What Is and What Is Not Support
Included Support Services:
Technical Application and Infrastructure Support Services
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Business Support Services
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Supported Business Applications Break Fix Support
- Data error assistance
- Application error assistance
- Posting error assistance
- Reporting error assistance
- System error assistance
- Data integration error assistance
User Administration and Maintenance Support
- Remote user access creation and deployment
- User creation training and assistance
- User access and security training and assistance
- Security maintenance training and assistance
Supported Products Service Pack and Hot Fix Maintenance
- Notification of new releases via periodic newsletters
- Application of new releases including testing and deployment
- Quarterly payroll tax update notification and deployment
Database Maintenance
- Backup and disaster recovery maintenance and deployment assistance
- Disaster or data loss recovery assistance
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Accounting and Account Reconciliation Assistance
- Balance sheet account reconciliation assistance
- Bank reconciliation assistance
- A/P and A/R sub ledger to GL reconciliation assistance
- General Ledger accruals and reversal entry assistance
- Revenue and Cost reconciliation and reporting assistance
- Inventory count, cycle count, ABC analysis and GL reconciliation assistance
- Inventory row, rack bin configuration assistance, Multi-bin support, pick ticket and packing slip reporting assistance
- Inventory transfer and in-transit assistance
- Inventory returns and re-work assistance
- Project cost, billing and margin reporting and reconciliation assistance
- PO closing and reconciliation assistance
- Received not invoiced balancing and reconciliation assistance
- Bill of Materials assembly creation support
- Payroll FUTA, SUTA and Workers’ Comp reporting assistance and reconciliation
- Payroll 941, 941B and W2 reporting assistance
- Payroll electronic reporting assistance
- Payroll transaction and check processing assistance
- Payroll direct deposit and ACH file creation and submission assistance
- Employee summary data reconciliation assistance
- Benefit provider integration support
- Benefit enrollment and reporting assistance
- Child Support/Wage Garnishment configuration assistance and training
- Payroll/Payables integration assistance
- Fixed asset depreciation reconciliation assistance
- Fixed asset alternate book (tax) book setup support
Supported Products Reporting and Data Analysis Support
- Modification of existing reports
- Creation and deployment of custom reports (under 8 hours)
- Report definition and design assistance
- Training on report modifications and customizations
- Report deployment and access training and assistance
Supported Products Business Process and Enhancement Support
- Remedial training
- Refresher training
- Process improvement recommendations and assistance
- Data integration fine tuning
- Data integration deployment of projects under 8 hours
- Electronic funds transfers (EFT) setup and testing
- Positive Pay setup and testing
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Excluded Support Services:
- Significant report, form (window) or process modifications/customizations (over 8 hours per request)
- Customized reporting using tools available to the client site (over 8 hours per request)
- Onsite implementation of add-on modules to a deployed system (over 8 hours per request)
- Network or server performance assessments
- Application module maintenance on deployed modules
- Setup and configuration changes
- Creation or updating of test databases or environments
- Server migration or operating system upgrades
- Supported product upgrades
- Solution architecture or best practices consulting
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- Onsite accounting reconciliation and audit preparation assistance
- Onsite training on modules or processes
- SOX or other compliance engagements
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Note: The Rand Group (TRG) Business Support and Support Plans is meant to provide ongoing day to day assistance for your Microsoft /Sage applications
and data TRG is authorized for. While it is our intent to assist with all of your requests, our Business Support Services are for ad-hoc support (anything that is estimated
to take eight (8) hours or less per issue). Technical support and business service support needs that require more than eight (8) hours per issue may require a seperate services contract. Determining which services are not to be covered under these support plans and creation of a
seperate services contract is at your Account Manager and Delivery
Team’s discretion.
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