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
Framework
G-Cloud 12
Service ID
3 9 7 7 9 2 1 4 9 4 0 2 0 8 0
Contact
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