SUPPORT

Our support service is designed to provide a wider scale of benefits such as CRM version upgrades, service pack management, custom code maintenance, onsite and remote support, fixed response times, annual systems reviews, knowledge base, Disaster Recovery Plan (DRP), support issues reporting and end-of-year reviews. Our certified and dedicated support team has expert knowledge and experience to make sure you get the support you deserve.

With Devtac, you're assured of high quality service and support.

Our Support Services include:

Service Level Agreements: Contract Agreements, Quarterly or Annually Renewal

Our service level agreement (SLA) is a contract between Devtac and our Client user that defines the level of service expected from us. SLAs are output-based, in that their purpose is specifically to define what the customer will receive.

Premium Remote Support:

Access to our helpdesk is via email, phone or web portal for assistance with issues of a support nature that can be addressed through email or via remote access. With our web-based support technology, our support staff can, with your permission, take over your computers to provide temporary hands-on assistance. This technology can also let us visually present the solutions to your support calls over the internet.

Premium Onsite Support:

Our support team can go onsite to provide the support needed

Annual System Review:

Upon request, we can provide an annual review of the suitability of the existing SugarCRM modules and configuration compared with evolving requirements and changing business circumstances.

DRP Updates:

Disaster Recovery Plans are a common-sense approach to system recovery in the event of a catastrophic event. SugarCRM system architecture, movements in contemporary technologies, the clients’ adherence to infrastructure specifications and operational demands, together with Devtac team experience, leads to an acceptable managed risk scenario. (This is not applicable for “On Demand” deployments.)

Annual Data Inspection:

Upon request, we can provide data reviews and reports on system maintenance and housekeeping activities.

Briefings:

We are also able to offer periodic briefings covering new developments and the strategic direction of your hosting, CRM, and add-on products. The client will be in a superior position to manage risk and plan for the future.

SUPPORT

Our support service is designed to provide a wider scale of benefits such as CRM version upgrades, service pack management, custom code maintenance, onsite and remote support, fixed response times, annual systems reviews, knowledge base, Disaster Recovery Plan (DRP), support issues reporting and end-of-year reviews. Our certified and dedicated support team has expert knowledge and experience to make sure you get the support you deserve.

With Devtac, you're assured of high quality service and support.

Our Support Services include:

Service Level Agreements: Contract Agreements, Quarterly or Annually Renewal

Our service level agreement (SLA) is a contract between Devtac and our Client user that defines the level of service expected from us. SLAs are output-based, in that their purpose is specifically to define what the customer will receive.

Premium Remote Support:

Access to our helpdesk is via email, phone or web portal for assistance with issues of a support nature that can be addressed through email or via remote access. With our web-based support technology, our support staff can, with your permission, take over your computers to provide temporary hands-on assistance. This technology can also let us visually present the solutions to your support calls over the internet.

Premium Onsite Support:

Our support team can go onsite to provide the support needed

Annual System Review:

Upon request, we can provide an annual review of the suitability of the existing SugarCRM modules and configuration compared with evolving requirements and changing business circumstances.

DRP Updates:

Disaster Recovery Plans are a common-sense approach to system recovery in the event of a catastrophic event. SugarCRM system architecture, movements in contemporary technologies, the clients’ adherence to infrastructure specifications and operational demands, together with Devtac team experience, leads to an acceptable managed risk scenario. (This is not applicable for “On Demand” deployments.)

Annual Data Inspection:

Upon request, we can provide data reviews and reports on system maintenance and housekeeping activities.

Briefings:

We are also able to offer periodic briefings covering new developments and the strategic direction of your hosting, CRM, and add-on products. The client will be in a superior position to manage risk and plan for the future.