INDUSTRY-SPECIFIC PRODUCTIVITY & EFFICIENCY APPS ON SALESFORCE - PSignite
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INDUSTRY-SP ECIFIC P RODUCTIVITY & EFFICIENCY AP P S ON SALESFORCE
Managed Services Post Go -live Support ©2021 PSignite. All Rights Reserved. Proprietary and Confidential. 2
POST GO-LIVE SUPPORT
Post -Go Live Support Enhancements Application Monitoring
Team focused on Post -Go Access to a team of experts The designated Managed
Live Maintenance & Support. that can provide ongoing Services team monitors your
minor enhancements to instance for application or
your existing Apex errors and proactively
implementation. resolves these issues.
©2021 PSignite. All Rights Reserved. Proprietary and Confidential. 3
POST GO-LIVE SUPPORT
COMMON SUPPORT ISSUES ADVANTAGES OF PS ignite SUPPORT
Direct frictionless access to technical resources In -Context Support (Team that understands your environment)
Ability to support complex solutions cross -cloud solutions Experts that understand complex cross -cloud solutions
Help getting enhancements into production Access to Technical Knowledgeable Resources who can answer your
When issues arise, streamline resolution through in -context support questions & provide guidance over a conversation
Ability to ask questions and have a conversation with knowledgeable Org Enhancements (Configuration, Custom Development)
experts Experienced & Certified Team – Direct line of access to experienced
Ability to quickly fix & diagnose application issues technical resources
Help navigating & coordinating issues quickly with Salesforce Extend and Upskill your existing team – Provide access to expert
resources when questions arise
PSignite POST GO-LIVE SUPPORT
Experts that understand the complexity and integration points across complex
Cross Cloud
multi -cloud solutions – capabilities to advise, maintain and enhance your solutions.
Sales, Service Cloud, Certified Sales & Service experts that understand your application customizations,
Force.com integrations, and what’s needed to scale.
Platform Support & Enhance complex Heroku code -base (Node, Java, Ruby, PHP, etc )
Dashboard maintenance and optimization – support integrations, datasets, and
Analytics
custom SAQL
©2021 PSignite. All Rights Reserved. Proprietary and Confidential. 4
SUPPORT LEVEL COMPARISON
SERVICE CUSTOMER HELP DESK PSignite SUPPORT SALESFORCE SUPPORT
Simple Case Support (Password Reset, User Deactivation) ✓
Co d e Re fa c t o rin g & En h a n c e m e n t s (Cla sse s, Trig g e rs, VF, Co m p o n e n t s)
In -Co n t e xt Su p p o rt (De sig n a t e d t e a m t h a t u n d e rst a n d s yo u r im p le m e n t a t io n ) ✓
Co d e Re vie w & Ap p lic a t io n De sig n Re vie w (Re la t e d t o De fe c t s) ✓
Issu e ro o t c a u se a n a lysis ✓ ✓
Issu e re m e d ia t io n ✓
P ro a c t ive Mo n it o rin g (Ap p lic a t io n Ale rt /Erro r Tria g e ) ✓
Ca se Co o rd in a t io n w it h Sa le sfo rc e o n Issu e s ✓
De p lo ym e n t Su p p o rt ✓
Q u a rt e rly Im p le m e n t a t io n He a lt h Re vie w ✓
P la t fo rm Ou t a g e s / Do w n t im e ✓
Co re P la t fo rm Fe a t u re Issu e s ✓
Ho u rs o f Su p p o rt Cu st o m e r Sp e c ific 8 a m – 5 p m CET 24/7
©2021 PSignite. All Rights Reserved. Proprietary and Confidential. 5
POST GO-LIVE SUPPORT - DESCRIPTION OF SERVICE
The service is a scalable and flexible engagement model to allow the Client to have access to the
Salesforce/Heroku expertise to provide advice, guidance, support and maintenance of our applications.
The service consists of the following items:
ELEMENT DESCRIPTION EXAMPLE
160 hours over 12 weeks (actual amount can be set
according to Client preference in advance for the
Service Capacity An agreed number of hours or days of support per quarter
following 3 months). The minimum volume is 160 hours
for 12 weeks.
Contract Duration 12 week periods With the required service capacity for the 12 week period
150 hours consumed, 10 hours not used and lost in the
quarter 165 hours consumed, 5 hours will be invoiced at
Capacity Rollover Policy Unused capacity must be used in the quarter or lost
the blended rate at the end of the month in which the
capacity was over utilized.
Negative capacity balances are not allowed. Support tickets
Negative balances not allowed. Additional spot capacity
Negative Capacity Balances need to be prioritized, or additional capacity purchased using
can be purchased.
the Change Control Procedure.
Capacity can be used for an appropriate skillset for the task
required as PSignite determines is required for the support
Resource Flexibility Blended rate covering all roles.
tickets raised. Capacity required for the next reporting 12 week
period can be flexed 4 weeks before the end of the period.
Part -Time resources acting as focal point for managing General communication via email. Monthly reporting via
Service Delivery Manager requests and periodic reporting. Contact to the Support Desk email in advance of a 30 minute support review of ticket
will be via a generic email address. progress and hours consumed.
©2021 PSignite. All Rights Reserved. Proprietary and Confidential. 6
POST GO-LIVE SUPPORT - SLA
PSignite sh a ll a im t o re so lve in c id e n t s in a c c o rd a n c e w it h t h e b e lo w Se rvic e Le ve ls:
TARGET RESOLUTION
SECURITY LEVEL DESCRIPTION RESPONSE TIME SLA
TIME (WORKING HOURS)
Significant Impact: System Down and
Critical Incident service materially degraded impacting One (1) Hour Eight (8) Hours
all users.
Significant Impact: Process down
Serious Incident Two (2) Hours Sixteen (16) Hours
impacting all users for that process.
Medium Impact: Process Impacted,
Medium Incidents affecting a few users. A work around Two (2) Hours Forty -Eight (48) Hours
may be available.
Minor Incidents Low Impact: Minor or cosmetic issue Two (2) Hours Seventy -two (72) Hours
©2021 PSignite. All Rights Reserved. Proprietary and Confidential. 7
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