Standard practice requires removal of all card data before a database transfer is to occur (if a database needs to be transferred to AMS in the first place)

Testing @ Customer Site

• Make a backup of the customer's database using the BackupTM_SUPPORT backup script. This automatically implements the postgresql database dump flags below.
• load the backup database that exhibits the error onto the customers server as a 'test' database so that production is not affected.
• Perform one last test on the test database at the customer site to ensure the problem still exists

Testing in Tier II Development Environment

• Make a SUPPORT backup using BackupTM_SUPPORT which
  • Dumps the backup database under a separate name (that end in _SUPPORT) on the backup folder
  • This uses the

    -T fCreditCardsEncrypted parameters with pg_dump to ensure no such data is transmitted.

    eg:the default parameters in the support script exclude any encrypted card data. other files can be added if they are large (other candidates are transactions, web logs and/or eblasts)

    pg_dump -F c -v -T fCreditCardsEncrypted datbase > /path/to/backup.backup

• Use the link https://backups.artsman.com and enter the appropriate credentials as per the web page image to the right. This will migrate the _SUPPORT database to a secure location on private server via https using latest high transport layer encryption available (currently TLS 1.3)
• Inform Tier II when the database has uploaded and they will resolve the case and remove the data.

• It is the responsibility of the employee to take all reasonable steps to ensure compliance with the conditions set out in this document, and to ensure that only acceptable use of AMS computers and related communication occurs.
• The employee is responsible at all times for the proper use of any computer(s) and other related equipment provided to the employee by AMS.
• The employee is responsible for safeguarding the assets of the company by following the acceptable use policies.
• The employee is responsible for safeguarding any assets of our customers while connected to their networks.

• Compliance is required from all AMS employees and/or affiliated individuals that connect to any AMS network behind the corporate firewall and to the Internet.
• AMS employees are responsible for any guest access to the network and their respective compliance.

It is often easier to understand acceptable use by identifying inappropriate use. The following list, while not exhaustive, exemplifies some unacceptable uses:

Creation or Transmission

• The creation or transmission of any material in violation of any local, provincial, state, or federal law. We must be cognizant that we deal with customers around the world and that laws may vary from one jurisdiction to another.
• The creation or transmission of material, which is designed or likely to cause annoyance, inconvenience or needless anxiety.
• The creation or transmission of defamatory material.
• The creation or transmission of material protected by trade secrets or privacy laws.
• The transmission of purchased software that would contravene any license agreements imposed on AMS by our Vendors.
• The creation or transmission of any offensive, obscene or indecent images, data or other material, or any data capable of being resolved into obscene or indecent images or material.

 

Communication

• The use of profanity, obscenity or other language that may be offensive to another user.
• Repeated, unsolicited and/or unwanted communication of an intrusive nature is strictly prohibited. Continuing to send e-mail messages or other communications to an individual or organization after being asked to stop is not acceptable.
• Representation on a Blog, list-serv, or similar IM comment posting venue, to express strong, misleading, or libelous views, which may or may not represent the views of AMS, its employees and/or affiliated individuals.

 

Network

• Any form of vandalism, including but not limited to, damaging computers, computer systems, or networks, and/or disrupting the operation of the network.
• Creating and/or placing a computer virus on the network, or working in such a manner that may make it easy for a virus to infect the corporate network.
• Use of the network for financial gain, commercial activity, or illegal activity. (e.g. hacking, spam)
• Use of the network for political activity.
• Use of the network to access pornographic or obscene material.
• Deliberate unauthorized access to facilities, services, or customer networks accessible via the AMS network.
• Opening of ‘holes’ in the network to provide unauthorized access to other individuals without consent.
• Use of another person’s account without consent (System Administrators have implicit permission to manage the all aspects of the network which may include account access).

 

Downloading

• Copying and/or downloading commercial software or other material in violation of any local, provincial, state, or federal copyright laws. (e.g. downloading music from non law-abiding websites)

 

Miscellaneous

• Wasting employee effort or networked resources, including time and the effort of employees involved in the support and maintenance of those systems.
• Corrupting or destroying another employee or user’s data.
• Violating the privacy of other employees or users.
• Disrupting the work of other employees or users.
• Using the AMS network in a way that denies network service to other users.
• Continuous use of networking software or hardware after AMS has requested that it be removed because it is deemed inappropriate use and/or causes disruption to the correct functioning of the AMS network and its associated computers.
• Disabling of any networking corporate software or hardware used to safeguard, monitor and maintain correct functioning of the AMS network and it’s associated computers.

• AMS follows the acceptable use policies of our Internet Service Provider’s (ISP) used by each employee to access the Internet. AMS also regards any breach of their Acceptable Use Policy as unacceptable use.
• Where the AMS network is being used to access another network (e.g. a client’s network), any breach of the client’s Acceptable Use Policy is regarded as unacceptable use of AMS.

• Where necessary, some service(s) may be withdrawn from the employee where a violation of the Acceptable Use Policy has occurred and/or persists despite appropriate notification.
• Restoration of service(s) will only be made when AMS is satisfied that a future breach of the Acceptable Use Policy will not occur and/or steps have been taken to correct the item causing unacceptable use.

• AMS and its employees perform all best efforts to assist any Authorities where required by law in the investigation of any breach of our network and unauthorized access to our corporate assets by outside individuals and/or organizations.
• When an internal violation of the Acceptable Use Policy is illegal or unlawful, or results in loss or damage to AMS, its employees and/or affiliated individuals, AMS assets or the assets of third parties accessible via the AMS network, the matter may be referred for legal action and/or termination of employment.

March 2006 – Does this mean we can not download music?

(Responded by Doug) If you have an iPod, iTunes or similar tool to store electronic music, then AMS views putting your own personal music on it as an acceptable use and it is up to you to manage their licenses to use your own music.

March 2006 – What do you mean by “Use of Network for Political Activity”?

(Responded by Doug) This is a tough question and it really goes to the purpose of the company network. It is primarily for company business and political activity really isn’t that.

So, for a completely crazy example, imagine somebody setting up a political web site for the Marijuana Party inside the router (AMS Network) that attracted millions of hits a second and overwhelmed things. AMS doesn’t think that would be quite appropriate as it would affect support, phone line quality, etc. It may also have a moral effect on the company.

Making a donation to a political party via the network - can't see a problem with that - its just a commerce thing.

Now, on the other hand, it doesn't mean political activity is out of the question. I personally believe that everybody should contribute back to the community in their own way. I choose to volunteer at StoryBook Theatre, my wife chooses to volunteer at school that the kids are at. If you, or someone chooses to volunteer for a political party - that great.

What the policy also states is that if you think this is a non-work task you want to do - lets say supporting a political campaign and doing e-mailers for them - then the right thing to do is first ask to have permission to use AMS resources for that. It is good for both the employee and AMS. Why? Because then everybody acknowledges that something is happening.

When I worked at Esso some 20 years back, they had a Permitted Use Policy on company resources. At that time the Internet and email really was nothing - didn't exist. (I sound like a dinosaur). But they did have policies on using company photocopiers. If you wanted to use it for personal things, you were supposed to ask permission. And, people did. My boss was big into the boy scouts - he had permission to do stuff for them, including time off. I was doing Storybook Theatre and I had permission to do the monthly minutes on the photocopier. That way, the boss knew where all his paper was going.

Acceptable use isn't no – it means acceptable, permitted, or planned use that is reasonable above board and consistent with good company stewardship. I think AMS should be quite happy to support extra curricular activities providing they are not to a detriment to the company’s purpose – provided permission is given. That’s a win for everybody.

March 2006 – Will I be able to use Personal Software on My Computer?

(Responded by Darwin) For personal software that is licensed to AMS, yourself and/or affiliated individuals, there should be no problems to install the software and use it on your work or home computer as long as the software’s main purpose is not listed or referred to in the Unacceptable Use section of this policy. With all software purchases, it is best to review the specific software license that came with the software to see if they have any specific licensing requirements when using their software and that you are in compliance with their listed licensing requirements.

Also, if the software is purchased or downloaded by an employee for personal use, permission should be sought to use it on a company machine. If your personal software does not affect the network, the machines intended use, or contravene the accepted use policy, it will more than likely be approved.

