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Here you'll find out about Flowbird's Service Level Agreement (SLA)and the level of service you can expect us to deliver.
When the Customer’s Primary or Secondary Representative logs a support call, Flowbird will assess and assign a Priority based upon the Impact and Severity, using the following guidelines:
Extent |
Description |
Single User |
A single user is affected. |
Functional Group |
A number of users, grouped by business function are affected. |
Geographical Group |
A number of users, grouped by their geographical location are affected. |
Organisation |
All the users within the Customer's organisation are affected. |
Severity |
Description |
Example
|
Unable to carry out business function. |
The problem prevents the user from performing its business function. |
The supported application is unavailable. |
Major inconvenience |
The problem allows user(s) to continue to perform their business function in a restrictive manner, and seriously reduces the efficiency of the user(s) within the business. |
Unable to print reports. |
Minor inconvenience |
The user is able to perform its business function, but a matter has been identified which reduces the efficiency of the user(s) within their business function. |
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Priority is a measure based on Impact and Severity, as set out in the previous section, and dictates the level of response that the Support Call will receive.
A major issue which prevents the System or a part thereof from being run and/or cripples the System or a part thereof or causes severe performance degradation; causes a halt to the operation of important tasks by the Customer or places the operation of such tasks at risk.
For example: failure of a major feature; severely degrades a user application where no alternative exists; causes a delay in a time critical implementation; or causes any damage to the data.
A problem (other than a major issue) with the running of the System or any failure of the System to perform in accordance with and provide the facilities, functions and capacity as set out in the relevant technical documentation, which causes disruption to normal working.
For example: Loss of key reports resulting in information having to be sourced by other means.
Severity Level
|
Description |
Target Response
|
1. Outage |
SaaS server down |
Immediate |
2. Critical |
High risk of server downtime |
Within 10 minutes |
3. Urgent |
End-user impact initiated |
Within 20 minutes |
4. Important |
Potential for performance impact if not addressed |
Within 30 minutes |
5. Monitor |
Issue addressed but potentially impactful in the future |
Within one business day |
6. Informational |
Inquiry for information |
Within 48 hours |
Choose your support package.
Our Gold support package offers comprehensive coverage and priority assistance for clients requiring a high level of support.
With this package, you benefit from:
Ensuring the continued smooth operation of your CRM system.
Our experienced consultants are on standby to address any technical issues, provide advanced troubleshooting, and offer personalised training sessions to enhance user proficiency.
The Silver support package provides reliable and responsive support for clients seeking a balanced level of assistance.
With this package, you receive
Our Bronze support package offers essential support for clients with minimal ongoing needs.
While prioritising response times may be lower compared to higher-tier packages, you still benefit from:
No matter which support package you select, you'll receive detailed documentation and project plans, ensuring transparency and keeping you informed. We are committed to open communication, offering reliable support as your CRM partners. Our support agreements provide flexible assistance, allowing you to focus on your business while we handle the technical and training aspects. Whether you choose Gold, Silver, or Bronze support, we promise exceptional service to help you meet your business goals.
Need help with your CRM systems? Whether you're new to the world of CRM, or already using one for your business, we help companies at every stage in their journey!
Book a discovery call or send us an email, we're here to help