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Support

Designed to give you peace of mind, support means you have the option of passing complex or troublesome CRM issues over to us.

Support Pricing

Formus Pro Custom App Support

£40 Per App PCM
  • Basic Configuration support
  • Basic user queries
  • Unlimited PCM, during office hours
  • 30 min initial response time
  • Online & Phone Support
  • Access to CRM Knowledge Base
  • Backend customisation support not provided
  • 3rd party app integration support
  • Azure infrastructure support
  • Escalation to senior architects
  • Team member integration
  • Regular progress meetings

SME Custom System Support

£375 PCM
  • Advanced Configuration support
  • All standard SME level user queries
  • 5 hours PCM, during office hours
  • 30 min initial response time
  • Online & Phone Support
  • Access to CRM Knowledge Base
  • General backend customisation support
  • 3rd party app integration support
  • Azure infrastructure support
  • Escalation to senior architects
  • Team member integration
  • Regular progress meetings

Enterprise Custom System Support

£500+ PCM
  • Advanced Configuration support
  • All user queries
  • Hours arranged to suit you
  • 30 min initial response time
  • Online & Phone Support
  • Access to CRM Knowledge Base
  • Advanced backend customisation support
  • 3rd party app integration support
  • Azure infrastructure support
  • Escalation to senior architects
  • Team member integration
  • Regular progress meetings

Microsoft Dynamics 365 Software Support

Our guys on support are not your standard first line administrators. All of our support agents are approachable software specialists, with the ability to start troubleshooting and diagnosing your issues from first contact.

Support covers CRM issues on functionality, configuration or customisation depending on service level agreement. For example, adding or renaming fields, setting up basic reports or alerting us to any bugs or business critical issues to fix.

All Formus Professional Software support packages allow you access to our developers' own Knowledge Base. You can tap into high level FAQs and troubleshooting solutions directly online, at any time.

The initial process of scoping and specification is highly important when it comes to avoiding scope creep after project commencement.

However we understand that often, even in the early stages, our clients can change their mind after the project has begun. This can allow things to become costly if unchecked, so we designed a set of Continuous Improvement options to help clients in this position.

A Continuous Improvement Package would cover you for post agreement changes and keep your system moving with you, for if and when the business develops or grows.

Support does not cover additional system changes or further custom development.

Managing Upgrades
As a partner of Microsoft it’s not only our job to keep you in the loop with the shifting MS landscape, but also to provide our clients with the means to manage and deploy these upgrades with little or no fuss.

Take a look at the CRM support packages below to find out in more detail, what options are available to you after your system has been deployed.

Glossary of terms

Progress Meetings

Regular meetings allowing us to review support performance with you, and to highlight any complex cases that may require further attention.

Knowledge Base (KB)

Centralised Library of Formus Pro trouble shooting documents. Giving easy access to information that would otherwise require a support ticket.

System Health Check

Where we evaluate your system configuration, usability, user issues, quality and efficiency of data and produce a report of our findings.

Configuration (Config)

The adaptation and reshaping of existing code functionality to create a CRM tailored to your needs. Quicker and less complex method of achieving customisation. Find out more.

Backend Customisation

Designing/developing sophisticated code that allows for extensive changes or improvements to functionality. A highly technical method of achieving customisation. Find out more.

User Queries

Simpler queries raised by users of the system – such as “how to” or basic process questions.

Formus Pro Application (App) Support

This option is for clients who have one of our Formus Pro Applications (apps).

Formus Pro Apps are our tailored software packages. Software specially made for specific departments or industries, all usable out of the box but further customisable to fit your individual business though configuration.

Configuration avoids the need for changes to the fundamental code (development or backend customisation) and is easier to apply, maintain and support, therefore we offer unlimited help desk support during office hours for all Formus Pro Apps.

Want to know more about the differences between development and configuration and why the term customisation is sometimes misleading? Read our article on choosing between 'out of the box', 'custom' or the 3rd way!

Support at this level is focused on troubleshooting the use of the system. User training is available on all our systems so you should have a good head start but when things come up or new starters arrive our support team can answer any user questions you might have.

System change requests are not included in app support as our app systems are designed to be customised and not redesigned. However, should there be a bug or you desire a change that goes beyond the standard parameters of the system, we offer the option to upgrade or review on a case by case basis.

