SUaaS
Support as a Service (SUaaS)
At CloudADDIE, we strive for complete customer satisfaction. If, under any circumstance, the client is not satisfied with the first 2 weeks of support, the full billing amount will be refunded.
Our clients will receive a weekly comprehensive status report that will include detailed information regarding the number of hours worked, tasks completed, and tasks in progress.
The client has the right to opt out of service at any time after giving a 14-day notice.
Our accessible support as a service (SUaaS) will include the following applications (cross application support is available at the same rate).
- FCCS
- EPBCS/PBCS
- ARCS
- EPRCS
- EDMCS
- PCMCS
- EPM Automate
- OTBI/BI Publisher
- Tableau
- Power BI
Subscriptions
We provide multiple types of Support as a Service to customize for your needs.
Annual Subscription Support as a Service (SUaaS)
| Tier 1 | Tier 2 | Custom | |
|---|---|---|---|
| Hours | 100 Hours | 200 Hours | Custom |
| Overage | $65 per hour | $60 per hour | $65 per hour |
| Support Hours | M-F 8am – 7pm client time zone |
M-F 8am – 7pm client time zone |
M-F 8am – 7pm client time zone |
| SLA (Service Level Agreement) |
Production/Test | Production/Test | Production/Test |
Monthly Subscription Support as a Service (SUaaS)
| Tier 1 | Custom | |
|---|---|---|
| Hours included in SLA | 40 Hours | Custom |
| Overage | $65 per hour | $65 per hour |
| Support Hours | M-F 8am – 7pm client time zone |
M-F 8am – 7pm client time zone |
| SLA (Service Level Agreement) |
Production/Test Enviroment | Production/Test Enviroment |
- Flat fee for 40 hours of support at $2,600/Month
- Once the 40 hours of support calls have been used, each additional hour will be charged at a rate of $70/hour
- Renewal is available monthly
- Limited email and phone support with response time within 16 business hours (M-F 8 am-7 pm client time zone)
- A Production Environment SLA (Service Level Agreement) is established
- A Test Environment SLA (Service Level Agreement) is established
Full Subscription Support as a Service (SUaaS)
- $6,500 monthly subscription fee
- Unlimited support calls are available per month at no additional fee
- Unlimited email and phone support with response time within 8 business hours (M-F 8 am-7 pm client time zone)
- Flat fee based on application
- Support as a Service (SUaaS) is available for all EPM environments utilized by the client
Time and Material
- Each support call is charged at a rate of $75 per hour
- A minimum of one hour is charged per email or call. All support is charged in one-hour increments
- Limited email and phone support with response time within 32 business hours (M-F 8 am - 7pm client time zone)
- Support is available on Production & Test environments
The categories of items that would be considered production support (i.e. small configuration changes, perhaps training):
- Tasks or processes that are not working
- Any minor update to forms or business rules
- Updates on SmartView reports (not a complete change)
Items that will or could fall under potential enhancements (i.e. enabling Projects Module or Strategic Planning):
- New process
- Creating new business rule
- Creating new plan types
- Adding additional modules
- Changes to COA hierarchy
- Creating new reports
- Customizing existing reports
The types of items that will require additional LOE (any changes that need to be discussed with FP&A):
- Timeframe to build new processes.
- Additional update to existing or new process
- Creating new database
- Creating new application
SLA on different flavors of production issue fixes
All Dashboards
- Cloud ERP OTBI
- Tableau
- Etc.
Production
| Priority | 1st Response | Subsequent Response | Resolution |
|---|---|---|---|
| 1 | 1 Hour | Every 2 Hours | 2-6 Hours |
| 2 | 2 Hours | Every 3 Hours | 6-8 Hours |
| 3 | 3 Hours | Every 4 Hours | 2 Days |
| 4 | 4 Hours | Weekly | 5 Days |
Development/Test
| Priority | 1st Response | Subsequent Response | Resolution |
|---|---|---|---|
| 1 | 3 Hours | Every 4 Hours | 8-12 Hours |
| 2 | 5 Hours | Every 6 Hours | 12-16 Hours |
| 3 | 7 Hours | Every 8 Hours | 4 Days |
| 4 | 9 Hours | Weekly | 6 Days |
For more information, contact us for a free consultation.