Professional CRM Support. Telephone: Website:

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Professional CRM Support. Telephone: 01625 322 230 Website: www.thecrmbusiness.com Email: support@thecrmbusiness.com"

Transcription

1 Professional CRM Support

2 Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once your project is live you may want the reassurance of someone being there to help when you need them. With this in mind, we have put together a suite of services designed to help you get the most from your new Microsoft Dynamics CRM system. The services we offer can be tailored to suit your needs from simple break-fix support cover to a complete customer assistance package including on-going customisation and consultancy time to help you get the most from your CRM implementation.

3 What we offer We realise that there are times when not every problem you encounter is a technical break fix issue. Sometimes you just need a little training or some CRM customisation to help you work more effectively. Our support package is tailored to allow you to use our services in the way that best suits your needs. How it works Our CRM Support works on a simple points-based system. There are various categories of support request. When you log a case we make an assessment together about the nature of the problem and decide if: - It s a break fix case In this situation you use a set number of points regardless of how long it takes us to solve the problem. This could be 1 hour/1 day/1 week. It all costs the same. - It s a training issue Sometimes it turns out it s not a problem or bug at all and that the best resolution is to offer you some training. Most CRM support contracts do not usually cover training, however we are happy to train you to resolve common issues yourselves and improve you users CRM skills. Training sessions are arranged and will be deducted from your points on a per hour consultancy basis in ½ hour slots. - It s a change request When there is a change needed to the system, we can schedule the work in using points from your support contract. Again, the points are deducted on an hourly basis in ½ hour slots. Benefits to you This system offers the best of both worlds to you, the customer. You re able to fully utilise our services and expertise safe in the knowledge that we re here when you need us. If it turns out that you need lots more help and services than originally budgeted for, top up points can be bought and added to the contract. There are various price points at which you can enter to suit your company s individual needs. The more points you buy, the cheaper services become. We take the risk of time spent fixing bugs and solving problems, allowing you to put any points left over to good use elsewhere. You only ever pay for the services that you use.

4 Support package overview Service Fault / break fix Customisation Support Self-service knowledge base portal access E-service portal and support CRM user training Telephone support CRM workflow and field level customisations Included Support package details Fault / break fix assistance CRM not behaving as it should? Getting errors in the application that your in-house I.T. staff can t fix? Are you suffering a complete CRM system outage? No problem drop us a line via or the Customer Service Portal and we will work with you to fix the issue. If the fault is actually within the CRM platform itself (as opposed to your data or customisations, for example) we will escalate the incident to Microsoft and manage that incident until closure, on your behalf. Customisation support If you re having trouble with any of the special elements we have implemented into your CRM specifically for your business we can assist. It s possible you want CRM to do more for you, or your business processes have changed, so your CRM needs to as well we can help.

5 Access to self service portal for knowledgebase articles We have a vast CRM knowledge base containing various articles including solutions to common problems, tutorials and how-to guides, and FAQs. All of this is instantly available to our subscribing customers, allowing you to learn how to put your CRM system to the best use possible at your own pace. Access to e-service portal and contact via Our E-Service portal allows customers to log onto our website and log an incident ticket with us directly this is routed to one of our dedicated support staff who will then contact you and become your sole point of contact until the problem is fixed. At any time, you can log on, and see exactly where your incident has got to, and even add more information to existing incidents to speed resolution. CRM user training If you are new to the Microsoft CRM Dynamics family, you may not be familiar with all of the tools and functionality that is now at your disposal. We understand completely and can help you with that from the start. Once you start using your CRM system, you will start to have ideas about new things you d like it to do for you and so will your users. We can help with everything from day-to-day queries on how to use the simplest parts of CRM, right up to helping you plan for your next customisation. Our consultants hold Microsoft Dynamics CRM Certifications, so you can rest assured it s the best help available. Telephone support Sometimes, you just need to talk to somebody. Whether it s explaining a difficult problem or having someone talk you through a new procedure, we can do it. Our staff are available by telephone during regular business hours. You won t be kept on hold or forced through a menu system - we simply answer your call. CRM workflow and field level customisations Nothing is set in stone especially when it comes to CRM. CRM has the ability to change and adapt to your requirements, and you have the power to do that independently. If you do, we can still help you as the people who designed and installed your system, we are ideally placed to help you improve it. Our developers will take your ideas, and help you implement them in CRM in the best way possible. Consultancy service As your business grows and changes, your CRM system will need to do the same. We can provide a consultancy service either remotely or on-site one of our consultants will spend time with you looking at ways to improve your system so that it meets your business requirements, and turning your ideas into a CRM reality.

