Ongoing support for Scharf solutions
We take great pride in our solutions, designs and custom software implementations. In doing so we also hold ourselves to a higher standard in quality assurance and support for everything we do. Our support policy includes defect and bug management as well as production “go-live” assistance with every contract or implementation we do involving our custom built solutions. Go live support includes 30 days support beginning with user acceptance testing, training and production deployment.
After our included support we offer ongoing support packages for more flexibility* whether it is a small back office tool or mission critical line of business application:
| Support Option | Platinum | Gold | Silver | Per Incident |
|---|---|---|---|---|
| Complete problem assessment | Included | Included | Included | Included |
| 100% problem resolution | Included | Included | Included | Included |
| Customer satisfaction guarantee | Included | Included | Included | Included |
| Remote technical support and assistance | Included | Included | Included | Included |
| Patch & hot fix delivery | Included | Included | Included | Included |
| Patch & hot fix installation | Included | Included | Included | Included |
| IIS or Windows Server support | Included | Included | Not Included | Included |
| Deployment assistance | Included | Included | Not Included | Included |
| Technical onsite visits | Included | Included | Not Included | Included |
| Emergency onsite assistance | Included | Not Included | Not Included | Included |
| Administrative or Database services | Included | Not Included | Not Included | Included |
| Database tuning and maintenance | Included | Not Included | Not Included | Included |
| Application topology and connectivity support | Included | Not Included | Not Included | Included |
| New administrative or support user training | Included | Not Included | Not Included | Not Included |
| Email support (normal business hours **) | Included | Included | Included | Included |
| Phone support (normal business hours **) | Included | Included | Included | Included |
| Onsite support (normal business hours **) | Included | Included | Not Included | Included |
| 365/24/7 Email support | Included | Not Included | Not Included | Not Included |
| 365/24/7 Phone support | Included | Not Included | Not Included | Not Included |
| 365/24/7 Onsite support | Included | Not Included | Not Included | Not Included |
| Number of technical contacts | 10 | 5 | 2 | 2 |
| * We can custom tailor a support package for your organization that both fits your needs and your budget ** Normal business hours are Monday thru Friday 8:00 AM - 5:00 PM Mountain Time, US |
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Per incident support allows the most flexibility, without committing to an annual support package, you simply pay for what you use, however rates for per incident support vary based on the type of incident or support provided. Support is not billed on an hourly basis but on the type of service or support provided. Per incident support does not typically cover emergency or after hours support, however is available as an annual package on a subscription basis.