Customer Support
Maintenance Plans
Tour de Force Maintenance Plans ensure that you get the most from your investment in Tour de Force!
Upgrade Protection |
Standard Maintenance |
Maintenance Plus |
| Available for clients who have used Tour de Force for at least one year | Available for clients who have used Tour de Force for at least one year |
Recommended |
| No software cost for major product updates/releases | No software cost for major product updates/releases | Required for first year customers |
| No access to web support site | Knowledge-base access | No software cost for major product updates/releases |
| Support credits available in block purchases | Support credits available in block purchases | Knowledge-base |
| Discounted, pre-purchased Support Credits |
The following plans are available.
For more details, continue reading below.
Upgrade Protection (10%)
Cost per year: 10% of your company's licensed software list price
(10% for upgrade protection)
Upgrade Protection is available for clients who have used the Tour de Force platform for a minimum of one year. Clients choosing the Upgrade Protection plan will be assured of having the latest available release of Tour de Force at all times, including major product releases. All upgrades will be provided to Clients with the Upgrade Protection plan at no charge. Consulting and support associated with the upgrade to new versions is not included in the Upgrade Protection support plan.
Clients choosing the Upgrade Protection support plan should have the adequate staff to internally support the day to day operation of the Tour de Force application without the need for support from The MRH Technology Group. Access to the web based support system is not available to Upgrade Protection users. Clients choosing the Upgrade Protection plan will have the ability to upgrade their support plan at any time during the support plan term to Standard Maintenance only. Clients can also purchase blocks of support credits as they are needed based on the per incident rate at the time of purchase and the guidelines outlined below.
Standard Maintenance
Cost per year: 15% of your company's licensed software list price
(10% for upgrade protection, 5% for Knowledge Base access)
Standard Maintenance is available to clients who have used the Tour de Force platform for a minimum of one year. Clients choosing Standard Maintenance will enjoy all the benefits of the Upgrade Protection plan, plus unlimited access to the web support knowledge base for Tour de Force. Clients choosing Standard Maintenance should have the adequate staff to internally support the day to day operation of Tour de Force with only the assistance of the web support knowledge base.
Clients choosing Standard Maintenance will have the ability to log support incidents and request help from the MRH Support Team after purchasing blocks of Support Credits on an as-needed basis.
Maintenance Plus
Cost per year: 23% of your company's licensed software list price
(10% for upgrade protection, 8% for pre-purchased Support Credits, 5% for Knowledge Base access)
Maintenance Plus is required during your first year of operation with Tour de Force, and is the recommended support plan for all Tour de Force clients to ensure that your investment in Tour de Force is protected. Clients choosing Maintenance Plus will enjoy all of the benefits of the Upgrade Protection and Standard Maintenance plans, plus the security of pre-purchased, discounted support credits that can be used for any of the support incidents outlined below:
Types of Support Incidents:
Standard Requests are requests that fall within the following examples:
- Requests for commonly asked questions not found in the knowledge base.
- Requests for assistance using functionality within Tour de Force
- Requests for assistance in troubleshooting or identifying environment issues. Environment issues are those issues that may exist when using Tour de Force with other applications such as MS Outlook that may have components that impact the stability of Tour de Force. Common environment issues are issues such as CDO not being installed on a user's computer, the wrong version of MDAC being installed on a users computer, etc.
Web Training Requests are those requests that fall outside of the category of a Standard Request and require time spent on-line to educate or consult a user on best practices or specific functionality when using Tour de Force. Commonly, a Web Training Request would be a request that would normally be covered in a customer training class.
Instructor Led Customer Training is available on a regularly scheduled basis for Tour de Force Product Champions, Tour de Force Administrators and Tour de Force Users.
Consulting Requests are those requests that fall outside of the normal process of supporting the Tour de Force product. Some examples of requests that would be considered Consulting Requests by MRH would be as follows:
- Consulting and/or support related to network infrastructure changes and/or hardware and software changes affecting SQL server or Exchange server.
- Consulting and/or support related to any disaster recovery of a server that impacts the stability of Tour de Force.
- Requests for assistance using Tour de Force with other 3rd party applications such as MS Outlook, MS Word, Crystal Reports, etc.
Understanding Support Credits:
Support credits are issued based upon the actual dollar amount of your support fees that are allocated to the Support Credits as outline above. This dollar amount is divided by $60 and rounded up to calculate your available support credits for the support plan period. Clients will be charged for the use of credits based on the types of support incidents that are requested from MRH.
Clients will have access to all incidents that have been logged when support credits have been used through the web support system. Any un-used support credits will carry over from one plan period to the next allowing clients to accumulate credits to be used for things such as major version upgrades and training.
Maintenance Plus clients who wish to purchase additional support credits can do so at a rate of $60 per credit and in blocks of 10 credits. Clients who have selected the Upgrade Protection or Standard Maintenance plan can also purchase blocks of support credits on an as needed basis at a rate of $75 per credit.