Support

AzambaCareTaker

Unlimited Annual Remote Support

 

Get the high-quality support you need to maintain Sage CRM cost-effectively throughout your organization.

 

CareTaker Remote Support delivers managed support services through an easy to use web portal. With CareTaker, you have unlimited access to Azamba's expert team to ensure maximum uptime and quick and efficient resolution to unforeseen problems.

 

Whether you need us as an extension to your organization or to address an occasional problem or question, Azamba has a plan to fit your requirements. Each plan provides one year of coverage.

 

 

How does it work?

 

You and your team can log issues and track resolution with the CareTaker Portal available at www.azamba.com/caretaker . The interface is designed to ease recording, tracking and managing issues.

 

To make it even easier to get up and running with CareTaker, we've included written and video usage tips on the Portal site.

 

You have control over individual access and decide which of your team can oversee all issues from your organization.

 

What's covered?

 

CareTaker Remote Support provides system and environmental support for all issues relating to your Sage CRM installation. This includes remote troubleshooting and resolution of application errors and system access issues.

 

In addition to the Sage CRM software, coverage supports server and desktop operating systems, browsers, remote access connection software and your database engine as it relates to your Sage CRM system. [To be clear: our support of these systems is limited to Sage CRM related functionality, we don't replace your IT consultants!]

 

CareTaker Remote Support also covers assistance with basic How Do I … questions to help you complete daily tasks effectively and efficiently. For more advanced questions, we will suggest options from our training services.

 

What's not covered?

 

When it comes to covering support issues and How Do I … questions, our policy is liberal; however your Azamba representative may decide an issue is not covered under the plan.

 

Some reasons that this may happen:

  • Questions being asked indicate that the user needs more formalized training. We offer a wide range of training services for these needs.
  • The issue keeps recurring because of environmental issues or user actions beyond our control. We will do our best to advise you how to prevent this from recurring.
  • The issue is a known defect with the software. We will log the issue with Sage and keep you informed as to status and eventual resolution.
  • The issue is a request for customization or enhancement of the system including table, screen, list, workflow, report or other system modifications or creation. We are more than happy to provide you with a fixed bid estimate for any such work and will do so upon request.
  • The issue is a request to install a third-party add-on or previously unused portion of your Sage CRM system. Again, we would love to help you and will provide a fixed bid estimate for any such work upon request.
  • The issue is a request to upgrade your Sage CRM system. Once more … we would love to help and will provide a fixed bid to do so upon request.
  • The issue is a request to come onsite to provide direct support.
  • The issue is related to work done to your system by an outside party (unless previously agreed upon as covered). Of course, any issues related to projects done by Azamba will be covered as we take full responsibility for satisfactory results. 

The Azamba Guarantee

 

All CareTaker Remote Support plans are covered under the AzambaGuarantee.

 

If at any time, if you are unsatisfied with our performance, you can cancel your plan and receive a refund for the remaining term. In return, we ask that you provide us with your feedback so we can improve our services.

 

Plan Options

 

 

Alliance

Preferred

Select

On Demand

Designed for

Can't afford down-time with your Sage CRM system? Looking for the fastest response time and highest priority? Alliance is your best choice.

Is Sage CRM important to your business but not quite mission-critical? If you are looking to balance cost and high-quality service, Preferred is your choice.

Are you looking for high-quality support but don't need immediate turn-around on problems? Select delivers a great service at a value price.

Do you want as-needed support from our expert staff but aren't interested in committing to a long-term plan? Contact us when you need with On Demand services.

Queuing

Fastest, highest priority - typical response time will be within two hours.

High priority - typical response time will be within two to four hours.

Reduced priority - typical response time will be within four to eight hours.

Response time will vary based on current call volume and project workload. Typical response time will be within four to eight hours.

# of Cases Included

Unlimited

Unlimited

Unlimited

Per case charges

Remote Desktop Support

Included

Included

Included

Included

Expert Access

You can select up to two Azamba experts (per project!) to work with you and your team. You select the prioritization level for each contact.

You can select up to two Azamba experts to work with you and your team. You select the prioritization level for each.

You will have a primary Azamba contact who will work with you and your team.

One of our certified consultants will assist you based on availability.

User Management

Roll out CareTaker access to all of your co-workers and allow them to log and manage their issues. You can designate any or all of these individuals as managers and allow them to manage all calls.

Roll out CareTaker access to three of your co-workers and allow them to log and manage their issues. You can designate any or all of these individuals as managers and allow them to manage all calls.

Designate a single person to log and manage issues.

Designate a single person to log and manage issues.

Ignite Subscription

Included

Included

Included

Included

Annual System Check-up

Included

Included

Included

Upon Request

Training Services

10% Discount

 

 

 

Pricing

Begins at $2,100 for 5 user systems

Begins at $1,800 for 5 user systems

Begins at $1,500 for 5 user systems

$125 for 1st 30 mins + $50 for each 15 min