Phoenix Business Systems Pty Ltd - Services
Phoenix Business Systems prides itself on
its commitment and delivery of service to its clients.
We provide the following ACCPAC and Crystal Reports
support services.
1
Services Scope
The scope of this Service Level Agreement (SLA) is to
cover the on-site and off-site support of the ACCPAC
business system. The SLA will include remote support
via thin client software and telephone. The scope does
not include any human resources or payroll software,
networking or computer hardware.
2
Approach and Benefits
Phoenix Business Systems agrees to follow an approach in
accordance with a set of methodologies designed by
Phoenix Business Systems. The SLA will incorporate
benefits that relate to:
·
Annual Support Contract
·
Methods of contact
·
Account Management
·
Project Planning
·
Crystal Report Development
·
Software Development
·
Implementation Checklists
·
Issues List/Tracking
·
Filing
·
Follow up
3
Annual Support Contract
This SLA entitles the client to access ACCPAC support
via three (3) methods:
-
Telephone;
-
Email;
-
Remote access.
3.1
Telephone Support
This service is accessed via a free call hotline number:
1800 88 00 69. A large investment has been made
in providing responsive Help Desk facilities.
Specialist consultants permanently staff the Help Desk
supported by Help Desk software that enables all calls
to be recorded and managed to provide an expedient
resolution. Help Desk systems enable consultants to
search ACCPAC databases and forums that are updated
daily, to assist solving issues based on worldwide
experience.
When a call is logged via the 1-800 number, the
telephone consultant will handle the call via the
following process.
3.1.1
Identify the problem/Issue
The consultant will log the details of the call into the
help desk software and assess whether the call is
related to installed functionality not working or new
functionality required.
3.1.2
Prioritise the call
The
consultant will assess the details of the call. If a
remedy is required, the call will be prioritised as
follows:
Priority One:
Client's business is affected and problem is mission
critical.
Action
The phone consultant will attempt to remedy the problem
over the phone. If a result is not reached the project
leader will be contacted immediately and a course of
action agreed upon with the client. Immediate resources
will be made available to the client.
Priority Two:
Issue is regarded as important but not urgent. Clients
business is not adversely affected and business
operations can continue.
Action:
The phone consultant will attempt to remedy the issue.
If a result is not reached either the project leader or
a nominated staff member will be contacted to "own" the
problem. The owner of the problem will liaise with the
client to ensure a remedy is reached.
Priority Three: Issue is regarded as either research and
development or marketing/sales in nature.
Action:
Critical dates and functionality requirements will be
noted. Pricing may be provided immediately. Resources
will be allocated on a case-by-case basis depending upon
the nature and urgency of the request.
ü
Priority One: Within 15 minutes
ü
Priority Two: Within 2 hours
ü
Priority Three: When convenient
3.1.3
Take appropriate action
·
Resolve the issue on the telephone;
·
If a call is not resolved on the phone, the help desk
consultant will issue a work order id to track the
problem until it is resolved;
·
It is the clients responsibility to request a work order ID.
Upon request at any time Phoenix will be required to
send to the client a report that details the help desk
activity for the requested period. This report will
include problem, resolution, time spent and allocated
consultant.
There may be situations where it is more convenient to send an email
rather than call the helpdesk. This is particularly
useful when the issue is not urgent but resolution is
required. The issue will be treated as a priority 3 and
a response sent back by email.
3.3
Remote support
There will be occasions where it will be more efficient
and/or effective for PBS to dial in to or access the
client system to provide support rather than visit
on-site. This option is available where the client is
remotely situated or the issue is easily resolved
without visiting on-site. PcAnywhere, remote
desktop connection, terminal services or Citrix will be
used to access the client's site. The client will need
to be running the host version of these programs.
4
Contact
Phoenix Business Systems offers a free call 1800 help
desk number. The client must always contact Phoenix
Business Systems via 1800 880 069 in the first instance
for technical assistance. This is so that any issue can
be captured in the help desk database as per the
SLA. For booking site visits, First Title may contact the
consultant directly on their mobile or via the help desk
- whichever is the most convenient.
5
Account Management
Phoenix Business Systems adopts an account management
policy that means two consultants will always have
information on a client site. Furthermore we have found
that a technical "backup" consultant is almost always
required to perform technical duties such as programming
or database management that is sometimes outside the
skill set of consultants.
One consultant visiting a client site will always be a
Senior Consultant. Consultant's skills and experience is
listed in the company profile.
6
Project Planning
Phoenix Business Systems uses Microsoft Project to
create project plans that incorporate all the tasks
required to implement or support ACCPAC. Gantt charts
are produced that identify tasks and allocate them to
engineers or consultants.
