Adapt PureCloud SM Care

Transcription

1 Instant FREE Support for Adapt Clients! Basic Enhanced Total PureCloud in an instant only when you need it. For the company that needs some basic help or assistance with an occasional emergency, ensuring PureCloud remains a valuable component of your business. For those who want an expert by their side 24/7, with the tools to aide in their success with PureCloud. For those who need total coverage, including proactive environment monitoring and resolution, because their PureCloud service is critical to their business operations. Rapid Response Application Support & Troubleshooting Services Emergency Issues Local Environment Support 3 3 Tier 1 MACs Basic training, administration, usage questions 3 Tier 2 MACs Advanced training, administration, usage questions Pre-scheduled hourly rates apply SERVICE DEFINITIONS Application Support Services Defined as any issues confirmed to be originating in a PureCloud service. Emergency Code Red Issues Defined as any system outage affecting 30% or more of the enterprise s core functions such as voice calls, interaction routing, or other critical business functions facilitated through a PureCloud service. Local Environment Support Support for all PureCloud related hardware issues including identifying network and telephony provider based issues and any 3rd party integration issues impacting functionality of a PureCloud service. Tier 1 MACs - Provides basic moves, adds, and changes (MACs) as well as administrative or client application usage questions that can be completed within 1 hour or that could extend into a second hour of work. Tier 2 MACs Provides moves, adds, and changes (MACs) that are over 2 hours in scope, or are for outbound dialing, workforce management (WFM), or other advanced applications. Advanced Applications - Advanced applications are defined as any application that runs on the PureCloud platform that is either an approved PureCloud marketplace application, an integration to a third party application, or custom development work performed by Adapt. This also includes outbound dialing and workforce management applications (WFM) that are native to the PureCloud platform.

2 PureCloud Instant For any PureCloud customer needing help with their PureCloud application, from basic administration and training to advanced troubleshooting. > Some pre-scheduled services available during non-business hours at hourly rates. Available for MACs, training and troubleshooting for all PureCloud services and environment-related issues. Hourly rates for all services. PureCloud Services First Hour Second Hour + Application Support Services $100 $250 n/a n/a Emergency Code Red Issues $100 $250 $400/hour $500/hour Tier 1 MACs $100 $250 n/a n/a Tier 2 MACs $225/hour n/a n/a Local Environment Support $250/hour n/a n/a *Mon-Fri 7a-7p (CT)

3 PureCloud Basic FREE Support for Adapt Clients! For Adapt clients who need support for bug related issues, basic administrative help, as well as application training. > Some pre-scheduled services available during non-business hours at hourly rates. Hourly rates available for MACs and training for all PureCloud services and environment-related issues. PureCloud application issues FOR FREE! PureCloud Services First Hour Second Hour + Application Support Services Free Support for Adapt Customers! ** Emergency Code Red Issues Free Support for Adapt Customers! *** *** Tier 1 MACs $100 $250 Tier 2 MACs $225/hour Local Environment Support $250/hour *** PureCloud service defects included, client environmental issues incur charge of $400/hour for after hours and weekends, $500/hour for holidays.

4 PureCloud Enhanced For Adapt clients who need more, Enhanced addshelp with PureCloud related environmental issues, including hardware, at affordable per-user prices. PureCloud Enhanced Packages USERS ANNUAL PRICING 0-25 $2, $5, $9, $16, $24, $32, ,000 $40,000 1,001+ $40/user per year Quick response is also available during weekends and holidays for emergency issues. > Pre-scheduled services available during non-business hours at hourly rates. PureCloud application issues. Reduced hourly rates available for MACs and training for all PureCloud services. Includes local environment support for resolving PureCloud issues originating in the local environment or hardware. Provides proactive application monitoring to assist in PureCloud related hardware and networking issues impacting performance. PureCloud Services Application Support Services ** Emergency Code Red Issues Tier 1 MACs $100/hour Tier 2 MACs $175/hour Local Environment Support

5 PureCloud Total For Adapt clients who want a worry-free experience and have us take complete care of the PureCloud environment, at all levels, at affordable per-user prices. PureCloud Total Packages USERS ANNUAL PRICING 0-25 $7, $15, $27, $50, $72, $100, ,000 $125,000 1,001+ $125/user per year Quick response is also available during weekends and holidays for emergency issues. > Pre-scheduled services available during non-business hours at hourly rates. PureCloud application issues. Tier 1 MACs are included up to 52-hours/year with reduced hourly rates for additional hours as needed. Includes Outbound Dialer and WFM troubleshooting at no cost. Provides real-time monitoring to assist in PureCloud related hardware and networking issues impacting performance. Provides 24x7x365 proactive monitoring, alerts, and response with full managed services to assist in PureCloud related hardware and networking issues impacting performance. PureCloud Services Application Support Services ** Emergency Code Red Issues Tier 1 MACs ($100/hour after first 52 hours) Tier 2 MACs $175/hour Local Environment Support