• Generally, bereavement leave will not require a medical death certificate or other proof of death, but may be requested at AMS’s discretion.
• Although the majority of all collective agreements and jurisdictions provide bereavement leave as completely unpaid leave, AMS will provide:
  • Bereavement leave up to 2 days will be paid leave.
  • Bereavement leave after 2 days will be unpaid leave.
• Given adequate notice, AMS may allow an employee additional time off to accommodate specific circumstances such as:
  • Extended travel distance considerations according to the relative proximity of the deceased to the employee
  • Preparation for funeral services
  • Co-ordination activities for dependent persons
  • Respect of cultural and religious considerations where expectations around mourning may require additional time
  Such additional time off will subsequently be made up at a time mutually agreeable to AMS and the employee.
• Extended bereavement leave beyond the standard 3 days is available and may be requested by the employee to be taken as vacation or an unpaid extended leave of absence.
• Paid bereavement leave after 2 days of absenteeism, is at the discretion of AMS.

How long can employees be off on bereavement leave?

Although the Province of Alberta does not legislate specific bereavement leave under The Employment Standards Code, most jurisdictions and workplaces allows employees to take up to 3 days as bereavement leave to deal with the death of a family member as unpaid bereavement leave. In jurisdictions without this legislated bereavement leave, the decision to grant time off or not is left to the employer. AMS is following the standard bereavement time of 3 days of which the first 2 days are with pay.

Does bereavement leave need to be taken as consecutive days?

No. Bereavement leave time does not need to be consecutive days and AMS acknowledges that the the days taken for bereavement may vary depending on each employee's unique situation.

Who can take bereavement leave?

All employees without exception.

Are employees required to be paid while on bereavement leave?

No, the legislation only requires an employer to provide time off and allow an employee to return to their job when the leave has ended. Employers are not required to pay wages during the leave. Employers can at their own discretion, give greater benefits than those provided for in the legislation.

Is an employee entitled to be paid for bereavement leave?

Yes, provided the employee has been continuously employed for at least 30 consecutive days. Employees who have been employed for less then 30 consecutive days are still entitled to take bereavement leave as unpaid leave.

Can an employee continue to work and be paid for bereavement leave at the same time?

No. Bereavement leave is a benefit that should not be seen a method to incur additional paid wages; it is time provided to the employee to take time away from work to help mourn the death of relatives or close friends without fear of job loss.

Must an employee take bereavement leave?

No. AMS acknowledges that each employee is unique and may not desire to take bereavement leave. However management does reserve the right to request that the employee take time for bereavement if it is determined that the employee showing signs of (but not limited to):

• Making poor decisions / impaired decision-making
• Inability to concentrate
• Lack of motivation, decreased productivity
• Supervised or supervising ineffectively
• Confusion, memory lapses
• Anxiety, crying or other emotional responses
• Social withdrawal
• High absenteeism or injury rate
• Compromising workplace safety

Who are considered family members?

Family is defined very broadly for Employment Standards’ purposes.

• Spouse or common-law partner
• Parents or guardians of the employee and his or her spouse or common-law partner
• In-laws of the employee and his or her spouse or common-law partner
• Siblings
• Children
• Grandparents and grandchildren of the employee and his or her spouse or common-law partner
• Children of the employee's spouse or common-law partner
• And, anyone who lives with the employee as a member of his or her family

What must employees who take bereavement leave tell their employer?

Employees must tell their employer, as soon as possible, which days they will need off. Employers can request reasonable verification that the leave is needed.

What is reasonable verification?

Employers can request reasonable verification of the need for the leave. Reasonable verification for bereavement leave might be an obituary from a local newspaper or medical death certificate.

Can employees take part of a day as bereavement leave?

When an employee takes part of a day for bereavement leave, the employer may count that as a full day of the leave. Employers do not have to accommodate an employee taking the leave in part days, as long as they allow the employee to take the leave.

Can employees be fired or laid off because they take bereavement leave?

No. Employers cannot terminate or lay off employees because they have taken or are planning to take a leave.

What happens when the leave ends?

Employees must be allowed to return to their job, or a comparable job with the same or greater benefits and pay, when they return from leave. Employers may not discriminate or attempt to punish employees for taking a leave.

What happens to the employment history and benefits while an employee is on leave?

While employees are on paid/unpaid leave the employment is deemed to be continuous. When employees return from the leave they are still entitled to any benefits they had before the leave, and their years of service include the time away on the leave.

Is bereavement leave an annual entitlement?

The entitlement to bereavement leave is not an annual entitlement. If an employee suffers more than one death in the family in one year, the employee would be entitled to bereavement leave for each of those deaths.

Is bereavement leave combined in the event of multiple deaths?

The entitlement to bereavement leave is not combined in the event of multiple deaths. If an employee suffers more than one death in the family in a single incident, the employee would be entitled to bereavement leave for each of those deaths as if they occurred separately.

Is bereavement leave additional to regular scheduled days off or preplanned vacation days?

No. Bereavement leave covers only scheduled working days. If the death occurred during an employee's vacation, bereavement leave would not apply.

Can other employees donate their vacation time to another employee for bereavement leave?

In most cases, yes. Employees must inform AMS management, as soon as possible, if they intend to use a portion of their vacation days as a donation to another co-worker. It is at the discretion of AMS management to accept this donation or not. Management will verify that the employee donating the vacation days has adequate vacation time to donate along with enough remaining available vacation days for the donating employee's personal use.

• a firmware patch so that you need a password to get a machine started and booted
• implementation of passwords on start up (we are all there anyway)
• implementation of passwords on wake from sleep mode
• implementation of some 'phone home' software where if your machine wakes up in an unknown IP address, it sends an email to a specified email address to let us know where it is should somebody else "borrow" your laptop without you knowing.

• There are a number of tools that AMS has for just doing stuff and manipulating data such as BBEdit, Microsoft Excel, and what have you, or tools for connecting to clients such as Timbuktu, Remote Desktop, Team Viewer and VNC. AMS would like to make sure everybody has the full complement of tools available... just in case they are needed.

• AMS also wants to do diagnostics on each computer to make sure its ok. This includes Diskwarrior to fix the desktop, Apples' repair permissions to correct some permission setting that seems to happen to log files and plists (and affect some software updates coming in) and, making sure that latest software updates are run.
• Clearing out system logs that have grown. I just removed some stuff and got back half gigabyte of system logs. These are in /var/logs, /library/logs ~/library/logs
• Updating bluetooth firmware
• Updating any other software

There are no general questions at this time.

• All employees, including those who are paid a weekly, monthly, or annual salary, are inclined to have paid overtime pay for overtime hours they work unless they have entered into an overtime agreement.
• Overtime hours are to be calculated both on a daily and on a weekly basis. The higher of the two numbers is overtime hours worked in the week.
• Except as noted below, overtime is all hours worked in excess of:
  • eight hours a day, or
  • 44 hours a week.

Hourly Part-Time or Casual Employees

• Hourly Part-Time or Casual employees will be paid out for all overtime hours worked at a rate of 1.5 times the employee's regular rate of pay.
• Hourly Part-Time or Casual employees are not applicable for banking overtime as Banked Time in Lieu.

Commission Paid Employees

• Employees who are paid exclusively by incentive pay such as commission, piecework or a similar method, are not applicable for banking overtime as Banked Time in Lieu.

Salary Paid Employees

• Overtime hours are calculated the same way under an overtime agreement, as it would be if overtime pay is to be paid at time-and-a-half.
• Only overtime, which has been authorized and pre-approved by the department manager or designate, will be recognized as Banked Time in Lieu.
• Banked Time in Lieu must be taken within three months of the end of the pay period in which the overtime was earned.
• Banked Time in Lieu that is not taken at the end of the 3 Banked month time period, the overtime hours will be lost and will not be paid out at time-and-a-half.
• Daily and weekly schedules may vary from time to time, and diversification in work schedules may be required to meet changing operational needs. Employees may be requested to work overtime during periods of unexpected and/or unavoidable workloads. Where possible, reasonable notice will be given under these circumstances.
• Time taken off in lieu of overtime pay is equal to the actual number of overtime hours worked, at the employee's regular rate of pay.
• In compliance with Employment Standards, employees in management positions are not eligible for overtime compensation.
• On termination of employment, any outstanding overtime, which has previously been approved, will be paid out and included in the employee's final pay.

Travel Time

• In most cases when airplane travel is required, travel time starts approximately 1.0 hour prior to domestic flights and 2.0 hours for international flights. Travel time will stop approximately 1.0 hour after arriving at the destination.
• There will be travel time that is less then a full day and there will be time that is more then a full day. At most, a single travel day is earned as Banked Time in Lieu on either side of an onsite trip. As single travel day is used as a guideline for over a time period the over/under should average out.
• Travel time to and from the airport when leaving your place of residence, is not eligible for overtime compensation.
• Travel time on weekends is eligible for overtime compensation.
• Travel time on a regular weekday where you were scheduled to work, is deemed part of your regular work week.

