Q&A - About the company  

Q: Who is The Rand Group (TRG)
A: At The Rand Group, we understand technology but, more importantly, we understand business. TRG is made up of business-minded service professionals that help businesses do better business with technology. We are here to make processes more efficient by right sizing technology to fit your organization. Our premium support services are designed with you in mind to integrate people, processes and technology to mitigate business risks, reduce operating costs and enhance revenue.

Q: Why should I choose The Rand Group for my Microsoft/Sage support?
A: Our mission is to help ensure that you get the most out of your IT investments. Whether you are looking to improve your bottom line, enhance productivity, or use technology to realize new business opportunities, The Rand Group (TRG) is ready to assist. From business support to strategic consulting, we offer a full range of Premier Support Services for any stage in your IT lifecycle.

Q&A - About Business Support Services  

Q: What products and add-ons do you support?
A: Click here for a full listing of the products we support.

Q: How do I know what is covered under my support contract?
A: Click here for full listing of what is and is not considered support.

Q: What if I need assistance with an issue that is not covered under my support plan?
A: You may also receive professional services for assistance with items not covered under support. Your account manager will work with you directly to assist you with these services.

Q: What is the difference between standard support services and premium support services?
A: Standard support services are designed for the client that wants the best in class support services that The Rand Group provides. The premium support services are designed for clients that are looking for a partner who will work with them to maximizing the return on their business systems investment.

Q: What are premium support services?
A: Through a series of reviews TRG will quickly come to understand you, the client, from a service and support perspective. Our purpose in offering and providing these services allows for a greater understanding of you and your business systems as they are run today. We have developed simple, easy to read, dashboard type reports that build a 360 view of your current business systems investment.

Q: Will the premium support services cost extra?
A: No additional costs are incurred with the premium support services.

Q: How much time do the premium support annual reviews take?
A: A TRG Professional Services Support Professional works with you to gather information. These phone interviews are designed to last between 30-60 minutes depending upon the complexity of your particular business system environment.

Q: Who needs to participate in these reviews?
A: Each review is designed to gather information from a different source within the organization. The lead in each area would be the best source of information for these reviews.

Q: Who will schedule the premium support annual reviews?
A: Your Account Manager will schedule the premium support reviews with you.

Q: How will the findings of the premium support annual review be presented?
A: The findings will be presented in easy to read dashboard type reports and will be reviewed in more detail during the Annual Half Day Partner Strategy Review.

Q&A - About Business Support Service Plans

Q: Why should I have support plan when I already pay an annual Enhancement fee to the software publishers (Sage, Microsoft)?
A: The annual enhancements offered by the software publishers typically allow you access to updates and service packs and depending upon the plan you purchase support as well. What we have found is that most clients have customizations or modifications to their system, or third party applications, none of which will be supported by the software publishers. You will typically be told that your installation is unsupported or that you need to contact yet another support desk. The Rand Group strives to support all products associated with the applications we support as well as getting to know your install so we can support any customizations or modifications as well.

Q: Why should I pre-pay for support services?
A: Prepaid support plans offer lower rates; faster response times and a predictive annual cost for support.

Q: What do I do when I need support?
A: The best and most efficient way to get support is to submit your case through our Support Portal.

Q: What type of reporting will be provided about support usage?
A: Monthly usage and prepaid balance reporting.

Q: What if I use up my plan before they year end?
A: We will work with you to renew your plan or increase your prepaid hours to provide the right level of support for your organization.

Q: What happens to any unused balance at the end of the plan term?
A: All unused dollars convert to a voucher on your account to be used for any new product purchase or non-support services. You never lose your investment when you purchase a support plan from The Rand Group.

Q: What if I have products that are not mentioned in your supported products list?
A: These products will not be covered under the TRG support plans.

Q: I see hours and dollars on the plans, how is the plan usage measured?
A: The plans are consumed by hours spent working on your case, regardless of the level of the Support Professional that responds.

Q&A - About the Business Support Services Professionals

Q: Who will be responding to my support cases?
A: Our team of dedicated and certified professionals stand ready to assist you with your support needs. The right person to work your case will be the one assigned.

Q: Will I work with the same professional that worked on our implementation?
A: Once your implementation has been completed you will transferred to the Business Support Services Professionals where you will receive first class technical support and business support services from a well trained team.

Q: When will I receive a response to support questions?
A: The Rand Group offers a guaranteed response time.

Q: What happens if I do not receive a response within the guaranteed response time?
A: We back up that guarantee with a $500 voucher deposited to your client account if we fail to meet our response time commitment. This voucher can be used to purchase new product or non-support related services. We believe this to be unique in our industry.

Q&A – About Terms and Conditions

Q: What if I am not located near any TRG office, can I still purchase a support services plan?
A: Yes, all TRG support plans include remote support technology.

Q: What if I need someone onsite, is this covered under my support services plan?
A: Your Account Manager will work with you to determine the scope of services and arrange onsite services under a separate contract.

Q: Do I have to sign a contract?
A: Yes. The contract protects you and ensures you receive all of the services and benefits available.

Q: What if I add new products to my installation, do you then support that under my existing plan?
A: TRG is continually adding new products that are included on the current “What is supported” list. If you add new products to your installation and they are supported by TRG, then you have support for that product under your current support contract.

Q: Am I obligated to change my current VAR relationship to purchase support from The Rand Group?
A: Although we would gladly welcome you to The Rand Group, changing from your current VAR relationship is not required.

Q: I have customizations to my installation, are those supported?
A: All customizations made by TRG will be supported. Non TRG customizations will be covered on a case by case basis.