The CRMWorks ASIA, Service Level Agreement (SLA) is designed to provide a wider scale of benefits such as SugarCRM version and service pack management, custom code maintenance, email and on-line support, fixed response times, annual systems reviews, knowledge base, DRP, support issues reporting and end of year reviews. Another key objective and outcome of our SLA, is to keep the administration costs down, which is of mutual benefit. On-line and e-mail support is available to your SugarCRM Trained System Owner and those nominated by the SO.

For our valued Clients, the ultimate premium is either the minimum currently set at $3,600 which covers the SugarCRM application support, or is based on 15% of the professional services development cost for the project, reassessed annually, applying whichever is the greater. The professional services base excludes scoping, training, data uploads, redundant development and annual SLA premiums.

CRMWorks ASIA offers our client the option of a SLA to provide benefits such as: web portal case logging and tracking, email and online and fixed response times, for a fixed annual or quarterly fee based on base application service requirements, complexity of the application and an overhead recovery for the fixed services offered.

A CRMWorks ASIA, Service Level Agreement is recommended and is subject to our commercial Conditions of Service as outlined @ http://crmworks.asia/terms-conditions-of-service/

• Premium Support: Access to our Help Desk is via eMail or web portal for assistance with issues of a support nature that can be addressed through eMail or via remote access. With our web based support technology our support staff can, with your permission, take over your computers. This technology can also let us visually present the solutions to your support calls over the internet.
• Version / Service Pack Management: Tracking of SugarCRM versions and service packs and the facilitation of the activation, installation of new versions and service packs. Under our SLA, additional charges are avoided as customisations must be modified to accommodate CRM version changes. Timing and the Application of Service Packs is at our discretion.
• Succession Planning provides Service Continuity: We need to allow for, but not limited to (1) succession planning, so if we take on new or replacement software engineers, we need to allocate time for them to understand the client application, data and custom developments in order to guarantee continuity of support. As well (2) the core application has a continual development road map, with 30%+ of SugarCRM Inc. revenues been invested back in product development.
• Support Issues & Status Report: Provide an on demand report on the status of support issues for objective information on the cases you have lodged.
• Knowledge Base: Access to our SugarCRM Solutions Knowledge Base, the repository of all resolved issues both we and our business partners have encountered with our client installations.
• Annual System Review: Upon request an annual review of the suitability of the existing SugarCRM modules and configuration compared with evolving requirements and changing business circumstances.
• Backup Monitor: CRMWorks ASIA will undertake a monitor of client database back up protocols and provide advice on perceived risk and best practice.
• Response Times: Guaranteed response times and escalation procedures for support issues. All cases logged into our Web Self Service system generate a notification to the support team. CRMWorks ASIA will respond and start action on any lodged cases within 2 business hours from time if prescribed lodgement procedure, within business hours. Definitions of terms used and performance guarantees in the form of extensions to the SLA will be provided upon acceptance.
• Remote Connection: Web conferencing, remote control, teleconferencing, SMS and online meetings services are available at no additional cost.
• User & Training Manuals: SugarCRM provide professionally written user manuals for your SugarCRM Administrator and Users. Electronic copies are available on the SugarCRM web site. For the highly customised developments, at additional cost CRM Works ASIA can provide a Power Point or suitable media, detailing use and functionality of client custom entities and developments.
• DRP Updates: Disaster Recovery Plans are a common sense approach to system recovery in the event of a catastrophic event. SugarCRM system architecture, movements in contemporary technologies, the clients’ adherence to infrastructure specifications and operational demands together with CRMWorks ASIA experience, leads to a acceptable managed risk scenario. This is not applicable for “On Demand” deployments.
• Briefings: Periodic briefings covering new developments and the strategic direction of your Hosting, SugarCRM and Add on Products. The client will be in a superior position to plan for the future and make technology work for you.
• Annual Data Inspection: Upon request data review and report on system maintenance and housekeeping activities.

Contact us today. Partner with CRMWorks ASIA, allowing us to define, provide and support the best way for you to locate, secure, nurture and maintain, customers for life.