Customer success packages

Access to dynamic KB

1 Hour training session for users

Email\WebChat support

Remote access web-sessions for troubleshootins as needed

Automatic monitoring of user account "health" with notifications on critical issues that need user input

All in Free +

Up to 3 training sessions 1 Hour each for users

1 Application support\customization\deployment training (for admins)

Phone line support

Migration assistance

Providing inputs and best practices on migration from another synchronization tool

All in Professional +

Up to 5 training sessions 1 Hour each for users +

1 Application support\customization training (for admins):

(1 Training session can be done ONSITE at a customer location of choice)

Quarterly analytical check-ins (new features review, workflow analytics)

Custom Product Branding:

Logos

Colors

Etc.

Deployment Assistance

Premium Support (8/5/Business hours):

Assigned support professional

Direct phone line support

Bug tracking portal

Priority handling

Dedicated Customer Success Account Manager with direct communication channels

Up to 20 hours of advanced customization services included for free:

Can be used for advanced customization\configuration requests, any other advanced services around the application

POC included for free:

Minimal customizations

Assistance with POC deployment\testing

POC durationg is not counted towards billed license use if conducted within a reasonable timeframe (2 weeks)

Advance Migration assistance:

Providing inputs and best practices on migration from another synchronization tool

Testing of the migration scenario based on the actual customer setup and environment (where possible if previous tool is not custom)

Customization of deduplication logic where possible (to be counted towards the 20 free hours of advanced services)

All in Enterprise +

Up to 5 training sessions 1 Hour each for users PER YEAR +

Application support\customization training (for admins) PER YEAR:

(Any number of trainings can be done onsite)

Quarterly analytical check-ins (new features review, workflow analytics)

Deployment Assistance

Gold Support (24/7):

Assigned support professional

Direct phone line support

Bug tracking portal

Priority handling even during off-hours

Full Turn-Key Implementation:

Onsite Design Sessions to discuss requirements that suite your business cases and allow to maximize productivity for SmartCloud Connect in your business environment

1-2 days

Sessions with both Business and ITс

Detailed FDD produced by our team as an outcomeBusiness and ITс

Application customization according to the detailed requirements

Application UI

Business Logic and workflows to maximize user productivity

Any Salesforce.com objects

Up to 100 hours included for free ($17,500 value)

Locked in reduced rates for additional services for duration of contract

Ability to purchase 20 hour blocks of developer access at a discount over standard pricing

Acceptance Testing Support

On Demand assistance to discuss any issues identified

Ability to quickly log defects

Dedicated Customer Success Account Manager with direct communication channels

Full Migration assistance

Providing inputs and best practices on migration from another synchronization tool

Testing of the migration scenario based on the actual customer setup and environment (where possible if previous tool is not custom)

Migration included as part of POC

Customization of deduplication logic where possible