Blue Link Customer Service Guidebook
Table of Contents
1Introduction to Blue Link Customer Service
1.1Blue Link’s Commitment to Service
2Blue Link Services
2.1Support
2.1.1Types of Support
2.1.2The Support Process
2.1.3Chargeable vs. Non-Chargeable Services
2.1.4Target Response Times
2.1.5Access to Data
2.2Implementation & Training Services
2.2.1On-site Services
2.2.2In-House Service
2.3Consulting Services
2.3.1Business Requirement Consultation
2.3.2Custom Specification Development
2.3.3Project Management
2.4Customization Services
3Blue Link Service Level Agreements (“SLA”)
3.1Basic Service Agreement
3.2Standard Service Agreement
3.3Enhanced Service Agreement
3.4Premium Service Agreement
4Blue Link Customer Service Rates
5Customer Web Portal
6SLA Contract Usage Report / Questions about Billable Time
7Software Maintenance Plan
7.1Upgrades
1Introduction to Blue Link Customer Service
Blue Link recognizes the importance of the products and services that we provide to your company. From onsite implementation services to individual support incidents, accurate and timely resolution of issues can have a direct impact on the success of your company. For this reason, Blue Link is dedicated to providing the highest possible level of customer service to both our direct customers and our partner channel.
The “Blue Link Customer Service Guidebook” is designed to help our customers and partners better understand the services offered by Blue Link, and how they can take advantage of those services to ensure a successful and happy working relationship. All customers should familiarize themselves with the services outlined in this document to ensure a superior level of service.
This document is divided into the following sections:
- Services – a complete list of services available, and a description of the activities included in each service
- Service Level Agreements – support and service contracts available to customers to secure a priority level of service at an effectively lower rate.
- Customer Service Rates – lists the current rates for services
1.1Blue Link’s Commitment to Service
Blue Link’s “Commitment to Service” provides our customers with the highest level of service possible. Blue Link is dedicated to hiring quality individuals with the skills required to service our customers. All Blue Link technical employees are proficient in accounting principles, accounting system implementations and general computer knowledge. Chartered Accountant, Certified Management Accountant, Microsoft Certified Professional, Microsoft Certified System Engineer and Microsoft Certified Solution Developers are just some of the designations of Blue Link employees.
As part of Blue Link’s “Commitment to Service”, we ensure that the individuals working with you have the skills required to successfully complete the job. In the odd circumstance where the task may be outside the capabilities of the individual or the solution is taking longer than the individual feels it should, the issue will be automatically escalated to a senior manager. The senior manager will work in conjunction with the individual to ensure a timely resolution to the issue.
Blue Link’s support department is structured in a unique fashion. The support manager oversees all activities, ensuring the accurate and timely resolution of all support incidents. The Support Team is comprised of all of our consultants and developers, who rotate through support duties on a weekly basis. This ensures that you receive the same superior level of service from a support team member that you receive from your onsite consultant.
2Blue Link Services
Blue Link offers a wide range of services to our customers. This section describes each of the following services, and explains the activities that make up the service:
- Support
- Implementation and Training
- Consulting
- Customization
- Training Courses
2.1Support
Support is generally provided by our Support Team and can be offered via a range of communication media.
2.1.1Types of Support
The principal types of support offered are:
- Electronic Support: email and web site
- Telephone Support
- Remote Support
These are detailed below.
2.1.1.1Electronic Support
Electronic support is generally used for quick how-to questions or to log a new support incident where the issue you are having is easily communicated in written form. Electronic support can be initiated by emailing or filling out the support request form at Electronic support is generally answered via return email unless the technician feels that the problem can be better explained in a telephone conversation. If you are just submitting your incident and would like a Support Team member to respond to your incident by calling you back, please state that in your submission.
2.1.1.2Telephone Support
Telephone support is generally used for any of the following: quick how-to questions, operational or setup issues, implementation support, technical assistance, troubleshooting assistance or emergency issues.
Telephone support can be initiated by calling (905) 660-0599 and requesting the support department. Your call will be placed in the support queue and answered by the next available Support Team member. In circumstances where a Support Team member cannot answer your call you can choose to leave a message in the support voicemail box or hit “0” and log your support incident with our receptionist. Blue Link makes every effort to answer all support calls immediately, but under some circumstances a Support Team member may not be available. Under these circumstances a Support Team member will return your call within the applicable response time (see section 2.1.4).
2.1.1.3Remote Support
Remote Support is required for some incidents where the Support Team member requires access to the customers system. This type of support is generally required when the Support Team member cannot duplicate the customer’s problem at our site, or when data manipulation is required to resolve the issue.
