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Some of our clients have expressed concern about when to
make a call into our help desk for support. The service and
our help-desk personnel are greatly appreciated, but clients
are hesitant to call for support because of the time and
services they will be billed for. As a result, issues
linger, repeat, or simply go unsolved.
To make it easier for our clients to budget the cost of help
desk support we have developed our
“-Premier Help-desk Service-”. This new
program has been available to a limited number of clients with unique
support requirements for approximately three years now. We
wanted to test the program to see how well it would work for
both our clients as well as our help desk-personnel. The
results we have received have been very positive and we feel
the program is now ready to be made available to all our
Dynamics GP clients.
This new unlimited Help-desk service is an additional offering we are
making available.
This is an optional service and clients are welcome
to continue to call our Help-desk for support and pay on a
fixed price, time and material, per incident basis.
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detailed information about the services covered by
our help-desk, please review our Help-desk Service
Agreement below. |
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A few key terms of the Premier Help-desk Service
are: |
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This
is a fixed-price offer for a one year period.
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The
pricing for the service is set per client, based on your
Dynamics GP system
list price.
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There are no limits to the number of support
requests you can make.
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There is no limit to the amount of time that may
be devoted to an incident or to your contract
during the one year period.
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We
commit to a response time of no longer than four
hours. In most cases, we are able to return
support calls within an hour; however, if we
exceed four hours, you will receive a credit
equal to 5% of your contract to be applied to
the next renewal.
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Support is LIMITED to telephone and web
based support; the contract does not include
on-site services, when required.
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The
support does not include customizations,
modifications, or report writing. We will assist
client personnel with their efforts with report
writing as a support incident. If we write or
modify a report for you, the service will be
billed on a time and material basis.
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For further details and pricing information about this new
offering, please contact
Shane Kump or
Dale Potter.
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