Support Terms

After purchasing product customers are entitled to one year standard support and updates of new releases and fixes of the purchased products(s) from the time of purchase of the first product licenses. Subsequent purchases of additional licenses of the same product fall under the terms of the initial purchase.

After one year from initial purchase, customers may purchase annual support contracts (standard or premium). We provide a 30-day grace period after support expiration to allow customers to purchase an additional year of support with standard support contract.

In all cases where an additional year of support is purchased, the term of that support will commence as of the expiration date of the original support period. For example, an organization that purchases product licenses on January 1, 2010 and waits to renew support until February 2011 will receive support through December 31, 2011; one year starting from the expiration of the original term.

FocusLive Support Plans

FocusLive products offers two Support Plans:

Standard Support Plan

Premium Support Plan

 

Standard Support Plan price is offered at 20% of the amount of the total purchased product(s) and is eligible for customers who renew their contract within maximum 30 days after expiration.

If a customer fails to renew the support contract within 30 days after expiration and wish to purchase support plan after this period then the customer has to purchase an Extended Support Plan which is priced at 30% of the amount of the total purchased product(s). When Extended Support Plan contract is purchased, its start period will begin from the expiration date of the last contract. If the customer does not renew the support contract within 1 year after expiration, the customer has to buy new licenses.

A Premium Support Plan is also available for an additional 10% of the product list price per 1 year and may be added to the product purchase. Note: Premium support Plan can’t be split by certain products and therefore can only be applied to all the purchased products.

 

Standard Support Plan (Support Portal Access and Email only with response time guidelines)

 

• Customers can contact our support via our support portal or email.

• Acknowledge Receipt of emails: immediate automated response

• Customer service repetitive responds to request (via email or return phone call): within 8 business hours.

• Level 1: Critical issues causing Dynamics CRM to be down and unusable are resolved within 8 business hours

• Level 2: Issues causing one or more FocusLive products to be down and unusable are resolved within 24 business hours

• Level 3: All other issues are resolved within 48 business hours

• All timeframes are based on the time at which the customer has notified the issue to FocusLive

• The response time guarantees above cover only technical issues that cause FocusLive products to behave differently than described in the user documentation, and does not cover general inquiries such as functionality questions, training related questions, requests for enhancements, etc.

• Business hours are from 9:00 to 18:00 (GMT +1) exclusive of French holidays

• Problems are considered resolved when the functionality of the affected FocusLive products is restored to that described in the user documentation. However, in the event of more complex software errors that require extra time to resolve, the response time requirements above shall be satisfied when a clear plan of action with timeline is communicated to the customer and a temporary workaround has been provided.  

 

Premium Technical Support Plan (Email and Phone with guaranteed response times)

 

• Customers who purchase premium support have access to a dedicated number for our hotline support center.

• Customers can also contact our support via our support portal and email.

• The customer will provide FocusLive with the names of up to 3 authorized technical contacts

• FocusLive will only provide premium technical support to the three individuals listed on this authorization list

• If a FocusLive support representative is not immediately available to answer the call and the customer leaves a message, a FocusLive representative will call the customer within 1 business hour

• Level 1: Critical issues causing Dynamics CRM to be down and unusable are resolved within 4 business hours

• Level 2: Issues causing one or more FocusLive products to be down and unusable are resolved within 8 business hours

• Level 3: All other issues are resolved within 16 business hours

• All timeframes are based on the time at which the customer has notified the issue to FocusLive

• The response time guaranteed above cover only technical issues that cause FocusLive products to behave differently than described in the user documentation, and does not cover general inquiries such as functionality questions, training related questions, requests for enhancements, etc.

• Business hours are from 9:00 to 18:00 (GMT +1) exclusive of French holidays

• Problems are considered resolved when the functionality of the affected FocusLive products is restored to that described in the user documentation. However, in the event of more complex software errors that require extra time to resolve, the response time requirements above shall be satisfied when a clear plan of action with timeline is communicated to the customer and a temporary workaround has been provided

 

In the event that FocusLive does not meet the response times required by the plan(s) outlined above, and the Customer has not waived (in writing or email) the provisions of this Service Level Agreement for a particular incident, FocusLive will extend Customer’s existing support coverage at no additional charge as follows:

• For critical issues causing Dynamics CRM to be down and unusable – Two Months

• For issues causing one or more FocusLive products to be down and unusable – One Month

• For any other issue - Two Weeks