Extended Support Hours

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Friday, April 30th, 2010 at 3:30pm -- Kat LiendgensBookmark and Share

As we've mentioned in our previous blogs, our Professional Services Team can assist you with your implementation of Cascade Server through our QuickStart packages, which are 100 hour projects designed to get you up and running in Cascade. We also offer custom-quoted projects, which vary in scope and can range from a simple 30-hour template integration to large-scale, 300+ hour projects. But what do you do if you don't necessarily have a specific project in mind with which you need Services' help? What if you want us to assist more on an "ad hoc" consulting basis when you have questions, run into snags with your integration, or you simply want us to spend some time looking at your site and providing input on best practices?

For these situations, we offer another option known as "Extended Support Agreements" (ESAs). ESAs are Professional Services hours that can be purchased in blocks containing as few as 15 hours or as many as you would like. These hours never expire. We simply log all of our work for you until the total time purchased has been exhausted. You can request the extended support hours at any time, and we will complete the work as soon as a resource becomes available. The more advance notice we receive from you, the easier it is for us to accommodate the delivery of work in a timely fashion.

Here are some examples of how clients have used ESAs in the past: consulting calls to discuss site migration, strategizing multi-lingual site implementation, minor development work, troubleshooting assistance, and auditing the implementation of a site. Please note that ESA hours cannot be converted to training and vice versa.

If you have any questions regarding Extended Support Hours, please feel free to contact us.

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• Resources