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 OfferingsLite (up to 5 licenses)StandardProElite
Monthly bank of hours5153050
Hourly rate140 CAD140 CAD130 CAD120 CAD
First 15 M freeNoNoYesYes
Support hours9 AM – 5 PM9 AM – 5 PM9 AM – 5 PM8 AM – 6 PM
E-mail supportYesYesYesYes
Phone supportNoNoYesYes
SLA applicableNoNoYesYes
Root cause analysisYesYesYesYes
CRM system administrationYesYesYesYes
Access managementYesYesYesYes
Dedicated customer support managerNoNoYesYes
License managementNoNoYesYes
End user supportNoNoYesYes
Access to the SM portalNoYesYesYes

SLA structure

First response SLAs

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P12 Business Hours1 Business Hour
P24 Business Hours2 Business Hours
P31 Business Day4 Business Hours

Resolution SLAs

P11 Business Day
P23 Business Days
P35 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.