There may be an option where potentially you could save on cost by switching to the next level of support offered to SMEs. Call us for more information.

Support is offered over the phone or via online client-specific portals.

Queries are raised as support tickets online through a password-protected support portal created for your company. Here you can set your preferences, log your issues and access your own client-specific CRM Knowledge Base.

Works well for organisations who:

Have bought 1 or more Formus Pro Power Apps

Want system customisation support without the cost of a custom system

No need for any existing in-house IT support

Formus Pro App Support Cost: £40 per application per calendar month

Top up Support: Support packages can be upgraded at any point. Available to purchase in blocks of 5 hours (£75 per hour).

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Your ticket will be picked up, acknowledged and prioritised within 30 minutes of it being submitted.

Additional custom development, 3rd party app integration support and system change requests are separate to support issues and are covered under our Continuous Improvement packages.

SME Customised System Support

Our SME support covers a more complex set of criteria to suit systems that have been developed beyond our standard Formus Pro App systems.

Backend customisation (development) is used to tailor these more sophisticated systems therefore support for these SME systems is also more tailored to you.

Examples of systems requiring such support would include those with third party integrations, plug-ins, or more complex process flows. 

This level of support allows all users to raise queries with our help desk, including requests for bug fixes, or help with basic customisations.

Due to the complex nature of customised systems, this option allows for 5 hours of help desk support per calendar month.

Support covers CRM user queries on app functionality or basic front end configuration with an initial response time of 30 minutes. This means your ticket will be picked up, acknowledged and prioritised within 30 minutes of it being submitted.

Training packages are also available to help your users find their way around the system.

If you have more complex support needs, including support of systems which have been heavily customised or integrated, or you require Azure environment support or escalation to senior architects, our Enterprise Custom System Support Package could be right for you. Get in touch for further information.

Support is offered over the phone or via online client-specific portals.

Queries are raised as support tickets online through a password-protected support portal created for your company. Here you can set your preferences, log your issues and access your own client-specific CRM Knowledge Base.

Works well for organisations who:

Any organisation with a customised system

May have more complex CRM setups

Ideal for organisations looking for 3rd party app integration support

SME Support Cost: £375 for 5 hours of support per calendar month.

Top up Support: Support packages can be upgraded at any point. Available to purchase in blocks of 5 hours (£75 per hour).

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Further customisation and system change requests are separate to support issues and are covered under our Continuous Improvement packages.

Enterprise Customised System Support

Our Enterprise systems are developed to do more than any off the shelf CRM software. They are built to provide the most complex and sophisticated setups, therefore justify the highest levels of care and support.

Mission critical, business essential systems are at the of heart of operational success. Many businesses choose this level of support because it offers extra hands on deck, access to our senior architects and regular contact should it be required.

Enterprise level support offers the highest peace of mind and the most flexibility.

This option is suitable for any clients with wide scale customisations to their system. This could include advanced frontend configuration changes, back end development, or integrations with existing systems.

For example, if you have had any bespoke development carried out, or if you link your system with 3rd-party systems such as MailChimp or Xero, this support package would be suitable for you.

Advanced back end customisations such as plug-ins, function apps, and custom workflows are all covered by Enterprise Custom System Support. What’s more, we can also provide support for your Azure environment.

More complex change requests would require use of our Continuous Improvement packages. Training packages are also available to help your users find their way around the system.

Support is offered over the phone or via online client-specific portals, and is available to all your staff, from end-users to developers. If escalation is required for the more complex cases, you will also have access to our senior architects.

Queries are raised as support tickets online through a password-protected support portal created for your company.

Works well for organisations who:

For organisations who have a highly developed systems

Require back-end customisations, such as plug-ins or function apps.

Require integrations with 3rd-party systems

Enterprise Support Cost: Between £500 and £5000 per month. Call to discuss.

Top up Support: Support packages can be upgraded at any point. Available to purchase in blocks of 5 hours (£75 per hour).

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Here you can set your preferences, log your issues and access your own client-specific CRM Knowledge Base.

Your ticket will be picked up, acknowledged and prioritised within 30 minutes of it being submitted.

We will hold regular progress meetings with you, and the more complex tickets will be escalated to our senior architects for review.

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