MICROSOFT EXCHANGE MICROSOFT SHAREPOINT MICROSOFT DYNAMICS CRM SMARTERMAIL MOBILE DEVICE MANAGEMENT CLOUD BACKUP COMPLETE SUPPORT

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1 MICROSOFT EXCHANGE MICROSOFT SHAREPOINT MICROSOFT DYNAMICS CRM SMARTERMAIL MOBILE DEVICE MANAGEMENT CLOUD BACKUP COMPLETE SUPPORT PRICING DETAILS 2016

2 WELCOME TO COMPLETE SUPPORT SERVICE Support your customers without the hassle of dedicating time and resources required of your staff. Partners utilizing our COMPLETE Support package spend more time working on proactive needs as opposed to reactive requests. This is Partner-branded support provided by CloudPlus direct to the customer on behalf of our Partners. Partners that would like to take advantage of the new PLS service should also review our Private Label Support Policy documentation. This documentation outlines the expectations, requirements, and deliverables of the PLS service to ensure the best and most seamless support experience for both the Partner and Customer. COMPLETE SUPPORT PRICING OVERVIEW VENDOR DESCRIPTION COST/SEAT MICROSOFT EXCHANGE x7 Phone & Support* $2.00 MICROSOFT SHAREPOINT x7 Phone & Support* $3.00 MICROSOFT DYNAMICS 2013 Basic 24x7 Phone & Support* $5.00 Adv. 24x7 Phone & Support* $8.00 SMARTERMAIL 24x7 Phone & Support* $2.00 MOBILE DEVICE MANAGEMENT 24x7 Phone & Support* $5.00 CLOUD BACKUP 24x7 Phone & Support* $5.00 * See Complete Support Service Introduction for complete details and restrictions. If our technicians do receive a question or request that falls outside of the scope of the PLS for these services, they will submit that question or request to the or phone number provided by the Partner to allow the Partner to follow up with their Customer directly. 1

3 MICROSOFT EXCHANGE $2/SEAT/MONTH PRIVATE-LABEL SUPPORT FOR MICROSOFT EXCHANGE WHAT S INCLUDED WITH PLS FOR EXCHANGE SERVICE? and issues related to the hosted Microsoft Exchange service. This includes: Questions or issues related to accessing a user s mailbox via any supported client (OWA, Outlook, Mobile devices, etc) General usage questions regarding any supported client Assistance with the creation of signatures, rules, auto-replies or any other standard client functions Assistance with exporting data or archiving content to the user s computer Mailbox password resets Folder or calendar sharing Recovery of deleted items from the Exchange Mailbox Dumpster Adding mailbox user aliases Creating or modifying Global Address List Contacts or Distribution Groups Managing the spam filter settings for the user, including: Creating and managing Blacklists and Whitelists Creating and managing custom spam filter rules Inquiries about the spam filter system in general, or about any specific s that may have been quarantined that the user would like more details on Any action that will result in an additional charge or change to billable services, including: Mailbox creation or deletion Changes to mailbox quota that would result in overage charges Creation of Root Public Folders Usage of or errors caused by an unsupported client Any questions not related to the Exchange service (e.g. local hardware, network or non- software issues or requests) Any action that violates our Terms of Services (e.g. mass-mailing, spamming) 2

4 MICROSOFT SHAREPOINT $2/SEAT/MONTH PRIVATE-LABEL SUPPORT FOR MICROSOFT SHAREPOINT WHAT S INCLUDED WITH PLS FOR SHAREPOINT SERVICE? and issues related to the hosted Microsoft SharePoint service. This includes: Questions or issues related to accessing the SharePoint tenant via any supported client (Web browser, Outlook, etc.) General questions regarding SharePoint access and navigation Assistance with creating and customizing SharePoint sites, lists, and libraries Assistance with creating groups and managing group and user permissions User password resets Basic workflow testing and troubleshooting Assistance with connecting to SharePoint lists via Office applications (limited to the scope of the connection itself, and does not include issues that may occur related to the local Office installation or network) Any action that will result in an additional charge or change to billable services, including: User creation or deletion Tenant quota changes Creation of Root Public Folders Any questions not related to the SharePoint service (e.g. local hardware, network or non-sharepoint software issues or requests) Any action that violates our Terms of Services 3

