Hi, Cavagnaro,
it really depends on the call center, but for Genesys CTI maintenance the standard package is:
- 24/365 support with SLA of 90 minutes (in other words we guarantee to be on-site in 90 minutes or less)
- free minor version upgrades
- Q&A regarding any problem that might involve Genesys
- Log analysis and resolution within 24 hours or if not possible escalation to Genesys through issuing a ticket
- on-site presence and support for schedules system shutdown for maintenance purposes(usually twice a year for one building)
- weekly on-site review meetings
Are usually the main bulk of the contract.
to summarize:
I have seen many a vendor here who put their own needs over the needs of the client, and to be honest it really sigust me.
So pretty much we sit down with client and come up with a plan that makes sure that it is a support that actually benefits them. In most cases, client does not really know what they need, because usually it is a new call center and it is hard to foresee problems and needs regarding something they never used before. So, we usually come up with the basic needs for them. This means answering their phone calls whenever they have a question, or arriving at 11PM and being on-site until 11AM with them during scheduled power-outages. Obviously, it means attending the meetings beforehand, preparing the necessary documentation, and overall just giving them the functionality that they need. Sometimes people forget why clients pay maintenance fees: it is not "just in case" - it is really to help them with day to day operations of Genesys, because what good is having something if day-to-day operations require additional payments?
I found that being honest, flexible and most important look at the issue from client's perspective usually is the best way to start a relationship. I know it sound like a very nice sales talk, but actually it is not. If we don't do it, we would not be here today. (sorry for a bit of rhetoric...
)
