Choose the success plan that's right for your business.
Our four levels of success plans help your business get access to the right level of help and expertise when you need it.
Our customer success plans provide peace of mind that your technology infrastructure is going to be kept reliable and efficient. Access our team of skilled professionals with in-depth knowledge and expertise that will help to address issues quickly and keep your operations running smoothly.
Essential
£6,300 Per Year
- 40 support hours per year
- Hours of operation between 08:00am-05:00pm Monday to Friday
- Incident management
- User support
- Escalation handling
Enhanced
£12,040 Per Year
- 80 support hours per year
- Hours of operation between 08:00am-05:00pm Monday to Friday
- Incident management
- User support
- Escalation handling
Elevated
£17,220 Per Year
- 120 support hours per year
- Hours of operation between 08:00am-05:00pm Monday to Friday
- Incident management
- User support
- Escalation handling
Dive deeper into the detail of our support packages:
What we mean by: Software support maintenance
- Software support – Assistance with application errors. It does not include errors when working with specific projects.
- License support – Assistance with license issues, upgrades, and deployments. It does not include configuration upgrades, i.e. Specifications or Import Profiles.
- Free upgrades – Free upgrade or downgrade to any supported version of applications for which maintenance is active.
What we mean by: Incident management
- Receive and log service requests and incidents related to agreed supported software / services through the providers ticketing system: provide initial assessment and attempt resolution.
What we mean by: User support
- Assist users / client with queries related to agreed support software / services issues: guide through basic troubleshooting steps.
What we mean by: Escalation Handling
- Identify issues that require second line support and escalate accordingly, ensuring a smooth handover and continued communication with the user / customer
What we mean by: Support days
- 1 support day is equal to 8 working hours.
What we mean by: Hours of operation
- Support is available from 8:00AM to 5:00PM BST Monday to Friday excluding public holidays. After hours support is through the providers ticketing system and all issues will be action on the next available working day.
Talk to us about arranging a support agreement with CAD-IT
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