Weekend Stayovers

• Overtime will only be recognized if time on the weekend was used for training purposes. If training was not scheduled to occur over the weekend day(s), then no overtime will be recognized for the Weekend day(s).
• Weekend days where there is no scheduled training activities, are treated as regular weekend days off.

Work Requested by Client

• While onsite, a client may request that AMS perform work on their behalf during the installation, training, and/or upgrade process. If AMS is requested to perform work, then this work will be invoiced back to the client for it would not (in most cases), be part of the pre-arranged agreement for onsite activities between AMS and client.
• All overtime that is accepted and confirmed completed by the client, will be recognized as overtime. An overtime sheet will be required to be completed, signed by the client, and provided to the department manager or designate upon completion of the work. When the completed and signed overtime sheet has been received by the department manager or designate, then the overtime will be added to the Banked Time in Lieu.
• Failure to provide a completed overtime sheet to the department manager or designate, will forfeit the overtime hours.

• Requests to take time off in lieu will be considered by the department manager or designate, and approved based on current operational needs.
• In most conditions, the day will need to be a mutually agreeable date between the department managers or designate. If a mutually agreeable date cannot be determined, a date will be chosen and assigned at AMS’s discretion.

Hourly Part-Time or Casual Employees

• Overtime will be paid at the rate of 1.5 times the employee's regular wage rate.

Commission Paid Employees

• Employees, who are paid exclusively by incentive pay such as commission, piecework or a similar method, have no established rate of pay. Therefore, for the purpose of calculating overtime entitlements, the wage rate is deemed to be the minimum wage.
• If the incentive pay is less than what would have been earned applying the minimum wage, the employer must top up the incentive pay earnings to match minimum wage.
• Overtime will be paid at the rate of 1.5 times the minimum wage rate.

Salary Paid Employees

• If an employee is paid by a combination of salary and incentive pay, and the salary is greater than minimum wage, the salary establishes the hourly rate for the purpose of calculating overtime entitlements.

If a General Holiday (Public/Statutory Holiday) is worked

Hours worked on a general holiday and paid at 1.5 times the regular wage are not used in computing either daily or weekly overtime. However, when employees do not qualify for the general holiday or if they are given another work day off with pay in lieu of working on the general holiday, the hours are counted for the purpose of calculation overtime.

If training happens on a Saturday only for a weekend stayover, is the Saturday recognized as a potential Banked Time in Lieu?

Yes. The Saturday will be available to be recognized as potential overtime. Because no training was done on Sunday, Sunday is not available to be recognized as potential overtime.

Do I have to work overtime at night to complete a task for the client?

AMS views its clients as professionals. Our clients expect us to be professionals when we are either in the office or onsite. The goal is to make the client successful. When the client succeeds, you will succeed, and by default, AMS will succeed. AMS strongly recommends that you evaluate your time when onsite and use ‘wasted time’ or ‘idle time’ when onsite to compete tasks in order to avoid being in a situation where overtime may become required.

If there are tasks such as map building, data conversion preparation, event building, season subscription preparation, etc. where the task could be done by the client, explain to the client that in order to stay on schedule, human resources/time needs to be allocated to complete the task. The client can determine if they have the available resources to complete the task in the required timeframe or if they need to authorize AMS to complete the task on their behalf (i.e. back in Calgary’s office, or in the hotel room at night). When the client determines that they need the assistance of AMS, it is an easy acceptance process for them to acknowledge that overtime is required and that they will be invoiced for it.

If the client does not authorize the overtime and the uncompleted task impacts the scheduled agenda, work with the client to rework the scheduled agenda to accommodate the uncompleted task into the next days schedule. Reorganize either the remaining training topics for the remaining time period, or mutually agree on training topics that can be removed from the training agenda.

• Generally, sick leave of less then 5 days will not require a medical certificate, but may be requested at AMS’s discretion.
• Sick leave after 5 days will be unpaid sick leave.
• Paid sick days after 5 consecutive days of absenteeism, is at AMS’s discretion. In times of sickness, AMS will support the employee and will require a doctor’s note describing the condition and diagnosis treatment.
• AMS may allow their employees to use part of their sick leave for certain family obligations. This requires management approval before sick leave or absenteeism occurs.
• Given adequate notice, AMS will allow an employee time off to accommodate unavoidable personal business appointments, including medical and dental appointments for dependent persons. Such time off will subsequently be made up at a time mutually agreeable to AMS and the employee.
• If the employee needs to take a longer sick leave because of health reasons, he/she may be entitled to take longer unpaid sick leave. He/she may then be eligible for Employment Insurance sickness benefits or benefits from other compensation plans for work-related illness or injury.

• AMS strongly recommends that employees have short-term and long-term health benefits. If requested, AMS will provide a list of contacts to consult with if you request such information for benefit plans. By no means are you required to use the services of these contacts, rather they can be provided as a starting point into finding a short-term and long-term health benefits package that suites your specific needs and requirements.
• AMS will be here to support the employee in times of illness for their attempts to obtain any 3rd party insurance payments that may qualify to supplement lost income due to sickness that is not covered under this policy.

• AMS does not maintain a monthly credit system to track unused and used banked sick time. With this in mind, AMS does not allow employees to bank sick time.

If an employee was absent from work for a scheduled shift and was paid sick pay by the employer for that day, can the employee be required to make up a shift?

Yes. Sick pay or any absenteeism is not wages and sick days do not constitute hours of work.

• Only expenses related to AMS business are covered by this policy and expenses of a personal nature will not be reimbursed.
• Expenses for a spouse or other individual accompanying the employee will not be reimbursed, however special consideration may be given with prior approval.

• When appropriate, the Employee may be requested to use a personal automobile for travel purposes.
• AMS will reimburse any out of pocket expenses for such travel but will not pay mileage. AMS will assist the Employee claim for such mileage as a valid tax deduction from the Government.
• Travel to and from the airport will not be reimbursed, however parking at the airport will be paid.
• In general, local trips by an Employee are not claimable, but where an Employee makes frequent trips in the normal performance of their duties, special consideration may be given with prior approval.

• AMS does not have a Company Automobile.

General

• The Employee’s place of work will be based out of their personal residence.

Equipment and Supplies

AMS will pay for telephone, fax, Internet access, and other required office supplies pertinent to the business of AMS.
• AMS will supply required computers and associated equipment necessary to perform work related duties.
• Providing the necessary Property and Theft Insurance coverage of AMS company equipment at your home or during your travels, will be the responsibility of AMS. Within reason, all necessary precautions will be taken on behalf of the Employee to safe guard AMS company equipment.

Office Space

• AMS will not pay for rent, lease, repairs & maintenance, cleaning materials, utilities such as heating and lighting, capital cost allowance, property taxes, house insurance, mortgage interest, or other similar costs to use this portion of their personal residence. AMS will assist the Employee claim for such expenses as a valid tax deduction from the Government.

General

• When traveling beyond the city of Calgary (or normal place of residence) when required to perform Work in another city, AMS considers those to be travel expenses.
• Travel expenses are the ordinary and necessary expenses of traveling away from home for your business, profession, or job.
• To minimize costs for the client, AMS will reimburse costs associated with adding car rental insurance coverage for SEF20 (Loss of Use), SEF25 (Collision), and/or SEF27 (Legal Liability for Damage to Non-Owned Automobile) or similar Endorsements to your personal automobile policy.

Airfare and Hotel

• AMS will attempt to prepay airfare and hotel. In some situations, the Client may prepay for airfare and hotel expenses.
• The Employee understands that a Client of AMS may stipulate travel conditions and the Employee will endeavor to respect the Client’s requests.
• If airfare and hotel are unable to be prepaid by AMS or the Client, the Employee understands that they may be required to provide payment for such expenses.

Car Rental

• Car rental and associated expenses such as rental insurance, parking fees, bridge & road tolls, and gasoline.
• Work-related running costs for a car owned or leased by somebody else – a borrowed car.
• Fares for taxis or other types of transportation between the airport or train station and your hotel, the hotel and the work location, and from one customer to another.
• Expenses for using the Employee’s personal car are covered in Personal Automobile.

Incidentals

• Reasonable small expenditures where it is either impractical or impossible to acquire receipts may be claimed. Such expenditures would include such items as meter parking, coin telephone, subway tokens, reasonable gratuities for baggage assistance, etc.
• While receipts are not required, such actual expenditures must be itemized for each travel day.

Cash Advances

• In general, travel advances will not be given to Employees, however special consideration may be given with prior approval.
• Costs will be reimbursed in advance of travel for expenses incurred in order to obtain discounts e.g. airline tickets purchased in advance in order to obtain discounted pricing.
• In the event a trip, for which a cash advance was provided, is cancelled, a refund of the cash advance may be immediately requested.
• Unused portions of Cash Advances should be returned along with the completed expenses form.
• Further advances will not be granted if previous advances have not been accounted for or repaid.

