CitySoft offers to provide companies with a post project support arrangement that recognises the particular stages of post project system support. Our clients can access our HELP Desk support services, based on the purchase of an annual HELP Desk service, or on an as required basis - essentially a pay as you go arrangement. Our Master Services Agreement leads the market as the most comprehensive and structured post project support service.
CitySoft provide all first level support to clients for Sage X3 and the various applications surrounding the core product. We operate a dedicated Support department covering both technical and functional support needs.
Go Live and Post Go Live Support
Your project has gone live, and your Sage X3 advanced business management software system is operational; yet there is a need for support.
CitySoft include an allowance in time in our project plans for hyper-care services, services immediately following go live, essentially the day following your business switching to the new system until your first month end.
For some companies, the Go live period is the day of going live, whilst for others, the time frame is a week or even longer, as services are progressively switched on. Our project plans reflect the size, scale and complexity of a project in resourcing a project go live.
Typically, project sign off does not occur until the successful completion of the first month end following go live. The month following go live also permits clients and consultants to complete tasks that were not required to be completed on the day of go live, such as periodic reports.
Even with quality training, UAT, and project planning, issues do arise between go live and the first period end, and in some cases, multiple periods post go live. CitySoft provision resources to help companies navigate through the initial period of use of the new advanced business software system.
Some consulting firms slim down their project budgets to make their overall investment look more attractive to buyers by excluding the provision of services in the all-important period immediately following go live. Project success often hinges on user acceptance and confidence in the new system, gained during this period and should never to be discounted as an optional project service component.
CitySoft offer clients a choice of two support arrangements; a HELP Desk contract, or the more comprehensive Master Services Agreement.
Our HELP Desk service provides companies with rapid advice and support on a range of matters that occur from time to time when using an advanced business software system.
HELP Desk isn’t a replacement for on-site or remote on-line services, but HELP Desk calls or emails may lead to these other services being offered.
CitySoft’s help desk service is not like some HELP Desks where every call ends up with an additional charge for services. Our HELP Desk teams guarantee they will spend up to 20 minutes per case in an effort to resolve any cases raised by clients with a HELP Desk contract. If we are unable to resolve the case inside the 20 minutes, we’ll request further time to help find a solution for you.
Our Help Desk service is fully manned, delivering companies rapid responses.
Extended help desk service hours are available as a result of CitySoft operating offices in Australia (Melbourne & Sydney), Singapore, Malaysia and the UK.
Master Services Agreement (MSA)
CitySoft offer a comprehensive Master Services Agreement for companies running Sage X3 advanced business software. The MSA Agreement combines support and pre-determined system maintenance services, essentially a combination of pro-active and reactive services designed to maximise system up time and system performance.
Each MSA service plan is tailored to each client’s needs with respect to allocated time and service types making up the MSA.
MSA hours are cumulative from month to month, over the MSA term, and are not forfeited if not consumed during the month.
The MSA agreement accommodates up to two plan switches per year. CitySoft will perform the System Maintenance Services, as and when required, or as scheduled as part of the Services Plans. Hours consumed in excess of Plan hours in any one period, will be billed as per CitySoft’s published schedule of rates.
Your MSA includes Help Desk Services, remote support and on-site support service delivery, data integrity checks, log file audits, and system performance checks, to reduce the possibility of infrastructure issues impacting the performance of your application software.