5. Level III - Technical Support

Level I, II & III Support is provided purely for any custom code and 3rd party products that has been supplied and/or written by Saaspoint. It is not provided for the generic Salesforce.com application. However, Saaspoint will manage Level III problems with Salesforce.com. Level III support for Salesforce.com would always be provided by Salesforce.com.

Saaspoint provides a 30 day Warranty as standard on any custom code.

Saaspoint will provide Level III Support on the following basis –

  • Data Loader scripts
  • Force.com, Visualforce, APEX Bespoke and Custom Code
  • 3rd Party Products (subject to review and analysis)
  • Management of SFDC Level III problems through to resolution with Suppliers.
Resource Type SFDC certified Technical 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 Saaspoint Head of Technical Services and VP Global Professional Services.
Cost
Option A £60,000 per annum
Option B £80,000 per annum
Option C £120,000 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.