Line of Business Application Assistance
Remote Monitoring & Management (RMM)
Line of Business Applications (LOB) are key systems used in a Subscriber’s environment. There are countless applications available for the many verticals of business. To provide a consistent experience across the myriad of applications, Collabrance will ensure Subscriber is able to log into line of business application. Any issues beyond login will be sent to the manufacturer. Collabrance is only able to provide assistance - not "support." We will warm transfer callers and provide vendor management with the software manufacturer.
Benefits
- Eliminate lost productivity of Service Provider or Subscriber by allowing Collabrance to deal with line of business issues
- Expedite resolution time by utilizing Collabrance technical expertise to appropriately articulate issues via a warm transfer to the software manufacturer
Setup
Verify ability to open support case with LOB provider after Service Provider has documented the process
Roles & Responsibilities
Collabrance Responsibilities
Standard Service included in support fee
- Client updates or patches (defined as a newer release of the same software version that contains bug fixes, enhancements, security updates or additional hardware support) performed as part of one off troubleshooting.
- Ensure the end user can log into the application and that the server has connectivity
- Facilitate a warm transfer of the user for any issues beyond login
- Warm transfer involves conferencing in the manufacturer with the user and offering support info to the manufacturer, then disconnecting. If the manufacturer has a hold queue that is longer than 10 minutes, Collabrance will discuss with the user and then drop off the call. Collabrance will be available to be conferenced into the call between the vendor and the user if needed
- User administration (including add, remove and change), following documented process
- Pass all service requests to the Service Provider if there is no valid, documented maintenance agreement
- Backup necessary files through Collabrance managed backup product(s)
- Installing software for a single user, due to a change of responsibilities
Elective Services available for additional fee
- Upgrades on both servers and clients (upgrades are defined as a major version change that is typically purchased.) *This would be a project with a SOW
- Updates on the server
- Mass installation of software (new or re-installation)
Service Provider Responsibilities
- Provide documented process for contacting manufacturer support when a LOB support agreement is in place
- Confirm said documented process is valid
- Installation of LOB application for new employees
- Provide all support for LOB applications that do not have a valid, documented maintenance agreement and contact info
- Understand and document backup and recovery requirements for LOB applications
- Install Line of Business applications on new hardware
Subscriber Responsibilities
- Timely renewal of LOB maintenance (including phone support)
- Appoint a “power user” that is a go between for Service Desk and manufacturer
- Provide contact info and maintenance agreement info
- Have time to work the issue when reporting it to the Service Desk. If the User is unable to work with the vendor during the original support call, Collabrance will provide the vendor number directly to the User and will be available for a conference call if needed
Technical Details
Point of Sale Systems (POS) will be treated as a LOB application.
** Disclaimer: Service Providers must comply with identified Collabrance Requirements in order for items referenced in our Service Catalog to perform properly. **