6 Support pricing Cost per annum 1,000 2,000 4,000 8,000 15,000 20,000 30,000 50,000 Quarterly Fee N/A N/A 1,053 2,105 3,950 5,265 7,900 13,160 Monthly Fee N/A N/A N/A 710 1,330 1,773 2,660 4,435 Points Earned Points used Break Fix Case 16 Remote Training/Consultancy Hour* 17 1 day Remote Consultancy 85 1 day On-Site Consultancy 95 * Can be used in 1/2 hour slots

7 Further information Our Support staff are available 8:30am until 5:30pm Monday to Friday. We have various avenues of communication open to you web portal, and telephone. We don t use hold queues or automated telephone systems, and our staff are all UK based and trained to Microsoft Certification standards, so you know you re getting the best possible help. We use remote support technology so our staff can connect right to your desktop invaluable when providing instruction on using the system, and we can perform any support or customisation requests right in front of you, so you can see how it works. We also help look after all the technology that makes your Microsoft Dynamics CRM system possible. We manage all incidents you bring to us concerning your connection to the cloud, and liaise with Microsoft to ensure your system is always available. Future-proof your system Microsoft Dynamics CRM moves with the times, just like your business and we re there for the journey. We can help with anything the future may bring, whether you expected it or not. Whether it s customisation, additional users, managing existing users, data imports or business expansion just get in touch. Get started today If you re interested in finding out more, call one of our staff on or and one of our Support representatives will be happy to assist you.

Professional CRM Support

Professional CRM Support Professional CRM Support Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once

More information

STL Microsoft Dynamics CRM Consulting and Support Services

STL Microsoft Dynamics CRM Consulting and Support Services STL Microsoft Dynamics CRM Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk

More information

Standard Success Program

Standard Success Program Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support

More information

Automation Priority Support

Automation Priority Support Automation Priority Support High-value support to help keep your facility running at its best Make the most of your energy SM 1 Priority Support Programs Overview The Automation Technical Support Center

More information

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0 State of Washington BHAS Help Desk Support Services July 2015 V1.0 WA-Behavioral Health Assessment Solution (BHAS ) BHAS supports the Child and Adolescent Needs and Strengths Assessment (CANS) and Adult

More information

STL Microsoft SharePoint Consulting and Support Services

STL Microsoft SharePoint Consulting and Support Services STL Microsoft SharePoint Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk

More information

Securing Windows 2000 Server Support Plan

Securing Windows 2000 Server Support Plan Microsoft Solutions for Security Securing Windows 2000 Server Support Plan Abstract This guide provides documentation on the utilization of solution support packages. 2002 Microsoft Corporation. All rights

More information

www.softlogicsystems.com SoftLogic Systems Software Support Agreement for TurboBroker Customs Software. Version 1.1 Last Updated: 2011-04-11.

www.softlogicsystems.com SoftLogic Systems Software Support Agreement for TurboBroker Customs Software. Version 1.1 Last Updated: 2011-04-11. www.softlogicsystems.com SoftLogic Systems Software Support Agreement for TurboBroker Customs Software. Version 1.1 Last Updated: 2011-04-11. Purpose SoftLogic Systems The purpose of this document is to

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 6.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

Ubertas Cloud Services: Service Definition

Ubertas Cloud Services: Service Definition Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust. Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud

More information

IT Support for London

IT Support for London IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where

More information

Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation.

Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation. Introduction Chris Senior Network Engineer Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation. And if things go too wrong for too long then

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Digital Marketplace - G-Cloud

Digital Marketplace - G-Cloud Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We

More information

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1 Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported

More information

Customer Support Charter

Customer Support Charter Customer Support Charter IDBS is committed to providing the best possible support for our products via Help Desk, Professional and Education Services. Part of this commitment is to ensure that you have

More information

Support Operations Handbook

Support Operations Handbook Support Operations Handbook Cray Platinum Diamond Support Cray Inc. Version 2.2 February 11, 2014 Table of Contents About Cray Customer Service.4 About This Document...........5 Document Version History...

More information

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 3.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

G Cloud Service Description Premier SIP Trunk Software as a Service October 2015

G Cloud Service Description Premier SIP Trunk Software as a Service October 2015 G Cloud Service Description Premier SIP Trunk Software as a Service October 2015 Premier Choice Telecom has been a trusted provider of communications solutions for businesses for over 15 years. Our clients

More information

Support Service Description

Support Service Description Support Service Description Applies to: Office 365 Dedicated Topic Last Modified: 2014-01-08 Shared Support Responsibilities... 3 Customer Responsibilities... 3 Microsoft Responsibilities... 4 Microsoft

More information

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document J U L Y 2 0 1 2 Title of Document Here is the subtitle of the document Introduction to OpenText Protect Premier Anywhere Deploying and maintaining advanced Enterprise Information Management (EIM) solutions

More information

MANAGED IT SERVICES. You take care of your business. We will take care of your IT.

MANAGED IT SERVICES. You take care of your business. We will take care of your IT. MANAGED IT SERVICES You take care of your business. We will take care of your IT. WHY RJ YOUNG IT SERVICES? Your Information Technology (IT) network is critical to your business, and while IT is not your

More information

Client Services Service Level Agreement

Client Services Service Level Agreement RMI Corporation Client Services Service Level Agreement 40 Darling Drive Avon, CT 06001 Phone: 860.677.1005 *Fax: 860.677.2454 RMI Corporation Client Services - Service Level Agreement TABLE OF CONTENTS

More information

PUTTING THE CUSTOMER AT THE HEART OF CUSTOMER SERVICE. A Best Practice Guide to Integrating Customer Service and CRM

PUTTING THE CUSTOMER AT THE HEART OF CUSTOMER SERVICE. A Best Practice Guide to Integrating Customer Service and CRM PUTTING THE CUSTOMER AT THE HEART OF CUSTOMER SERVICE A Best Practice Guide to Integrating Customer Service and CRM Putting the Customer at the Heart of Customer Service A best practice guide to integrating

More information

Benefits For You. CRM 2013 Cloud Delivery Pack. -Billing per hour not per day

Benefits For You. CRM 2013 Cloud Delivery Pack. -Billing per hour not per day CRM 2013 Cloud Delivery Pack What is it? Many of our clients use our consultancy services to de-risk their CRM projects. Often this involves customising the CRM system to fit their exact needs, migrating

More information

Using the Service Desk: Self Service

Using the Service Desk: Self Service Using the Service Desk: Self Service Introduction... 2 Desktop and Mobile... 2 Supported web browsers... 2 Supported mobile operating systems... 2 What is Self Service?... 2 What is the Service Catalogue?...

More information

Successful CRM. Delivered. ConsultCRM Client Services. Our. Helping you optimise your investment in Microsoft CRM

Successful CRM. Delivered. ConsultCRM Client Services. Our. Helping you optimise your investment in Microsoft CRM Successful CRM. Delivered. ConsultCRM Client Services Our Helping you optimise your investment in Microsoft CRM ConsultCRM Client Services Whether you have just deployed Microsoft Dynamics CRM or have

More information

Product Overview. UNIFIED COMPUTING Interoute Database & Application Management

Product Overview. UNIFIED COMPUTING Interoute Database & Application Management Product Overview Interoute Database and Application Managed Services provide our clients with the peace of mind that their systems are managed by a team of experts around the clock. Our proven pedigree