5 PRIVATE-LABEL SUPPORT FOR CRM BASIC SERVICE MICROSOFT CRM BASIC WHAT S INCLUDED WITH PLS FOR CRM BASIC SERVICE? and issues related to the hosted Microsoft Dynamics CRM service. This includes: Questions or issues related to accessing the CRM tenant via any supported client (Web browser, Outlook, etc.) $5/SEAT/MONTH General questions regarding CRM access and navigation User password resets Assistance with the creation of Entities (e.g. accounts, contacts, campaigns, etc) within CRM Search list/filter customization Assistance with static and dynamic exports to Excel Assistance with customizing and assigning user roles Any action that will result in an additional charge or change to billable services, including: User creation or deletion Access or integration via any unsupported third-party client Workflow development/customization Any action that violates our Terms of Services Tenant quota changes Any questions not related to the CRM service (e.g. local hardware, network or non-crm software issues or requests) PRIVATE-LABEL SUPPORT FOR CRM ADVANCED SERVICE MICROSOFT CRM ADVANCED WHAT S INCLUDED WITH PLS FOR CRM ADVANCED SERVICE? Everything that s included in the CRM Basic Service, including 24x7 phone and support for subscribed Customers for questions and issues related to the hosted Microsoft Dynamics CRM service, plus the following: Basic workflow design and debugging $8/SEAT/MONTH Basic template creation and testing CRM form design and customization Due to the complexity of the CRM systems and customization options, advanced tenant customization and custom workflow design or testing may be subject to additional Professional Services fees. The standard Professional Service fee is $150 per hour. Our support team can obtain a quote for customization projects. 4

6 PRIVATE-LABEL SUPPORT FOR SMARTERMAIL SMARTERMAIL $2/SEAT/MONTH WHAT S INCLUDED WITH PLS FOR SMARTERMAIL? and issues related to the hosted SmarterMail service. This includes: Questions or issues related to accessing a user s mailbox via any supported client (Webmail, Outlook, Mobile devices, etc) General usage questions regarding any supported client Assistance with the creation of signatures or any other standard client functions Mailbox password resets Adding mailbox user aliases Managing the spam filter settings for the user, including: Creating and managing Blacklists and Whitelists Creating and managing custom spam filter rules Inquiries about the spam filter system in general, or about any specific s that may have been quarantined that the user would like more details on Any action that will result in an additional charge or change to billable services, including: Mailbox creation or deletion Changes to mailbox quota that would result in overage charges Usage of or errors caused by an unsupported client Any questions not related to the SmarterMail service (e.g. local hardware, network or non- software issues or requests) Any action that violates our Terms of Services (e.g. mass-mailing, spamming) 5

7 MOBILE DEVICE MANAGEMENT $5/SEAT/MONTH PRIVATE-LABEL SUPPORT FOR MOBILE DEVICE MANAGEMENT WHAT S INCLUDED WITH PLS FOR MDM SERVICE? and issues related to the Mobile Device Management service. This includes: Assistance with creating security policies for the Customer s mobile devices Questions or issues related to downloading and installing the MDM app on end-user devices Questions regarding monitoring reports Any action that will result in an additional charge or change to billable services. Any action that will directly result in the loss of data (e.g. remote wipe) Any questions not related to the SmarterMail service (e.g. device hardware, cellular/network connectivity, or non-mdm app issues or requests) CLOUD BACKUP $5/SEAT/MONTH PRIVATE-LABEL SUPPORT FOR CLOUD BACKUP WHAT S INCLUDED WITH PLS FOR CLOUD BACKUP SERVICE? and issues related to the Cloud Backup service. This includes: Questions regarding the Intronis Cloud Backup dashboard Questions or issues involving backup job reports Assistance with the creation of new Computer accounts Assistance with fi le restoration jobs on operational systems within an existing Backup account Account password resets Assistance with creating, managing, and monitoring backup sets Questions or issues related to downloading and installing the cloud backup software on end-user computers Any action that will result in an additional charge or change to billable services, including: The creation of additional Backup accounts Adjustment in Backup account storage quotas Disaster recovery restorations requiring on-site assistance Any questions not related to the Cloud Backup service (e.g. local hardware, network or non-backup software issues or requests) 6

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