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CSGCare Support
Responsive customer support is important to your business. That's why we're commited to answering your questions and resolving your issues fast and effectively with CSGCare.
CSGCare provides support for Microsoft Dynamics CRM, GoldMine, Sage CRM, FrontRange ITSM, HEAT, Silverpop Engage, Silverpop Engage B2B, in addition to XpressCRM and Recruit+.
Whether you are an existing CSG customer or not, you can choose the right CSGCare package to suit your requirements and budget.
 Choose the Support level to suit your organisation's unique needs.- Covers both technical and non-technical needs
- Support Desk coverage Australia-wide
- Prompt resolution of incidents will reduce your downtime and increase productivity
- Rapid escalation service in accordance with published Response Times
What is the CSGCare difference?
Traditional support only provides assistance for technical issues. CSGCare™ is different. Now you can access support for both technical and non-technical needs such as training related questions, simple system customisations, assisting with installation or re-installation of software and many other requirements. With CSGCare™ you save time, save money and ensure your investment delivers results day after day with a range of flexible support, services and resources.
How does CSGCare work?
Each CSGCare™ Support contract contains number of CSGCare™ Units (unit = 15 min). CSGCare™ Support covers all your technical issues based on standard technical support module. The benefit of having CSGCare™ Units allows users to raise all non-technical queries that traditionally fall outside the scope of technical support under the same contract and with no additional cost.
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Register now for your free Trial |
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CSGCare has 4 Support Plans available
as well as an Ad-hoc option:
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Features |
Ad-hoc |
Foundation |
Advantage |
Enterprise |
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CSGCare Units |
10 |
10 |
20 |
30 |
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SLA Times |
- |
Level 1 |
Level 1 |
Level 2 |
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QuickBite Training |
- |
Yes |
Yes |
Yes |
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Access to Support Library |
- |
Yes |
Yes |
Yes |
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Dedicated Account Manager |
- |
Yes |
Yes |
Yes |
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Max Technical Incidents Logged |
- |
15 |
Unlimited |
Unlimited |
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Emergency 727 Support |
- |
- |
- |
Optional |
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Recharge cost
per additional 10 units* |
$850 |
$700 |
$650 |
$600 |
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User Conference Tickets |
- |
1 |
2 |
3 |
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Support Reports Available# |
- |
Yes |
Yes |
Yes |
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*all prices ex GST # available on request |
Key Features of CSGCare
CSGCare™ customers have the flexibility to use support for both technical and non technical issues.
Technical Issues
All technical incidents (errors, or functions not performing as designed), specifically related to the supported software application are by and large covered as outlined in the CSGCare Support Charter - a 24 page comprehensive document. CSGCare™ Support for technical issues starts post implementation, and is guaranteed to continue for 2 years after the release of the product, as long as software assurance (maintenance) and an CSGCare™ Support contract have been maintained.
Non-Technical Issues
CSGCare™ Support Agreement includes a number of CSGCare™ Units that you can use for all non-technical issues such as:
- Providing training on operating systems, network or product features
- Data imports and Data clean ups
- Custom report writing and Tuning settings
- Assist resolving network, workstation errors related to the solution
- Creating or customising scripts, code, call-outs, plug-ins, stored procedures, triggers or other programming related tasks.
- Creating custom SQL expressions
- Answering "How Do I?" questions
- Creating or adjusting automated processes
- Providing assistance with Security settings
- Performing/Assisting with front-end customisations
- Creation or modification of new or existing dashboards
- Assisting with email templates...and many more.
Unlimited Access to Support Library
CSGCare™ customers with a support contract have unlimited access to the on-line CSG Support Library which contains a series of education documents that can assist your staff get more out of the products they utilise. This is an on-line resource that enables registered users to download useful documents as and when they are required.
Maximum Technical Incidents
CSGCare™ Advantage and Enterprise customers have unlimited ability to log technical incidents. CSGCare™ Foundation customers have a maximum of 15 technical incidents that can be logged and addressed. Our research has shown that this number is more than sufficient for the vast number of customers at Foundation level.
Unlimited Support Reports
CSGCare™ Foundation, Advantage and Enterprise customers have free unlimited ability to request support reports of each incident logged by our Support Desk, details of the associated work carried our to rectify the issue, and the involvement from any additional parties such as Vendors.
A Dedicated Support Account Manager
CSGCare™ Foundation, Advantage and Enterprise customers have a dedicated Account Manager to answer all questions and assist manage your support needs, so you can always speak to a person who is familiar with you and your organisation.
Emergency 727 Support
Enterprise and customers have the option of choosing Emergency Support from 7am to 7pm AEST. This means that during the hours when support is normally unavailable between 7am to 9am and 5.30pm to 7pm weekdays, Enterprise customers can receive emergency help via a dedicated emergency line and email address. For this option please speak to your Account Manager.
QuickBite User Training
CSGCare™ Foundation, Advantage and Enterprise customers receive unlimited access to CSG's QuickBite online training sessions - unlimited training events and unlimited number of attendees. QuickBite provides a good introduction to features and allows you to begin using the feature or decide if you would like some more in depth training about the discussed feature.
FREE User Conference
The CSG Annual User Conference is the pinnacle annual event for all CSG customers. CSGCare™ Foundation, Advantage and Enterprise customers receive a number of Complimentary User Conference Tickets, valued at $495 each. In addition, CSGCare™ customers also receive the 'first round offer' on this event and all other CSG events if you would like more of your team to attend.
For More Information
Please call Sales on 1300 558 101, email sales@aaromba.com or fill in the enquiry form on this page.
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