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Sage SalesLogix ClassicCARE Support |
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ClassicCARE
Program
ClassicCARE has been designed to provide
more flexible, friendly and uniquely focused
solutions to our customers. It's intended
to offer the customers the ability to
tailor their support needs.
Beyond the ClassicCARE solution, there
exists Plus and SDK upgradable options
available to cover higher levels and more
diverse support needs. In addition, the
CustomerCARE program is offering RSA,
a program that allows customers to further
tailor their needs.
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 CustomerCare Brochure (PDF 330 kb) |
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ClassicCARE |
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Unlimited
telephone support
from our Technical
Support Analysts
during operating
hours (6:00am
to 5:00pm MST,
Monday through
Friday, excluding
holidays) |
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Unlimited
access to Web
Ticket support
via SupportOnline |
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24x7
unlimited support
at our self-service
website, SupportOnline |
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Remote
diagnostic help
that allows our
Technical Support
Analysts to link
directly to your
customer's system
so they can see
— and solve
— the problem
firsthand |
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Reports
showing number
of calls, response
times, and open
issues for greater
accountability |
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Term: Annual |
| Pricing: 10% of MSRP |
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ClassicCARE
Plus (annual term cost 13%
MSRP) |
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Unlimited
telephone support
from our Technical
Support Analysts
during operating
hours (6:00am
to 5:00pm MST,
Monday through
Friday, excluding
holidays) |
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Priority
call handling
with a guaranteed
two-hour response
to customer calls |
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24/7
emergency support
(up to five Level
1 incidents per
year as outlined
in the contract) |
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Unlimited
access to Web
Ticket support
via SupportOnline |
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24x7
unlimited support
at our self-service
website, SupportOnline |
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Remote
diagnostic help
that allows our
Technical Support
Analysts to link
directly to customer's
system so they
can see —
and solve —
the problem firsthand |
|
Reports
showing number
of calls, response
times, and open
issues for greater
accountability |
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Term: Annual |
| Pricing: 13% of MSRP |
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Software
Developer's Kit (SDK) Support
(Annual Term $5,000)
SDK is an Integration Support
application that includes
the necessary tools for modifying
and/or customizing Sage SalesLogix
products. |
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Clarify
the use of functions
and parameters
as they are listed
in SalesLogix
or the Developers
Reference Online
Help Systems |
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Assist
with errors pertaining
to Sage SalesLogix
function calls |
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Define
limitations within
the Cypress Enabled
environment |
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Clarify
controls that
are available
through Sage SalesLogix
views |
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Clarify
and test functions
in the Sage SalesLogix
library that can
be included in
C++, Visual Basic,
and Delphi applications |
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Assist
with using the
Sage SalesLogix API
as a COM Object |
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Term: Annual |
| Pricing: $5,000. |
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Remote
Sage SalesLogix Administration
(RSA)
To enhance your ClassicCARE
programs customers may select
the RSA program. RSA helps
prevent system problems with
consistent diagnosis and maintenance. |
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Consult
with customer
on best practices
for better data
management |
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Perform
general and targeted
system diagnostics
aimed at issue
resolution |
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Apply
hot fixes and
service packs |
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Proactively
monitor customer's
Sage SalesLogix database
to maintain data
integrity |
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Establish
database backup
and maintenance
procedures |
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Perform
routine Sage SalesLogix
and database management
tasks for peak
system performance |
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Term: Quarterly or Annual |
| Pricing: Call for pricing |
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