Post Project Support Services

Support Services

CitySoft provides companies with first level support for their business software systems

– SAP Business ONE

– Sage X3

– Sage Intacct

– Sage 300.

 

The key facts about CitySoft’s support services include:

  • Our support team is based in Australia and is full time dedicated to providing client support.
  • We operate a user-friendly case management system called HALO.
  • We offer extended support hours.
  • CitySoft offers companies a pay per case support model or a master services agreement (MSA).
  • Our MSA includes preventative maintenance services.

Pay per case support

Pay per case support suits companies with small numbers of support cases. Often small case numbers reflect a company’s experience using the ERP application and the company’s ability to internally address most tech matters that arise from time to time.

Our support teams aim to minimize business disruption by quickly solving cases, online, or by proposing temporary fixes whilst a permanent fix is found.

To support our clients we

  • Log cases, online, in the CitySoft HALO portal
  • Receive detailed case responses
  • Cut typical industry support waiting times
  • Receive support from dedicated support consultants

Master Services Agreement (MSA)

CitySoft’s Master Services Agreement (MSA) is essentially a monthly retainer, and each plan is based on an agreed number of MSA support hours.

The MSA covers support and system maintenance services. These services are designed to maximise system up time and system performance.

System Maintenance Services include server restarts, clearing of log files and temp tables used for ERP system Interfaces with products such as Shopify, & Pipedrive and supplier systems such as 3PLs.

Support services often include addressing unexpected system behaviour, assisting system users find, change, or add data or accurately process transactions.

Key Facts About MSA:

  • MSA hours are cumulative from month to month, over the MSA term, and are not forfeited if not consumed during any given month.
  • The MSA agreement allows for up to two plan (MSA Hours) switches per year.
  • CitySoft fees for services outside or over and above available MSA hours are less than fees for non-MSA clients.
  • Built up hours can be used on upgrades.