coverage include?

Referral to the Technical Consulting Team for unique client issues Signup and view all the answers

For what type of issues will clients be referred to the Technical Consulting Team?

Unique client issues Signup and view all the answers

What does the Campus ID Support Standard include in terms of technical support?

Access to the Online Customer Learning Center Signup and view all the answers

What is included in the support scope for Campus ID Software?

Transact application defects Signup and view all the answers

Which of the following is outside the support scope for Certified Third-Party Software?

Customizations Signup and view all the answers

What is included in the support scope for TIAS & DIAS?

Supporting error messages Signup and view all the answers

Which of the following is outside the support scope for TIAS & DIAS?

Programming database files Signup and view all the answers

What operating system and network issues are covered under Transact support?

Network configuration changes Signup and view all the answers

Which of the following is outside the support scope for Campus ID Software?

Customizations Signup and view all the answers

What issues are covered under Certified Third-Party Software support?

Functionality issues Signup and view all the answers

What falls outside the support scope for Operating system and network under Transact?

Upgrades Signup and view all the answers

What is the responsibility of clients when it comes to installing non-Transact patches and service packs?

Clients are responsible for installing non-Transact patches and service packs, including Microsoft patches, without scheduling a service request within Transact Client Support. Signup and view all the answers

What is the consequence of unauthorized Oracle patches installed by the client?

Transact will charge the client for recovery from the RMA database if client is at fault due to unauthorized Oracle patches. Signup and view all the answers

What is the responsibility of clients regarding their Oracle database passwords in the Transact Hosted Environment?

Clients are responsible for managing their Oracle database passwords, including resetting them regularly. Signup and view all the answers

What actions are encouraged by Transact for clients with more resources and internal support for enterprise systems?

Transact encourages them to upgrade to the latest version regularly, providing a dedicated upgrade engineer team. Signup and view all the answers

What does Transact not support in client-maintained environments?

Transact does not support SFTP configuration in client-maintained environments. Signup and view all the answers

What is included in the TSE database requirements according to the text?

Matching software version and patches, accessibility from authorized endpoints, installation on separate server systems, Transact PA-DSS/customer PCI compliance, and installation and execution in a manner that conforms to database software manufacturer's requirements and best practices. Signup and view all the answers

What support does Transact provide for test servers?

Transact provides limited support for test servers, excluding some components, but consulting services may be available. Signup and view all the answers

What is the responsibility of clients when it comes to maintaining database design and integrity?

Clients are fully responsible for maintaining database design and integrity, but Transact provides free maintenance services. Signup and view all the answers

Study Notes

System administrators tasks including adding users, maintaining file system/database integrity, monitoring system resources, performing backups, and storing software.
Oracle patches required on Transact systems with Oracle licensing and are tested for operability within specific versions of Transact Software (TSE).
Transact provides troubleshooting if a service pack installation causes issues with the Transact System.
Database recovery support is limited when using RMAN backups, and Transact makes no guarantee of completeness.
Clients responsible for installing non-Transact patches and service packs, including Microsoft patches. This is not a scheduled service request within Transact Client Support.
Unauthorized Oracle patches can lead to product issues, which Transact may charge for recovery from the RMA database if client is at fault.
Clients are encouraged to maintain test servers and are eligible for upgrades and patches to licensed test servers during regular business hours.
Test servers do not include some components, and Transact does not support their configuration but consulting services may be available.
With Transact Hosted Environment, Transact assumes administrative responsibility and applies patches, clients are responsible for managing their Oracle database passwords.
Transact provides support for configuring automated tools, RDS password user management, and product upgrades in test environments.
Additional users beyond the initial five can be purchased in bundles of five users, and Transact does not support SFTP configuration in client-maintained environments.
Transact encourages clients with more resources and internal support for enterprise systems to upgrade to the latest version regularly, providing a dedicated upgrade engineer team.
TSE Database requirements include matching software version and patches, accessibility from authorized endpoints, installation on separate server systems, Transact PA-DSS/customer PCI compliance, and installation and execution in a manner that conforms to database software manufacturer's requirements and best practices.
Clients are responsible for maintaining database design and integrity, and database patches and maintenance are to be completed by customer-supplied resources or Transact resources outside of Support.

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Description

Learn about the standard support coverage for campus ID software, including examples of issues within the scope such as resolution of system-generated error messages, user issues during normal operations, procedural questions, and application defect escalation.