MICROSOFT EXCHANGE • MICROSOFT SHAREPOINT • MICROSOFT DYNAMICS CRM • SMARTERMAIL • MOBILE DEVICE MANAGEMENT • CLOUD BACKUP PRICING DETAILS | 2016 COMPLETE SUPPORT
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MICROSOFT EXCHANGE • MICROSOFT SHAREPOINT • MICROSOFT DYNAMICS CRM • SMARTERMAIL • MOBILE DEVICE MANAGEMENT • CLOUD BACKUP
P R I C I N G D E TA I L S | 2 0 1 6
COMPLETE SUPPORT
VENDOR DESCRIPTION COST/SEATMICROSOFT EXCHANGE 2013 24x7 Phone & Email Support* $2.00
MICROSOFT SHAREPOINT 2013 24x7 Phone & Email Support* $3.00
MICROSOFT DYNAMICS 2013 Basic 24x7 Phone & Email Support* $5.00
Adv. 24x7 Phone & Email Support* $8.00
SMARTERMAIL 24x7 Phone & Email Support* $2.00
MOBILE DEVICE MANAGEMENT 24x7 Phone & Email Support* $5.00
CLOUD BACKUP 24x7 Phone & Email Support* $5.00
WELCOME TO COMPLETE SUPPORT SERVICE Support your customers without the hassle of dedicating time and resources required of your staff. Partners utilizing our COMPLETE Support package spend more time working on proactive needs as opposed to reactive requests. This is Partner-branded support provided by CloudPlus direct to the customer on behalf of our Partners.
Partners that would like to take advantage of the new PLS service should also review our Private Label Support Policy documentation. This documentation outlines the expectations, requirements, and deliverables of the PLS service to ensure the best and most seamless support experience for both the Partner and Customer.
COMPLETE SUPPORT PRICING OVERVIEW
* See Complete Support Service Introduction for complete details and restrictions. If our technicians do receive a question or request that falls outside of the scope of the PLS for these services, they will submit that question or request to the email or phone number provided by the Partner to allow the Partner to follow up with their Customer directly. 1
$2/SEAT/MONTH
PRIVATE-LABEL SUPPORT FOR MICROSOFT EXCHANGE
MICROSOFTEXCHANGE
WHAT’S INCLUDED WITH PLS FOR EXCHANGE SERVICE? 24x7 phone and email support for subscribed Customers regarding questions and issues related to the hosted Microsoft Exchange service. This includes:
Questions or issues related to accessing a user’s mailbox via any supported client (OWA, Outlook, Mobile devices, etc)
General usage questions regarding any supported client
Assistance with the creation of signatures, rules, auto-replies or any other standard client functions
Assistance with exporting data or archiving content to the user’s computer
Mailbox password resets
Folder or calendar sharing
Recovery of deleted items from the Exchange Mailbox Dumpster
Adding mailbox user aliases
Creating or modifying Global Address List Contacts or Distribution Groups
Managing the spam filter settings for the user, including:
– Creating and managing Blacklists and Whitelists
– Creating and managing custom spam filter rules
– Inquiries about the spam filter system in general, or about any specific emails that may have been quarantined that the user would like more details on
WHAT’S NOT INCLUDED Any action that will result in an additional charge or change to billable services, including:
– Mailbox creation or deletion
– Changes to mailbox quota that would result in overage charges
– Creation of Root Public Folders
Usage of or errors caused by an unsupported email client
Any questions not related to the Exchange service (e.g. local hardware, network or non-email software issues or requests)
Any action that violates our Terms of Services (e.g. mass-mailing, spamming)
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PRIVATE-LABEL SUPPORT FOR MICROSOFT SHAREPOINT
WHAT’S INCLUDED WITH PLS FOR SHAREPOINT SERVICE? 24x7 phone and email support for subscribed Customers regarding questions and issues related to the hosted Microsoft SharePoint service. This includes:
Questions or issues related to accessing the SharePoint tenant via any supported client (Web browser, Outlook, etc.)
General questions regarding SharePoint access and navigation
Assistance with creating and customizing SharePoint sites, lists, and libraries
Assistance with creating groups and managing group and user permissions
User password resets
Basic workflow testing and troubleshooting
Assistance with connecting to SharePoint lists via Office applications (limited to the scope of the connection itself, and does not include issues that may occur related to the local Office installation or network)
WHAT’S NOT INCLUDED Any action that will result in an additional charge or change to billable services, including:
– User creation or deletion
– Tenant quota changes
– Creation of Root Public Folders
Any questions not related to the SharePoint service (e.g. local hardware, network or non-SharePoint software issues or requests)
Any action that violates our Terms of Services
$2/SEAT/MONTH
MICROSOFTSHAREPOINT
3
PRIVATE-LABEL SUPPORT FOR CRM BASIC SERVICE
WHAT’S INCLUDED WITH PLS FOR CRM BASIC SERVICE? 24x7 phone and email support for subscribed Customers regarding questions and issues related to the hosted Microsoft Dynamics CRM service. This includes:
Questions or issues related to accessing the CRM tenant via any supported client (Web browser, Outlook, etc.)
