EnterpriseWise SYSPRO™ Support Program - Santa Clarita Consultants
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The Santa Clarita Consultants Syspro user support program offers a comprehensive annual technical support solution designed to enhance productivity and budget predictability for organizations using Syspro ERP software. Clients can access remote support, webinars, and additional services at discounted rates, while support costs are structured based on the number of users. The program aims to resolve issues promptly and efficiently, allowing businesses to focus on their core operations.
EnterpriseWise SYSPRO™ Support Program - Santa Clarita Consultants
- 1. Partnering for Success You want to maximize the return on your investment by getting the most out of your software. We want to help you resolve is- sues before they turn into major problems. Many organizations find it easier to budget annually for support costs rather than deal with periodic invoices based on usage. Our customers have expressed a desire for simple, convenient access to technical support for SYSPRO™ ERP. In response to these requests, we are pleased to offer the Santa Clarita Consultants SYSPRO™ User Support Program. This program provides a full year of software technical support for an annual fee, allowing you to make the best use of your resources by depending on Santa Clarita Consultants’ resources for support. SYSPRO USER SUPPORT PROGRAM Support Program Benefits: Increase staff productivity Minimize work interruptions Optimize software functionality Budget support costs on an annual basis Prevent application erosion Let us do what we do best… So you can do what you do best. For more information: 29065 Lotusgarden Dr. Santa Clarita, California 91387 Santa Clarita, CA 91355 Phone: 661-251-0484 Toll Free: 800-742-4868 E-mail: Support@scc-co.com Recommended for all SYSPRO™ users: The EnterpriseWise™ SYSPRO™ User Support Program includes remote telephone software sup- port for SYSPRO modules. This program is designed to be an affordable, valuable solution for everyone. After approximately one call per user, per month, the program pays for itself. In addition to SYSPRO modules support, The EnterpriseWise™ SYSPRO User Support Pro- gram includes: Access to our free EnterpriseWise™ blog Reduced rates for other professional services Toll‐free number, email, Web scheduler FTP Site (DropBox, Google Docs, etc.) SYSPRO Upgrade readiness assessment Periodic informational webinars NON‐COVERED ADDITIONAL-COST SUPPORT SERVICES For additional professional services such as those listed below, the Santa Clarita Consultants SYSPRO User Support Program entitles clients to a discount on hourly rates. On‐Site Assistance and Support, Implementation, Training, and Business Consultation Hardware Support / Operating System Support / Office-Business Applications Project Management Services / Planning / Organizational / Operational Upgrade Assistance / Scheduling proactive services Customization / Programming Services / VB Scripting Users Annual Avg./Mo 1-4 $1,800 $150 5-8 3,600 300 9-12 4,200 350 13-16 4,800 400 17-24 5,400 450 25-32 6,000 500 33-48 6,600 550 49-64 7,800 650 65-128 $9,000 $750 ENTERPRISEWISE™ SINCE 1987 TM
- 2. How do I know if a service is covered? Generally, anything we can resolve remotely, by instructing you what to do, will be covered under the support plan. When you call and explain your issue, support personnel will let you know when the service required moves beyond what is provided within the support program. At that time you will be given a choice how/if you want to continue with our services. Services exceeding an hour usually involve a non‐support type of service. I have a support person at Santa Clari- ta Consultants that I believe knows the answer to my question. Can I call them directly to answer my questions if I know they will have a ready an- swer? Our service dispatch system success is dependent on a process that involves logging all of your calls through a central service. Please call 800-742-4868 or email to support@scc-co.com so we can pro- vide measurable quality customer service. If possible, we will assign the service ticket to the person you are requesting. What kind of response time can we expect when we contact you for tech- nical support? We are able to dedicate support personnel to manage requests for service during business hours. Our goal is to acknowledge your need as soon as possible (generally within two business hours) and resolve your issue according to its urgency. What if our call goes to voice mail and we need immediate assistance? For emergency situations, you always have the option of calling us directly. We encourage you to try to reach us first, to avoid billing you for any services provided. We are implementing SYSPRO and going through all of the setup fea- tures. What services are included? Implementation services are not covered under the support program as they require extensive plan- ning and discussion. As implementation progresses and specific questions arise, we can help users remember where to find a setup option. Training, screen customization, VB scripting, custom pro- gramming and setup options are part of implementation services billed at standard rates. What assistance is covered in creating a new SYSPRO report? If you want to create the report yourself, we are available to answer your questions. If you have not been trained for this and want training, it is available as a chargeable service through Santa Clarita Consultants, or you could sign up for the SYSPRO Learning Channel. If you want Santa Clarita Consultants to create the report for you, we will submit an estimate for the work for your approval. You may also make use of the online services to share report templates with other users. My server is down. What services are covered? We will do whatever we can to get you back up and running. In general, hardware and operating system issues are not covered under the support program. We may be able to provide assistance over the telephone and through remote access. If we jointly agree that the situation requires us to work on‐site to get your system up more quickly, the standard hourly rate will apply. I want to upgrade my version/port of SYSPRO. What is covered under this program? We can help you assess the value and impact of an upgrade. We can also walk you through the soft- ware installation. Custom programming/data migration requires additional work and will be a chargeable service. I want to move from C‐ISAM to SQL. What services are covered under this program? We recommend that you utilize your own technical personnel for this migration. We can provide remote assistance to knowledgeable personnel when possible. Any migration of data that you need us to perform will be billed at standard rates. I want to create a SYSPRO test com- pany. Can you help? Yes, some of this requires technical knowledge so we prefer to work with your technical personnel to accomplish this. This may be a chargeable service. I would like to see if there is a shortcut to one of my repetitive soft- ware tasks. Is this covered? Yes, you may also make use of the online forums to solicit ideas from other users. What happens if I decide that the support program is not a fit for our company? We believe the support program will benefit everyone. However, if you prefer to return to per‐incident support solution, you can choose to not renew your support program the next year. The support program is designed to level support demand over a full year and is non-refundable. Can we make monthly or quarterly payments instead of an annual one? Special arrangements may be made upon request. Because of the affordability of this program, we believe you will find it convenient to handle the paperwork once a year. Frequently Asked Questions: EnterpriseWise™ Since 1987