4. Level I & II - Salesforce.com Support

Saaspoint will provide Level I and II Support on the following basis for all Salesforce.com application configuration issues. Level III Support is always provided by Salesforce.com

Resource Type SFDC certified Functional Consultant
Duration Annual
Coverage Options
Option A Monday to Friday – 09:00 to 17:00
Option B Monday to Friday – 08:00 to 20:00
Option C Monday to Friday – 08:00 to 24:00
Other coverage available by discussion.
Response Times

All cases responded to within 2 hours

Optional 4 or 8 hours fix time

If cases not fixed within agreed service levels all cases automatically escalated to VP Global Professional Services.
Cost
Option A £40,000 per annum
Option B £60,000 per annum
Option C £80,000 per annum
Application complexity to be assessed prior to initiation and agreement.
Paid in advance via quarterly tranches.
Based on a maximum of 250 users.
Greater than 250 users by discussion.