General questions regarding CRM access and navigation
Assistance with the creation of Entities (e.g. accounts, contacts, campaigns, etc) within CRM
Assistance with customizing and assigning user roles
WHAT’S NOT INCLUDED Any action that will result in an additional charge or change
to billable services, including:
– User creation or deletion
– Tenant quota changes
Any questions not related to the CRM service (e.g. local hardware, network or non-CRM software issues or requests)
$5/SEAT/MONTH
MICROSOFTCRM BASIC
User password resets
Search list/filter customization
Assistance with static and dynamic exports to Excel
PRIVATE-LABEL SUPPORT FOR CRM ADVANCED SERVICE
WHAT’S INCLUDED WITH PLS FOR CRM ADVANCED SERVICE? Everything that’s included in the CRM Basic Service, including 24x7 phone and email support for subscribed Customers for questions and issues related to the hosted Microsoft Dynamics CRM service, plus the following:
Basic workflow design and debugging
Due to the complexity of the CRM systems and customization options, advanced tenant customization and custom workflow design or testing may be subject to additional Professional Services fees. The standard Professional Service fee is $150 per hour. Our support team can obtain a quote for customization projects.
Basic template creation and testing CRM form design and customization
Access or integration via any unsupported third-party client
Workflow development/customization
Any action that violates our Terms of Services
$8/SEAT/MONTH
MICROSOFTCRM ADVANCED
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PRIVATE-LABEL SUPPORT FOR SMARTERMAIL
WHAT’S INCLUDED WITH PLS FOR SMARTERMAIL? 24x7 phone and email support for subscribed Customers regarding questions and issues related to the hosted SmarterMail service. This includes:
Questions or issues related to accessing a user’s mailbox via any supported client (Webmail, Outlook, Mobile devices, etc)
General usage questions regarding any supported client
Assistance with the creation of signatures or any other standard client functions
Mailbox password resets
Adding mailbox user aliases
Managing the spam filter settings for the user, including:
– Creating and managing Blacklists and Whitelists
– Creating and managing custom spam filter rules
– Inquiries about the spam filter system in general, or about any specific emails that may have been quarantined that the user would like more details on
WHAT’S NOT INCLUDED Any action that will result in an additional charge or change to billable services, including:
– Mailbox creation or deletion
– Changes to mailbox quota that would result in overage charges
Usage of or errors caused by an unsupported email client
Any questions not related to the SmarterMail service (e.g. local hardware, network or non-email software issues or requests)
Any action that violates our Terms of Services (e.g. mass-mailing, spamming)
$2/SEAT/MONTH
SMARTERMAIL
5
PRIVATE-LABEL SUPPORT FOR MOBILE DEVICE MANAGEMENT
WHAT’S INCLUDED WITH PLS FOR MDM SERVICE? 24x7 phone and email support for subscribed Customers regarding questions and issues related to the Mobile Device Management service. This includes:
Assistance with creating security policies for the Customer’s mobile devices
Questions or issues related to downloading and installing the MDM app on end-user devices
Questions regarding monitoring reports
WHAT’S NOT INCLUDED Any action that will result in an additional charge or change to billable services.
Any action that will directly result in the loss of data (e.g. remote wipe)
Any questions not related to the SmarterMail service (e.g. device hardware, cellular/network connectivity, or non-MDM app issues or requests)
$5/SEAT/MONTH
MOBILE DEVICEMANAGEMENT
PRIVATE-LABEL SUPPORT FOR CLOUD BACKUP
WHAT’S INCLUDED WITH PLS FOR CLOUD BACKUP SERVICE? 24x7 phone and email support for subscribed Customers regarding questions and issues related to the Cloud Backup service. This includes:
Questions regarding the Intronis Cloud Backup dashboard
Assistance with the creation of new Computer accounts within an existing Backup account
Assistance with creating, managing, and monitoring backup sets
Questions or issues related to downloading and installing the cloud backup software on end-user computers
WHAT’S NOT INCLUDED Any action that will result in an additional charge or change to billable services, including:
– The creation of additional Backup accounts
– Adjustment in Backup account storage quotas
Disaster recovery restorations requiring on-site assistance
Any questions not related to the Cloud Backup service (e.g. local hardware, network or non-backup software issues or requests)
$5/SEAT/MONTH
CLOUDBACKUP
Questions or issues involving backup job reports
Assistance with fi le restoration jobs on operational systems
Account password resets
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@mycloudplus • cloudplus.net • 813.719.1000
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