Voucher Slabs
Your Path to Flexibility
For organizations change is the only constant. Recognizing this, Alfazance empowers its customers with the freedom to choose from one of five flexible Voucher Slabs. These Voucher Slabs enable customers to purchase functional support hours based on their specific requirements, allowing for a personalized and cost-effective approach.
It’s important to note that the Voucher Slabs are applicable to offsite hours, including meeting hours, documentation, response, and resolution hours. We recognize that your needs can vary, and our Voucher Slabs adapt to accommodate these variations. Moreover, on a monthly basis, Alfazance provides you with updates on your balance hours, ensuring complete transparency.
Ideal for those looking for comprehensive yet moderate support.
A step up, perfect for those with slightly larger support needs.
Tailored for organizations with more extensive ERP support requirements
For organizations with significant support needs.
The epitome of flexibility, allowing you to choose support hours ranging from 150 to 2,000 hours.
At Alfazance, we take quality support seriously. Our Single Service Level Agreement (SLA) is the cornerstone of our commitment to providing top-notch ERP support. This SLA is designed to effectively address support terms while ensuring that every customer gets the quality of support they deserve.
Our SLA works based on a combination of availability, priority levels, and response times, aligning with the following parameters
• Timelines Quoted: We follow standard working hours, translating to eight hours a day, five days a week, according to your workweek.
• Priority Levels: Priority levels are categorized based on the associated business impact, decided mutually by Alfazance and the customer.
These include:
• High: Indicates fatal and business-critical issues.
• Medium: Indicates impaired and business-critical concerns.
• Low: Indicates impaired but non-business-critical matters.
We understand that your ERP environment is unique, with its configurations and processes. Our Flexi Scope is designed to provide support for your existing configurations, including minor modifications that don’t necessitate process changes. We’re here to support your ERP ecosystem, ensuring it runs seamlessly and efficiently.
In the spirit of going above and beyond, Alfazance offers optional add-on services that are designed to enhance your ERP support experience. These add-ons include:
1. Better Response Time (BRT): Enjoy response times as quick as 60 minutes.
2. Dedicated Support Personnel (DSP): Benefit from a dedicated Single Point of Contact (SPOC) to address your service-related needs.
3. Limited Onsite Support (LOS): If your requirements demand onsite support, we’ve got you covered with support based on the hours required.
For those looking for a more hands-on approach, our Onsite/Offsite Application Services (OAS) Model is the answer. Alfazance deploys the necessary resources, either onsite or offsite, for a minimum contract period of three months. These dedicated resources are responsible for day-to-day support activities and can adapt to any additional requirements based on your specific needs.
In the dynamic world, flexibility, and quality support are paramount. Alfazance’s Voucher Slab Based (VSB) Model ensures that you have the power to choose the level of support that aligns with your unique requirements. We’re here to empower your journey, ensuring it’s efficient, effective, and customer-centric.
