This enables you to post any issues or faults your are experiencing and allow people within the forum (which will include the SuiteCRM team) to offer help and advice. You can also search the old posts for assistance. This is complete FREE to use, however as this is forum support there are no SLA's for this option. Visit SuiteCRM Forum
This is designed specifically for users who need a quicker and more robust fault support system in place. We currently offer 3 dedicated support packages. Each package has been carefully structured to accommodate a range of business needs and budgets. The fantastic news is unlike most support packages these are not determined by the number of users you have, it is only calculated on the number of support hours you choose. This way we can save you thousands of pounds each year as you are only paying for the time we spend helping your business with faults not on the number of users you have.
Additional development and migration of other systems are not included in the support package's. However if you require additional development and migration costs then please contact our team on contact us form.
|Business Day||A day (not being a Saturday or a Sunday) when clearing banks are open for business in the City of London.|
|Reportable Incidents||Any verifiable and reproducible failure of the Products to materially conform to the Specifications unless such failure (a) results from Customer misuse or improper use of the Products; (b) does not materially affect the operation and use of the Products; (c) results from the modification by Customer or any third party of the Software or Hardware in a fashion not contemplated by the Agreement; or (d) results from Customer failure to implement in a timely manner any relevant improvements or modifications to the Products provided to Customer by SalesAgility.|
|Error Correction||Either a modification or addition to, or deletion from, the Products that materially conforms to SalesAgility's published Specifications, or a procedure or routine that, when observed in the regular operation of the Software, eliminates that material adverse effect on Customer of such Error.|
|Severity 1 Error||Means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available and (i) all or a substantial portion of Customer's mission critical data is at a significant risk of loss or corruption; (ii) Customer has had a substantial loss of service; or (iii) there has been a breach in security of access to personal data. No issues with client Software or third-party software will be treated as a Severity 1 Error. Laboratory, demonstration systems or any system that has not completed UAT are excluded from Severity 1 Errors. SalesAgility reserves the right to downgrade Severity 1 Errors if Customer does not provide appropriate resource to assist in the resolution of the problem.|
|Severity 2 Error||Means that major functionality is severely impaired such that (i) operations can continue in a restricted fashion, although long-term data integrity might be adversely affected; or (ii) only a temporary workaround is available. No issues with client Software or third-party software will be treated as a Severity 2 Error.|
|Severity 3 Error||Means a partial, non-critical loss of functionality of the software such that the operation of some component(s) is impaired but allows the user to continue using the Software.|
|Severity 4 Error||Means general usage questions and cosmetic issues, including errors in the Documentation.|
|Response Time||The time taken by SalesAgility to allocate a case reference number to the fault, confirm the Error level, and acknowledge receipt of the fault to the customer.|
|Max hours of support||SalesAgility are under no obligation to correct errors once the maximum support hours have been consumed.|