Magicsoft Sales Solution Service Level Agreement
Package includes
1. Installation of modules
Installation: More than 20 modules will be installed upon client requirement.
Check at https://wiki.vtiger.com/vtiger6/index.php/Modules. Including: Contact Management, Opportunity Management, Email Marketing , Forecasting , Task & Activity Management . Collaboration , Document & File Management , Workflow Automation , Reporting & Insights , Mobile Apps , Integrations , Ticketing & Customer Support
2. Configuration of modules
Magicsoft Asia helps in providing training on general configuration such as Start up page & Set up company details, configure fields, modify drop-down fields & Set up Users. Importing existing data & new data entry will not be covered as it violate our company & client confidential policy.List of self-helped information will be sent to client and there are 1 session of 1hr-1.5hour Skype training for configuration.
Part 1 – 1hr Skype training for configuration.
Part 2 – Questions raised by clients regarding the following features and the training sessions presentation. Clients will be required to send their questions to us within three working days.If more than the above 2 parts are required, there will be counted as support hr (up to 15 hrs).
3. Hosting: Must be hosted on our (Magicsoft cloud) server which included daily backup & firewall protection. If client required to host in on his server, acknowledgment of project responsibility is needed for both parties to agree.
4. CRM Support & helpdesk
Under the ICV package, there will be 15 hours eligible in the first year in the form of phone call, Skype, Email & Whatapps. It will be counted as 30 minutes per unit block while One email/Whatapps reply on enquiry will be equivalent to 30 mins unit block. One year support will be started from the day of the end of Skype Training Session and applicable from Monday to Friday, 9am – 6pm (except public holidays)
We will send client the list of useful URL for self configuration & troubleshooting for their reference to ensure the effectiveness of our support.
5. Payment & Recurring Investment
Two payment terms: 40% as downpayment prior to the start of the project, 60% as final payment prior to the completion.
Project will be conducted according to the target schedule. Payment term has to be strictly followed. Project will be resumed only when the respective payment is done. If the project is postponed or delayed due to any reason by the client, Magicsoft Asia has the right to terminate the project without any refund.
There will be Three recurring option: SGD 1200 – 15hrs, SGD 600 – 6hr, SGD 360 for No support as the investment for hosting as well as maintenance of the CRM software. In the case of client request on migrating back to their own server after 1 year commitment with us, there will be a charge of SGD 600 for website & CRM software migration. Client is eligible to request to host the CRM software as well as website on their own server upon the signing of the agreement on the responsibility of taking the risk of unexpected damage on the software.
6. Domain & email
In the case if agreement on the hosting the software with magicsoft, Domain name will be complimentary, together with 20 emails account using Smarter Mail email software.
7. Professional Services:
A. Website Design
To act as a channel to receive lead for CRM software, magicsoft provides web design to integrate with CRM software.
Below is the list of items included in the package generally. More requirement will be discuss
– Content Management System (CMS) Platform
– Mobile friendly & SEO friendly website
– Optimize for lead conversion
– Website feature – Google Map, Social Profile widget & linking, form creation & autoforwarding
– Company information & Content will be provided by Client
– One page layout website design with loyalty free photos
– Eligible to extend the service: up to 10 webpages & stockphotos upon request with additional cost.
– Setup Webmaster Tool to monitor the website health (Upon request with additional cost)
– Setup traffic tracking system (Upon request with additional cost)
B. Digital Marketing:
In order to attract traffic to the website and ensure the stable function of the CRM software, client might need to consider engage us as service provider on the digital marketing company.
Below is the list of services available:
– Search Engine Optimization
– Search Engine Marketing
– Social Media Marketing
C. Phone Tracking System
Upon the request of client, Magicsoft is able to integrate the phone tracking system to the website to make the Magicsoft Sale Solution a complete solution.
8. Work order & Modification
Every work order done by Magicsoft Asia will be discussed and agreed with the client before we proceed. Every work order will be consolidated & updated and the client needs to acknowledge the work done. Client may feedback and request modifications for every work order. Every modification request will be reviewed & discussed after the first attempt of work order done. Additional modification request on the same work order will be liable to additional cost to the client.
9. Refund
Every work order done by Magicsoft Asia will be discussed and agreed with the client before we proceed. Every work order will be consolidated & updated and the client needs to acknowledge the work done. Client may feedback and request modifications for every work order. Every modification request will be reviewed & discussed after the first attempt of work order done. Additional modification request on the same work order will be liable to additional cost to the client.
All payments for Magicsoft are non-refundable after 30 days upon receiving.
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