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Service Level Agreement

This document serves as a set of guidelines to inform decision making within Data2CRM service as well as a guide for community members to better understand the support services provided by Data2CRM service. The document is limited in scope since it sets official policy for providing help through the Support Center. By setting down these policies and channeling requests for help through the Support Center we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.

Who Is Covered Under This Agreement

This agreement is intended to cover Data2CRM service, including:

  1. Service Management
  2. Support Department
  3. Technical Department

Methods of Contact

The Support Center (http://support.magneticone.com) acts as a central point of contact for all technical support, including service questions, migration interruptions, assisted migration, requests, and troubleshooting.

Customers may submit tickets online at (http://support.magneticone.com), contact Support Center via live chat, send an email at support@data2crm.com. Additionally, you can submit feature requests and ideas at Public Feedback Service (http://ideas.data2crm.com/). Due to staffing limitations live chat support may not be immediately available at all times.

Hours of Operation

Our Support Team is there to help you via phone, Live Chat and Email (Technical support) 24/7:

Support Forum questions have lower priority comparing to email tickets, thus replies on forum may take a few business days.

Response Period

The guaranteed response period is 24 hours (business days). Actual response period may be shorter depending on the volume of requests at any point of time.

Responsibilities of Those Making a Request

Users should explore help that is readily available at Data2CRM.Migration website before contacting the Support Center. This help might come from the FAQs (http://www.data2crm.com/migration/faqs/) or Public Feedback Service (http://ideas.data2crm.com/).

When such local help has been exhausted, and assistance is needed, the users should contact the Support Center through one of the methods described in Methods of Contact section. Please provide the following information when contacting the Support Center:

  1. Valid e-mail address that was used as your Data2CRM account login. If you/your ISP use any spam protection, make sure you add contact [at] magneticone [dot] com, support [at] magneticone [dot] com, contact [at] data2crm [dot] com and support [at] data2crm [dot] com to the white list
  2. Migration source and target details
  3. A clear and specific description of the problem or request, including information regarding any error messages you may have received
NOTE: If one of the points mentioned above is not met, Support Staff will contact you (up to 3 replies) to clarify the issue. If no relevant solution is received (no required action is taken) by user, the ticket is considered closed. Data2CRM reserves the right to completely stop the support if the issuer uses abusive language or statements.

All-in-One Support Service Packages

Support Service Packages are developed to make migration even simpler for you. Don’t have enough time to perform full data transfer? No need to spend your time in front of the computer and migrate by yourself. Data2CRM Team will set up your CRM data migration and move the information for you. Find more info and purchase Support Service Packages at http://www.data2crm.com/migration/support-service-plans.
We will complete Full Migration in
  • Basic Support Service – 14 business days
  • Extended Support Service – 28 business days
  • Premium Support Service –  42 business days
  • Ultimate Support Service – more than 42 business days
after verifying access details.
If you don’t request any modifications for 30 days after our tech engineers validate the result of migration, the Package is considered to be successfully performed. After 30 days time is up, all customizations will be done for additional cost.

Conditions of CRM Access Details

When the migration of your CRM is already performed, we highly recommend you to restrict your current access details, change or block them. This should be done after 15 days time in terms of an average automated migration, and after 30 days time in case of Support Service Package purchase.

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