CRM Project

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

• What is CRM
• CRM Expertise

• Training agenda
• Training Costs

Technical support

Technical support is provided for the products:

• Terrasoft XRM
• Terrasoft CRM
• Terrasoft Sales
• Terrasoft Call Centre
• Terrasoft Service Desk
• Terrasoft Loyalty
• Terrasoft CRM Mobile
• Replication Utility
• Backup Utility
• Data Import Utility

• Terrasoft CRM Bank
• Terrasoft Debt Collection
• Terrasoft Motors
• Terrasoft Training
• Terrasoft Tourism
• Terrasoft Real Estate
• Terrasoft Press
• HIS Medicine

Technical support includes:

• Consultation provided by Terrasoft technical specialists. It covers the following areas:
• system deployment and adjusting;
• version update;
• product functional features;
• building reports, plug-ins, scripts;
• database structure and integration with third-party applications.
• Providing crucial updates and patches for the current product version
• Providing new product versions ( if defined in the Support plan and in scope of support agreement)

Terrasoft provides the following Support plans: Basic plan, Standard, Premium Comparison table follows:

Services	Basic plan	Standard plan	Premium plan
Access to Support Web-site	+	+	+
Access to Incident Management System (personal cabinet)	+	+	+
Providing crucial patches to the current system version	+	+	+
E-mail support	Reply within 8 business hours	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:

• Support package is mandatory for buying licenses.
• 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.

 Support plan price list:

Services	Basic plan	Standard plan	Premium plan
Percent of total license price as per Terrasoft price-list on the date of contract signing	10%	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 with support plan, the support contract period extends proportionally to licenses quantity.