We at Queplix understand that customer support is one of the main decision variables in choosing a CRM system. Therefore we are committed to providing the highest level of customer support. Queplix is flexible in its terms and payment arrangements and will discuss these issues with each customer individually. However below are some of the most common options that customers can choose from:
Support Plan
Channels / Response Time
Service Level
Terms
Basic
Support is provided through phone, web and/or email
Response time is 24 hours
Customer is entitled to unlimited support through phone, email, and web channels
Separate Consulting Agreement must be put in effect for any work required in addition to the man-hours included in the support contract
Annual, Quarterly
Extended
Basic Support plus limited free on-site consultations
Response time is same business day
Hours spent in excess of the plan are billed at 75% of the standard billing rate
Separate Consulting Agreement must be put in effect for any work required in addition to the man-hours included in the support contract
Annual, Quarterly
Premium
Extended Support plus extended on-site consultations
Response time is up to 2 hours
Hours spent in excess of the plan are billed at 75% of the standard billing rate
Separate Consulting Agreement must be put in effect for any work required in addition to the man-hours included in the support contract
Annual, Quarterly, Monthly
Custom
Queplix will create custom Support Plan according to the customer's requirements
Separate Consulting Agreement must be put in effect for any work required in addition to the man-hours included in the support contract