Other

• Meals, out of province (state and/or country) travel emergency medical insurance premiums, and other required living expenses within reason.
• Tips you pay for services related to any of these expenses.
• Proof of cost of obtaining foreign currency.

• AMS will not reimburse employees for the use of their own equipment except for the cost of business calls necessarily incurred while carrying out their duties, and where detailed evidence of the costs is submitted.

• AMS does not provide a corporate credit card to its Employees.
• If a separate credit card is required to keep track of work related expenses, or an increase in credit limit is required, AMS will assist the Employee with documentation required from the Bank or other such lenders.
• With prior approval from AMS, AMS may suggest each Employee get a personal USA Visa for company travel in the USA. AMS's accounting department will add those credit cards to the web banking capabilities so that the outstanding balances can be paid directly should the need arise. AMS will assist the Employee with documentation required from the Bank or other such lenders in obtaining a personal USA Visa.

• The Employee will provide proof of payment for incurred expenses to AMS, before AMS will reimburse the Employee for such expenses.
• Expense Statements submitted between 15th and end of month will be paid with the next payroll at the 15th. Expense Statements submitted between 1st and 15th of the month may make the 15th. If company travel is heavy, there could be an extra cheque run at the end of the month. Extenuating circumstances may occur if Doug (who has signing authority of the cheques) is ever out of town for a month.
• The Reimbursement Payment is not late until any deadline is upon us. If this affects any personal financial planning, it is the Employee’s responsibility to make appropriate arrangements. It is best that there is no dependency on early payment from AMS to meet personal financial obligations.
• For all expenses not submitted to AMS for repayment, and if those expenses are applicable to local and current tax laws, the Employee may claim for such incurred expenses as a valid Employment Expense tax deductions from the Government.

There are no general questions at this time.

The entitlement to vacations and vacation pay are intended to ensure that employees annually have a rest from work without loss of income.

The basic entitlement to annual vacations is as follows:

1. The employee must be a full time employee;
2. The employee must have completed at least 6 months of continuous employment.
3. Vacation can be used after the first year of accumulating time off, unless by prior management permission.

The above entitlements will apply in all cases unless superseded by contracted agreements at point of hire. All such contracted agreements must be reviewed with the Human Resources Department prior to commitment with the new employee.

• An employee, who has started employment prior to the 15th of the month, will receive full vacation credit for that month.
• Employees are eligible to take their vacation effective immediately the month it has been allocated to them.
• Vacations must be taken sometime in the 12 months after the employee becomes entitled to the vacation.
• For a new employee within their first year of continuous employment, the employee may borrow 1 week (5 days) from their 1st year ahead.
• Employees may carry over 1 week (5 days) of their current allowed vacation time into the next period, for up to 3 months. All other vacation must be taken in the year earned (unless specific management approval is given) and if not taken, is forfeit. The company believes vacation should be taken each year and does not allow hoarding.
• Vacations will be given in one unbroken period unless the employee requests to take their vacations in shorter periods. This is permissible so long as those periods are at least one day long.
• If a mutually acceptable time for the employee's vacation cannot be found, the employer can decide on the time. However, the employee must receive at least two weeks notice in writing of the start date of their vacation. The employee must take their vacation at that time.

Monthly Salary Employees

• Monthly salaried employees receive their regular rate of pay while they are on vacation. It is not additional funds.

Hourly Wage and Casual Employees

• All other employees receive vacation pay as a percentage of wages (four percent) for the year for which vacation was given.
• "Wages" includes any previously paid vacation pay, but does not include overtime earnings, general holiday pay, pay in lieu of a notice of termination or an unearned bonus.
• "Year for which vacation is given" refers to the year immediately before the employee becomes entitled to the vacation.

What is not included in the calculation of vacation pay?

• Overtime pay, general holiday pay and termination pay.
• Unearned bonuses.
• Expenses or allowances.
• Tips or other gratuities.

Employees have a choice on how they receive payment for money that would be due during vacation

1. Paid during the regular payday. This is the default.
2. Payment of the salary that would be due just prior to beginning of vacation. This option may be used upon employee request.

Vacation Pay Disbursement

• Vacation pay may be disbursed on the regular payday, during the vacation time period, or immediately following a vacation, but only where it would not be practical to make the payment earlier. In the case of Alberta, employees can instead request to receive their vacation pay at least one day before starting a vacation.
• If vacation pay has not previously been paid out and the employee requests it, it must be paid in a lump sum at least one day before the employee's vacation. In any event if prior payment is not practical , the vacation pay must be given to the employee no later than the next regular payday after the vacation begins.
• Where an annual vacation is fragmented, only a portion of vacation pay must be paid before each period of vacation. This also applies if an employee does not take vacation in complete weeks.
• If the employee chooses to receive their vacation pay payment in a lump sum prior to commencement of their vacation period, the employee must provide the employer (at minimum) 1 months notice before the starting date of the vacation period.
• Employees who do not request vacation payment prior to commencement of their vacation period or fail to meet the advance notice requirement to this request, vacation pay will be disbursed on the regular payday.

In all Canadian jurisdictions, it is the employer's prerogative to determine when each employee may take an annual vacation, within certain limits laid down by law. First, a vacation must be granted within a specified period after the date on which the employee becomes entitled to it. Second, it is required that employers provide a minimum at least two weeks of notice to their employees before they start their vacation. It is recommended vacation be scheduled at least 4 months in advance to ensure availability within the scheduling calendar. Obviously, such notice is not normally necessary where an employer and an employee agree on a mutually satisfactory vacation starting date.

• AMS encourages employees to take minimum vacations at 5 days to receive full benefit from the time away from work.
• Although discouraged, with prior consent under extenuating circumstances, employees may be able to take 1/2 day vacations.
• AMS will help their employees by allowing them sufficient flexibility to:
  1.    a) break their leave up into shorter periods take vacation at the same time as their spouse.
  2.    b) take annual leave during the summer when children are at home.
  3.    c) This measure enables employees to divide up vacation time in a way that best suits them.
• AMS has the final say when vacation can be taken.

• In Alberta, employers must allow their employees to take their annual vacation with pay in one unbroken period.
• Nevertheless, vacations may sometimes be divided into shorter periods. The decision on whether or not to split a vacation is left at the employee’s discretion, although obtaining the employer’s consent is a prerequisite. The employer may refuse such a request.

• Waiver of Vacation specifically allow employees to forego their annual vacation in exchange for pay in lieu. In general, this request will be refused unless the employee can provide sufficient information to the employer that the proper rest and relaxation that benefits the employee both physically and mentally will be maintained to avoid any adverse effects to the employee’s ability to perform his/her responsibilities.
• If the employee has more then 2 weeks vacation, the unused portion over 2 weeks could be considered for waiver as long as the employee has previously taken or plans on taking the 2 weeks vacation.
• In all cases, the decision to waive a vacation must be agreed to by both the employee concerned and the employer.

The postponement of an annual vacation for a specified year of employment is expressly permitted, subject to certain conditions:

• A written agreement to postpone a vacation must be signed by the employee affected and the employer to be effective.
• If an employer postpones or cancels an employee’s previously scheduled annual vacation, the employer will reimburse the employee affected any vacation-related expenses that cannot be recovered through other means (e.g., non-refundable deposits, penalties and pre-paid expenses).

There are 9 statutory holidays that are observed by AMS per Alberta guidelines and 1 personal floater day, for a total of 10 days. November 11th (Remembrance Day) is a standard holiday and at the employee's option, this may be deferred to another day such as Boxing Day.

If a holiday falls on a non-workday then another day will be observed as the holiday - usually the preceding Friday or the following Monday. The Labour Standards Act leaves it up to the employer to decide.

