Support
Get started on your own
You can get full access to FieldPro on your own through our free trial mode. Start here: https://web.v3.fieldproapp.com/welcome
If you prefer to have a 30minutes demo tour of the solution by a product specialist, or have questions we can help you, schedule a demo for free here: https://www.fieldproapp.com/book-a-demo
Client Set up Packs
We offer set up packages to on board you and ensure a successful implementation. We will organise several video calls to train you and adapt the environment to your needs, to share best practices and answer any technical questions. Several set up Packs are available, depending on the level of the complexity of the deployment, and on the assistance you need.
| Basic | Standard | Advanced |
|---|---|---|---|
Hours | 5 | 25 | 50 |
Set up duration | 4 weeks | 8 weeks | 12 weeks |
Dedicated Set up expert | Yes | Yes | Yes |
Video Training Sessions | Yes | Yes | Yes |
Help with Master Data Import | Yes | Yes | Yes |
Customisations | No | Yes | Yes |
**Price | 500€ | 3000€ | 5000€** |
The time spent working on each item will be deducted from the set-up time package. If we go beyond, a new set up package will need to be taken.
Deployment Phases
Deployment phase are crucial stages in the implementation of any project, particularly in ensuring the successful adoption of new systems.
The chart below outlines the structured approach we take in collaboration with our clients, detailing the roles and responsibilities across four key deployment phases:
- Kick-off.
- Configuration & Trainings.
- Go-Live.
- Adoption/Post Go-Live.
Each phase plays a vital role in the overall deployment process, ensuring that the project progresses smoothly from initiation to full operational status
Support
After the set up is done, each plan includes on going support for the technical contacts, that can reach out to us to share questions through the chatbox present on our web application or by email to [email protected].
We provide support from Monday to Friday, from 9am to 5pm GMT.
Service Level Agreements (SLAs)
As part of the subscription and contracts signed to access the FieldPro services, we commit to responding within certain timelines to the requests received, based on their severity level:
Severity level | Key dimensions | Description |
|---|---|---|
1 ‐ Major bug - High priority | Direct Business Impact Multiple Users Affected | Serious defect or performance issue in software or mobile app. Complete outage of any application module/function. Over 25% of users experiencing service degradation. Users unable to access system or service. Compromised service security measures. |
2 ‐ Minor bug - Low priority | Indirect Business Impact Few Users Affected | Problem with no measurable or perceivable business impact. Fault not affecting current customer operations. Issue causing inconvenience in regular functions. |
3 ‐ Service Request | Little or no Business Impact | Requests for upgrades, new features, or changes beyond support team's scope. No immediate attention needed. |
Change requests
If custom work needs to be done such as setting up a new workflow or dashboard, or major customizations on dashboards, it will be charged at 400€ / man day. A quote will be shared after assessing the workload
Updated on: 15/10/2024
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