More information

Alleviating Password Management Demands on Your IT Service Desk SOLUTION WHITE PAPER

Alleviating Password Management Demands on Your IT Service Desk SOLUTION WHITE PAPER Alleviating Password Management Demands on Your IT Service Desk SOLUTION WHITE PAPER Table of Contents Executive Summary...1 The Importance of Automation...2 The Role of Password Management in Modern Business...3

More information

Schedule A Support and Maintenance Agreement

Schedule A Support and Maintenance Agreement Page 1 of 5 During the Term and upon SSN s acceptance of an executed Order Form that specifies the Customer s designated support plan for the applicable Software (the Covered Services ), SSN shall provide

More information

Support Handbook. Performance EDI. October 2007. Document Title Section Title

Support Handbook. Performance EDI. October 2007. Document Title Section Title Support Handbook Performance EDI October 2007 Document Title Section Title 2 Table of Contents Welcome to EasyLink Performance EDI Support...3 Support Overview...4 Maximizing your Support Interaction...6

More information

Assessing and Tax BS&A Application SLA April 2014. OAKLAND COUNTY MICHIGAN ASSESSING and TAX (BS&A) APPLICATION SERVICE LEVEL AGREEMENT (SLA)

Assessing and Tax BS&A Application SLA April 2014. OAKLAND COUNTY MICHIGAN ASSESSING and TAX (BS&A) APPLICATION SERVICE LEVEL AGREEMENT (SLA) OAKLAND COUNTY MICHIGAN ASSESSING and TAX (BS&A) APPLICATION SERVICE LEVEL AGREEMENT (SLA) 1.0 INTRODUCTION This Service Level Agreement (SLA) is an agreement between Oakland County Information Technology

More information

1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management

1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management 1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management End-to-end service management encompasses a wide variety of tasks

More information

Involve Cloud Video Conferencing Service. VC:me (Video Conferencing: made easy) Service Definition

Involve Cloud Video Conferencing Service. VC:me (Video Conferencing: made easy) Service Definition Involve Cloud Video Conferencing Service VC:me (Video Conferencing: made easy) Service Definition Contents 1. Service Overview... 3 Reservations Service... 4 Endpoint Management... 4 Reporting... 4 Testing...

More information

Our skilled and experienced Helpdesk forms the foundation of knowledge and insight for your business

Our skilled and experienced Helpdesk forms the foundation of knowledge and insight for your business Our skilled and experienced Helpdesk forms the foundation of knowledge and insight for your business 1 No matter how big or small the problem, we get the right person to you, so that you can carry on doing

More information

Increasing the value of relationships

Increasing the value of relationships Transforming business through technology Customer Relationship Management Increasing the value of relationships core.co.uk Microsoft Partner 2 Customer Relationship Management Getting to the heart of the

More information

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE At Spirit, we realise that our customers are looking for choice, flexibility and value. That s why we have developed our special Fully

More information

SUPPORT POLICY SUPPORT POLICY

SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.

More information

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage

More information

Sage Estimating. Release Notes Version 13.1

Sage Estimating. Release Notes Version 13.1 Sage Estimating Release Notes Version 13.1 Table of Contents Version 13.1 1 Release Overview 3 Software Changes, Resolved Issues, and Known Issues 3 Support and Assistance 4 Estimating Product Release

More information

Oxinet Customer Service Charter

Oxinet Customer Service Charter Oxinet Customer Service Charter This document sets out Oxinet s commitments to serving and supporting our customers. Document Version: 1.0 Date of issue: 15/01/16 Contents Introduction... 2 CONTACT DETAILS...

