GSC Services Frequently Asked Questions

1.   How do I contact GSC?
2.   Describe GSC's Conversion Process
3.   Is training available?
4.   What is GSC's Customer Service Policy?
5.   Does GSC backup our files?
6.   Can we have our data entry done by GSC?
7.   Is there a procedure for Merge/Purge, NCOA and similar needs?

1. How do I contact GSC?
General Systems provides full-service support to all of our clients through e-mail, DC-area telephone (703.442.8800) and our 1-800 number. Our normal hours of operation are Monday through Friday, 8a.m. until 7p.m. Eastern Time. We do, however, make special arrangements for our west coast clients, if need arises.

2. Describe GSC's Conversion Process
A specialized Conversion Manager coordinates all conversion activities and works closely with our client during the conversion process. A schedule of tasks is developed and coordinated meetings and/or conference calls monitor and review assignments. As data integrity is extremely important, we use quality control steps throughout the conversion. We have step-by-step procedures for code review by other developers and internal testing. There is time scheduled for client evaluation and approval. During the conversion process, our new client is assigned a lead developer and a secondary developer, a primary production person and a production back up. A data entry supervisor is assigned where applicable.

• consultation with appropriate staff
• customization
• software installation
• converting and loading of data
• report creation and development
• system testing
• training
• business rule and system documentation

• A list of all List codes, Source codes, Status codes, any codes used by the system and their description
• A packet of print screens from previous software
• Copies of all reports currently in use (that will translate into a report in WinFunds™)
• Copies of all letters, acknowledgements, renewals, appeals and announcements that are used

It is completely up to the client how long they wish to run concurrent live data. Some clients wish to use a one-month time period, specifically for month-end reporting comparison. Many choose a two-week timeframe to cut back on the double data entry time.

3. Is training available?
Training can take place at your office or at General Systems' facility. WinFundsÔ system training generally consists of a four-hour session in which each screen and system function is discussed. A second two-hour session for general questions and answers is scheduled after the users have had a few days to use the system. Short training sessions are also available over the Internet.

System users can initiate their own queries from a user menu of stored queries, or if they wish, write their own queries for counts, selects, or report outputs by using InfoMaker, a third party query/report writer application. Training for InfoMaker can be obtained through the vendor (Sybase), through a one-hour Sybase InfoMaker video, or can be scheduled through General Systems Corporation. InfoMaker training though General Systems consists of a six-hour session that can take place at the client site, or at General Systems. The training walks the users through the basics of querying the database, writing reports, and the specifics of the WinFundsÔ system.

4. What is GSC's Customer Service Policy?
Response time for phone inquiries is typically immediate. Each client has its Account Manager and backup Account Manager with staggered hours for full service coverage. In the event of vacations, each client is notified in advance. Response can take the form of telephone calls or e-mail. E-mail inquiry response is typically under one hour from receipt of message. Problem resolution time varies with the complexity and severity of the problem. If the problem is severe or is preventing the client from utilizing the system, a staff person is assigned to the problem immediately and the problem will be worked on until it is resolved. If the problem is of an "inconvenience" nature or is actually a requested change, a mutually agreeable response time will be determined.

5. Does GSC backup our files?
General Systems maintains daily backup tapes stored in secure offsite storage as well as real-time transaction logs on all database servers. In addition, standby database servers are in place to further reduce the time to recover from a failure. This provides our clients with multiple recovery points in case of any failure. purposes. Fire-files are maintained in secure premises off-site for all clients.

6. Can we have our data entry done by GSC?
General Systems provides secure, accurate, validated on-line data entry to your database. We can accept documents from your organization, your caging firm, or electronic files from your financial institutions. As an additional resource, GSC also partners with several data entry organizations.

7. Is there a procedure for Merge/Purge, NCOA and similar needs?
Working with our vendor partners, General Systems coordinates merge/purge processing, NCOA updates, and other client needs.

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