1. User Acceptance Testing Support

After signing off the user requirements and completing the build stage, User Acceptance Testing is one of the most significant parts of any project. It is normal practice for the end customer to be responsible for managing and running their own User Acceptance Testing (UAT) program. This is necessary in order to ensure that the application is thoroughly tested to your own standards and signed off as meeting the requirements once UAT has completed successfully.

2. Post Implementation Support

A resource is provided to ‘walk the floor’ and provide ad hoc support as required. In order to establish a quick and high level of adoption Saaspoint has found that close onsite support post Go Live is vital. Additionally despite all efforts and thorough testing to ensure that the application is exactly as required users usually find that they actually want to make minor changes as soon as they start using the system.

3. Pay as You Go Support

In response to customer demand Saaspoint, Europe's largest supplier of cloud based solutions, offer a pay-as-you-go support and administration service. 

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

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.

6. Salesforce Optimisation and Administration Resource (SOAR)

Saaspoint can provide ongoing administration and assistance to users of Salesforce.com including application administration of Salesforce.com in accordance with the detailed matrix below.

Support is provided via live phone support, remote administration and online case management submission and is charged in a minimum of 4 hour segments on a case by case basis.