One system administrator password reset request.

ODBC account setup with unique accounts for each user for SaaS clients. Number of connections limited based on concurrent licenses.

Information on which ports need to be open in firewall for Penelope or other Bonterra apps to work

Ensuring email services in Penelope work through our SaaS firewalls. Will assist in implementation by providing access to documents and also pertinent log file entries.

Assistance for technical issues relating to a currently supported version of Penelope.

24/7 response to critical technical server-down issues

SaaS clients have upgrades performed as part of the software service

Anything related to self-hosted as we are SaaS

Configuration of non-Penelope server elements (eg. firewalls, OS etc.)

More than one system administrator password reset request

Setting up non-unique accounts or not restricting by source IP

Setting up firewalls or firewall rules

We do not provide configuration assistance for setting up email servers for use with Penelope email notifications or exchange calendar syncing (that is, your own Exchange server etc.)

Providing assistance with Penelope or related software issues when software is on unsupported software and operating system versions.

“False alarms” paging triggered for non-critical issues (which may result in $250 charge to client)

Questions about the ERD, table structure, SQL queries or questions about the database in general

Management of Penelope Online Dashboard services accounts for SaaS

Athena does not upgrade Penelope from unsupported versions as part of our support packages

Installation of Penelope on subsequent occasions

Password resets

Troubleshoot Penelope issues on unsupported software and operating system versions.