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Solutions Metrix

Your CRM Solutions Leader

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  • SERVICES
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        • OUR SERVICES. A complete service offering to ensure your success
          and business growth, from implementation to post-project support.
        • CRM Software
          Implementation​
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          Training​
        • User Adoption and
          Change Management​
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        • No-Code Enablement​
        • Personalized Support​
        • Custom Apps
          and Connectors​
  • PARTNER PLATFORMS
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        • PARTNER PLATFORMS. As a certified partner, we are able to deliver a successful implementation on the leading CRM platforms.
        • Creatio
        • Microsoft
          Dynamics 365
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        • SugarCRM
        • Platform comparison
  • INDUSTRIES
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        • INDUSTRY EXPERIENCED. Having implemented many over 400+ projects, we have acquired best practices in many industries.
        • Insurance
        • Pharmaceuticals
        • Manufacturing
        • Higher Education
        • Banking and Finserv
        • Museum and cultural Venues
        • Transport and Logistics
        • All other industries
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        • KNOWLEDGE BASE. Discover our best practices and insights from our 15 years of experience in the field.
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        • WHO ARE WE. Whether you are looking for a partner or a new career; get to know us, how we work and what we stand for.
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Support

CRM SERVICES

Annual Custom recurring support plans

Billed monthly

SUPPORT OFFERING
BANK OF HOURS (BOH)
STANDARD
ELITE
Payment frequency
One time (no limit)
Monthly
Monthly
Minimum purchase
20 Hour Block
5h / month
50h / month
Support Hours
9AM - 5PM
9AM - 5PM
8AM - 6PM
Troubleshooting Support system issues
Training
Enhancement
Free Licensing Management
Access to the Solutions Metrix portal
Required
Required
Required
E-mail support
Phone support
SLA applicable
Dedicated customer support manager
Proactive initiative

SLA structure

First response SLAs

SLA
BANK OF HOURS(BOH)
STANDARD
ELITE
Enhancement planification (up-to)
-
6 weeks
6 weeks
Training planification (up-to)
-
4 weeks
4 weeks
Troubleshooting
Priority 1
-
2 hours
2 hours
Priority 2
-
4 hours
4 hours
Priority 3
-
1 business day
1 business day

Resolution SLAs

SLA
Timeline
Priority 1
1 Business Day
Priority 2
3 Business Days
Priority 3
5 Business Days

Note:
Our team aims to resolve issues as swiftly as possible and will deploy their best effort to respect the given SLA. However, because of the complex nature of some operating instances, there may be cases where we cannot guarantee the time that it will take to resolve a specific problem. In addition, our resolution times may be affected if we do not receive the requested information and/or we do not have all the required access to the instance.
While we strive to provide fixes for all issues, any feature defects from the manufacturer software are subject to the provider resolution time policy. Solutions Metrix will act as the facilitator and advocate for the customer in such cases.

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    • CRM Software Implementation
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  • Industries
    • Insurance
    • Pharmaceuticals
    • Higher Education
    • Manufacturing
    • Banking and Finserv
    • Museum and cultural Venues
    • Transport and Logistics
    • All other industries
  • Resources
    • Case Studies
    • Success Stories and Testimonials
    • Blog Articles
    • eBooks
    • Press Releases
    • Webinars
    • All Resources
  • About us
    • Our methodology
    • Careers
    • Get in touch
    • Customer Portal
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