Premier support
Taking advantage of our Premier Support service 1
This is available to customers and users of Salesforce CRM and FinancialForce applications, as an additional option. N.B. you must have the same support arrangements in place for both Salesforce CRM and your FinancialForce applications2.
Premier Support has been designed to provide maximum value, a collaborative partnership, and personalized services. Our premier customer service representatives (CSRs) can tackle your toughest challenges, from troubleshooting for customers of all sizes to multi-thousand-user setup.
In addition to all the benefits of Basic Support, Premier Support includes:
- a two-hour response time (business hours)
- an assigned CSR or team of CSRs
- health checks to determine if your company is using Salesforce CRM and FinancialForce applications to their full advantage
- a toll-free, priority-queued phone line (available in the United States and Canada).
Premier Support more than pays for itself in terms of higher user adoption, more CRM and accounting success, and increased business productivity. In fact: research by salesforce.com has shown that Premier Support customers have 20 to 30 percent higher log-in rates and benefit from 50 percent higher adoption of CRM features, on average.
Premier Support is available for the entire line of FinancialForce solutions. To find out more about how we can help you better manage what's important to you and your business, please contact us.
1. All of these contact methods will take you through to trained salesforce.com staff, who will give you friendly, professional, effective help. The salesforce.com and FinancialForce.com support staff are working together as a team, to help you quickly and effectively solve any problems that you experience with our applications3.
2. So, if you are already using the Premier Support service for your existing Salesforce CRM licenses you will have to take the Premier Support option for FinancialForce.com applications too. Likewise, if you would like the benefits of Premier Support for your FinancialForce applications but have been on Basic Support for Salesforce CRM then you will have to upgrade your Salesforce CRM licenses to Premier Support too.
3. Once you log a case, it will be allocated to a Support team member for prompt attention. On our basic Support service, we aim to be back in contact within 48 hours of your initial enquiry; Premier Support customers benefit from a dedicated team, which enables us to provide a fast-track response within just 2 business hours.
