Support

ConnectCare

Our UK-based technical help desk team is dedicated to supporting you in the ongoing operational management of your CRM system. The help desk team can also support your users access to your CRM data and processes, regardless of their location and choice of access device (laptop, tablet or smartphone).

Support Channels

Call Center
Call Center
  • Eliminate on-hold time
    with priority routing to
    Tier 2 escalation engineers

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Remote Support
Remote Support
  • Remote Assistance Support
    from Connect CRM
    using Team Viewer.

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Email Support
Email Support
  • Access self-directed support
    on our ConnectCare portal,
    plus customizable training.

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Support Ticket
Support Ticket
  • Access self-directed support
    on our ConnectCare portal,
    plus customizable training.

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ConnectCare Plans

ConnectCare is a new opportunity for customers to experience a better overall service. Connect CRM is introducing a new ConnectCare package that allows customer to receive Professional Support for up to 3 weeks after the implementation or upgrade. This offers customers the opportunity to raise any questions that were unanswered during the on-site visit. In addition to this, a member of our support services team will contact customers once a week to ensure that the implementation was satisfactory and no issues have arisen since implementation.

Support SLA

Priority Description First Response Time Target Resolution Time
Priority 1 The entire service is "down" and inaccessible. Priority 1 incidents shall be reported by telephone only. Within 10mins Normal Business Hours. Four Normal Business Hours. Continuous effort after initial response and with Client co-operation.
Priority 2 Operation of the services is severely degraded, or major components of the Services are not operational and work cannot reasonably continue. Priority 2 incidents shall be reported by telephone only. Within 1 Normal Business Hours. Within one Business Days after the initial response.
Priority 3 Certain non-essential features of the Service are impaired while most major components of the services remain functional. Within 4 Normal Business Hours. Within four Business Days after the initial response.
Priority 4 Errors that are, non disabling or cosmetic and clearly have little or no impact on the normal operation of the services. Within 8 Normal Business Hours. Next release of the software.