Date post: | 15-Apr-2017 |
Category: |
Software |
Upload: | katie-elliott |
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Agenda• Introduction• Microsoft Service & Support• BDO Account Manager• BDO Support• Self-help Tools
Microsoft Service & Support1. Enhancement Plan• 16% of Protected List Price
2. Advantage PLUS Support Plan• 25% of Protected List Price
Microsoft Service & SupportEnhancement
PlanAdvantage PLUS
Support PlanPrice 16% of PLP 25% of PLP
CustomerSource Access
Product Releases, Hotfixes, Tax & Reg updates
Unlimited Online Training
Transition investment credits
Protected List Price
Problem Resolution Support
Managed Community Forums
Lifecycle Services
BDO Account Manager• Each client assigned an Account Manager• Regular status update calls• Keeps you informed of events and services• Arranges resources for projects and training
BDO Support• Warranty for customizations• Post go-live support on a T&M basis• Improvement Projects• BDO Support Desk
BDO Support Desk GOLD SILVER BRONZENumber of tickets 100 50 25
Access to expert BDO Solutions team for resolution of minor and major support issuesTicket prioritization over non-BDO support subscribersinternet-based support ticket entryTicket escalation managementSupport coverage Monday to Friday 8am to 5pm ETGuaranteed response timeAnnual support call usage analytics and reportingMonthly support call usage analytics and reportingMicrosoft Support Ticket management for BDO Solutions serviced softwareISV Application 3rd Party Support - Ticket use for BDO Solutions serviced softwareAnnual System Health Check on LIVE environmentAnnual Solution Architect Assessment
24/7 pre-arranged after-hours Support Coverage
BDO Support Desk - SysAid
BDO Support Desk - Benefits• Maintain a predictable support budget• Guaranteed SLA for support requests
• Increase availability of business-critical Enterprise software• Keep your users on board• Issue Tracking and Reporting
Urgency Gold Silver Bronze
System Down < 1 hour 1 hour 2 hours
Urgent 1 hours 2 hours 4 hours
Moderate 4 hours 6 hours 8 hours
Not Urgent 6 hours 8 hours 8 hours
BDO Support Desk - Examples• Issues:• User gets an error when trying to post a sales invoice• Delivery schedule on SO ignores ATP and carries over the
date from the previous line• Error when posting AP invoice against multiple receipt lines• Overnight Master Planning update fails with “not enough
threads” message
• Requests:• How do I link a user to an employee for workflow?• What is the process for revaluing sub-ledger foreign
currency balances?
Self-help Tools• BDO Connections Conference!• AXUG• Local chapter• Blogs and Forums• Training
• CustomerSource• TechNet
Summary• Microsoft Service & Support• BDO Account Manager• BDO Support• Self-help Tools