More information

Everything you need for your mobile enterprise

Everything you need for your mobile enterprise Everything you need for your mobile enterprise A complete software, hardware and managed service solution for mobile workers Spirit Data Capture Limited is an enterprise mobility company. We have an in-depth

More information

Customer Support Services Guide

Customer Support Services Guide Customer Support Services Guide pg> 1 of 20 Foreword Services Welcome to ecopy. The goal of this guide is to provide information about the services offered by ecopy s Customer Support Services, Educational

More information

flex support Service Overview

flex support Service Overview NTS Technology Partners introduce NTS FLEX a unique portfolio of Managed Services, Cloud and Support solutions for any business size. flex support Service Overview Version 1.1 For Further Information see

More information

IP OffIce SIMPLe, POWeRfUL communications for YOUR ORGANISATION

IP OffIce SIMPLe, POWeRfUL communications for YOUR ORGANISATION IP Office SIMPLE, POWERFUL COMMUNICATIONS FOR YOUR ORGANiSATION IP Office: your communications your device Successful organisations are always looking for new ways to do more with less keeping business

More information

Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS

Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS 1/04/2015 Secondary School ICT Service Specification by: 1 Andrea Warburton ONE IT SERVICES AND SOLUTIONS SERVICE SPECIFICATION One IT Services and Solutions offer a one stop shop ICT support service,

More information

THE HELP DESK AND THE NOC: WHAT MSPS NEED AND WHY

THE HELP DESK AND THE NOC: WHAT MSPS NEED AND WHY by THE HELP DESK AND THE NOC: WHAT MSPS NEED AND WHY THE HELP DESK AND THE NOC: WHAT MSPS NEED AND WHY Critical to the success of virtually every high growth managed service provider (MSP) are network

More information

Managed Services. 24x7 UK Based Service Operations Centre

Managed Services. 24x7 UK Based Service Operations Centre Managed Services 24x7 UK Based Service Operations Centre Managed Services Intrinsic runs a 24x7 UK Based Service Operations Centre (SOC) from it s head office in Haydock. The SOC is manned around the clock

More information

Managed Service Support Analyst JOB SPECIFICATION

Managed Service Support Analyst JOB SPECIFICATION Managed Service Support Analyst JOB SPECIFICATION Get in touch hello@foundation-sp.com Role Overview FSP solutions and services are focused on the Microsoft Productivity Platform incorporating the following

More information

GCI Channel Client Support Plan

GCI Channel Client Support Plan GCI Channel Client Support Plan 1 Quick Contact Reference: We want to make contacting GCI as easy as possible for our customers therefore you may get your message across via a-few different platforms:

More information

Publish Date: 30/06/14 Version: 1.2

Publish Date: 30/06/14 Version: 1.2 Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage

More information

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase 24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of

More information

G-Cloud Service Definition. Atos SI Oracle CRM and CX Services

G-Cloud Service Definition. Atos SI Oracle CRM and CX Services G-Cloud Service Definition Atos SI Oracle CRM and CX Services Atos SI Oracle CRM and CX Services SCS Atos provides a range of expert Customer Relationship Management (CRM) and Customer Experience (CX)

More information

Customer Support Handbook

Customer Support Handbook Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting

More information

Remedyforce Professional Services

Remedyforce Professional Services White Paper Remedyforce Professional Services Kelley Mitchum 27 February 2015 Welcome to the Getting Started with BMC Remedyforce Series Today s IT departments must drive business growth and innovation,

More information

Managing Cost and Complexity out of Desktop Management

Managing Cost and Complexity out of Desktop Management Managing Cost and Complexity out of Desktop Management A practical six-point plan to realising the business and technology benefits of Desktop as a Service Introduction With the increasing pressures on

More information

SM01IT Service Manager 9.40 Interactive Training by ART

SM01IT Service Manager 9.40 Interactive Training by ART SM01IT Service Manager 9.40 Interactive Training by ART Course No.: SM01IT -94 Category/Sub Category: IT Service For software version(s): 9.40 Course length: Online Delivery formats: Self-paced To order,

More information

ACDI s Professional Support Services

ACDI s Professional Support Services ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or emails ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At

