BaseCap Standard Product Support
| Support Area | Standard Support | Advanced Support |
| Platform | ||
| User Access and Permissions | ||
| Individual user access errors | X | X |
| Existing connection, data source, policy access issues | X | X |
| Advanced support for user (new or existing) permissioning including permissions assignment, group access management etc | X | |
| Data Sources and Policies | ||
| Creation of additional connection(s) | X | X |
| Report run error messages | X | X |
| New data source setup | X | |
| Policy creation | X | |
| Policy mapping | X | |
| Alert configurations | X | |
| Additional Policy design and management | X | |
| Creation of additional OCR data sources (see section below) | X | |
| Creation of custom reporting and notifications | X | |
| Advanced report investigation support (e.g. advanced results data analysis, problem/anomaly identification, rule enhancement suggestions) | X | |
| Creation of custom queries for data aggregation and other data manipulations | X | |
| Infrastructure & Updates | ||
| Routine Platform updates including feature releases and fixes | X | X |
| Scalability adjustments of deployed Azure resources | X | X |
| Resource versioning and ongoing maintenance | X | X |
| Advanced networking, firewall, and other technical support for deployment based on customizations in your environment | X | |
| New deployments | X | |
| Changes to existing deployment | X | |
| Azure Data Factory | ||
| Data Delivery Pipelines | ||
| Break/fix or error message resolution for data delivery pipelines created during implementation | X | X |
| Workflow error support | X | X |
| In-depth ADF cross-training for handoff to your team | X | |
| Modifications to pipelines including but not limited to transformations, logic, scheduling, orchestration | X | |
| Design and creation of new pipelines | X | |
| Advanced pipeline investigation support (e.g. advanced data and transformation investigation, problem/anomaly identification, pipeline enhancement suggestions) | X | |
| Document Products | ||
| Doc2Data - BaseCap Solution | ||
| Break/fix for implemented document models | X | X |
| Break/fix for implemented pipelines | X | X |
| OCR resource (Form Recon, Custom Vision etc) version updates | X | X |
| In-depth traning on OCR model setup, trainings document models for self-serve model management | X | |
| Analysis and recommendations to improve scan accuracy | X | |
| Implementation of any activites towards improving scan accuracy | X | |
| New model creation (including model, associated pipelines, schema changes etc) | X | |
| Additional field extractrion | X | |
| Additional document identification | X | |
| Logic changes to data transformations on fields extracted (existing and new data fields) | X | |
| Doc2Data - Partner Solution | ||
| Break/fix for implemented document models | X | X |
| Model updates *at discretion of model partner | X* | X |
| Additional field extraction to Platform | X | X |
| Customized waterfall logic | X | |
| Updates to data transformation/cleansing processes | X | |
| Updates/management of Loan Master combined source | X | |
| Transformation | ||
| Input/output source configuration error messages support | X | X |
| Mapping or dictionary configuration error messages support | X | X |
| Advanced Calculation or Custom Transform formula editing | X | X |
| Advanced Calculation or Custom Transformation formula creation | X | |
| Creation of additional Transformations | X | |
| User Training | ||
| 6 Modules of Training Sessions, delivered one time each, plus recordings | X | X |
| Custom user training sessions | X | |
| New user live training post go-live | X |
Standard support may be updated by BaseCap from time to time, upon notice to existing clients.
