|
Request Type |
Support Credits Used |
| Call In Requests – Any request submitted directly to a Tour de Force CRM team member by phone or e-mail is considered to be a Call In request |
2 Credit Surcharge above requests logged to website even if the request is related to a bug in Tour de Force CRM |
| Any request that is submitted and determined to be the result of a *Bug in the Tour de Force software application |
0 |
| New Feature Requests |
0 |
| Standard Request – Low Priority (48 Hour Response) |
1 Credit per 15 minutes of allocated time (Minimum 1 Credit) |
| Standard Request – High Priority (Same Business Day Response if submitted before 3:00 pm EST) – only to be used for issues affecting all users, SQL Server is down, Email Logging is down, BSI Connector is not running, etc. |
3 Credit Premium (In addition to credit allocation based on time spent even if the request is related to a bug in Tour de Force) |
| Environment Requests |
1 Credit per 15 minutes of allocated time (Minimum 1 Credit) |
| Consulting Requests |
1 Credit per 15 minutes of allocated time (Minimum 1 Credit) |
| Business System Integration – Data Reconciliation |
1 Credit per 15 minutes of allocated time (Minimum 1 Credit) |
| Customization Requests |
Quoted based on min/max or fixed price basis |
| Web Training Request – Scheduled in 30 minute blocks of time(Includes web conferencing service, customer pays for phone call) |
1 Credit per 15 minutes of time beyond first 30 minutes (2 Credits per session min.) |
| Attendance at Public, Instructor Led Customer Training Sessions hosted at MRH location |
20 Credits per Day ($700) |
| On-Site Consulting/Training |
40 Credits per Day ($1,400) |
| After hours support (Outside of 8:00 AM to 5:00PM EST) – As a standard practice, Tour de Force charges a base rate of support credits for each day that a support representative will be on call. If the support representative is called during the agreed upon time frame for support, support credits will be charged accordingly. |
Credits will be charged at a rate of 1 credit for every 10 minutes and a 2 credit base for every day the Tour de Force representative is on call. |