In order for a Support Team member to perform Remote Support, the Support Team member must be able to access the customers system via one of the following approved methods: Microsoft Terminal Server, Citrix Winframe, Symantec PCAnywhere, or other remote control software supported by Blue Link. Connections can be made via the Internet or dial-up connection, with the Internet being the preferred approach. If a support incident requires Remote Support and the customer does not have this capability they must schedule and pay for an On-Site service call.
By purchasing a Service Level Agreement, you agree to grant Blue Linkpermission to access your computer, data and network remotely for the purpose of providing one or more of the services described herein.
2.1.2The Support Process
We believe that it is important for the customer to understand in detail the process used at Blue Link to track a support incident from initial logging to resolution.
- Incident is Logged
- When a new support incident is received via Electronic or Telephone Support it is assigned an incident number and logged in Blue Link’s Incident Management System.
- Initial Response to Customer
- In response to the logged incident; the Support Team member must communicate the incident number to customer, usually via the medium that the incident was logged. If the Support Team member knows the resolution to the incident then they will often include it in this correspondence. If they are not aware of the resolution, they will communicate a plan of action to the customer and request any further information regarding the incident. All future communication on this incident should be referenced with the incident number.
- Detailed Analysis of Incident
- If the incident was not resolved in Step 2, the Support Team member will perform further analysis of the incident. If a resolution cannot be determined within a reasonable amount of time, then the Support Team member will consult the Support Manager and together they will work towards the resolution of the incident. If a resolution is determined at any stage in this step it will be communicated back to the customer.
- Escalation of Incident
- Escalation to Remote Support – A remote support call is scheduled when the incident cannot be resolved in Step 3, and the Support Team member requires further information or access to the customer’s system. Remote Support can also be used as a training tool to help the customer understand the process, in that the Support Team member can connect to the customer’s computer and help walk them through the process.
- Escalation to On-Site Service Call - If an On-Site visit is required to resolve the issue, then the issue is escalated to the Operations Manager. The Operations Manager will schedule an on-site service call for the next available consultant. Escalated support incidents are given priority status, and are normally scheduled 1-2 weeks from date of notice.
2.1.3Chargeable vs. Non-Chargeable Services
Blue Link Services are considered chargeable unless they fall under one of the following non-chargeable categories:
- Issues resulting from a programming defect with a Blue Link Product that is reported to Blue Link while under warranty.
- Issues resulting directly from a defect in custom developed software that is reported to Blue Link within the applicable warranty period.
All other services are provided on a chargeable basis. Please note that Blue Link consultants and support team members do not have authority to determine whether an incident is chargeable or not.
2.1.4Target Response Times
Although Blue Link tries to answer every support call immediately, unfortunately it is not always possible. For this reason, in order to offer a better level of service, customers now have a choice of target response time. Target response times range from 2-8 business hours depending on the Service Level Agreement chosen. The target response time is the amount of time that elapses from when an issue is reported to when a Blue Link representative begins work on your issue. It does not represent the amount of time within which the issue will be resolved, as this can vary greatly depending on the complexity of the issue at hand.
It is obviously not possible to resolve all support issues within a guaranteed timeframe. However, in situations where the incident cannot be resolved within the target response time, the customer shall be notified within that timeframe of the status of their incident, the step it is currently at (refer to section 2.1.2), and/or the plan of action to be followed.
2.1.5Access to Data
The customer acknowledges that on occasion, issues may arise which cannot be solved without access to the customer’s data. The customer agrees to provide access to their data file for the purpose of resolving the issues at hand.
Blue Link agrees to protect the confidential information contained therein. Blue Link shall maintain such data in a secure location and at the customer’s request will destroy all copies of such data once the issue is resolved.
2.2Implementation & Training Services
As part of Blue Link’s “Commitment to Service” we have a team of expert consultants available to deliver our implementation & training services. Our consultants understand the importance of our products to your business and have the training and background to successfully implement your system.
At Blue Link, our implementation methodology has been developed over years using the experiences gathered from hundreds of implementations. We recognize how important it is that our consultant fully understands your business so that decisions can be made jointly at each stage of the implementation process.
2.2.1On-site Services
On-site Services consist of Implementation, Data Conversion, and Training Services. Each of these services is offered at the client’s place of business and should be booked 2-3 weeks in advance to ensure the availability of a consultant. The first half hour of round-trip travel time is considered non-billable time, with the remainder being billed at normal hourly rates. The minimum billable time increment for onsite service is 2 hours.
2.2.2In-House Service
In situations where the consultant determines that they would be more productive working at the Blue Link office, they will do so only with the approval of the client. Certain services, such as Data Conversion preparation, can often be done much more productively at the Blue Link office due to the enhanced resources available to the consultant.
In-House services are billed at the same rate as on-site services with the benefit of not having to pay for travel time (since there is none).
