Our Support Service Plans feature basic support, advanced support, and professional services components.
Support Plan Comparison Table
Note: Items marked with *, **, or *** are explained in the Important Notes section below.
Plan Level | Services |
|---|
Basic Support | Testing, qualifying, fixing, and escalating errors and potential bugs generated by the ACE system Resetting passwords as needed Answering customer questions about use and capabilities of the ACE system Answering customer questions about where in the system certain account or client information can be found Answering field definition questions related to various screens in the ACE system
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Advanced Support | Training and any prep work needed for custom training Workflow design and modifications Setup of preferred and non-preferred vendors ETL profiles (modification of existing and new) Custom reports Inventory Designer (modification of existing and new) Logic Blocks (modification of existing and new) SQL Designer (modification of new or existing)* Analytics (modifications of existing and new)* Logi Reports (modification of existing and new)*
Custom permission roles JavaScript (ETLs, Logic Blocks, and Action Paths)* Virtual Agent 1.0 (workflow modifications only)
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Professional Services | Custom software development Custom reports SQL Designer (modification of new or existing)* Analytics (modifications of existing and new)* Logi Reports (modification of existing and new)*
JavaScript (ETLs, Logic Blocks, and Action Paths)* Virtual Agent 2.0 (modification of existing and new setup)***
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* Requires analysis to determine whether Advanced Support hours or Professional Services apply. Simple or minor changes may be handled under Advanced Support, while complex or substantial changes require Professional Services.
** Professional Services are quoted by InterProse personnel and require customer approval through a signed Statement of Work (SOW).
*** Development of new features for Virtual Agent 2.0 is extremely rare.
