Key Person Insurance

Clients typically lose their Danic System Administrator, or SQL Database Administrator every five years. Danic provides the increased support necessary for the system to carry on for three months, allowing the time necessary to hire and train a replacement.

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High-Caliber Staff

Danic Support staff are superior to typical “help desk” personnel by virtue of advanced training and field experience. They must be. Unlike conventional software, Danic is configured to meet the particular needs of the client and is continually changing as these needs evolve. It is not enough that our support personnel know how the software works, they must also know how it is presently configured in each client’s environment, and often how it works in conjunction with other application software and services in use at the agency

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Free Software Updates

Danic insulates its clients from the merry-go-round of software upgrades, updates and add-on costs, by including Microsoft-driven changes as well as routine Danic improvements into the basic support cost. In the conventional software world, vendors finance their on-going product development through a “never ending cycle of upgrade and update sales”. This is a problem for tight-budgeted Human Service agencies agencies. It causes agencies to put off these purchases and run systems far past their useful lives; agency software continually lags behind current technologies.

Most human service agencies use Microsoft and are driven by it. Microsoft continually releases new operating systems, database engines and application software upgrades in order to drive sales. They offer significant discounts to non-profit agencies, but only on their latest software releases - software releases that haven’t been fully field-tested. Danic must continually upgrade its products to run on these new platforms and wrestle with the problems created by faulty Microsoft systems.

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Microsoft SQL Server Support

Most agencies using Danic’s client/server system run MS-SQL Client Server as the back-end database engine. For this reason, Danic includes MS-SQL Server support in most Annual Support Agreements.

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Direct Support Services

Danic Technology Inc. provides support through two mediums – Danic’s web-based Tracker and toll-free telephone support.

The Danic Tracker is used to log on-going, client-specific issues and problems. Agencies are expected to use the web-based Danic Tracker as their “first-line” of support. It’s easy for the agencies, it serves to automatically notify the responsible Account Managers and client System Administrators of the problem, and it provides a useful record of issues/problems presented, how they were resolved and how quickly—essential for informed support.

The Danic Tracker system provides a vehicle for client organizations to have access to documentation, updates and files specific to their organizations. The site also provides a secure means by which client organizations can upload problem data or transaction files to our secure FTP site for analysis.

Toll-Free Telephone Support is available to all clients. This support provides direct access to our Technical Support office in Ottawa, Canada.