Support Plan


Overview

As part of changing the face of support for membership management software we have created two support plans and the option for you to access telephone support on an ad hoc basis. We know iconnect360 will work well for you but if you have issues or questions we want you to be clear about what you need to do, how you can communicate with us and when and how we will respond.

Support Plans

We are all different and some of us like to dine a la carte and some of us like all you can eat. So our support menu allow you to choose what suites you, when it suites you. You can upgrade and down grade at any time.

Silver

$0 included in your monthly license fee

Gold

$175 per month per site up to 5 users

Support Hours 9am – 5pm AEST Monday – Friday* 8am – 6pm AEST Monday – Friday*
Cloud 9 Support Guarantee Yes Yes
How can you log an issue? Email Email or Phone
How will we get back to you? Email Email or Phone
Maximum wait for a response? 48 hours 24 hours
Level of support Specialist Expert
Training methods Access to online training resources Access to online training resources
Support reporting None Monthly support report emailed
Release communication Communicated via Zen Desk Communicated via email the day after release

* Excluding public holidays


Ad Hoc Telephone Support

If you aren’t subscribed to the Gold Support Plan you still have the opportunity to access telephone support on an ad hoc basis. So if you urgently need to speak to someone you can get your answer quickly and easily through telephone support for a flat support rate of $45 for each call.

Face To Face Training

Yes we do provide face to face training if you would like it. The price for this varies depending on travel costs, accommodation, meals and length of time you wish us to spend on site however prices start from $1400 for a full day of training and then travel expenses are added to this fee.

Data Migration

We do offer a data migration service where we take key information from you in the migration spread sheet and migrate this data into iconnect360. This service is available for both members and prospects. It is a service you can access during implementation initially or something you can access at a later point in time if you transfer members to a new site.