Support | Solutions Metrix



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Bank of hours (Billed once):

Our customers can purchase a one-time bank of hours to work on a specific support project or specific set of services included in the bank of hours. Contact us to discuss the different options in the bank of hours support plan.

Annual Custom recurring support plans: (Billed monthly)

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Support Offerings Lite (up to 5 licenses) Standard Pro Elite
Monthly bank of hours 5 15 30 50
Hourly rate 140 CAD 140 CAD 130 CAD 120 CAD
First 15 M free No No Yes Yes
Support hours 9 AM – 5 PM 9 AM – 5 PM 9 AM – 5 PM 8 AM – 6 PM
E-mail support Yes Yes Yes Yes
Phone support No No Yes Yes
SLA applicable No No Yes Yes
Troubleshooting Yes Yes Yes Yes
Root cause analysis Yes Yes Yes Yes
CRM system administration Yes Yes Yes Yes
Access management Yes Yes Yes Yes
Configuration Yes Yes Yes Yes
Development No Yes Yes Yes
Dedicated customer support manager No No Yes Yes
License management No No Yes Yes
End user support No No Yes Yes
Access to the SM portal No Yes Yes Yes

SLA structure

First response SLAs

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SLA Pro Elite
P1 2 Business Hours 1 Business Hour
P2 4 Business Hours 2 Business Hours
P3 1 Business Day 4 Business Hours

Resolution SLAs

SLA Timeline
P1 1 Business Day
P2 3 Business Days
P3 5 Business Days

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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