Standard Service Level Agreement: Included with Product Licence
- Knowledge Library Access to Help Articles and Step by Step Tutorials
- Only Email Support with 2 Business Day Time to First Response.
Enhanced Service Level Agreement: $2000 per month per firm
Includes All Standard Service Level Agreement Services plus:
- 8x5 Email Support with 1 Business Day Time to First Response SLA
- Priority Ticket Sequence with Customer Support Team
- Front of the Line Data Entry Services - skip the standard service level queue
- Same Business Day / Ad Hoc Report Delivery to Advisors in the field
- 2 Business Day Turnaround on Priority Data Entry Request ( up to 7 requests per month)
- 2 Hours/month Professional Services included - Can be used for custom reports, special projects, consulting, integrations with external enterprise software, etc.
Premium Service Level Agreement: $7000 per month per firm
Includes all Enhanced Level Agreement Services plus:
- Named Support Resource available 8 x5 phone/email during business hours (8 am - 4 pm PST) with 2 hours First Response SLA
- Front of the Line Data Entry Services - skip the Standard & Enhanced service level queue
- Monthly Report Call (Ticket Review, Type, Severity, and SLA Metrics)
- 3 hours per month advisory training for sales and/or support teams
- Same Business Day / Ad Hoc Report Delivery to Advisors in the field
- 2 Business Day Turnaround on Priority Data Entry Request (15 requests per month)
- 10 Hours/month of Professional Services Hours Included - Can be used for custom reports, special projects, consulting, integrations with external enterprise software, etc.
|
Standard Support |
Enhanced Support |
Premium Support |
|
|
Access to Knowledge Base |
Yes |
Yes |
Yes |
|
Support |
8 x 5 Email |
8 x5 Email |
8 x5 Email & Phone |
|
Named Resource |
Team Support |
Team Support |
Yes |
|
Time to First Response (SLA) |
2 days |
1 Day |
2hrs |
|
New Data Entry Files |
In Standard Queue |
In Enhanced Queue |
In Premium Queue |
|
2-day Data Entry Services |
No |
Up to 7 requests per month |
Up to 15 requests per month |
|
Professional Service Hours Included |
None |
2 hours per month |
10 hours per month |
|
Advisor Sales Services |
None |
None |
3 hours per month |
|
Monthly Review Metrics |
No |
No |
Yes |
|
Pricing |
Included |
$2,000 a month |
$7,000 a month |
For a dedicated Named Support Resource and/or for signing on to the Enhanced and Premium Support Packages reach out to john@cloudadvisors.ca
Download the CloudAdvisors Service and Support Package Brochure below
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