ShoNet Support Options
Main features (Included in both Annual and Ad hoc support agreements)
· Bugs, Errors, Mistakes, Glitches, Gremlins – Fixed!
· Team of certified Salesforce Consultants and Developers
· Cost effective support; no need to employ a full-time Salesforce Administrator
· Access to the ShoNet support portal for up to three designated users
· Quick response time: we will respond within 1 business day and will aim to either resolve or
provide a plan of action within 2 business days
Post Project Implementation Support
· Post Implementation Warranty – ShoNet will ensure the system is working in the expected manner.
We will fix any bug raised within 4 weeks of Go-Live date. This support is in addition to any support agreement purchased which, if applicable, will follow on after the complimentary period
· Negotiated discount applied to the Annual contract rates advertised
· Conditions:-
o Anything not reported in the contractual tenure will not be treated as a Bug
o Bugs caused by other changes completed in the Org will not be covered as part of warranty
Bug vs Change Request
Bug (Defect)
The variance between the expected & actual results. When the system is not working in the expected manner,
ShoNet will fix the bug, provided no other changes have been made in the system by users.
Change Request:
A formal request for an alteration to the application implemented*
*Minor changes such as creating fields and new users are exceptional and will be supported.
Annual Support Contract option - additional to the main features
· Minor service improvements such as adding new fields, updating page layouts and creating new users
· Ongoing System Maintenance
· Assistance with new releases -
Quarterly system health checks
List view and reporting requirements reviewed to determine whether your organisation
is using Salesforce CRM to its full advantage
Add Ons – purchased additionally and not included in the Annual Contract
o Training
o Data Migration
o Automation
o Change requests
o Adding new applications
Annual Support Contract:
Based upon 3 designated Support Portal Users.
Ad hoc Support Agreement - additional to the main features
· With an Ad hoc support contract, we are here when you need us. Your time can be used towards customisation,
online training* or analysis requests.
· Flexible and tailored Salesforce support to suit you.
· Minor service improvements such as adding new fields, updating page layouts and creating new users.
· Data Migration
· No expiration date for ad-hoc support hours
* Standard Salesforce feature training. For customised training requirements, additional planning and preparation time will be required for every session (30 minutes per hour)
Ad hoc Contract Pricing:
Ad hoc agreement can be purchased in increments of 10 hours of support.
· Additional options and discounts for increased number of hours purchased
· Non-profit discounts available
Add Ons – purchased additionally and not included in the Ad hoc Contract
· Adding new applications
· On-site Training
· Automation
* Contact us for a free quote.