c360 PRODUCTS
c360 Support Plans
c360 Solutions offers two technical support plans;
Our standard plan is included in all
Productivity Pack purchases for one year from date of
initial license purchase. Our Premium Support Plan is
available for an additional 10% of list license price per
year and may be added to any Productivity Pack purchase.
Standard Technical Support Plan (Email only with
response time guidelines)
- Acknowledge Receipt of emails: immediate automated response
- Technician responds to request (via email or return phone call): within 4 business hours
- Level 1: Critical issues causing Microsoft CRM to be down and unusable are resolved within 8 business hours
- Level 2: Issues causing one or more c360 products to be down and unusable are resolved within 24 business hours
- Level 3: All other issues are resolved within 48 business hours
- All timeframes are based on the time at which c360 is notified of the issue
- The response time guarantees above cover only technical issues that cause c360 products to behave differently than described in the user documentation, and does not cover general inquiries such as functionality questions, training related questions, requests for enhancements, etc
- Business hours are from 8:00 AM to 8:00 PM eastern time (GMT -5) exclusive of US federal holidays
- Problems are considered resolved when the functionality of the affected c360 products is restored to that described in the user documentation. However, in the event of more complex software errors that require extra time to resolve, the response time requirements above shall be satisfied when a clear plan of action with timeline is communicated to the customer and a temporary workaround has been provided
Premium Technical Support Plan (Email and Phone with guaranteed response times)
- Customers who purchase premium support have access to a dedicated phone number
- The customer will provide c360 with the names of 4 authorized technical contacts
- c360 will only provide premium technical support to the four individuals listed on this authorization list
- If a support specialist is not immediately available to answer the call and the customer leaves a message, a c360 technician will call the customer within 1 business hour
- Level 1: Critical issues causing Microsoft CRM to be down and unusable are resolved within 4 business hours
- Level 2: Issues causing one or more c360 products to be down and unusable are resolved within 8 business hours
- Level 3: All other issues are resolved within 16 business hours
- All timeframes are based on the time at which c360 is notified of the issue
- The response time guaranteed above cover only technical issues that cause c360 products to behave differently than described in the user documentation, and does not cover general inquiries such as functionality questions, training related questions, requests for enhancements, etc
- Business hours are from 8:00 AM to 8:00 PM eastern time (GMT -5) exclusive of US federal holidays
- Problems are considered resolved when the functionality of the affected c360 products is restored to that described in the user documentation. However, in the event of more complex software errors that require extra time to resolve, the response time requirements above shall be satisfied when a clear plan of action with timeline is communicated to the customer and a temporary workaround has been provided
In the event that c360 does not meet the response times required by the plans outlined above, and the Client has not waived (in writing or email) the provisions of this Service Level Agreement for a particular incident, c360 will extend Client’s existing support coverage at no additional charge as follows:
- For critical issues causing Microsoft CRM to be down and unusable – Two Months
- For issues causing one or more c360 products to be down and unusable – One Month
- For any other issue - Two Weeks