More information

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing

More information

Accountant Guide Includes everything you need to know to get started as a Clear Books Accounting Partner

Accountant Guide Includes everything you need to know to get started as a Clear Books Accounting Partner Accountant Guide Includes everything you need to know to get started as a Clear Books Accounting Partner Digital Edition Get ready to experience fast, reliable and secure accounting software that is easy

More information

Technology Focus: CURO from Time4Advice

Technology Focus: CURO from Time4Advice Insight Innovation Inspiration Technology Focus: CURO from Time4Advice Adviser Business Review editor Rob Kingsbury interviews Roland Rawicz-Szczerbo, sales director of Time4Advice, about CURO the firm

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

G-Cloud Service Definition. for. Xicon Cloud SCS - SQL Server Managed Services

G-Cloud Service Definition. for. Xicon Cloud SCS - SQL Server Managed Services G-Cloud Service Definition for Xicon Cloud SCS - SQL Server Managed Services XICON-CLOUD-SCS-SQL, 1.0 dated 15/12/2014 Page 1 of 5 CONTENTS 1 XICON CLOUD SCS - SQL SERVER MANAGED SERVICES 3 1.1 SERVICE

More information

White Paper: 4 Key Factors that Define a True Unified Agent Desktop

White Paper: 4 Key Factors that Define a True Unified Agent Desktop White Paper: 4 Key Factors that Define a True Unified Agent Desktop To help businesses understand the different definitions and levels of functionality, mplsystems has summarised 4 key factors that they

More information

Microsoft Cloud Solution Provider Frequently Asked Questions

Microsoft Cloud Solution Provider Frequently Asked Questions Microsoft Cloud Solution Provider Frequently Asked Questions Copyright 2015 Microsoft Corporation. All rights reserved lished July 2014 2014 Microsoft Corporation. All rights reserved. Microsoft Cloud

More information

UTech Services Announces New Helpdesk Service Request System!!

UTech Services Announces New Helpdesk Service Request System!! Contents UTech Services Announces New Helpdesk Service Request System!!... 2 Requesting Assistance from Utech Services using Footprints... 3 3 Ways to Request Support... 3 HOW TO USE THE SELF SERVICE PORTAL...

More information

Support and Escalation Procedures. (incorporating Dispute Resolution Framework)

Support and Escalation Procedures. (incorporating Dispute Resolution Framework) Support and Escalation Procedures (incorporating Dispute Resolution Framework) Contents Introduction to aql and our services... 2 Purpose of this Code of Practice... 2 Terms and conditions... 2 How to

More information

1 Introduction. 2 Design and Functionality. 3 Client Support

1 Introduction. 2 Design and Functionality. 3 Client Support Changefirst Enterprise Service Level Agreement 1 Introduction This Service Level Agreement between Changefirst and the Client describes the support processes and services which Changefirst provides to

More information

Remote IT Support. What is RITS?

Remote IT Support. What is RITS? Remote IT Support Many businesses, charities and other organisations rely heavily on their computer systems. We are committed to providing you with a fast response to problems as they occur, and working

More information

5 Reasons Why GoToAssist Remote Support and Service Desk Go Better Together

5 Reasons Why GoToAssist Remote Support and Service Desk Go Better Together 5 Reasons Why GoToAssist Remote Support and Service Desk Go Better Together Improve your customer support experience with the integrated GoToAssist toolset. GoToAssist Remote Support makes it easy to help

More information

MICROSOFT DYNAMICS CRM

MICROSOFT DYNAMICS CRM MICROSOFT DYNAMICS CRM SERVICE DEFINITION G-CLOUD Commercial-in-Confidence civil.lockheedmartin.co.uk SECTION 1 LOCKHEED MARTIN S MICROSOFT DYNAMICS CRM CAPABILITY INTRODUCTION Lockheed Martin offers a

