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.
Page Layout Update
Lightning Page Layout
|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
|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.