CRM Support Plans
Dedicated support from CRM Experts on the CRM of your choice.
Support Plans
Our CRM Support Packages for most CRM solutions, provides best-in-class coverage and response for your CRM Application Support and Development needs. Delivered by email, chat, portal or Phone, you can be confident that our experience and knowledgeable Support Engineers will troubleshoot your CRM issues according to defined and monitored Service Level Agreements. This exclusive support provides the foundation you need to be confident of your investment in your CRM Platform.
CRM Experts Online is an agnostic provider of CRM Support and Development. We currently support the following Platforms of CRM: Salesforce.Com, SugarCRM, SuiteCRM, Zoho CRM.
Silver
Max of 20 hours support
Valid for 12 months- Support desk hours:
Monday to Friday 8:00 am to 8PM Eastern Time
(Severity 1, 2, 3, 4) - Response time Severity 1:
Within 2 Hours - Response time Severity 2:
Within 6 Hours - Response time Severity 3:
Within 2 Working days - Response time Severity 4:
Within 10 Working days - 1 User Supported
- Slack Chat
- Email Support
- Portal Support
- No Telephone Support
- $1,300
Gold
Max of 40 hours support
Valid for 12 months- Support desk hours:
Monday to Friday 8:00 am to 8PM
Eastern Time
(Severity 1, 2, 3, 4) - Response time Severity 1:
Within 1 Hours - Response time Severity 2:
Within 5 Hours - Response time Severity 3:
Within 2 Working days - Response time Severity 4:
Within 10 Working days - 6 Users Supported
- Slack Chat
- Email Support
- Portal Support
- No Telephone Support
- $2,400
Platinum
Max of 80 hours support
Valid for 12 months- Support desk hours:
Monday to Friday 8:00 am to 8PM Eastern Time
(Severity 1, 2, 3, 4) - Response time Severity 1:
Within .5 Hours - Response time Severity 2:
Within 2 Hours - Response time Severity 3:
Within 1 Working days - Response time Severity 4:
Within 5 Working days - 4 Users Supported
- Slack Chat
- Email Support
- Portal Support
- No Telephone Support
- $4,000
*Additional information
Additional development and migration of other systems are not included in the support packages. However if you require additional development and migration costs then please contact our team on the contact us form.
Business Day
A day (not being a Saturday or a Sunday).
Reportable Incidents
Any verifiable and reproducible failure of the Products to materially conform to the Specifications unless such failure (a) results from Customer misuse or improper use of the Products; (b) does not materially affect the operation and use of the Products; (c) results from the modification by Customer or any third party of the Software or Hardware in a fashion not contemplated by the Agreement; or (d) results from Customer failure to implement in a timely manner any relevant improvements or modifications to the Products provided to Customer by CRM Experts Online.
Error Correction
Either a modification or addition to, or deletion from, the Products that materially conforms to CRM Experts Online’s published Specifications, or a procedure or routine that, when observed in the regular operation of the Software, eliminates that material adverse effect on Customer of such Error.
Severity 1 Error
Means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available.
Severity 2 Error
Severity 3 Error
Severity 4 Error
Response Time
The time taken by CRM Experts Online to allocate a case reference number to the fault, confirm the Error level, and acknowledge receipt of the fault to the customer.
Max hours of support
CRM Experts Online are under no obligation to correct errors once the maximum support hours have been consumed.
Support FAQ
Free support can be accessed through the use of Online Forum pages for the various CRM Platforms.
Dedicated support issues are all dealt directly with the CRM Experts support team. It is specifically designed for users who need a quicker and more robust fault support system.
A dedicated support package gives you the peace of mind that your system will be maintained and supported by CRM Experts.
The CRM Experts Support team is committed to providing world-class service and support to its customers. Staffed by highly skilled support engineers and supported by the development team who write and maintain CRM code for all platforms like SugarCRM, Salesforce, SuiteCRM, and Zoho.
Direct access to expert technical staff
Minor, Major, and Critical severity prioritisation of support issues
Guaranteed response times
Support for multiple releases of the software
Support assistance with general questions, configuration/ usage, and basic troubleshooting
Consulting assistance available for bug fixes, new features, patches / upgrades, and hands-on assistance
Ongoing Maintenance for Past, Present and Future Releases