Introduction

Enterprise Solutions – ERP, CRM, BI, and Business Portals – yield business benefits only when consumed efficiently by the uses As businesses grow and scale up, these systems require adaption, enhancements, occasional technical support and the users require access to consultant’s time and mindshare. This document provides the various standard support plans available to Trident customers. Being on one of the support plan brings to a customer the following advantages:

  • Access to the Trident 24×7 online helpdesk support portal
  • Predictable response time
  • Priority handling (in comparison to unscheduled support requests)
  • Connect and contact with a named Trident consultant under some plans

Support Plans

Trident offers various Support Plans to customers to choose from – based on the needs of the customer. Following are our standard plans for customers who are Indian organizations, for their Indian operations.

Plan A: Full Time Dedicated Resource

A dedicated resource is allocated for the customer who remains available 100% to provide the needed support. The scope of this plan includes addressing both Support needs as well as handling Change Requests. If a certain change request requires more resources (over and above the 1 dedicated resource), prior approval is taken from the customer for the additional effort and cost. The customer will be invoiced for the additional effort spent immediately. Under this model a named resource is available to the customer.

Minimum tenure for this plan is 1 month.

Plan B: Shared Resource

Under this plan the customer commits to a minimum 5 days of support need per month. The need may come up at any time during the month, in one or more instances. In case the customer does not utilize all of 5 days during a particular month, the balance days are carried forward to the next month, but lapse at the end of every quarter (March, June, September and December). The scope of work in this case includes both support and change requests. If the work identified requires more than the balance number of days for that month/ quarter, Trident informs the customer and takes prior approval for the additional effort and cost. This additional cost will be immediately invoiced. In this model the Trident consultant is shared with another Trident customer.

Minimum tenure for this plan is 3 months.

Plan C: Time Package

In this model the Customer commits to 200 hrs of support need over a period of 12 months. Response time would be 1 business days after logging of the issue. The support resource will remain a shared resource. The contract period will fall due for renewal either at the end of 12 months period or utilization of hours budgeted.

Tenure for this plan is 12 months

Plan D: Incidence Based Priority Support

50 incidences – with a response time commitment of next business day.

Package validity is 12 months and unused incidences cannot be carried forward. Scope of this plan is as described in section 3 below.

Plan E: Incidence Based Normal Support

50 incidences – with a response time commitment of 2 business days.

Package validity is 12 months and unused incidences cannot be carried forward. Scope of this plan is as described in section 3 below.

Plan F: On-site Dedicated Resource

This plan works together with one of the above plans (from A to E). Under this plan Trident will deploy a full time consultant at the client site that can do various activities like user hand-holding, simple reports creations through report designer, back-ups and coordination with the Trident consultants engaged with the other support plan. Kindly note that the person deployed here is not a specialist.

Scope of Support

These Support Plans entitles the customer to avail support during normal business hours (Monday to Friday): 9.30 AM to 5.30 PM (excluding Trident/ public holidays). Support is predominantly from Trident offices and would be provided via e-mail/ Chat. Onsite support may be provided if the situation so demands – based on the merit of the issue – and on mutual agreement.

Following is an explanation of the type of support provided:

Functional queries resolution

This would cover queries pertaining to functionality available in the product or related to the customizations done by Trident. For example a user may need support to understand how a particular business case can be transacted in NAV/ AX/ CRM, or it could be a setup related query. The queries may also be related to seeking expert advice related to application integration or solution enhancements.

Error Reporting: Errors reported by the users may be of two types:

  • The error may be due to a bug in the system. Trident consultant will follow the replication steps provided by the users and then if the bug belongs to the standard product, the issue will be escalated to Microsoft and resolution will be obtained through them, however if the bug belongs to the customization done by Trident then the fix will be provided by us. The fix provided should be tested by the user. If the fix provided requires any re-work to correct the same issue then it will be considered as part of the same incidence.
  • The error may also be due to incorrect data entry or missing or steps and in these situations Trident consultants would analyse the problem and the affected areas and recommend the solution approach. Such cases more often than not require reversal of entries and passing these entries would not be the scope of the support contract. Trident consultants will not perform any data entries on the product server.

Change Requests : Support Plan A and B include servicing change requests, within the budgeted effort. For Plans C and D  User requests which pertain to new development or changes in the existing functionality will be taken up separately and will not be part of the support. If it is logged as a support incidence and upon analysis and fact finding it is decided that the issue is a change request then effort estimate for the change request will be provided separately and the incidence would be closed. The time and effort spent towards it (or incident) will be counted towards the support plan. If the user wants an effort estimate for a change request or new development then the query should be posted separately to the Trident engagement team and they will provide the necessary information

Support Kick-off :With the exception of Plan A and B – provided they initiate immediately after an implementation project – without any time gap, all other plans will require the first 20 hours to be spent for the support team to gear up and come to speed with the customer’s solution and database. This period is a part of the overall support plan period.

Trident Customer Support Portal

All support plan customers are required to use the Trident Customer Support portal for logging requests, and tracking progress. A single customer login is created and authorized users from the customer can log the issues directly on the site. Both the user and the support team will get informed through email about the issue logged. Tracking of the issue is done through the portal. User can specify the priority and severity of the issue and can also attach screen shots. We can generate periodic reports to monitor the status of various issues.

Trident consultants will train the customer side coordinator on usage of the portal