|
|
Customer Care Programs
The Shafer Solutions Customer Care Programs are our solution to a one price annual support plan. We realize that the support requirements of every company are unique; however, at the request of our clients we developed two plans which we believe fit the needs of a wide variety of organizations. Review the two plan options below and determine if a flat fee annual plan is the right path for you! Fill out the form below and we will be in touch to answer any questions you may have.
The Basic Customer Care (BCC) Plan
This plan provides a basic maintenance plan for client’s who do not need to upgrade their software every year, who purchase their Software Maintenance Plan directly from Sage, and only need basic telephone support. The BCC Plan includes the following:
- Unlimited Telephone Support to be used towards the resolution of problems that may develop with the software over the course of the Plan.
- Telephone support includes:
- MAS90/200 error troubleshooting
- Basic network/hardware questions and issues as they relate to installing or running MAS90/200
- General procedure, processing, or workflow questions
- Assistance with accessing and installing downloads from Sage
- Pre-upgrade preparation assistance
- Generally, telephone support does NOT include:
- Training
- Installation of upgrades
- Building custom reports or modifications
- Integration issues with 3rd party software
- One training session which may be selected from the following options:
- Up to 1 full day of Shafer Solutions Classroom Training, which may include such topics as year end procedures, upgrade training, or a Crystal Reports class, OR
- One-half day of on-site training on topics determined by the client
- A 10% discount (added on top of any other discount offered by the Software Vendor) on the purchase of any additional software product.
- Unlimited number of attendees at the Shafer Solutions Users Forum.
The Total Customer Care (TCC) Plan
This plan packages services and software updates into one comprehensive plan that is renewed annually, making it easier for our clients to fund and budget the maintenance and support needs of their business management system. The TCC Plan includes the following: - The Standard Maintenance Plan from Sage for your MAS90/200 software, including all the associated products and services:
- Upgrades to your current modules as they are released
- Product enhancements and software fixes as they are released
- Unlimited access to the Sage online knowledge base
- Payroll tax table updates
- All other benefits provided under the vendor’s plan
- Unlimited Telephone Support to be used towards the resolution of problems that may develop with the software over the course of the Plan.
- Telephone support includes:
- MAS90/200 error troubleshooting
- Basic network/hardware questions and issues as they relate to installing or running MAS90/200
- General procedure, processing, or workflow questions
- Assistance with accessing and installing downloads from Sage
- Pre-upgrade preparation assistance
- Generally, telephone support does NOT include:
- Training
- Installation of upgrades
- Building custom reports or modifications
- Integration issues with 3rd party software
- Annual system review – performed by our systems consultant, software consultant, and customer service representative. The purpose of the annual review will be to check on the operation of the software and disaster recovery procedures, discuss ways to improve processes and performance based on industry best practices, and to discuss ways to enhance benefits received from the product.
- Once per year, the services, travel time, and expenses to install one software update, including all service packs, third party products, and customizations.
- One training session which may be selected from one of the following:
- One full day of Shafer Solutions Classroom Training which may include such topics as: year-end procedures, upgrading, or a Crystal Reports class.
- One-half day of on-site training on topics determined by the client.
- A 10% discount, added on top of any other discount offered by Sage, off of the purchase price of any additional software product.
- Unlimited number of attendees at the Shafer Solutions Users Forum.
*Not all customers can be quoted a CCP price due to their unique system configuration. If you would be interested in getting a CCP evaluation, email us and you will be contacted.
|
|
