A Support service is provided for Users of the MDSF. The services covered by
the Support service are explained below.
Purpose of the support service
The purpose of the Support service is to maintain the MDSF, support
its users and upgrade the system to meet the requirements of the CFMP
programme and other applications required by the Environment Agency.
Term of support
The Support service is provided by a Support Agreement between the Environment
Agency and the Support provider, HR Wallingford and Halcrow.
Services provided under the Support service
The services provided under the Support Agreement are split into maintenance
and user support items.
Maintenance includes
- Monitoring the use of the MDSF
- Maintenance and servicing of the MDSF website
- Provision of the MDSF to Users. The MDSF is provided on a CD
- User group meetings
- Maintenance of the Procedures and Software including bug fixes to existing
functionality
- Preparation and distribution of upgrades to the Procedures and Software
User support includes
- General advice and support to Users for the Procedures.
- General support to Users for the MDSF Software and User Guide including hot line
support.
Support includes a formal process for recording feedback from Users.
The Support service covers telephone, letter, fax, web-based support and e-mail.
It does not include visits to Users' offices. If these are required, they will
normally be charged separately to the particular User although an initial day of
on-site training for new users is available free-of-charge.
Training
Further details on training are provided on the training
page.
Conditions
A full description of the support service and details of the full conditions
can be found in the support note (PDF
file).
Require further information?
Should you require any other MDSF information, please
email the MDSF Team at .
