APPSeCONNECT
Customer
Success Strategy
Supporting and accelerating your business growth
Clarifying Instrument on Support Package
Chargeable Support
(Here’s what is not covered under our Standard Annual Maintenance)
The activities mentioned below do not fall under our Standard Annual Maintenance, and will be treated as “chargeable” Technical Support or Extended Technical Support:
- Any adjustments in the connector to be made because of a change in Hosting/Server.
- Any adjustment in the connector to be made because of changes in ERP Version/PL and Ecommerce version.
- Issues raised because of some configuration change at your side in Ecommerce/ ERP/ APPSeCONNECT.
- Installation of new version/patch of APPSeCONNECT at your environment.
- Business Process Changes
- Requirement of additional feature
Technical Support Charges:
For technical support elements, you can either choose support on an hourly basis (60 USD per man-hour) or you can choose one of our support packages as described below:
| Package Level | Service Description | PRE-PAID CONTRACT RATE |
|---|---|---|
| Personalization | 10 Hours of Support | 600 USD |
| Personalization | 20 Hours of Support | 1200 USD |
| Personalization | 40 Hours of Support | 2400 USD |
| Silver | 80 Hours of Support | 4320 USD |
| Gold | 200 Hours of Support | 9600 USD |
| Platinum | 350 Hours of Support | 16800 USD |
Special Hours of Technical Support can be arranged if requested by a customer in advance under Extended Technical Support programme.
A customer is required to pay the cost evaluated for any Extended Technical Support by APPSeCONNECT Reps in advance and may be subjected to some specific terms and conditions in writing.
| Special Support Hours | Cost | Support Time |
|---|---|---|
| Weekend Morning | 70 USD per hour | 10 AM to 10 PM (IST) |
| Weekend Night | 90 USD per hour | 10 PM to 10 AM (IST) |
