Professional Services vs. Support Services
This article describes the Professional Services we offer against separate compensation and the Support Services that is included in the customer's SLA.
Professional Services
Product Name | Product Number | Group | Description |
Consultancy | |||
https://adonishr.atlassian.net/wiki/spaces/APS/pages/4525228104 | 60000 | SQL Work | Creation* of SQL queries for Crew List views. |
https://adonishr.atlassian.net/wiki/spaces/APS/pages/4525129975 | 60001 | SQL Work | Creation* and scheduling of notification tasks for automated, formatted e-mails |
https://adonishr.atlassian.net/wiki/spaces/APS/pages/4525129958 | 60002 | SQL Work | Creation* of Analytical SQL queries |
| 60003 | SQL Work | Creation* of SQL Queries, insertion of bookmarks, and design of merge documents in MS-Word |
| 60004 | SQL Work | Creation* of SQL queries and set up of standard export tasks |
| 60005 | SQL Work | Creation* of views to be used for Adonis’ standard API calls |
Misc Consultancy | 60016 | Consultancy | The Customer may purchase consultancy for various tasks, like standby resources, assistance with migration, etc. |
Data flow and Process Analysis | 60017 | Consultancy | Engagement to perform analysis work on the Customer's various processes and data flow. |
Data Entry Assistance | 60018 | Consultancy | Adonis offers assistance with regular data entry work during an implementation phase for a new module or a new customer |
Reconciliation and Control Work | 60019 | Consultancy | In some instances, the Customer may purchase resources to assist with or carry out control and reconciliation work, especially relevant for payroll |
Customer Specific Manuals & Courses | 60020 | Consultancy | Adonis offers to create and distribute specific customer manuals and online courses. |
Reports Creation | |||
| 60006 | Report | Creation* and scheduling of notification reports for automated sending |
| 60007 | Report | Creation* of Customized Reports |
Technical Consultancy and Assistance | |||
| 60008 | Technical | Carry out health check work on the Software environment controlled by the customer |
| 60009 | Technical | Carry out upgrade work on the Software in an environment controlled by the Customer |
| 60010 | Technical | Prepare and carry out an installation of the Software and related components in an environment controlled by the Customer or restore systems after platform failures. |
| 60012 | Technical | The Customer may purchase consultancy for various technical tasks, like standby resources, assistance with migration, etc. |
| 60013 | Technical | The Customer may purchase consultancy for moving their own environment to the cloud. |
Training | |||
Customer Tailored Training | 60014 | