personal 24/7 productive inspiring preventative Factsheet

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1 personal 24/7 productive inspiring preventative Factsheet Do you want to use the full potential of your CRM solution? We have the right maintenance package for you. You can enjoy your CRM solution worry free with our flat rate. The Platinum Program is designed with one simple goal: to ensure your success. On site or remote, our experts serve as your business solution professionals. We call this the Platinum Promise.

2 The Platinum Program will help you gain maximum results from your CRM system. Christian Stadlmann, Chief Sales Officer, update Our all-in flat rate Based on our extensive experience with CRM projects, countless discussions with customer-oriented departments as well as analysis of what our customers really need, we have developed a premium maintenance model, the Platinum Program. It serves exactly one purpose: to guarantee your success. The program goes way beyond the scope of standard maintenance support with service packs and hot fixes. It not only includes many new services but also services which are regularly requested and acquired as extras anyway. You can access these services at any time and with complete flexibility without going through new order and budget approval processes just like a flat rate. That way you save time and can react instantly to new requirements. The Platinum Program > is personal. We want you to achieve your KPIs - because your goals are our goals. And we are always there for you with help and advice. > is preventative. Regular performance and data quality checks as well as user satisfaction surveys safeguard your CRM success and solve problems before they arise. > is 24/7. We know that your system can be critical to your success. That s why we are always there for you regardless of your time zone, 24 hours, 7 days a week. Contact us Phone: +43 (1) platinum@update.com

3 Factsheet > Platinum-Program The most important services of the Platinum Program compared to Basic maintenance PRODUCT SUPPORT Basic Platinum update.seven full support extended support Reaction times for support requests Severity 1 Severity 2 Severity 3 4 hours 1 working day 2 working days immediately 4 hours next working day 24/7 phone support* Proactive Platinum Experience Manager* SOLUTION SERVICES Basic Platinum Migration analysis (for update.crm) Administration package* Adaptation of fields, catalogue values... 8 per year Proactive services* ** Annual system checks (see description) Influence the future of update s CRM solution (roadmap) E-university access for four employees * available from mid-2015 ** available with Enterprise Edition, update.crm Service Pack 3 and most recent industry configuration V8.3.6 Enterprise Edition Interested in Enterprise Edition? Platinum is included at no cost with update Enterprise Edition. Please contact your Account Manager for more details.

4 Factsheet > Platinum-Program A package put together for your success: all services of the Platinum Program at a glance Our service your advantage Extended support for update.seven win & web As a Platinum customer you can enjoy update.seven support until the end of That way you will have more time to get familiar with our latest update.crm version. Make sure you utilize the migration analysis included in Platinum. Shorter response times for support requests Your support requests are top priority for us. As a Platinum customer you will secure shorter response times and your system will be up and running again much quicker (see comparison to Basic). 24/7 phone support* We know that your system can be critical to your success. That s why we are there for you - regardless of your time zone, 24 hours, 7 days a week. Proactive Platinum Experience Manager* We provide you with an Experience Manager who will proactively take care of your individual services requirements, who will keep in touch with you on a regular basis and who will make sure that your support requests are processed as quickly as possible. Migration analysis You gain information about your personal advantages from a migration to update.crm. That way you can take the next step on the technology ladder. Administration package* With Platinum you can choose up to eight service items per year for free. This includes, among other things, changes of catalogue values or inserting new fields. Free online training Four of your employees receive free training access to our e-university so that they can learn how to tap the full potential of the CRM solution. Proactive services* ** Annual performance and data quality checks, duplicate analyses, documentation of your system environment and user satisfaction surveys will ensure the efficiency of your solution. Potential problems are solved before they arise and the potential of your system is fully utilized. Participation in update s Customer Advisory Council We value your opinion: Participation will enable you to co-create our future solution. Participation in our Customer Success Program Together with you we will define criteria for your success we measure our success by achieving yours. We re only successful if you are.

5 Factsheet > Platinum-Program Our service your advantage Exclusive online presentations We inform you proactively about innovations and the advantages of new service packs and releases first-hand. No information will be lost. Free technical users & additional users for your off-line system You receive ten free technical users for your live system and additional users for your development, testing or server/client system. Test all add-on products for free Be it CRM.pad or CRM.connectLive before you decide which system to buy, you can take your time and test all our products. Savings with additional licences Expect a 25% discount on licensing fees when you subscribe to our model. You already know that you will need a larger number of licences in future? Then take a look at our Enterprise Edition your Account Manager will be happy to give advice. * available from mid-2015 ** available with Enterprise Edition, update.crm Service Pack 3 and most recent industry configuration V8.3.6 You can still avail of these items: > free access to hot fixes, service packs & major releases > software in English and one other language: German, Dutch, French or Polish > free CRM.cockpit entity (installation not included) > Call Management access for ticket submission and tracking > twelve months full support after a new major release becomes available > free access to the update support portal for documentations and software downloads > invitations to our user group meetings > access to our online demo

6 Contact us Phone: +43 (1) For further information please go to