Support Plans
TRG clients can choose a plan that meets their needs as an alternative to a "pay as you go" approach. We have 2 basic types of plans and 3 tiers of support hours within each
plan. As the contracted hours increase, the average rate decreases and the benefits increase.
Support plans have an annual contract date with renewal. Should you use all of your support hours before the end of your contract year, you can simply sign up for a new plan
with a new contract year. Should you have available support time remaining on the account during the annual renewal, those dollars would be added to the total available on the next
support contract purchase.
Our clients should work with their assigned account manager to identify the appropriate support level for their needs. Our plans are not 'use it or lose it'
plans.
Premium Support Plans
Premium Business Services Support Plan
All benefits of Standard Plan plus additional services
| Premium Prepaid |
Premium |
Premium Plus |
Premium Advantage |
| Hours per Year |
100 |
250 |
500 |
| Plan Term |
12 |
12 |
12 |
| Hourly Rate |
$160 |
$160 |
$160 |
| Predictable Annual Cost |
$16,000 |
$40,000 |
$80,000 |
| Guaranteed Response Time |
4 Hours |
2 Hours |
1 Hour |
| Billing Terms |
Annual in Advance |
Quarterly in Advance |
Quarterly in Advance |
| Premium Services: |
|
|
|
| Assigned Account Manager |
X |
X |
X |
| Annual Half Day Partner Strategy Session |
X |
X |
X |
| Annual Licensing Review |
|
X |
X |
| Annual Environment and Client Profile Review |
|
X |
X |
| Annual Maintenance and Disaster Recovery Review |
|
X |
X |
| Annual Security/User Access Review |
|
|
X |
| Two Convergence Attendance Passes(MS) |
|
|
X* |
| Two Summit Attendance Passes(SAGE) |
|
|
X* |
*Clients will receive passes to only one of the conferences, not both. If a single client has both Microsoft and Sage products installed and wants to attend both, they can opt for 1
ticket to each conference.
Our premium plans are designed for the needs of the client who is looking for a partner in the management and support of their critical business systems. In addition to the available
support hours, premium clients benefit from an additional range of services provided by TRG as part of the support plan.
TRG is committed to client service. Your guaranteed response time is a commitment for each plan. TRG stands behind that commitment with a guarantee.
TRG is committed to client service. In both the Premium and Standard plans as the Business Support Services investment increases, the TRG investment in client service
increases. Your Guaranteed Response time is a commitment at each level of service. TRG stands behind that commitment with a true Guarantee.
OUR GUARANTEE
If TRG does not initially respond to your case with a phone call or personal email within the client's guaranteed response time specified in the plan, then TRG will issue a $500 voucher
to the Client Account to be used for additional new product purchases or services not related to the support contract.
| 
