Support & Engagement Models

    Flexible support options tailored to your business needs, backed by certified Syndigo experts

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    Engagement Models

    Choose the engagement model that best fits your project needs

    Scope Based Model

    Fixed scope with clear deliverables

    • Work with Customer teams to discover project scope
    • Statement of work based on scope and documented assumptions
    • Clear deliverables with multiple sprints
    • Project charter, timeline and cost estimates
    • Ideal for new implementations

    Time and Materials

    Flexible resource allocation

    • Quality resources to blend into Customer project team
    • Responsible for delivery based on sprint planning
    • Follows Customer program management guidelines
    • Easy resource planning with quick ramp-up or ramp-down
    • No program management overhead

    Support Model

    Ongoing operational support

    • Dedicated or Shared support resources
    • Cost efficient and beneficial post hyper-care
    • Limited CR time included for simple development
    • Follows Customer program management guidelines
    • Easy resource planning with flexibility

    All engagement options are backed by eTron's Solution Council for design review and approval process

    Dedicated Support Model

    Fully trained and certified resources dedicated exclusively to your success

    Engagement Details

    • Fully trained and Syndigo certified support resources
    • Dedicated exclusively for your organization
    • Well trained on your solution prior to engagement
    • Direct access to eTron project team who implemented the solution
    • Integrated into customer SDLC process (JIRA or Azure DevOps)
    • Participate in scrum meetings with status updates
    • Primary focus on non-business issues and bug fixes
    • Up to 40 hours of simple CRs included per month
    • Support Lead available for internal training purposes

    Resources

    Support Lead (Offshore)
    Support Engineer (Offshore)

    Resource Availability

    During Client Business Hours4+ hours
    Offshore Hours4+ hours

    • Minimum 6-month commitment

    • 3-month notice of termination required

    • 1st resource must be a Support Lead

    • Additional Support Engineers can be added as needed

    Shared Support Model

    Cost-effective support from our Center of Excellence team

    Engagement Details

    • Fully trained and Syndigo certified support resources
    • Shared resource allocation from Center of Excellence team
    • Well trained on your solution prior to engagement
    • Direct access to eTron project team who implemented the solution
    • Follows eTron issue tracking process (Azure Planner)
    • Limited to non-business issues and bug fixes
    • Resources available on-demand for customer meetings

    Resources

    Support Lead (Offshore)
    Support Engineer (Offshore)

    • Minimum 6-month commitment

    • 3-month notice of termination required

    • Data model/process changes require Change Order

    • Considered out of scope for support team

    Service Levels for Shared Support

    Guaranteed response and resolution times based on priority

    PriorityDescriptionResponse TargetResolution TargetSLA
    CriticalStops large part of Business or Major issues≤ 30 minutes≤ 8 Hours95%
    HighKey Business process blocked for users≤ 2 Hours≤ 24 Hours95%
    MediumMajor issue for users or minor difficulty for many≤ 4 Business Hours≤ 5 Business Days90%
    LowMinor difficulty for one or more users≤ 8 Business Hours≤ 7 Business Days90%

    • Support team considers Critical tickets with utmost priority and will be flexible working beyond business hours

    • In cases where there is dependency on Syndigo, eTron will liaise and work with Syndigo support. SLA for Syndigo will be applicable in these cases

    • Measurement period: Monthly

    Ready to Get Started?

    Let's discuss which support model is right for your organization

    Schedule Consultation