More information

Microsoft Dynamics Cloud Services Support Benefits. Quick Start Guide

Microsoft Dynamics Cloud Services Support Benefits. Quick Start Guide Microsoft Dynamics Cloud Services Support Benefits Quick Start Guide Welcome to your Microsoft Dynamics Cloud Services Support Plan Quick Start Guide. Use this guide as a quick reference to maximize the

More information

Support Contract Information

Support Contract Information Support Contract Information Support Contract Options At SGL we take the business of customer support very seriously. You need to know that your media is safe by ensuring your system is in the best operating

More information

What to base your Brand Portal on: SharePoint, custom build it or buy Brandworkz offthe shelf

What to base your Brand Portal on: SharePoint, custom build it or buy Brandworkz offthe shelf What to base your Brand Portal on: SharePoint, custom build it or buy Brandworkz offthe shelf From time to time we hear variations on the following from potential clients: We already have Microsoft SharePoint

More information

BT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow

BT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice

More information

Secure Remote Access. Lot 4 - Specialist Cloud Services. Version: 2.0, Issue Date: 05/02/2014. Classification: Open

Secure Remote Access. Lot 4 - Specialist Cloud Services. Version: 2.0, Issue Date: 05/02/2014. Classification: Open Secure Remote Access Version: 2.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 2014. Other than for the sole purpose of evaluating this Response, no part of

More information

SHAREPOINT SERVICE DEFINITION. G-CLOUD Commercial-in-Confidence. civil.lockheedmartin.co.uk

SHAREPOINT SERVICE DEFINITION. G-CLOUD Commercial-in-Confidence. civil.lockheedmartin.co.uk SHAREPOINT SERVICE DEFINITION G-CLOUD Commercial-in-Confidence civil.lockheedmartin.co.uk SECTION 1 LOCKHEED MARTIN S SHAREPOINT CAPABILITY Lockheed Martin offers a full end to end service, delivering

More information

Panorama Software Software Maintenance and Technical Support Services Policy

Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Customer Support July 2010 Note: Due to the fast pace of the industry and market conditions, from time to

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services

More information

Technical Support Services Guide

Technical Support Services Guide Agile Automated Adaptive Technical Support Services Guide 2011 A guide to the technical support services available to current Adaptive Computing customers to extend the value of your software investment

More information

The Connected Business Support Center

The Connected Business Support Center t At Connected Business, we develop powerful, fully integrated applications designed to bring all the major business processes together via a single comprehensive solution. Our applications are powerful,

More information

LuxCloud Support Management Process

LuxCloud Support Management Process LuxCloud Support Management Process Document Version 1.0 The Trusted Channel Centric Marketplace Table of contents 1 The LuxCloud Support Process... 3 1.1 Description... 3 1.2 Support Levels... 3 1.2.1

More information

Hosted Contact Centre (HCC) Customer Service Plan

Hosted Contact Centre (HCC) Customer Service Plan Hosted Contact Centre (HCC) Customer Service Plan December 2014 1. Introduction The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between BT Wholesale

More information

A brighter business future

A brighter business future A brighter business future Your preferred partner for IT, Print & Cloud solutions Welcome to Principal about us / Principal is a leading UK supplier of document and print management hardware and software,

More information

Business Voice over IP. Customer Care and Support Guide for Migrating Customers

Business Voice over IP. Customer Care and Support Guide for Migrating Customers Business Voice over IP Customer Care and Support Guide for Migrating Customers Page 1 Contents Contents... 1 Welcome to TELUS Business Voice over IP... 2 A note about customer satisfaction... 2 BVoIP contact

More information

UNIQUE A COMPLETE, FLEXIBLE HOSTED TELEPHONY AND UNIFIED COMMUNICATIONS SOLUTION, HELPING YOU CREATE A PROPOSITION THAT IS

UNIQUE A COMPLETE, FLEXIBLE HOSTED TELEPHONY AND UNIFIED COMMUNICATIONS SOLUTION, HELPING YOU CREATE A PROPOSITION THAT IS WE MAKE IT POSSIBLE A COMPLETE, FLEXIBLE HOSTED TELEPHONY AND UNIFIED COMMUNICATIONS SOLUTION, HELPING YOU CREATE A PROPOSITION THAT IS UNIQUE WHOLESALE HOSTED CENTREX TAKING COMMUNICATION INTO THE CLOUD

