BEST

Maintenance Plus - Tour de Force CRM & SFA

Maintenance Plus is the recommended support plan for all Tour de Force CRM & SFA clients in order to assure that the investment in the Tour de Force CRM & SFA application is protected. The Maintenance Plus plan is required during the first year of operation with Tour de Force CRM & SFA . Clients who chose the Maintenance Plus plan will enjoy all of the benefits of the Upgrade Protection plan and the Standard Maintenance plan, and will also have the security of pre-purchased support credits that can be used for any of the requests outlined below.

Clients who select the Maintenance Plus plan have the benefit of call in support. Normal call in support allows Clients the flexibility of being able to communicate with a member of the Extended Services Team, if available, via phone or email, without the requirement of first logging a support request. Support requests handled through normal call in support are logged to the support site by MRH and charged without the premium of a High priority request.

Better

Standard Maintenance - Tour de Force CRM & SFA

Standard Maintenance is available for those clients who have been operating on the Tour de Force CRM & SFA platform for a minimum of one year. Clients who choose the Standard Maintenance plan will enjoy all of the benefits of the Upgrade Protection plan, outlined below, and will also be provided unlimited access to the web support knowledge base, as well as access to all of the technical bulletins for Tour de Force CRM & SFA . Clients who chose the Standard Maintenance support plan should have the adequate staff to internally support the day to day operation of the Tour de Force CRM & SFA application with the assistance of the web support knowledge base. The ability to log support incidents and request consulting services from the MRH Extended Services Team is available for those clients who chose the Standard Maintenance plan, but only with purchased support credits. Clients who chose the Standard Maintenance plan will also have the ability to purchase blocks of support credits as needed based on the per support credit rate at the time of purchase and the guidelines outlined below. Normal call in support is not available to Clients who select the Standard Maintenance plan and purchase blocks of credits. All call in requests will be charged a 2 credit surcharge above the base charge for the support request. Clients who chose the Standard Maintenance plan will have the ability to upgrade their support plan at any time during the support plan term based on the prorated cost of the Maintenance Plus plan .

Good

Upgrade Protection - Tour de Force CRM & SFA

Upgrade Protection is available for those clients who have been operating on the Tour de Force CRM & SFA platform for a minimum of one year. Clients who chose the Upgrade Protection plan will be assured of having the latest release of Tour de Force CRM & SFA available at all times, including major product releases. All upgrade files will be available for Clients to download with the Upgrade Protection plan at no charge. Consulting and support associated with the upgrade to new versions is not included in the Upgrade Protection support plan. Clients who choose the Upgrade Protection plan should have the adequate staff to internally support the day to day operation of the Tour de Force CRM & SFA application without the need for support from the MRH Extended Services Team. Access to the web support knowledge base and technical bulletins is not available to users who chose the Upgrade Protection plan. The ability to log support incidents on the web support system is still available, but only with purchased support credits. Clients who chose the Upgrade Protection plan will have the ability to purchase blocks of support credits as needed, based on the support credit rate at the time of purchase and the guidelines outlined below. Normal call in support is not available to Clients who select the Upgrade Protection plan and purchase blocks of credits. All call in requests will be charged a minimum 3 credit premium above the base charge for the request. Clients who chose the Upgrade Protection plan will have the ability to upgrade their support plan at any time during the support plan term based on the prorated cost of the plan being upgrade to.