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What percentage of the list price should we be paying for our service plan?
Is a support plan included in this ? or is that extra
thanks
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That depends on which plan you choose.
16% for Enhancement plan with no support incidents
18% for Advanced which includes 6 support incidents
25% for Advanced Plus which includes a dedicated account representative
Richard provided you with the Microsoft support options that comes with your maintenance contract.. However, there are options to get direct support from your partner as well.. Most customers will pay for the A plan (16%) and get all the support from their partners only, which in turn can provide different options, ranging from pay-as-you-go support (pay-per-call), or bank of hours (prepaid) or unlimited support (annual usually).
My previous company used to have unlimited support with their partner for many years, but it was a costly item in the maintenance contract, and when I joined the company, we cut that down to a bank of hours, to finally go with the B Plan from Microsoft which would include at the time 5 support calls per year, no matter how long it took to resolve the issue. Since most of the time our support calls were about bugs found in GP, those calls were free of charge. Passing them along thru the partner would just cost us hours the partner would charge to handle the ticket and pass it on to Microsoft...
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