7
Development of Specific Crystal Reports
Phoenix Business Systems has the capability to develop
sophisticated Crystal Reports. A specification or sample
of the Crystal Report is required. A Phoenix Business
Systems engineer will complete a draft of the report and
submit it back to the client for testing - some
adjustments are generally required and the report is the
put into production.
8
Software Development
Phoenix Business Systems uses the ACCPAC SDK and the
XAPI (application programming interface) to develop
software applications in Visual Basic and Visual C++.
The methodology for specific software development
projects is as follows:
-
The client is to prepare a requirements document,
-
Phoenix Business Systems in conjunction with the client will
convert the requirements into a specification (only for
projects more than 30 hours),
-
Phoenix Business Systems will perform the programming work
in accordance with the specification,
-
Phoenix Business Systems will perform internal unit testing
(in some case a copy of the client data may be required
e.g. interface software),
-
Phoenix Business Systems will prepare documentation if this
is required,
-
A beta version will be released to the client for user
acceptance testing,
-
Documentation will be prepared and software will be adjusted
by Phoenix Business Systems if necessary,
-
The software will be put into production.
9
Implementation and Upgrade Checklists
Phoenix Business Systems has developed a number of
checklists related to implementing and upgrading
ACCPAC. We undertake to use these checklists as
appropriate. In many cases the client will be required
to sign off the checklist.
10
Issues List Methodology
There will be occasions where it is necessary to
comprehensively summarise all outstanding issues related
to the client's ACCPAC installation. In such cases
Phoenix Business Systems uses the Issues List template
which captures the following information:
-
Issue
-
Priority
-
Status
-
Key dates
-
Who's responsibility
-
Updates
The client may be requested to capture the initial
information, but Phoenix Business Systems will manage
the process until issues are eliminated.
11
Filing
Phoenix Business vows to protect the clients privacy and
at the same time store information on file in a
professional and thorough manner. A file indexed with a
three letter code stores information about the client
under the headings of correspondence, working papers,
general, customisations and activations. In accordance
with this SLA, clients have the right to access their
file at any stage.
Working papers will be used to record meeting
discussions, file notes and research.
12
What Service is Included in this Annual Support
Contract?
·
Toll Free Hot Line Telephone Support via 1800 88 00 69 from
9:00am to
6.00 pm, Monday to Friday. Eastern Australian Daylight
Savings Time.
·
Priority email support.
·
Priority remote support.
·
Free Service Packs and special seminar pricing.
·
Guaranteed access to all help desk and other file
information.
·
Monthly Help Desk Report (see below).
·
Access to a prioritisation system as described in this
SLA.
·
Service benefits as outlined in this SLA.
13
What Service is not Included in this Annual
Support Contract?
·
You may be billed for any time in excess of 20 minutes,
spent on a telephone call or remote access. An on-site
visit may be deemed necessary to adequately resolve the
issue or training may be recommended.
·
Any time over 20 minutes spent performing work via remote
access. You will be charged at the standard consulting
rate for the remaining time.
As a matter of quality control and good
client relations, random checks and surveys by a Phoenix
staff member are conducted to ensure that Phoenix
Business Systems provides the best support in the
industry. Specifically, a follow up call will occur
after a project that has taken longer than 5 working
days to complete.
15
On-site visits and time charged
Where a consultant is booked to visit
on-site, you will be charged for the time spent on-site,
any associated travelling time to and from our offices
and any disbursements such as parking and taxi fares.
There is no minimum fee. The SLA entitles the client
not to be charged for the first 20 minutes per issue
only for work performed off-site.
Each consultant to visit the client site will carry a
client report book. The consultant will be required to
complete a client report detailing what work has been
completed, what work is outstanding and how much time
and travel time has been spent. The client will be
required to sign this report at the completion of each
consulting visit.
Our software services rate is based on a
sliding scale. Software Engineers and Consultants are
$120 per hour for consulting work and travel time.
Senior Consultants and Senior Software Engineers are
$160 per hour for consulting work and travel time.
Principal Consultants, Directors and Technical Services
Managers are $200 for all on-site, off-site work and
travel time. You will be billed for time spent, NOT on
results or outcomes, as these cannot be guaranteed.
Services are billed on a weekly basis with payment terms
of 14 days.
17
Cancellation of this Service Level Agreement
This SLA may be cancelled at any time by agreement of both
parties or cancelled by Phoenix Business Systems where:
-
The client changes ACCPAC Business Partners;
-
The client fails to pay for the SLA within 30 days of
being issued with an invoice;
-
The client fails to pay any invoice within 90 days of
issue. In this case, where the invoice is paid or an
issue resolved, the
SLA will be reinstated.
18
Phoenix Business
Systems'
Guaranteed
Accreditations
ACCPAC
Solution Provider and ACCPAC Development Partner
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