DriveSafety offers its driving simulation customers a variety of support programs including Technical Support, Software Maintenance, Hourly Support, Product Training and Consulting.
All simulators come with a one year warranty for capital system purchases (renewable annually) and non-terminating warranties for system subscription purchases (the equipment is owned by DriveSafety and "rented" by the medical facility).
For capital purchases, the first year of support and maintenance is including in purchase price. All on-site travel requirements are billed separately. Subsequent years can be purchased individually or in multi-year options.
Technical Support
The DriveSafety Technical Support (TS) program provides customers the ability to interface with DriveSafety on technical incidents – hardware and software – associated with the DriveSafety driving simulator. Customers can open 'incidents' through email (support@drivesafety.com) or telephone (1.888.314.0082). Each incident is logged and tracked independently and each is assigned to an engineer. DriveSafety will respond in a timely and professional manner.
The TS program is not a product training program. If the inquiry is obviously more along the lines of a training need, DriveSafety may recommend a different course of action involving product training (see Product Training below).
Software Maintenance
DriveSafety updates its Vection™ and HyperDrive™ software from time to time. Updates may include new features, product enhancements, updated scenarios and/or bug fixes. DriveSafety has no firm release schedules for major or minor software updates. Updates are typically provided to DriveSafety customers via CD. The customer performs the update, unless contracted with DriveSafety.
Hourly Support
For customers who require support but do not have a TS contract, DriveSafety is able to provide remote and on-site hourly support.
Remote hourly support occurs via email or telephone is billed in increments of a half-hour during DriveSafety’s Standard Business Hours (SBH) with a minimum of 1/2 hour during SBH. These hourly rates apply to any research and testing DriveSafety must do to address the customer’s incident. For example, the actual phone time per customer incident might be thirty minutes but the research might entail several hours. The customer will be billed for all directly-related time.
If the customer does not have a support contract and DriveSafety is required to travel to the customer site outside the warranty period, the customer will be billed for the travel time, time on-site and travel costs and for any hardware replacement parts plus a handling fee plus all shipping costs. All on-site visits will be billed in four-hour increments with an eight hour minimum. Any out-of-scope work (non-covered items or non-failure related incident) rates can be negotiated on a case-by-case basis.
Product Training
DriveSafety provides on-site and remote training services. Training is different than technical support. It is typically associated with questions of a “how do you do this?” nature. For example, “how do you collect a specific variable?” or “how do you create a scripted event in HyperDrive?”
On-site training is recommended for any individual who is new to any DriveSafety simulator, Vection™ or the HyperDrive Authoring Suite software. On-site training is typically two days in length for research simulators and a few hours for clinical simulators. DriveSafety will conduct a training session to as many people as the customer requires provided they have adequate facilities and computing resources.
Remote training is typically phone or e-mail based and limited to specific questions and emergency situations. It may include research and follow-up communication which are counted as part of the remote training time.
Consulting
DriveSafety provides consulting for a variety of customer requirements; e.g., scenario design, tile creation, data collection scripting, etc. Consulting is customized based on the requirement and is billed at a pre-arranged scope, length and hourly rate.