Maintenance Plan Options Maintenance Plan Fees Support Credits Call In Support Renewell Process Types of Requests Covered Request Type/Credits Used
Roadmap to Success
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Bugs are any request that is submitted to the MRH Extended Services Team and determined to be the result of a bug in the Tour de Force CRM & SFA software application is not charged support credits, regardless of the time spent by MRH on the request. A "Bug" is defined as any issue that requires code change by the MRH Development staff to rectify. Any request that involves a problem specific to a single user's computer or specific to the Client's network Environment, and is not repeatable on other user's computers or other Client networks are not considered to be Bugs, unless code changes are made to resolve the request. These types of support requests are considered to be an Environment type of request.
New Feature Requests are any request that is submitted to the MRH Extended Services Team and determined to be an enhancement to the Tour de Force CRM & SFA software application is not charged support credits. The input of users is critical to the continued development lifecycle of the Tour de Force CRM & SFA application. The MRH Technology Group strongly recommends submitting all new Feature Requests through the MRH web support site. All Feature Requests that are submitted can easily be tracked through the support site to check the status of the request directly from the MRH development database.
Standard Requests are requests that typically, but not always, fall within the following examples:
Standard Requests are typically handled by the MRH Extended Services Team, and when required, can be escalated to the environment consultant or business consultant that is assigned to the Client's account. Prior to a support agent escalating a request to a consultant, the client must approve the escalation of the request due to the nature of how the requests are charged. Some examples of requests that may be escalated to the consulting team are:
Environment Requests
Consulting to Define Business Processes
Web Training Requests
Business System Integration -Data Reconciliation
Instructor Led Training
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 CRM & SFA . Commonly, a Web Training Request is a request that would normally be covered in a customer training class.
Instructor Led Customer Training is available on a periodic basis for Tour de Force CRM & SFA Product Champions, Tour de Force CRM & SFA Administrators, and Tour de Force CRM & SFA Users. Instructor led training classes are hosted by The MRH Technology Group at an MRH location or at a public location. Classes are typically ½ to 1½ days in length.
Consulting to Define Business Processes is a common function performed by the MRH Consulting team. After the initial installation of Tour de Force CRM & SFA , Client's often need assistance setting up the best practices and business processes required to take advantage of new and/or advanced functionality that is offered within the Tour de Force CRM & SFA solution that may not have been a part of the original project scope. As a part of a Client's Maintenance Plan, support credits can be used for the consulting time required by MRH to assist the Client with this type of need.
Environment Requests for assistance in troubleshooting or identifying environment related issues that are specific to a Client's IT infrastructure or a specific computer at the Client are not considered to be Tour de Force CRM & SFA specific. Environment requests are typically related to issues on the Client's network that are impacting the overall speed and performance of how Tour de Force CRM & SFA is operating on the Client's network. Some examples of requests that are considered Consulting Requests by MRH Extended Services Team are as follows:
Customization Requests sometimes result from specific needs that a Client has that and are not supported through the configuration tools available in Tour de Force CRM & SFA. In these cases, MRH will quote the Client for customizations in two different forms. MRH will quote customizations on a fixed price basis or based on an estimate of hours with a not to exceed amount. Any customization developed by MRH for a Client is not covered by the Maintenance Plan. When software upgrades are performed on the Client's systems, it is the responsibility of the Client to fully test any customizations that they have purchased. Any additional development time that is required by MRH in order for the customization to work on a new release will be billed to the Client through support credits or direct invoicing.
Business System Integration - Data Reconciliation often require the assistance of a consultant and the MRH development team. During the implementation of Tour de Force CRM & SFA and for a period of 30 days following the go-live training, the MRH implementation team works closely with the Client's team to make sure all BSI data is accurate and properly reconciled to the sales numbers being reported by the business system. The Client is responsible for reporting any discrepancies in the BSI data to MRH during the “Data Reconciliation” phase of the implementation, or within a 30 period after go-live training. After a period of 30 days following the go-live training, time spent by the MRH team reconciling BSI data will be considered billable time through support credits. If, during the process of reconciling the data the issue is found to be related to a bug in the BSI Connector or in the Tour de Force CRM & SFA application, support credits will not be charged. If the issue is related to how information is being captured from the business system related to something unique to the Client's environment, support credits will be charged.
