Comprehensive Support Plan
SERVICES > EXTENDED ASSURANCE SUPPORT > SEA
Salentica Extended Assurance provides an extended level of support for organizations that want to ensure they are receiving maximum benefit from their investment in the Microsoft CRM and Salentica's modules. SEA goes beyond the standard level of support for a client's production environment by enabling firms to make better use of their technology through continuing education, reduce down time and free up internal resources by out sourcing issue resolution. SEA includes:
A single point of contact for support questions/issues. Salentica will determine whether a Microsoft support call is required and can submit the call on the client's behalf
Ongoing review and tracking of all support calls to determine if there are any actions where Salentica can assist or provide additional information
Annual 0.5 day review of Business Recovery Plan
Four hours of technical training/review annually
Two hours of user training/consulting each quarter
Access to unlimited web based support and training
Maintenance of a Test/Development VM environment at Salentica to facilitate testing and issue resolution
Telephone assistance for routine tasks such as modifying the configuration or setting up new users during normal support hours (8:30am - 5pm EST)
Annual impact analysis of current environment to determine impact of upcoming releases
Review of hot fixes and patches issued by Microsoft to determine applicability based on past issues and the way the Microsoft CRM is used
Database review to determine sizing, capacity and fragmentation recommendations
Preferred rate for after hours support
Quarterly management review of support issues and other analysis completed during period (release impact analysis, backup procedures)
Benefits of the SEA plan include:
Reduced reliance on internal staff to provide CRM support - free up resources and reduce full time costs
Fixed annual costs for ongoing support of client management solution
Reduced training requirement for internal staff
Reduced issues affecting user access to client information
Reduced risk of operational impact due to annual backup and BRP reviews
Access to fully trained and certified resources for requirements outside of the standard Microsoft CRM support provided
Scheduled ongoing training to ensure that users are getting maximum value from the solutions capabilities
Preferred rate for after hours support
