The increased demand from Ross ERP customers for remote technical services and advice from experienced consultants has led ProcessOne to expand its Managed Services program to be easier to adopt and be more affordable.
Beginning on May 1, 2014, Managed Services will have 3 optional business models:
This is a 'no-risk' entry point for companies who need help with occasional problems. There is no formal agreement required. All customers receive access to the ProcessOne Help Desk, and a monthly report of tickets solved or in-progress, and the status of any development work requested.
This is a customized Help Desk service with a user-defined scope and specific expectations described in a formal, jointly-developed proposal. This type of service is often needed for a set duration of time. Monthly reports provide detailed activity, consulting hours applied, and development estimates.
Service Level Agreement (SLA):
This is the industry-standard managed services model that covers a broad range of support activities with established priority levels, response times and metrics. Customers of this service usually have limited resources and look to ProcessOne as an extension of their IT group. The
SLA is a 12-month agreement which allows ProcessOne consultants to become familiar with the customer organization, monitor systems, and even anticipate potential issues. 'We want our customers to feel that they can easily access our consultants,’ says CEO Lindsay Rewcastle,‘ using an approach and business model that suits their needs.’