The following days are observed as Statutory Holidays:

• New Year's Day (January 1)
  •    New Year's Day is the closest thing to being the world's only truly global public holiday, often celebrated with fireworks at the stroke of midnight as the new year starts.
• Family Day (February - approx 3rd Monday)
  •    Family Day was originally created to give people time to spend with their families but it also provides a day off between New Years Day and Good Friday as they are approximately three months apart. Common Family Day activities include skating, playing hockey, snowboarding/skiing and going to various winter festivals.
• Good Friday (April - approx 3rd Friday)
  •    Good Friday marks the death of Jesus Christ according to the Christian religion. It is a fundamental part of Christianity along with the resurrection of Jesus on Easter Monday. Many agree that this is a more important holiday than Christmas because it is the ultimate proof that Jesus is the son of God beacuse he came back from death.
• Victoria Day (May - approx 3rd Monday)
  •    Victoria Day is a Canadian statutory holiday celebrated on the Monday preceding May 24. It honours Queen Victoria's birthday.
• Canada Day (July 1)
  •    Canada Day celebrates the birthday of Canada. On July 1, 1867 Canada became a new federation with its own constution by signing the Constitution Act (formerly known as the British North America Act).
  •    Canada Day is usually observed on July 1st but if that's a Sunday then Monday will be given as a day off. If it's a Saturday then normally Friday becomes the day off.
• Labour Day (September - 1st Monday)
  •    This holiday officially celebrates workers and the labour union movement.
• Thanksgiving (October - 2nd Monday)
  •    The original idea is to give thanks for the past harvest season but for many Canadian families the tradition has shifted and the focus is now to eat a large turkey dinner and get together with family. Apple cider and pumpkins are a must for any traditional thanksgiving celebration as well as turkey stuffing and pumpking pie. The first time Thanksgiving was held in Canada was in 1872 to celebrate the recovery of the Prince of Wales from a serious illness. After 1879 celebrations were held every year but not always in October - it used to be observed around Armistice Day in November.
• Remembrance Day (November 11 - this may be deferred at the employee's option)
  •    On remembrance day members of the armed forces (soldiers, sailors and airmen) are commemorated. The other common name for this day is Armistice Day which marks the date and time when armies stopped fighting World War I. on November 11th at 11am in 1918 (the eleventh hour of the eleventh day of the eleventh month). Some 100,000 Canadian soldiers died in the First and Second World Wars.
• Christmas Day (December 25)
  •    For centuries, Christian writers accepted that Christmas was the actual date on which Jesus was born.

Other days that are not official Statutory Holidays, but could be observed by using your personal floater day:

• Easter Monday (April - the Monday following Easter Sunday)
  •    Easter Monday is celebrated as a holiday in some largely Christian cultures, especially Roman Catholic and Eastern Orthodox cultures. It is customarily a day for visiting family and friends.
• Civic Holiday (August - 1st Monday)
  •    The Civic Holiday is celebrated on the first Monday of August. The Civic Holiday is commonly referred to as the August Long Weekend. It is probably the busiest day on highways as tens of thousands of families go camping, to cottages etc this weekend.
• Boxing Day (December 26)
  •    The tradition has long included giving money and other gifts to those who were needy and in service positions. The European tradition has been dated to the Middle Ages, but the exact origin is unknown and there are some claims that it goes back to the late Roman/early Christian era; metal boxes placed outside churches were used to collect special offerings tied to the Feast of Saint Stephen.
  •    Boxing Day is primarily known as a shopping holiday, much like the day after Thanksgiving in the United States. It is a time where shops have sales, often with dramatic price decreases. For many merchants, Boxing Day has become the day of the year with the greatest revenue.

Upon employee request, can vacation with pay be given prior to completing a full 12 months of employment?

Yes, if the employer agrees. Typically, at least 6 months of service must have been completed.

What if a general holiday falls within an employee's annual vacation?

If eligible for the general holiday, the employee is entitled to take off either the first scheduled working day after their vacation, or in agreement with the employer, another day before the next annual vacation (that would otherwise have been a work day for the employee).

If an employee has been paid vacation pay but not given vacation time, can they choose not to take vacation time?

No. Employers must give, and employees must take, the vacation time to which they are entitled. Where employees have already been paid vacation pay, this time off will be without pay.

If employment is terminated before the employee completes 12 months of employment, what vacation pay is owing?

Four per cent of the employee's wages earned during the period of employment.

If employment is terminated after the employee completes 12 months of employment, what vacation pay is owing?

• The unpaid vacation entitlements for the previous year; plus
• the unpaid vacation entitlements for the current year pro-rated (calculation based on the number of days for the last date of employment, divided by 365 days).



When is vacation pay to be paid to an employee whose employment is terminated?

• Where proper termination notice is given, or notice is required to be given by the employer, vacation pay must be paid within three days of termination.
• Where neither the employer nor employee is required to give termination notice, vacation pay must be paid within 10 days.
• If an employee quits without giving proper termination notice, the employer must pay vacation pay to the employee within 10 days after the date on which the notice would have expired if it had been given.

Sales Cycle

Prior to Migration

Migration Days

• Primary support will be completed by the end of the day for calls received.
• Verify eligibility of customers for support in Daylite. Customers with expired maintenance will be referred to the Sales & Marketing Department for further action.
• All support arrives via and will be documented using FogBugz. Support is linked to the email address of the client by entering that in the correspondent field before the next support item is taken.
• When you need to leave your desk and the support will be unattended, set your iChat status to 'away' with a reason or expected return time.
• Use online help web links where possible to provide assistance with responses. If there is no link or answer in an existing page, consider enhancing the page before answering the customer and then send the revised page link to the customer.

• To reduce further email requests for clarifications, provide all the details the first time. In other words, avoid off the cuff responses or a one-sentence replies that contains vague details.
• Do not respond with the 10% solution. If you do not know the answer, or are not 100% sure of an answer, investigate and verify how it works in Theatre Manager. Try not respond until you know the definitive answer.
• If a response will take some time, let the client know you are working on a solution.
• If a request for more information is required, provide the client on information and guidance the kind of information the support team needs to resolve their questions.
• Read the cases that have been closed in a day to see if you can learn something from them
• Use your team members, the online help, and Tier II as resources to resolve issues

Preliminary Procedures

Listen to the voice mail in quicktime and do the following with it:

• Determine the approximate customer requirement in the voice mail and put a synopsis in the FogBugz description field.
• Copy the phone number to the description field and/or alter it to math the voice mail. Sometimes the incoming phone number identified by the phone system is the customers switchboard
• Change the title of the voice mail to something meaningful indicating the topic area that the customer called about.
• Find the patron in Daylite and put their primary email address into the correspondent field
• If you think you know roughly what it might take to resolve the problem, place an estimate of time
• Assign it to support (generic), or a particular person on support that day.
• Assign a priority to it.
• Check to see if the customer also sent and email on the same subject and then link that incoming email case to the phone case
• Add the version number and computer OS to the boxes if known

Response Procedures

• When a problem is assigned to you, do any specialized research required on the problem so that you are ready to deal with the call. Call the customer back, or if the answer is explained directly in our support site, email the customer with the support link and then follow up in short order to discuss the email link.
• Generally, phone replies are for questions that we think can be answered in ten minutes or less.
• Anything requiring longer explanation should be scheduled for training and/or for a specific time period. If that is the case, contact the customer right away, explain that it is a probably long response requiring concentrated 'quiet' time and arrange an off peak or appropriate time that meet the needs of both the customer and Arts Management. Generally, mornings appear to be best.
• If the problem being reported is likely to take a long time and requires further research, advise the customer of the time you will get back to them with the probable answer.

• Will be replied to within 4 hours of when they come in.
• Will be replied with step-by-step guidelines to resolve their question.
• Will refer to web site links for information as much as possible (the goal is all requests for information and processes
• Faxes will be stored on the server and linked in Daylite to the ‘references’ pane.
• Email contacts will be entered and updated in Daylite so that a ‘white list’ of their names can be created for valid email filters to Arts Management’s Email system and sending announcements to users and knowing that the user will receive the announcement. When available, the following minimum information will be captured:
  • Email address
  • Full Name (first and last name)
  • Direct telephone numbers
  • Address
  • Position within the organization

The goal is that any question that could be answered more than once must be answered with reference to a web page so that procedures and processes are consistent throughout all support responses.

All staff members are responsible for:

• Identifying deficiencies and provide the updated corrections or improvements in manuals and support documentation.
• Monitoring Email responses and add to existing online support web pages where appropriate.
• Perform queries within online support web pages to bring up answers to questions and provide those links to clients within responses to their questions.

When a new venue comes on board or there is a staff change at an organization, the responsibility of the primary support team is to update Daylite with new contact information and/or correct some existing information at the start of the support process.

• All contact information will will be documented in DayLite and the contact associated with an organization. This means names and addresses for all contacts. There is a 'grab' button to get the primary organization address to simplify data entry.
• Please check with Daylite to confirm the version number that the venue is using to transfer to FogBugz support tracking.
• If somebody leaves an organization, please mark there relationship as 'former employee' and the description as 'former xxxxxxx' - daylite.

General Philosophy

• Customers are our best source of continuing business and new referrals. They are to be treated with courtesy and respect at all times.
• All clients are to be treated as equal and will get complete detailed explanations. This is to avoid the cases where some clients who are friendly get chatty responses; some clients get terse responses; some clients get no responses.
• Have the client assist in duplicating problems that they bring to our attention. Once a problem can be duplicated, or we have received the steps to create the problem, a resolution can be determined.

