Versa Cloud ERP Non-Support Requests

Enhancement, Customization, Extra Training, and Consulting Requests are all considered Non-Support Requests

Enhancement

If you require the creation of new capabilities in the Versa software, Integrations, Forms and Reports.

Customization

If you require the improvement of existing capabilities in the Versa software, Integrations, Forms, and Reports.

Training

If you need additional 1:1 or customized training on the Versa product beyond 3 months after Go-Live.

Consulting Services

If you need a particular issue or problem investigated or remedied. These are usually Accounting and/or Process or Workflow related.

Other Consulting projects are part of an initial evaluation of the best way to proceed on a particular issue and they can sometimes result in additional Consulting and/or Customization work once a path forward has been identified. The Versa team usually takes the first steps to investigate these types of non-Support problems and propose an initial solution on a T&M basis with a minimum initial budget that is agreed upon with the Customer and the extended as needed by mutual agreement. Following an agreement between Customer and Versa on a path forward, Versa is usually able to execute the final development, testing, deployment and delivery phase of such projects against one or more Fixed Price Change Orders.

What if Support/Non-Support is not clear?

Sometimes it may not be clear if a particular issue is covered under Support or not. For example, it may not be clear to the Versa Support team if a reported "error" in a particular Versa report is:

Actually an "error"
Is due to the way in which a Customer is using the Versa software.
If the "error" is due to a defect in the Versa software that needs to be fixed.

In these cases, Versa will ask the Customer for their authorization to proceed with investigating the issue. If the investigation determines that the problem occurred exclusively and mainly due to a defect in the Versa software and covered under Support, there will be no charge to the Customer for the investigation or the repair.

However, if it is determined that the issue is not covered under Versa Support, the customer will be charged in arrears for the investigation and solution proposal.

Repairing the problem may require additional Versa work beyond finding the cause of the problem and agreeing on a possible solution. That additional work would have to be authorized by the Customer and would typically occur against a fixed price Change Orders(s) as needed.

Versa Support SLAs

Free Phone and/or Email Support is provided for all eligible Full Users of the Versa Cloud ERP system.

The SLA for an Initial Response for all Support Requests via either Email or Phone is 8 Business Hours – Pacific Time.

The Exception to the above SLA is a Support Request via Phone for System Down/User Locked Out in which case the SLA for an Initial Response is 15 Min. or less.

All Phone Support is provided on a callback basis via phone for North America customers and via Skype/Join.me for the rest of the world. No on-site support is provided.

The inability to periodically meet the Support SLA as defined above does not constitute "Cause" as referred to in the relevant section of any agreement signed with Versa Cloud ERP Inc.