$1,350.00

The customer is entitled to a maximum of five logged cases or four hours of consulting each month for the final five months through BxC contact channels (email and phone).

SKU: SUPPORT-001 Category:

The customer is entitled to a maximum of five logged cases or four hours of consulting each month for the final five months through BxC contact channels (email and phone).

Please note any direct calls or emails to BxC employees will also be treated as a case request and logged manually to avoid circumventing of the support system.

Cases expire at the end of each month and do not roll over.

Case requests are based on basic configuration requests that take approximately 1 hour. E.g. Page Layout change, Single report or single workflow. Requests will be assessed for complexity and client will be informed if the request is more than a single case request in time and complexity or larger.

  • All resolution times are based on best effort and are subject to the complexity of the case.
  • All support packages are provided with email support for case logging and phone support for urgent cases. If required screen sharing.
  • Minimum contract term is three months.

Out of Scope

The following is deemed to be out of scope of the purposes of this engagement:

  • Salesforce code and development (Visualforce and APEX code);
  • Installation and configuration of any AppExchange packages;
  • Detailed design documents of configuration undertaken;
  • Data cleansing and migration.
  • Items requiring greater than two hours of work are not deemed to be a case.

Please note each case logged will be assessed by BxC and re-evaluated for severity, the client will be notified of any change.

Case Description Priority Response Time Resolution Time
Small configuration change, with minimal to no impact to BAU. No users are impacted and can complete all tasks in Salesforce.

 

Field Customisation

Page Layout Update

Lightning Page Layout

Dashboards

Low Within 3 business days Within 30 business days
Moderate impact to BAU. Users are inconvenienced, but are able to workaround issue to complete tasks.

 

Multiple dashboard & reports issue

Data loading or data mapping activities

Medium Within 1 business day Within 14 business days
High impact to BAU processes, multiple or critical user/s are impacted and can not complete tasks.

 

Automated workflow issue

Custom object issue

Security issues:

User access

Profile

Permission sets

Role hierarchy

Sharing rules

High Within 3 Hours Within 3 business days
Critical impact to BAU. Users can not use the system.

 

System is down

Users cannot login

Urgent Within 1 Hour Within 1 Day**

 

**For urgent cases, BxC is obligated to provide hourly updates to the customer as to where the solution is at until the case is resolved.