Time Consuming Issues

Some issues will consume an inordinate amount of time and may or may not be chargeable back to the customers if they are asking us to do something that ordinarily they should be doing. Since the primary purpose of support is provide 'how to' answers, and most of these fall into 'do it for them', you may have to confirm with sales if is it to be charged back or not.

In all cases, time consuming issues are to be done after primary support items are dealt with unless given as a special project.

Examples are:

• Ticket face coding will be completed during non-busy support times.
• System balancing will be completed during non-busy support times.
• Building a new venue map is generally a special project
• Season subscription setup/training will be completed during non-busy support times. This process may take 1 to 2 hours, so a block of time needs to be set aside.
• Web support will be completed during non-busy support times - unless it is an emergency and sales will not work

• Training and demo sessions are all to be pre-arrange and handled through the Sales & Marketing Department.
• Telephone training/demo sessions will be completed during a scheduled time when there is secondary support available to handle the calls or during a non-busy support time. This process may take 1 to 2 hours, so a block of time needs to be set aside. Between the hours of 8:00AM to 10:00AM if possible.
• Limit the number of training, demos or setup sessions scheduled for Wednesday’s. This is the support’s heaviest day of the week.
• Always check to see who else is available to provide primary support when a phone training session is planned and keep the team informed of status via iChat 'status' (eg 'training customer' or 'phone demo', etc.)

Prior to leaving the office, there is to be a turn-over process.

• Examine all your existing cases that are in progress.
• Discuss them with a team member and assign a case to somebody else with their permission.
• Repeat for all cases currently in your bailiwick prior to departure.
• the expectation is that all cases can be reassigned to someone else
• If there is a complicated case and you choose to keep it, then you are expected to follow that case until it is done. That means, while at a customer site, to complete that case after hours. Or, if on vacation, to deal with the case on an ongoing basis to continue to provide excellent customer service.

Remember: complete or turn over all cases prior to going on a protracted leave and advise your team of any peculiarities on the case

• Ask the customer to activate the remote access session
• Ask them to provide you the number and password for remote access the session
• Connect to their work station
• Ask the customer to confirm our identity by providing them their customer number and having them look it up in 'about Theatre Manager' or providing the case number that they received from us that initiated the need for report support session (PCI requirement for authentication)
• As part of the pre-amble, inform them how they can disconnect you immediately if there should be anything come on the screen that they feel you should not see or is private.
• Provide the appropriate support
• When the support all is finished, have the client disconnect you and have them acknowledge you are gone
• Do not leave a session active when you are done. If need be, close the session on their end to force you out.

• Log into Daylite
• Log into FogBugz and review your cases from the prior day
• Listen to and prioritize all Voice Messages that came in since the close of support the previous day. This is to be done first thing in the morning before any other support is commenced
• Prioritize all existing and new cases

Be there ready to begin support at 8:00AM. Not 8:15AM, not 8:25AM.

• Call back clients that have purchased after hours support. Their organization account has ‘911/After Hours Support’ in the Groups Classification tab in Daylite.
• Send emails to clients who call outside support hours that indicated the regular support hours. Also, answer their question if you can by email with a web help link to get them started.
• Check all existing cases for any further customer replies and deal with those first. It is especially important for cases 'waiting for customer response' or those assigned to second level support.
• respond to clients in priority order

• Re prioritize all existing cases, especially those whose system is down versus common questions
• Prioritize by East coast versus West coast and answer the East coast first.
• Need to be careful not to postpone a critical support issue, with an incoming phone call for training or help style question. Let the client know that we will get back to them as soon as practical. Complete the critical support issue.

• Evaluate the voice mail for priority
• Respond according to priority
• Converse with second level support if an item appears to require Tier II support and assign appropriately
• Record contact changes in Daylite
• Adjust web pages as required to provide clearer answers

Those on the easy coast might start a little earlier if arranged with management and support volume warrants it.

By around 4:30, we need to start the process of closing the support day - and at the same time deal with ongoing incoming requests. Above all, we want to make sure that we meet the overall goals of responding to voice mail within 1 hour/same business day and email within 4 hours.

Near the close of day, re-prioritize all support. At this time, the general expectations before closing up for the night are:

• All outstanding voice messages will have been replied to
• All emails and faxes that arrived prior to mid afternoon will have been replied to.
• Very late incoming emails will be answered is possible, and if not left for the next day. Since all emails are auto-responded, the customer should have received confirmation that we received it and replying is not necessary
• All new customer contact information that you received during that dat has been updated in daylite. Normally, there may be one or two people, so the volume is not high
• at 5:00pm, check for voice messages one last time

Some factors to consider when altering priority of support requests are below. If more than one applies, accumulate the effect. For example if a customer calls twice, is on after hours, and says that they cannot sell a ticket, then that is +5+5+10 -> so that makes it high priority

Who Can Submit Issues

All Arts Management personnel with access to FogBugz can submit issues into the defect tracking database. Customers submitting support requests arrive in the same database. Arts Management staff can directly convert a support request to a development issue if it is determined to be a program issue. If you do not have access to FogBugz, contact the Development Team to be issued an ID and Password.

There are two ways to release Theatre Manager to customers. Auto Deployment - a release library is packaged up and placed into our CDN for delivery. This should be targeted to testing (for testing), then support, then selected customers, then all customers according to a timeline based on the type of changes Downloadable Installers - a full installer (containing the same release library) should be made periodically for those sites that prefer to download and self install. If there is a sub-component change like the word processor, that may need an installer. In general, the Downloadable installers do not need to change often and must be a version equal or after the current auto-deployed versions.

The release process for Auto Deployment and Downloadable Installers is similar. There will always be:

• Beta build for internal testing
• Release Candidate for testing within the support team
• Targeted Releases for specific customers with specific problems
• General Release for releases that pass muster in the above three test levels
• Backout Release which is a re-deployment of the prior version, except with the version number rolled ahead of the abortive release.

When code has been designated for potential release:

• a final build of the code will take place using Build without Comments
• it will be placed onto the build directory and new installers built using the automated deployment scripting tool that is platform appropriate:
  • Macintosh: we use packages to make a mac platform .pkg installer (see release notes)
  • Windows: we currently use Installer Vise
• the installers will be tested on all platforms to ensure they run as expected
• the full installer will be placed on the production servers as 'Final Candidate'
• the Support team will download and perform complete installation and usage tests, prior to public availability and notification.

Beta Release

In many cases, one or two beta sites are selected for final testing prior to full notification of a new version - depending on the nature of the changes.

Selection is based on a number of factors such as desire/need for the specific change. Most often this will be one of what is termed a QA tested Development Release.

It could also be a new site where there is a Senior Arts Management representative onsite to watch for any anomalies that were not discovered in the comprehensive testing process. The key in this situation is approximately 8 days of comprehensive observation of the entire application by a knowledgeable person.

If there is a significant number of changes for a prospective public release that are of a nature that warrants a beta program with mulitple venues; a call will be made for willing beta participants who have test servers and can test. This occurs after QA testing have determined that the version is a candidate for public release.

Production Release

When an installer is deemed ready for public release, a number of steps need to occur:

• Release notes are to be created and published in the version release notes that contain:
  • change notes compiled from aggregating and editing the developer checkin notes from the VCS and enhancing with information from FogBugz.
  • a complete steps to upgrade all affected components
  • an estimate of the time that a release will take
  • any special notes or warnings as necessary
• The release will be placed into the 'PriorVersion' directory and given a codified name for Arts Management purposes
• A file on the server will have an entry placed into it that details the version number, release date and codified name. The purpose for this is so that a client can retrieve prior versions in the case a backout is required
• A brief 'marketing summary' of the release notes will be created and placed into the RSS feed on the main help page and published for public consumption

The backout steps are:

Remove current production installers

Remove the version and file number from the file containing the list of releases on the web site
• Mark the deployment package the Digital Ocean web site PRIVATE and change the manifest.json file so that deployment will not continue by putting a '-' in front of the venue URL's. Do not remove the venue URL's since the back-out will require knowing who could have downloaded the version.
Rename the TMSetup.zip or TMSetup.exe installer file so that it can only be accessed if the file name is known. This is for internal purposes and restricted access.
• Edit the release notes on help.theatremanager.com for that version and mark as pending final testing
• For customers that are using that version:
  • ascertain the impact of continuing to use the version by doing a mini SWAT analysis. (i.e. are they affected by the issue that was discovered, or don't they use that part of the application).
  • If customers need rolled back, they will be instructed to put the older version in place
  • the support team will roll back the database version so that they can use the older version.
• Assign first priority for development to make any corrections to the code that prompted the backout in the first place for the next developer release.

