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SOLICITATION # CH16012 <br />support, how to set the priority on a case, how to contact Google, and what the target response <br />times are. <br />AODocs <br />Customers are entitled to direct AODocs support in additional to whatever Support Services the <br />reseller has to offer. <br />Salesforce <br />Salesforce is proposing the Premier+Success Plan. Your Agency can cover all of its bases with <br />this plan: support, training, and administration. It's what the + is all about. The Premier+ Success <br />Plan gives you all the benefits of our Premier success plan, including a support rep assigned to <br />your organization, priority case routing, 1-hour response time, 247 phone support, unlimited <br />usage of our entire online course library, plus one very helpful addition: access to your own team <br />of expert Salesforce administrators. This lets you focus on design and management while we <br />support your configuration. <br />The Premier+ Success Plan includes: <br />• Unlimited access to our entire online course catalog of 100+ courses <br />• 247 toll -free phone support <br />• Priority case queuing and routing <br />• Quick 1-hour response time <br />• An assigned support account rep <br />• Force.com code troubleshooting <br />• Customizable end -user course templates <br />• Premier Success Review to measure usage and trends <br />• Access to our pool of Salesforce Certified Administrators who can configure and maintain <br />your Salesforce edition <br />• Premier Success Review to measure usage and trends <br />• Includes administration services: Get configuration help. Request 100+ routine <br />configuration updates like creating users, reports, workflow, and dashboards. You take online <br />administration training to learn the basics, then you tell us your business requirements. Our team <br />of certified administrators updates your Salesforce system. <br />Subject to the Government Cloud Premier+ Success Plan outlined above, access to systems and <br />permissions which could permit access to Customer Data inside of the Salesforce Government <br />Cloud storing U.S. government, U.S. government contractors, and FFRDC Customer Data will be <br />restricted to Qualified U.S. Citizens. Qualified US Citizens are individuals who are United States <br />citizens, and are physically located within the United States when accessing the Salesforce <br />Government Cloud systems; and have completed a background check as a condition of their <br />employment with Salesforce. Severity Levels & Response Timeslssues will be categorized and <br />handled according to an assigned severity level, as follows: <br />Level 1 - Critical <br />Response time: 1 Hour* <br />Critical production issue affecting all users, including system unavailability and data integrity <br />issues with no workaround available. <br />Level 2 - Urgent <br />Response time: 2 Hours* <br />Major functionality is impacted or significant performance degradation is experienced. Issue is <br />persistent and affects many users and/or major functionality. No reasonable workaround available. <br />Also includes time -sensitive requests such as requests for feature activation or a data export. <br />Level 3 - High <br />Response time: 4 Hours** <br />carahsoft 137 carahsoft <br />