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.
Standard Support Plans
Standard Business Services Support Plan
Prepaid plan, guaranteed response time, predictable cost support
| Standard Prepaid |
Tier 1 |
Tier 2 |
Tier 3 |
| Hours per Year |
40 |
80 |
120 |
| Plan Term |
12 |
12 |
12 |
| Hourly Rate |
$170 |
$165 |
$160 |
| Predictable Annual Cost |
$6,800 |
$13,200 |
$19,200 |
| Guaranteed Response Time |
4 Hours |
4 Hours |
4 Hour |
| Billing Terms |
Annual in Advance |
Annual in Advance |
Annual in Advance |
Our standard plans designed for the needs of the client who is looking for a support partner that will be there when needed, but does is not looking for the additional
services provided in our premium offering. This plan is available in tiers with dollars available to be used for support.
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 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.
Business Support Services'Test Drive'
On Demand Support
No Support Plan: Time and Materials Hourly Rate:
| Time and Materials |
|
| Hours per Year |
Time and Materials as used |
| Plan Term |
None |
| Hours per Year |
As needed |
| Hourly Rate |
$185 |
| Predictable Annual Cost |
N/A |
| Guaranteed Response Time |
4 Hours |
| Billing Terms |
$800 deposit in Advance |
The Business Support Services ‘Test Drive’ is designed for those clients that want to try us out before buying a plan. More than 50% of our clients did not buy their
original software from TRG. They came specifically for our best in class services. If you find yourself in this situation then maybe this is for you. Test us out!
We feel very confident that once you have worked with our dedicated TRG Business Support Services Professionals you will be ready to move into one of our plans.
We offer this so you don’t have to make the larger investment until you have experienced the level of service and client commitment that makes The Rand Group one of
the most respected service providers in our industry.
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