Create a New Installer

In the case of catastrophic condition, rebuild the previous version and release it as the 'next' point release. In effect, we make the prior release into the future release so that customers can upgrade and roll forward to the future release (which is really a prior release)

There is ample documentation on

• git-lab on line
• and the general usage of git to make:
  • repositories
  • Pushing changes (similar to Check-in)
  • Pulling revisions (get latest changes for a branch)
  • Making branches (we always have master, current development branch and any a number of specific branches for features)
  • Merging branches

Various Git tools provide ample ways of diff-ing changes in versions, seeing who made the change (blame) etc.

A common criticism of the waterfall model is its inflexible division of a project into separate stages, where commitments are made early on, making it difficult to react to changes in requirements as the project executes. This means that the waterfall model is likely to be unsuitable if requirements are not well understood/defined or change in the course of the project.

Agile methods, in contrast, produce completely developed and tested features (but a very small subset of the whole) every few weeks. The emphasis is on obtaining the smallest workable piece of functionality to deliver business value early and continually improving it and/or adding further functionality throughout the life of the project. If a project being delivered under Waterfall is cancelled at any point up to the end, there is often nothing to show for it beyond a huge resources bill. With Agile, being cancelled at any point will still leave the customer with some worthwhile code that has likely already been put into live operation.

Step 1: Access GeoTrust's Vendor Portal

1. Access the NameCheap vendor portal via https://www.namecheap.com/myaccount/login.aspx?ReturnUrl=%2f
2. Enter user name artsman
3. Enter password refer to Daylite
4. Click Sign in and Continue

Step 2: Place Order for Certificate - PositiveSSL Multi-Domain

1. Click Security >> TLS Certificates.
2. Click the Buy Now button under the PositiveSSL Multi-Domain option.

   

3. Select the number of years the TLS purchase will be valid for. Most clients purchase for 2 years.
4. Click the Add to Cart button.

   

5. After reviewing the order details are correct, click the Confirm Order button.

   

6. Click the Pay Now button to purchase the PositiveSSL Multi-Domain SSL.

   

Step 3: Activate the TLS Certificate - PositiveSSL Multi-Domain

1. Click the Manage button in the Purchase Summary window.

   

2. Click the Activiate button to start the activation process.

   

3. Step 1: Enter CSR & domains PositiveSSL Multi-Domain will cover
   Copy and Paste the content from the .CSR file into the Enter CSR field. The Primary Domain field will populate with the domain name.
   Enter the additional domain names in the Add 2 more domains fields.
   Click the Next button.

   

4. Step 2: Check PostiveSSL Multi-Domain CSR info
   Review the Domain names.
   Select the web server. This is usually set to Any other server (cPanel, Apache, NGINX, etc.).
   Click the Next button.

   

5. Step 3: Confirm that you own the domain
   Choose the Approver emailfrom the drop down for the domain.
   Check the Same DCV for all domains box. This will ensure one email goes to the client to approve all three domain names.
   Select the same email Approver email address for the remaining domains.
   Click the Next button.

   

6. Step 4: PostiveSSL Multi-Domain contacts
   Edit the Admin email to be certificates@artsman.com. This is the email the .crt file will be sent to.
   Click the Next button.

   

7. Step 5: Review & submit
   Review the TLS details to ensure they are correct.
   Click the Submit button.

   

8. Copy and Paste the Certificate Authority's ID and Namecheap Order ID details along with the date into the Daylite Order/Install TLS Task.

   

Geotrust TLS certificates are no longer used - refer to Name Cheap TLS Certificates instead.

Step 1: Access GeoTrust's Vendor Portal

1. Access GeoTrust's vendor portal via
2. Enter user name artsman
3. Enter password refer to Doug, Darwin or Dave for the password
4. Click Log on

Step 2: Place Order for Certificate - QuickSSL Premium Enrollment

1. Click Order Certificates in the left side navigation bar.
2. Click Place Order for the ACTIVE QuickSSL Premium contract.
3. Validity Periods

   Select Validity Period (1 year, 2 years, 3 years, etc) based on what the client purchased in their signed Letter of Confirmation (LoC). Wait for the window to reload before proceeding.

4. Renewal

   Select Initial Order or Renewal. If renewal is selected, they MUST BE renewing a previous TLS Certificate that was issued from GeoTrust.

5. Competitive Replacement

   In most cases, select No, I can't take advantage of this offer. Select Yes in the case where we would be renewing an existing tickets.myvenue.org TLS Certificate that was originally issued from another Certificate provider other then GeoTrust.

6. Special Instructions

   Leave this field empty.

7. Click Continue
8. Open up /Library/Apache2/bin/server.csr in BBedit.
9. Enter CSR

   Copy the entire contents of server.csr file (including the BEGIN CERTIFICATE REQUEST and END CERTIFICATE REQUEST tag lines) into Certificate Signing Request field.

10. Click Continue
11. Leave the Add Additional Domains field blank.

    Adding to this field will increase the cost of the TLS Certificate.

12. Click Continue
13. Verify Server URL

    Review information on the page for accuracy.

14. Click Continue
15. Site Administrator Contact Information

    Enter in Site Administrator contact information from the clients information as per instructions

16. Technical Contact Information

    Enter in Technical Contact information as:
    First Name: David
    Last Name: McKeonoe
    Title: Director of Development
    email: as per current email
    Phone Number: 403-536-1214
    

17. Click Continue
18. Approval of Your Certificate Request

    Select Approval Email address from the clients information as per instructions

19. Click Continue
20. Order Summary

    Review information on the page for accuracy.

21. Check the box "I agree to this Subscriber Agreement" at the bottom of the page.
22. Click Submit Order

Inform the AMS Installer or the client contact that the TLS Certificate has been submitted and is now awaiting for their approval.

Placing the TLS Certificate.

The Theatre Manager Server checks for updated approximately every 30 minutes. During this process it also looks for new TLS Certificate files. Placing the TLS Certificate files in the correct location on the server will ensure the next time the Theatre Manager Server checks for updates it pulls down the new TLS Certificate. This works successfully as long as the client is not blocking the connection or has automatic updates turned off.

1. SMB to the certificates folder on smb://smb.west.artsman.com.
2. Open the folder with the domain name matching the TLS Certificate.
3. Create a new folder titled Replaced followed by the date. An example would be Replaced20210714.
4. Drag and drop the content of the folder into the new replaced folder.
5. Copy the TLS Certificate files created including the .csr, .key, .crt and .pem files into the certificate folder.

Manually placing the TLS Certificate.

1. Gain access to the Web Server computer. This will be the machine in the DMZ if a DMZ is present.
2. Open the Theatre Manager Server in a browser by navigating to 127.0.0.1:3012
3. Select the Configure tab at the top of the window.
4. Scroll down to the Transport Layer Security (TLS) section of the page.
5. Drag and drop the TLS Certificate .crt, .key and .pem files onto the highlighted section.
6. Click Save at the bottom of the page.

TLS on Router

The TLS certificate associated with the ticketing site may not always be the only TLS certiificate in the network. The TLS certificate in Nginx may have installed correctly without error or warnings. The web pages appear correctly within the network. However, when attempting to access the site externally, the web pages do not display. The web site looks like it may be pointing to IIS or another application. The network setup will appear correct and everything on the Web Server machine is running. Reviewing a test of the TLS Certificate does not display the Comodo Logo.

In this situation an TLS may be built into the router. The IT person will need to locate the TLS Certificate and disable it.

TLS doesn't appear on HTTP

When visiting the ticketing site the address starts with http rather then https. The style sheets are missing and the buttons do not appear.

This is caused by a missing S from https in the Web Server URL field under the Director tab of Setup >> Company Preferences.

The site can be accessed using https but not http

When accessing the ticketing site using http rather then https the Web Pages are not displayed. The ticketing site is replaced by another website, application or login. The link will not redirect to https automatically but rather needs to be altered to include the S.

Port 443 governs https by default. Port 80 is reserved for http. Some organizations use port 80 for other applications such as web mail. In cases like this all direct links to the ticketing site will need to start with https.

• Generally any specific SQL commands should be placed in PGSQLDAM or any other DAM that is being used. Avoid using direct SQL where possible. Exceptions can be made where performance is a concern.
• Put most ‘work’ methods in the main table classes so that they are accessible from all parts of Theatre Manager (Windows, Web, Reports, Future Features). If a query/table class requires the functionality it should inherit from the main table class and add appropriate fields to do so. For example, a method that calculates subscription prices is stored in tF_SUBSCRIPTION because that is the database table that stores the subscription.

• The For list.$line to list.$linecount step 1 form is generally preferred for loops for the best blend of efficiency and readability. While…End While and Repeat…Until are slower and should only be used when required. In performance sensitive areas the construct below is preferred.