More information

Contractors Guide to Choosing an Accountant

Contractors Guide to Choosing an Accountant Contractors Guide to Choosing an Accountant Genie Accountancy have produced this guide to illustrate the importance of selecting the correct accountant, an accountant who will strive to support your business

More information

epeople White Paper New Trends in Customer Support: Collaborative Virtual Teams

epeople White Paper New Trends in Customer Support: Collaborative Virtual Teams epeople White Paper New Trends in Customer Support: Collaborative Virtual Teams Executive Summary Every support executive is well aware of the immense challenges of delivering effective and efficient customer

More information

LETS CHAT ABOUT IT A guide to successfully using Live Chat in your organisation

LETS CHAT ABOUT IT A guide to successfully using Live Chat in your organisation A guide to successfully using Live Chat in your organisation Lets chat about it With more and more customers switching online and using various devices to do so, it s no coincidence that yesterday s call

More information

(This form should be completed when creating a New Post or on Recruitment)

(This form should be completed when creating a New Post or on Recruitment) JOB SUMMARY APPENDIX 10B JOB SUMMARY (This form should be completed when creating a New Post or on Recruitment) Role Title: ICT Helpdesk Operator Reports to: ICT User Support Manager Section: ICT User

More information

Link-Connect Service Level Agreement

Link-Connect Service Level Agreement Link-Connect Service Level Agreement (Frequency: Monthly) Link-Connect Services Ltd Frensham House Farnham Business Park Weydon Lane, Farnham Surrey, GU9 8QT T: 01252 740800 W: www.link-connect.com Linking

More information

Agilisys G-Cloud Service V

Agilisys G-Cloud Service V Agilisys G-Cloud Service V Service Definition Endpoint Management Lot 1 Infrastructure as a Service (IaaS) April 2014 At Agilisys we deliver success through innovation working with our clients to transform

More information

On-Demand CRM Executive Brief

On-Demand CRM Executive Brief On-Demand CRM Executive Brief Grow Your Business, Not Your Support Costs Creating a cost-effective, multi-channel support operation with On-Demand CRM www.tatacommunications.com/enterprise/saas/crm.asp

More information

MyOfficePlace Business Critical Services Handbook

MyOfficePlace Business Critical Services Handbook MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments

More information

Service Definition MMaaS Mobile Device Management. G- Cloud VII. Service Definition Nine23 MMaaS Mobile Device Management

Service Definition MMaaS Mobile Device Management. G- Cloud VII. Service Definition Nine23 MMaaS Mobile Device Management Service Definition MMaaS Mobile Device Management G- Cloud VII 1 Table of Contents 1 SERVICE MMAAS MOBILE DEVICE MANAGEMENT... 3 1.1 OVERVIEW NINE23... 3 1.2 SERVICE SUMMARY MMAAS MOBILE DEVICE MANAGEMENT...

More information

Customer Engagement CRM

Customer Engagement CRM Customer Engagement CRM Rapid, Smarter, Personalised Customer Service Customer Engagement CRM Unified Agent Desktop Dialling and Campaign Management Knowledge Base Digital Self-Service Reporting and Analytics

More information

Making Contact Centres Efficient. Meet the needs of your customers and your business

Making Contact Centres Efficient. Meet the needs of your customers and your business Making Contact Centres Efficient Meet the needs of your customers and your business Customers are different these days Customers today are far more demanding than five years ago. They expect you to be

More information

Call us today 1300 724 599. Managed IT Services. Proactive, flexible and affordable

Call us today 1300 724 599. Managed IT Services. Proactive, flexible and affordable Call us today 1300 724 599 Managed IT Services Proactive, flexible and affordable We believe technology is at its best when it s invisible. When you can focus on the task you are achieving, not the technology

More information