Sections

Customer Support

World-Class Customer Support

Protect your BackOffice Solution investment with our tiered platform for customer support options designed to quickly assist you with 24x7 standard-to-customized technical support, including development options.

As part of our Maintenance and License Agreement for current maintenance customers, technical support is available to answer questions and resolve issues reported in our standard solutions. Customers can also access downloads of new version releases, product documentation and product training videos.


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Highlights

  • Easy web access
  • 24/7 global support
  • Fast-track issue escalation
  • Constant monitoring for compliance
Customers with Standard Technical Support have the option to purchase additional services including support for customizations, consulting services, product training, and installation or upgrade services.

  • 24x7 web-based access to our online customer support site
  • Service Level Agreement (SLA) based on issue severity
  • Quarterly Maintenance Releases of product. Contains bug fixes and/or minor enhancements
  • Annual Major Releases of product. Contains new features and enhancements to existing products
In addition to Standard Technical Support, current maintenance customers have the option to purchase “Premier Support and Development” which includes all Standard features listed as well as specialized development and support for custom applications requested by customer.

Examples of specialized work could include: technical support for customizations added to delivered BackOffice products, development of custom Web applications, or assistance with upgrading existing custom Web applications to our latest platform.

  • 24x7 web-based access to our online customer support site
  • Service Level Agreement (SLA) based on issue severity
  • Quarterly Maintenance Releases of product. Contains bug fixes and/or minor enhancements
  • Annual Major Releases of product. Contains new features and enhancements to existing products
  • Pre-determined bank of our resource hours with named resources assigned to the hours. Hourly rate reflects a discount applied to “On-Demand” hourly rate
  • Banked hours will be evenly spread over the Annual Maintenance Term
On-Demand Supplemental Support is a useful option for those circumstances when current maintenance customers require short-term project assistance with development and support for custom applications.

Typical “On-Demand” support could include technical support for customizations added to delivered BackOffice products, development of custom Web applications and custom upgrades such as upgrading an existing custom Web application to our latest platform version.

  • An agreed-upon hourly rate that will be applied to each Supplemental Support request made during the term of the agreement
  • Requires a Statement of Work (SOW) to be completed for each Supplemental Support request that describes requirements, deliverables and project estimate of tasks and completion date
  • Quarterly Maintenance Releases of product. Contains bug fixes and/or minor enhancements
  • Requires customer approval of SOW
  • Actual time & materials will be billed at agreed-upon hourly rate — Hourly rate is higher than “Premier Support and Development” hourly rate

Supply Chain Error Reduction and Improved Efficiency

Ashley Colyer, Solution Delivery Manager of Foodstuffs North Island New Zealand, shares his experiences embarking on a program to implement SAP throughout their support and distribution centers.
 
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