Caltech CRM is one of the UK’s leading specialists in Microsoft Dynamics 365, Online and On Premise and is now part of The Pure Synergy Group.

Each client receives the support of a dedicated Account Manager who will work closely with you to ensure your organisation gets the most from your investment in CRM.

Support

The Caltech CRM Support Desk is open from 8.30am to 5pm Monday to Thursday and 8.30am to 4pm on Friday. All support tickets must be opened by sending an email to support@caltech.co.uk.

Service Level Agreement and Logging Tickets

We recommend that customers appoint one or two dedicated team members to log support calls on behalf of end users.
When raising a ticket it’s important to give a score to the support call based on the triage scale listed below:

Urgency Urgency Descriptions (Time) Urgency Score

Low No immediate impact 1

Medium Immediate impact, workaround 2

High Immediate impact, no workaround 3

Imperative Business critical 4

Impact level Impact description (cost) Impact Score

Individual Individual 1

Minor Team/department 2

Significant Business area 3

Major Group 4

Once the customer triage has taken place the details of the support ticket should be sent over to Support@caltech.co.uk. All cases must be raised by email in the first instance. When raising the support ticket please include as much detail as possible including:

The Product (Dynamics CRM / 365, SuperOffice, GoldMine, etc.)
Description of the issue (Include steps to re-produce the error if applicable)
No of users affected
How long the issue has been present
Score (Based on the triage)
Contact details
Details of any investigations that have already been carried out.
Screenshots if applicable

Caltech will then ensure the correct score is applied and update the ticket. An email will be returned with details of the support ticket, number and also a confirmed score and SLA.

SLAs

Based on the triage score the Support Ticket will be assigned a ‘Priority’ and the applicable SLA.

Score Priority SLA

1 – 7 Medium First response in 4 hours. Min response follow-up in 48 hours.

8 – 11 High First response in 2 hours. Min response follow-up in 24 hours.

12 – 16 Critical First response in 1 hour. Follow-up every 3 hours or less by prior agreement.

An initial response is carried out by phone or email from the support desk at Caltech.

In cases where an issue is identified as a bug, rather than a problem with the configuration or some other factor capable of intervention by the support desk, Caltech will be unable to provide a direct resolution for the issue. In this circumstance, Caltech will escalate to the software owner as applicable and press for a fix to be provided either immediately or within a forthcoming release of the software, in line with Caltech’s terms and conditions.

An initial response is carried out by phone or email from the support desk at Caltech.

Closing of Support Tickets

After a ticket resolution has been provided, and there hasn’t been any response from the customer after three communication attempts the Support Ticket will be closed down and a confirmation email will be sent.

Project Work

If you are making enhancements to an existing system your Account Manager will help to ensure that you have all the information you need.

Once the proposal of the work and costs as applicable are agreed you will be allocated a Project Lead to help you drive the changes through.

You will be appointed with a Project Lead who will help you with the enhancements and should be the person to update you on the changes and the project scope, however your Account Manager will be involved in all communications and updates and will still remain your first contact for new work, issue escalation and new questions.