  If using this construct, at the end of the loop, you must do a 'set current list' as a guard action and the setting of the list must be in a reversible block.

  

• Any long running loops should be nominated for conversion or re-factoring into SQL stored procedures if they perform any database access.

• One should avoid, where possible, putting behavior code in events under objects on a window. It is preferred to have a public or private method in the window class that an event calls, rather then putting the code directly under an event. This allows for encapsulated functionality and allows the behavior to be called for other purposes. For example, a button that opens the patron window should have the same code whether it opens from a toolbar button, or a push button -- This would be located in $clickBtnOpenPatronWindow of the class and called from both the push button $event and the toolbar button $event.
• Avoid writing code in window methods where possible. Window method code should only contain interface and interaction. If and code deals with database, the approach to be used is:
  • to put that code into a table class
  • invoke it from the window class by doing 'do list.$doMyMethod(parameters)'
• A comment in all methods is essential. At the very least a comment section should include what the method is expected to do based on what inputs.
• When altering existing code within a method, the developer should put a comment indicating what version the code was altered in as well as the initials of the developer altering it. E.g. ; V90000 DM (Version 9.00.00 [D]avid [M]cKeone)

• Throughout TM, the TMObjs.$makeparamrow() and TMObj.$loadparamvars() functions are used for passing parameters between objects. This method is favoured over passing individual parameters to a top-level class, especially when a large number of the parameters are optional. See wModeless.$construct for an example.
• When over-riding any method:
  • always put the parameters in place that the superclass has:
    • in the same order (verify the order always)
    • document with the same parameter definitions
    • copy whatever documentation from the superclass and augment with why you are over-riding the class if it is not obvious
• All parameters are to have an initial value specified for default case. 0, kTrue, Kfalse or #NULL is acceptable if no value is wanted

• All foreign key relationships should be in $buildChildRecordList of the appropriate main table class. E.g. All relationships for the F_CLIENT database table are in the tF_CLIENT table class.
• All F_APPLICATION replaceable variables (indicated by a ‘g’ prefix). Should be specified in the $getReplacementSelectNames. Use $getReplacementSelectNames where possible:
  • To avoid setting values in the omnis list - for performance reasons
  • To add functions to replace gVars, especially where there may be multiple parent records to a relationship (eg sold by, changed by, printed by all connect to employee)
  • To obtain key customer data like Primary Phone, email address and other data that varies depending on the outlet (department) of the employee who is logged in. Example: the primary address for patron 1 made be different for outlet A and B
  • In reports so that there is limited record looping in the detail section of report (again for performance)
• Any validation on a table should be done in $verifyRecord of the main table class for that database table.

• Remove unused variables from the Local variables
• Remove unused variables from the Instance Variables. If a variable is not used in a superclass class, but is used in a number of subclasses, then in the superclass, in the construct, after the quit method, calculate the variable as itself so it will not show up as unreferenced.
• Check the class variables and see if they are used and remove if not

• a description for each parameter must be entered in the upper area
• In the method, at the top, is a description of the purpose of the method
• The parameters are repeated in text format as part of the method so that when a method is over-ridden, the parameter description will be copied into the over-ridden method.
• If there is an expected return value, document those at the top of the method

Also indicate if this method should never be over-ridden except in rare cases, could be overridden, or should be overridden.

This is one of the most important setup steps when creating new data base fields.

Schemas are to be documented in three places.

File Class

First, all database schemas will have a Studio ‘File’ class like the example below. The description in this area is for programmer assistance. It will show as tooltips to describe the field when looking it up for coding purposes.

Schema Class

Most file classes have a corresponding schema class. The schema class is what actually is used to describe the database fields and interact with the database. The field names, types, subtypes, and descriptions should be copied from the file class. This is also for programmer tool-tip quick documentation

Data Dictionary

Once the file and schema classes have been defined, customer friendly field names are to be placed into the data dictionary. This is accessed off the Developer Menu->Data Dictionary.

Customer friendly descriptions are to be defined, along with a number of other data attributes as follows:

• Criteria Name (medium length name of the field for help)
• List Heading (short description of the field for the top of list columns wherever the field is used)
• Description (the tool tip to be displayed for the user when they hover over the field on any window)
• Usage flags for visibility and other options in Theatre Manager
• Justification for columns in lists
• Criteria level for use as a search field in reports and mail lists
• Lookup table - if the field is an enumerated data type and the user is to select 'is one of' the values from the list
• Search Sub Window which defines the sub window class to be used in list windows when this variable is used a search field

• FC_SEQ is the lookup number stored in a SEQ key in the database
• FC_RESULT1_NAME is the description displayed to the user
• FC_DEFAULT set to true for the item that is the default entry field

Within the 'oCodetables' class, there are a number of getters that will load up any one of the tables into your object.

*Query class names should match the corresponding table class. E.g. tClient and qClient.

• All file classes (database tables) used for the Theatre Manager database must be assigned a unique prefix in the Data Dictionary. For example, F_CLIENT uses C_, F_PLAYSEATS uses PS_. There are several essential parts of Theatre Manager that rely on this naming convention for automatic foreign key determination.
• All primary key records are named with the prefix for the file class (database table) followed by SEQ. The primary key for F_CLIENT (C) is C_SEQ.
• All foreign key records require the use of the unique prefix within the name, as well as the suffix _SEQ. For example the F_CLIENT (C) foreign key on the F_PLAYSEATS (PS) record is PS_C_SEQ.
• If the user should not ever see a column, then it should be marked as internal. It is not required to enter a description for internal fields.

• Methods are named with camel case beginning with a lower-case letter. E.g. $myMethod
• A method used for a button behavior should begin with $clickBtn. E.g. $clickBtnBuyTicket
• getter methods should start with $get (eg $getCurrentColour)
• setter methods should start with $set (eg $setCurrentColour)
• group similar function methods under a dummy header method with a name that starts with some ---- eg '---- Window Open Methods ----'

However, if is a parameter, local, or instance var that is meant to track a cope of a database SEQ key, then call it what it is. eg pM_SEQ means that the parameter we expect is an M_SEQ key. This helps with variable assignment.

All database names will be named using underscores and in UPPER_CASE to make an obvious differentiation between the database and other task/class/instance/local variables.

Developers should be aware if they are modifying anything that can impact or change what we do with sensitive customer data, a senior developer must review it. Keep the PA-DSS guidelines in mind when developing in these areas is key, and you can review the Theatre Manager install documentation under PCI compliance.

	A change that may affect credit card processing needs to be reviewed carefully and is subject to the rules of Versioning Methodology
	When testing credit card functions, never use real card data, whether from customer or personal. We have test accounts and test credit card numbers that can be used to verify functions or issues reported by the user in the credit card area.

The following classes in the VCS are under the protection of the Senior Architect any potential changes to these classes need to be run by them first. These are the key base classes that affect credit card sales, refunds, exchanges, or storage of the credit card data.

• Any class with a name that starts with oCCAuthorize
• Any changes to the tfCreditCard table class that stores and encrypts data in the database.
• Any file, schema and table classes for ‘Merchant Setup’ such as fMerchant, sfMerchant, and tfMerchant
• Any changes to the wMerchant window

• Theatre Map - for displaying pictures on the screen. Changes to this library are handled through a test library that exposes all functions and methods.
• TMObjs - to improve performance on a small number of string related functions. Changes to this code are tested through an automated test library. See the systems architect.
• oWrite - a word processor purchased from Brainy Data.
oGantt - the gantt chart display tool purchased from Brainy Data.

When a new eternal component is available, all developers will use the latest version on their test platform while coding to uncover adverse effects for sufficient enough time as determined by the senior architect. Regression testing will also be performed prior to release by SQA.

• tableBase – the base table class for all database i/o
• any class that starts with ‘wModeless’ (wModeless, wModelessList, wModelessEntry, etc) – these are the 4 or 5 key windows that control and manage all GUI interaction and record i/o.
• any class that starts with ‘reportBase’ as they look after reports
• the oQuery and oQueryGroup objects as they are used to pass around an SQL query between objects.
• oStringFields - which handles specialized string manipulation
• oEditCheck - which handles special validation for certain kinds of data
• the oSecurity object that handles the Role Based Access Control

The object pertinent to web listeners are:

• Anything that starts with 'oWebCom' - each of which represents a unique API to the database from the web
• wWebSales - which is the GUI interface to the web component
• rtWebSales - which is the remote task started every time an end user sends a URL to the apache server.

  The web sales listener can only respond to traffic sent to it via the nginx module.

• cWebSales - the broker for transferring messages to/from the interface and any instance of a web object that was created