Support Plans

SapphireOne Support and Service understands the importance of total commitment to ongoing care. Importantly, not only do we design and install our unique, world class solution, we also provide the continuing service. Great security comes with the knowledge that the very people who designed the solution will be supporting SapphireOne support your business growth. Your access to SapphireOne Support and Service will be direct and immediate.

To deliver our clients the best possible maintenance of their financial/ERP management solution, we offer three Support Plans: Diamond, Ruby and Amethyst. Diamond is the premium option, providing unlimited phone and email support. However, both Diamond and Ruby Support Plans are suitable to the Client/Server customers. Alternatively, Amethyst provides a cost effective solution for the single user customer.

For more details on support plans and pricing please contact our sales team at sales@sapphireone.com or telephone us on
+ 61 2 8362 4500

 

• Diamond Support Plan
• Ruby Support Plan
• Amethyst Support Plan

 

Diamond Support Plan

For a 12 month period, Diamond clients enjoy the convenience of telephone support, unlimited email support and priority booking for onsite support.

Telephone Support

Those clients on the Diamond Support Plan can call our experienced support technicians with any queries.

Unlimited Email Support

Diamond offers unlimited e-mail support service with a general turn around time of 24 hours (Business days, not including weekend and public holidays).

Priority Bookings for Onsite Support

Diamond Clients will always take preference when placing a booking for on-site consultants.

Ruby Support Plan

For a 12 month period Ruby clients are offered full e-mail support service. This is an e-mail service only, and telephone support is not included.

Unlimited Email Support

Ruby offers full, unlimited e-mail support service with a general turn around time of 24 hours (Business days, not including weekend and public holidays).

NOTE:

If an incident occurs and a number of different e-mails are sent back and forth, as long as they all relate to the one incident, they will be bundled and deducted as one single incident.

SERVICES NOT COVERED IN SUPPORT PLANS The following are examples of services that are not covered under the SapphireOne Support plans. If your organisation has any interest in or need for these services then please discuss them with your Project Manager when your Client Implementation Analysis Report is performed.

a. Pre and post implementation consultancy
b. Initial Education (on-site or classroom)
c. Data reconstruction (as a result of operator or system error)
d. General Consultancy on the use of the system
e. Site specific education
f. Operating system issues (ie. NT4, Windows 2000, Mac OS X)
g. Report design and amendments, including Quick Report, SuperReport, Direct Print Layout, Calc, Write, Draw, External Report Writers (eg. Crystal Reports and Excel Link)