Advanced Help Desk Support Packages

Advanced Support Packages

Customers in the need of additional support to maintain and manage the Appsuite Loyalty & CRM program may opt to select additional Support Services packages.  The following service packages are available and billed monthly to your account.

Service packages do not include making any customizations or changes within your POS system. The customer will be required to submit all request for support via Appsuite support website by visiting: https://mobileAppsuite.zendesk.com/hc/en-us/requests/new. If you require assistance with updating or creating items in your POS system, we offer those services at a billable rate.

Each package includes the following:

Package # 1 | Program Administration Package

This package includes client support managing and maintaining program changes of the Loyalty & CRM program.

Services Provided:

• Setup Campaigns
• Setup Offers
• Setup of email campaigns and schedule for distribution
• Member administration changes (update profile, merge accounts, adjust points, etc.)
• Two (2) after hour support calls/tickets a month for issues that can be resolved by the Professional Services Team (such as Gift Card Edits/Gift Card Resend/Menu Item Update/Pictures, Menu items/Modifier etc.) things that we can perform in CCP. This does not include anything server related, or any services outside of Professional Services.

Tier	Hours of Support	Monthly Pricing
SILVER	up to (4) hrs./month	The cost will be $200 a month with additional support at $100/hour.
GOLD	up to (8) hrs./month	The cost will be $360 a month with additional support at $90/hour.
PLATINUM	up to (16) hrs./month	The cost will be $640 a month with additional support at $80/hour.
ENTERPRISE	Greater than (16) hrs./month	CALL FOR PRICING

Customer Responsibility:

• Customer to provide content for any campaigns, offers or email distribution. Graphic creation is not included as part of this service. Graphic content must be provided by the customer. If this service is requested, it will be billable at $125.00 per hour.
• Customers are responsible for reviewing grammar and spelling for any content produced such as emails, campaigns and offers.
• Customer must submit the request by visiting our website. Request can only be submitted Monday-Friday during normal business hours. https://mobileAppsuite.zendesk.com/hc/en-us/requests/new

Package # 2 | Order Management Services

This package provides client support of managing tasks related to orders.

Services Provided:

Includes tasks such as:

• Updating prices from Appsuite CCP ordering module
• Creating new menu items and linking them for synchronization
• Creating and modifying menu modifier groups
• Linking menu modifier groups to menu items
• Two (2) after hour support calls/tickets a month for issues that can be resolved by the Professional Services Team (such as Gift Card Edits/Gift Card Resend/Menu Item Update/Pictures, Menu items/Modifier etc.) things that we can perform in CCP. This does not include anything server related, or any services outside of Professional Services.

Package Pricing

Tier	Hours of Support	Monthly Pricing
SILVER	up to (4) hrs./month	The cost will be $200 a month with additional support at $100/hour.
GOLD	up to (8) hrs./month	The cost will be $360 a month with additional support at $90/hour.
PLATINUM	up to (16) hrs./month	The cost will be $640 a month with additional support at $80/hour.
ENTERPRISE	Greater than (16) hrs./month	CALL FOR PRICING

Customer Responsibility:

• The customer is responsible for creating all new menu items in your POS
• The customer is responsible for creating new modifiers in your POS
• The customer is responsible for updating prices within your POS and must notify Appsuite when those items have been updated.
• Customer must submit the request by visiting our website. Request can only be submitted Monday-Friday during normal business hours. https://mobileAppsuite.zendesk.com/hc/en-us/requests/new

Package #3 | Full-Service Package

This package provides client support for Campaigns and Online Ordering. You will receive everything included in Package One and Package Two.

Services Provided:

Includes tasks such as:

• Updating prices from Appsuite CCP ordering module
• Creating new menu items and linking them for synchronization
• Creating and modifying menu modifier groups
• Linking menu modifier groups to menu items
• Setup Campaigns
• Setup Offers
• Setup of email campaign and schedule for distribution.
• Member administration changes (update profile, merge accounts, adjust points, etc.).
• Assistance with running reports
• Two (2) after hour support calls/tickets a month for issues that can be resolved by the Professional Services Team (such as Gift Card Edits/Gift Card Resend/Menu Item Update/Pictures, Menu items/Modifier etc.) things that we can perform in CCP. This does not include anything server related, or any services outside of Professional Services.

Package Pricing

Tier	Hours of Support	Monthly Pricing
SILVER	up to (4) hrs./month	The cost will be $200 a month with additional support at $100/hour.
GOLD	up to (8) hrs./month	The cost will be $360 a month with additional support at $90/hour.
PLATINUM	up to (16) hrs./month	The cost will be $640 a month with additional support at $80/hour.
ENTERPRISE	Greater than (16) hrs./month	CALL FOR PRICING

Customer Responsibility:

• The customer is responsible for creating all new menu items in your POS
• The customer is responsible for creating new modifiers in your POS
• The customer is responsible for updating prices within your POS and must notify Appsuite when those items have been updated.
• Customer to provide content for any campaigns, offers or email distribution. Graphic creation is not included as part of this service. Graphic content must be provided by the customer. If you need Appsuite to assist with creating a graphic for you, this service is available at $125.00 per hour.
• Customers are responsible for reviewing grammar and spelling for any content produced such as emails, campaigns and offers.
• Customer must submit the request by visiting our website. Request can only be submitted Monday-Friday during normal business hours. https://mobileAppsuite.zendesk.com/hc/en-us/requests/new

Point of Sale (POS) System Management/Support (CALL FOR PRICING)

If you would like for us to maintain your POS system, we have two resources available. Appsuite will create a custom package that works for your business. Services provided by them would include the following services during normal business hours. After Hours support is available at an additional cost.

• Adding new menu items
• Adding new modifier groups
• Updating prices
• Removing/Renaming of menu items
• Upgrading the POS system

To inquire or sign up for any of the packages, please send an email to [e-mail].