2.3Consulting Services
Blue Link offers three types of consulting services depending on the complexity of the customer’s implementation.
2.3.1Business Requirement Consultation
A business requirement consultation is available for customers with complex business processes or requirements. This consultation is often performed prior to the initial sale, or when a company wishes to automate a new component of their business process. The consultation process involves a consultant from Blue Link and an individual or group of people from your company jointly reviewing the business process. In so doing, the consultant is able to compare business needs with software capabilities and existing procedures, and to create a detailed report that explains both the requirements and how they may be met. The customer is provided with a document that sets this out in sufficient detail that it may be used as a basis for determining possible solutions and estimated costs, irrespective of whether the proposed solution is to be delivered by Blue Link or another organization
The business requirement consultation usually takes between 1 and 5 days to complete.
2.3.2Custom Specification Development
A custom specification is used to document custom development requirements, and explain how those requirements will be met. The document outlines all objects and changes that will be made to the software along with screen or report samples where applicable. A custom specification will include detailed examples of the business process, allowing the reader of the document to understand the business process and requirements.
Custom specifications must be developed for all custom projects in order to facilitate a fixed price for custom projects.
Custom specifications are usually developed under two circumstances:
- Extension of the Business Requirements Consultation:
- Upon the completion of a business requirement consultation where custom requirements have been identified, developing a custom specification allows the customer to understand how the new system will work and permits Blue Link to provide a fixed price quote.
- Custom Requirements for an existing customer:
- After working with a Blue Link product for a period of time, some of your business processes may change or you may become aware of a better way to utilize the system. In the situation where these changes require custom modifications to the software, a custom specification must be developed.
2.3.3Project Management
On large implementations, with complex business requirements or substantial custom requirements, it is sometimes necessary to utilize a project manager. The project manager’s main responsibility is to coordinate the project at a high level to ensure that everyone is working together and tasks are being completed on time, in order to ensure the success of the implementation.
2.4Customization Services
Customization services are available for a wide range of projects from the development of new reporting requirements to integration with various mainstream business systems. Depending on the size of the project a Business Requirements Consultation or Custom Specification may be required before proceeding with the custom project.
3Blue Link Service Level Agreements (“SLA”)
All customers must have a SLA in order to receive support from Blue Link.
SLA’s are available in 4 different varieties:
- Basic
- Standard
- Enhanced
- Premium
Common Characteristics of all Service Level Agreements:
- Expire upon usage of agreement hours or expiry date, whichever occurs first
- Valid for Electronic, Telephone and Remote Support
- Cannot be used for onsite service or custom programming
- Agreements go into effect when Blue Link receives payment for the SLA
- Purchase of Service Level Agreement (except Basic) with a Blue Link Product extends the initial period of that particular SLAby 3 months
- Minimum Charge of a quarter hour per incident (Basic excluded – minimum charge is 1 hour)
3.1Basic Service Agreement
Our Basic Service Agreement is designed for customers with the following characteristics:
- Seldom require support
- Do not require priority service
- Note: if you purchased software from another company and would like Blue Link to provide support, you will initially require at least a Standard Service Agreement. After expiry of the first agreement, you may switch to the Basic Agreement if appropriate.
Basic Service Agreement includes:
- Blue Link Support on a Prepaid basis[1] - minimum prepayment is one hour.
- 8 Hour Response Time
- Normal Hourly Support Rates
- Minimum charge is one hour – so if issue is resolved in less than 1 hour, 1 hour is still consumed.
3.2Standard Service Agreement
Our Standard Service Agreement is designed for customers with the following characteristics:
- Require regular support
- Require a quicker Response Time
Standard ServiceAgreement includes:
- Blue Link Support including Electronic, Telephone, and Remote Support
- 10 hours of Blue Link Support within one year
- 4 Hour Response Time
- Reduced Hourly Support Rates
3.3Enhanced Service Agreement
Our Enhanced Service Agreement is designed for customers with the following characteristics:
- New user (or recent upgrade) of Blue Link products, OR
- Have complex business processes and requirements
- Require quicker response time
Enhanced ServiceAgreement includes:
- Blue Link Support including Electronic, Telephone, and Remote Support
- 15 hours of Blue Link Support within two years
- 4 Hour Response Time
- Lower Hourly Support Rates
3.4Premium Service Agreement
Our Premium Service Agreement is designed for customers with the following characteristics:
- Require an exceptional level of support
- Have complex business processes and requirements
- Require quickest response time
Premium Service Agreement includes:
- Blue Link Support including Electronic, Telephone, and Remote Support
- 30 hours of Blue Link Support within two years
- 2 Hour Response Time
- Lowest Hourly Support Rates
4Blue Link Customer Service Rates
Rates are effective March 1, 2008 – Subject to change without notice. All rates / prices exclude sales taxes.