Support Plans
All support plans are designed with the client in mind. Business Support Services clients can choose a plan that meets their needs. We have 2 basic types
of plans and 3 tiers of support hours within each plan. As the contracted hours increases the average rate decreases or the benefits increase. When you contract with TRG
Business Support Services you get much more than just your typical ‘break fix’ support that the software vendor provides. You receive a broad range of services designed to
meet your business needs. Please see our Business Support Services Details page for more information on the type of support you can expect from TRG Business
Support Services.
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 would just sign up for a new plan
with a new contract year. Should Business Support Services clients have available support dollars on account in their plan at contract renewal time, those dollars would be
available as a voucher issued to the client account that are available for use by the client for additional new product purchases or non-support services. Clients would work with their assigned account manager to identify the appropriate support level
for their needs. In other words these are not ‘use it or lose it’ plans. The investment in TRG Business Support Services is never lost, but is always available for you to
use.
Premium Support Plans
Premium Business Services Support Plan
All benefits of Standard Plan plus additional premium 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 |
Quarterly in Advance |
Quarterly in Advance |
Quarterly in Advance |
| Premium Services: |
|
|
|
| Annual Half Day Partner Strategy Session |
X |
X |
X |
| Annual Licensing and Deployment Review |
X |
X |
X |
| Annual Environment and Client Profile Review |
X |
X |
X |
| Annual Maintenance and Disaster Recovery |
X |
X |
X |
| Annual Performance Review |
|
X |
X |
| Annual Security/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 premium in services but not premium in cost. It is 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. For more information on these services please review the Premium Services page.
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 from your assigned TRG Business Support Services Professionals within the
client’s guaranteed response time, 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.
We believe this level of commitment to be unique in Software Support.
| 
