Support
World class support you can rely on
CRMnext Acidaes offers a range of support services to its customers for better experience
and continuity. Customer Support is provided to help customers minimize downtime,
maximize the benefits, and improve return on investment.
To meet the varied post Implementation support requirements of our customer, we
offer four different flavours of support services. These support packages cover
all types of support requirements from simple configuration change request to complex
product extensions:
Standard support is provided as part of the subscription. The support shall be available
to customers during business hours (Monday through Friday except holidays between
10 AM to 6 PM IST).
Support shall be provided through electronic mail. Standard Support is included
with the subscription of Professional and Enterprise Edition.
Support requests shall be responded to within 2 business days.
Silver Support is available to CRMnext customers with a maximum of 100 users. Silver
support will help you maximize value from your CRM implementation. Its value-added
services give you the agility to meet the demands of changing business needs.
Silver Support includes:
- Response to cases within four business hours
- Business hour telephonic support
- Electronic mail support
Silver support is a charged service. For pricing details please contact our sales
team.
Gold support is ideally designed to meet most of customer’s support requests. Besides
offering telephonic and electronic mail support, it includes the unique concept
of CRMnext ‘Customer Success Manager’ to address concerns and remotely administer
CRMnext. The customer success managers (CSMs) are CRMnext experts with significant
experience of working with and optimizing CRMnext.
Gold Support includes:
- Customer Success Manager
- Remote login and administration support
- Response to cases within four business hours
- Any time telephonic request logging
- Electronic mail support
Gold support is a charged service. For pricing details please contact our sales
team.
Platinum support is especially designed for large size, complex implementations.
In addition to basic support services available, it would include access to a dedicated
CRMnext ‘Customer Success Manager’ who will have complete knowledge of your CRM
setup, integrations, customizations and the CRM objectives. These dedicated CSMs
will help get an expert and personalized support on your user management, configuration
management, and integration related issues and queries.
Platinum Support includes:
- Dedicated Customer Success Manager
- Remote login and administration support
- Configuration and Integration support
- Response to cases within two business hours
- Any time telephonic support
- Electronic mail support
Platinum support is a charged service. For pricing details please contact our sales
team.
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Standard |
Silver |
Gold |
Platinum
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Availability |
Free |
$
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$ |
$
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Electronic mail support
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Response time |
2
Business Days |
4
Business Hrs |
4
Business Hrs |
2
Business Hrs
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Telephonic support |
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Release Refresher |
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Customer Success Manager |
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Pool |
Dedicated
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Remote Administration |
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Engineering level Support |
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Health Check Periodicity |
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Annual |
Half yearly |
Quarterly
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