Salesagility Ltd

SuiteCRM Support

SalesAgility provides SuiteCRM helpdesk support services for any users that use SuiteCRM. We provide three different levels of support package segmented by usage levels delivered annually.

Features

  • Helpdesk Support
  • Helpdesk Training to Support Users needs
  • SuiteCRM Configuration Requests
  • Service Level Response Time
  • Break Fix Support
  • Bug Reporting and Resolution

Benefits

  • Increases User Adoption
  • Increases Efficiency
  • Tailored the CRM to your specific needs
  • Reduces business risk and costs

Pricing

£600 to £800 a person a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dale.murray@salesagility.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 9 7 7 9 2 1 4 9 4 0 2 0 8 0

Contact

Salesagility Ltd Dale Murray
Telephone: 01786 585 499
Email: dale.murray@salesagility.com

Planning

Planning service
Yes
How the planning service works
A SalesAgility Business Analyst will spend time with the different stakeholders to understand the requirements in greater detail. This is done through Requirements Workshops. Workshops are usually on-site engagements and are broken down by business area.

Once the workshops have been completed, these requirements are articulated in a Requirements Specification Document. The document will be broken into themes for each Functional area. The Business Analyst will write the requirements as User Stories so that it is easily understood by non-technical personnel. Each User Story will be given multiple Acceptance Criteria. These are the conditions that the functionality must meet for the User Story to be accepted by the customer. Again, these are written in non-technical language and
designed to be consumed by technical and non-technical personnel.

A Requirements Specification Document will go through several iterations. It will be reviewed and revised in partnership with the client and once it is agreed and accepted, both parties are aligned for the Development phase.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
SuiteCRM

Training

Training service provided
Yes
How the training service works
SalesAgility can provideFlexible bespoke training on SuiteCRM. Includes User Core Training, Module specific, Report Writing training, System Administration Training, Workflow building and API training.

A Business Analyst will deliver training either remotely or on-site and will cover the core use of the CRM. System Administration training is also included which will train the power users how to configure the CRM and align the system with their business terminology.
Training is tied to specific services
Yes
Services the training service works with
SuiteCRM

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
SalesAgility provide Data Migration services to SuiteCRM. This includes liaising with your current provider to ensure we can export the data out of the legacy system and migrating it to your new cloud SuiteCRM service.
Setup or migration service is for specific cloud services
Yes
List of supported services
SuiteCRM

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We provide Quality Assurance testing when custom development work has been completed on SuiteCRM. Our QA team will write test cases which the code must pass in order for the feature to be accepted.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Silver Support - 15 hours of Support Annually which costs a total of £1500+VAT.
Gold Support - 30 hours of Support Annually which costs a total of £3000+VAT.
Platinum Support - 50 hours of Support Annually which costs a total of £5000+VAT.

All tickets are handled by an in-house helpdesk support team escalated internally when required.

Service scope

Service constraints
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLA differs between packages:
Silver:
Severity 1: Within 2 Hours
Severity 2: Within 6 Hours
Severity 3: Within 2 Working Days
Severity 4: Within 10 Working Days
Gold:
Severity 1: Within 1 Hours
Severity 2: Within 5 Hours
Severity 3: Within 2 Working Days
Severity 4: Within 10 Working Days
Platinum:
Severity 1: Within 0.5 Hours
Severity 2: Within 4 Hours
Severity 3: Within1 Working Days
Severity 4: Within 5 Working Days

Platinum Support allows weekend support providing the level is a Severity 1 and this is answered within 0.5 hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Silver Support - 15 hours of Support which costs a total of £1500+VAT.
Gold Support - 30 hours of Support which costs a total of £3000+VAT.
Platinum Support - 50 hours of Support which costs a total of £5000+VAT.

All tickets are handled by an in-house support team.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£600 to £800 a person a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dale.murray@salesagility.com. Tell them what format you need. It will help if you say what assistive technology you use.