Call In Support is available to clients who maintain an active Maintenance Plan. Only individuals who are authorized to log support requests on behalf of the client are eligible for Call In Support. Call In Support is considered any request that is submitted directly to a Tour de Force CRM team member via phone or e-mail, and not logged through the web support site by the client. Call In Support allows clients the flexibility of being able to communicate directly with a member of the Professional Services Team, if available, via phone or email, rather than submitting a support request through the web support site.
In order to utilize Call In Support, the client must have enough support credits available to cover the support provided. The use of Call In Support will include a support credit surcharge, the amount of which will be determined by the client’s current Maintenance Plan. Support requests handled through Call In Support are logged to the web support site by a member of the Tour de Force CRM Professional Services Team and support credits are charged accordingly. Support requests will be charged support credits based on the support request type. Whether immediately resolved or not, all requests will be logged to the web support site and managed per the priority level that the client requests.
Although Clients have direct access to the Tour de Force CRM Professional Services team through the call in support, Tour de Force CRM cannot guarantee that all requests will be resolved during the initial phone call or e-mail response. Tour de Force CRM also cannot guarantee that a Professional Services team member will always be available when the initial inbound call is made.