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.
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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 |
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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 |
| SLA | Timeline |
| P1 | 1 Business Day |
| P2 | 3 Business Days |
| P3 | 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.