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Post Project Support Services

Support Services

CitySoft offers first level support for the following ERP business software systems

– SAP Business One

– Sage X3 ERP

– Sage Intacct

– Sage 300.

– D365 BC

The key facts about CitySoft’s support services include:

  • Our support team is based in Australia and the UK
  • We use HALO a user-friendly case management system.
  • We offer extended support hours.
  • CitySoft offers companies a pay per case support model or a master services agreement (MSA).
  • Our MSA can include preventative maintenance services.

Master Services Agreement (MSA)

CitySoft’s Master Services Agreement (MSA) is based on an agreed number of MSA support hours per month at a discounted rate. Un-used hours in any given month roll over to the next month and are not lost.

The MSA covers support and when selected by clients, system maintenance services.  System Maintenance Services include scheduled server restarts, clearing of log files and temp tables often used for ERP system Interfaces with products such as Shopify and supplier systems such as 3PLs.

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

Key MSA Benefits.

  • Greater control over support spend
  • 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 to accommodate a clients changing needs during the year.
  • CitySoft fees for services outside or over and above available MSA hours are lower than fees for non-MSA clients.
  • Built up hours can be used on upgrades.
  • Monthly MSA reports help companies better manage their use of CitySoft support

 

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 matters that may arise from time to time.

Our support teams aim is 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

 

  • Track and manage cases online, in HALO
  • Share detailed case responses with clients
  • Support multiple channels for logging a case
  • We use dedicated support consultants