Elevate Member and Employee Experience

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

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.