User's Manual

Business Guidelines – Processes and Procedures
Version: 2.3 12 10/15/2009
Roles and Responsibilities AMS Customer
Provide technical support for customers on a daily
basis, seven days a week and emergency support on
holidays.
X
Manage the SCRAMNET environment, including
daily data collection, backup, and storage.
X
Review and resolve all Scheduled Maintenance alerts. X
Review and resolve all Communications alerts. X
Review all Tamper alerts. X
Provide final tamper analysis and confirmation. X
Review all Alcohol Detected alerts. X
Provide final confirmation of Alcohol Detected alerts. X
Review all Equipment alerts.
Resolve and notify customer of required action and
authorization to return if necessary.
X
Consolidate workload for customer and prepare a
Daily Action Plan for immediate customer follow up
by 10 AM.
X
(Monday-
Friday only)
Prepare reporting for confirmed drinking or tamper
events by generating a Non-Compliance Report.
X
(Upon
request and
as needed)
X
Assist customer in generating reports for client and
inventory management.
X
(Upon
request and
as needed)
Provide legal documentation and expert testimony for
legal proceedings as deemed necessary at the current
fee.
X
(Upon receipt
by AMS of a
Request for
Testimony
form and as
needed)