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.

Saaspoint will require an initial 3 days onsite for the nominated consultant to carry out an application review and health check. Saaspoint will provide a report if there are any immediate concerns or issues requiring action. We will then take responsibility for ensuring that we have adequate resources knowledgeable about the application available to provide SOAR coverage.

Resource Type SFDC certified Functional and/or Technical Consultant
Duration Quarterly
Coverage Options
Option A Monday to Friday – 09:00 to 17:00
Option B Monday to Friday – 08:00 to 20:00
Other coverage available by discussion.
Response Times

All cases responded to within 2 hours

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 Each 4 hour time segment is £400
Option B Each 4 hour time segment is £600
Application complexity to be assessed prior to initiation and agreement.
Paid monthly in arrears.
Based on a maximum of 250 users.
Greater than 250 users by discussion.

Please note that VAT will need to be added as will expenses for any onsite requirements. For ad hoc work outside of any agreed support arrangements (i.e. out of normal hours - evenings, weekends and bank holidays) we would typically charge 1 ½, 2 and 3 times the normal rate. However this will be discussed and agreed with the customer in advance.