Accpac Support Options

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Accpac Support Options

• BAASS Service Level Agreement
• September 2007

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Objective

• What Support Services does BAASS offer?
• How do we facilitate these Services
• What Support Agreement Options are available?

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Panic!
Strategic...
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Strategic Support Services

• Requirements Analysis
• Implementation Consulting
• Training
• Customization

• Integration Development
• Financial Reports
• Management Reports
• Marketing Forms
• 3rd Party Enhancements

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Facilitation

• Contact
• Account Manager, or
• Lead Consultant
• Provide a Quote

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Technical Support

• Application navigation, process, errors
• Database
• Environment

Error!
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Facilitation Help Desk

• Use SageCRM to manage
• Telephone [phone]
• Email support_at_baass.com
• Remote Assistance
• Web Self Service (coming soon)

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Web Self Service
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Escalation

• Level 1 Help Desk
• Troubleshoot, identify resolve
• Level 2 Product Specialist
• Level 3 Product Manager

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Support Agreement Options

• Annual Support
• Block Support
• Per Incident Support

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Annual Support Agreement

• Focus Limit Support Costs
• New Implementations/Users Proactive Approach
• Unlimited, Level 1 Technical Support
• Financial Operations Suite Canadian Payroll
• 3 Levels Silver, Gold, Platinum
• Starts _at_ 300/module 100/User

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Annual Support Agreement

• All Levels
• Priority Support
• Re-Discovery Meeting
• Free Classroom Training
• Annual Site Inspection
• Software Purchase Awards

• Year-end Preparation
• User Group Member
• Accpac Live Conference
• Gold Platinum Levels
• System Upgrade
• Service Credit

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Block Support Agreement

• Focus Upcoming Projects
• reports, upgrade, new module implementation
• Any service BAASS offers
• Purchase Agreement - Receive a Service Credit
• Available for 3K, 6K 15K
• Larger the Agreement, Greater the Credit

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Per Incident

• Focus
• Low Support Requirement
• Non Business-Critical system
• Use Support Services as Required
• Pay As You Go

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Next Steps

• Review available Options - SLA
• Discuss with your Account Manager or Lead
  Consultant
• Complete the SLA return to BAASS

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