Request Type

Support Credits Used

Call In Requests
Any request submitted directly to an MRH team member by phone or e-mail is considered to be a Call In request

2 Credit Surcharge
above requests logged to website

*Bug
Any request that is submitted and determined to be the result of a * Bug in the Tour de Force CRM & SFA software application

0

New Feature Requests

0

Standard Request
Low Priority (48 Hour Response)

1 Credit per 15 minutes of allocated time
(Minimum 1 Credit)

Standard Request
High Priority (Same Business Day Response)

3 Credit Premium
(In addition to credit allocation
based on time spent)

Environment Requests

1 Credit per 15 minutes of allocated time
(Minimum 1 Credit)

Consulting Requests

1 Credit per 15 minutes of allocated time
(Minimum 1 Credit)

Business System Integration
Data Reconciliation

1 Credit per 15 minutes of allocated time
(Minimum 1 Credit)

Customization Requests

Quoted based on min/max or fixed price basis

Web Training Request
Scheduled in 30 minute blocks of time
(Includes web conferencing service, customer pays for phone call)

1 Credit per 15 minutes of time beyond
first 30 minutes
(2 Credits per session min.)

Training Session hosted at MRH
Attendance at Public, Instructor Led Customer
Training Sessions hosted at MRH location

16 Credits per Day ($640)

On-Site Consulting/Training

32 Credits per Day ($1,280)