Support Offerings

Business Users expect the best – Can you provide it?

Expectation on service levels are higher and higher. Business Users expect their CRM and Marketing Automation solutions to work and issues to be resolved immediately.   Can your support team alone provide this? Is it cost effective? …Or is there a better way.

Managed Services & Self Sufficiency

MasterSolve provides a full range of Managed Services capabilities that can be tailored for your company. Whether you are looking for a fully outsourced Managed Support or just access to our team of experts on a moment’s notice when you are out of answers, MasterSolve has Support offerings that work for you.

The managed support services offered MasterSolve provide the ability to manage and maintain your CRM applications and the related database systems. Our Customer Response Center (CRC) offers comprehensive operation support services, including the following:

  • Help Desk
  • Applications and System Maintenance
  • Management and Configuration Services
  • Upgrade Services
  • Technical Enhancements
  • Software Vendor Bug-fix Coordination

MasterSolve provides a responsive Service Level Agreement (SLA) to ensure issues are attended and resolved quickly.

Timely attention is key for your users

Incidents will be received through phone and email.

A key component of every successful CRM Implementation is knowledgeable and responsive Technical Support.

MasterSolve offers three competitive levels of Support Plans to protect your software investment and ensure you get the most out of your solution.

Professional Direct Support, Essential Care and Premium Care, with service levels to meet a wide range of needs.

Professional Direct Support - Hourly Developer Support

Need some support in a pinch, having an issue you need some additional help with, this option provides you with hour blocks of time with our professional developers.

This support agreement option provides access to MasterSolve Experts virtually via skype or Google Hangout. Quick turnaround of 1 business day. You’re able to submit an unlimited number of tasks in 1-hour service blocks.

Recommended for:

  • Hotfixes and Online Releases
  • Service Packs
  • New Versions

Support Services

MasterSolve Online Support

Create and manage your Support Cases to get personalized help from our experienced Support Analysts

24/7 Online Support During Normal Business Hours

Support Case Help — Target response time is 2 hours during normal business hours

Named Key Contacts — You may designate 1 named Technical Contact from your company who may contact MasterSolve Technical Support for all CRM issues.

 

Essential Care - Pre-Paid Support Blocks

This support option provides Online and Telephone Support for 4 named contacts.

This support agreement option provides access to MasterSolve Experts over the telephone of virtually via skype or Google Hangout. Quick turnaround of 2 hours. You’re able to submit an unlimited number of tasks (based on the blocks of service).

Recommended for:

  • Hotfixes and Online Releases
  • Service Packs
  • New Versions

Support Services

MasterSolve Online Support

Create and manage your Support Cases to get personalized help from our experienced Support Analysts

24/7 Online Support During Normal Business Hours

Support Case Help — Target response time is 2 hours during normal business hours

Named Key Contacts — You may designate 3 named Technical Contacts from your company who may contact MasterSolve Technical Support for all CRM issues

Telephone Support

Priority routing of all telephone support calls during Normal Business Hours

 

Premium Care Subscription Support

Focus on your Business and not Support for your CRM Software Investment. Our Premium Care support plan requires a 3-month minimum commitment and can expand to a 12-month service agreement.

Regular touchpoints are invaluable to clients and result in a tighter alignment in responding to the daily demands of every organization. This regularly scheduled open forum ensures success across the operational teams:

  • Support issues are reviewed including specific incident reports
  • Roles and responsibilities are adjusted based on operational priorities
  • Any issues or changes are addressed in a timely manner
  • Maintenance scheduling is clearly communicated
  • Recommendations on an new Software releases or support packages

The frequency of these meetings is normally monthly but can take place as frequently as every week during major changes.

Recommended for:

  • Hotfixes and Online Releases
  • Service Packs
  • New Versions

Support Services

MasterSolve Online Support

Create and manage your Support Cases to get personalized help from our experienced Support Analysts

24/7 Online Support During Normal Business Hours

Support Case Help — Target response time is 1 hour during normal business hours

Named Key Contacts — You may designate 5 named Technical Contacts from your company who may contact MasterSolve Technical Support for all CRM issues

Telephone Support

Priority routing of all telephone support calls during Normal Business Hours

 

Find the Support plan that is right for your Organization

Support Plan Features

Premium Care**

Essential Care**

Professional Direct*

Online Support

24/7 Support Portal

Support Services

Telephone Support during normal business hours

Priority Routing of Issues and Inbound Phone Inquiries

One-hour targeted response time.

Designated Support Contact

Online Support Request – during normal business hours

Targeted 2-hour response

Remote diagnostics (initiated with client authorization only)

Named Key Contacts (Additional contacts are available to purchase for Premium Care customers)

5

3

1

* Credit card pre-authorization for the total Number of hours purchased is required at time of Purchase

** Support blocks must be used within a 12 month period of Purchase