CRM Project

• CRM Expertise
• CRM Consulting
• CRM Implementation
• CRM Audit
• Technical Support

• What is CRM
• CRM Expertise

• Training agenda
• Training Costs

Technical support

• Terrasoft CRM X25
• Terrasoft CRM X15
• Terrasoft CRM 2.8
• Terrasoft Call Centre
• Terrasoft Replication Utility
• Terrasoft Backup Utility
• Terrasoft Data Import Utility

• Technical consulting on following questions:
• installation and launching the system;
• version update;
• product functional features;
• building reports, plug-ins, scripts;
• integration with third-party applications.
• Providing patches for the current product version
• Providing new product versions ( if defined in the Support plan)

Terrasoft provides the following Annual Support plans:

Services	Free plan	Standard plan	Premium plan
Support service Web-cite access	+	+	+
Providing patches	+	+	+
E-mail support	Reply within 2 business days	Reply within 4 business hours	Reply within 2 business hours
Telephone support	-	Reply within 4 business hours	Reply within 2 business hours
Personal support specialist	-	-	+
Version update	-	-	+

Additional terms:

• Premium support plan is provided for companies that own 5+ licenses.
• Only one contact person of the customer company is in charge of consultations with Terrasoft.
• Version update provides free licenses for product version update and does not include additional services related to it (except for consultative services).
• Advisory on questions not provided by technical support is not included in Support Plan (e.g. local area network setup, operational system setup etc.), except for contractual cases.

Annual Support plan price list:

Services	Free plan	Standard plan	Premium plan
Percent of total license price as per Terrasoft price-list on the date of contract signing	-	20%	50%

Additional terms:

• Technical support plan can be purchased for 1+ year for all customer’s products. Purchase of support plan for a portion of products is unacceptable.
• The customer needs to have the last officially declared product versions at the time of support plan purchase.
• In case of purchasing the additional licenses without support plan while the support agreement is in force, the support contract period shortens proportionally to licenses quantity. In case of purchasing the additional licenses with support plan, the support contract period extends proportionally to licenses quantity.