Support
CRM SERVICES
Annual Custom recurring support plans
Billed monthly
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SUPPORT OFFERING
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BANK OF HOURS (BOH)
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STANDARD
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ELITE
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Payment frequency
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One time (no limit)
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Monthly
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Monthly
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Minimum purchase
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20 Hour Block
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5h / month
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50h / month
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Support Hours
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9AM - 5PM
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9AM - 5PM
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8AM - 6PM
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Troubleshooting Support system issues
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Training
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Enhancement
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Free Licensing Management
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Access to the Solutions Metrix portal
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Required
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Required
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Required
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E-mail support
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Phone support
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SLA applicable
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Dedicated customer support manager
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Proactive initiative
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SLA structure
First response SLAs
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SLA
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BANK OF HOURS(BOH)
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STANDARD
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ELITE
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|---|---|---|---|
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Enhancement planification (up-to)
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-
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6 weeks
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6 weeks
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Training planification (up-to)
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-
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4 weeks
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4 weeks
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Troubleshooting
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Priority 1
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-
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2 hours
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2 hours
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Priority 2
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-
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4 hours
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4 hours
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Priority 3
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-
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1 business day
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1 business day
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Resolution SLAs
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SLA
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Timeline
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Priority 1
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1 Business Day
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Priority 2
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3 Business Days
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Priority 3
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5 Business Days
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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.
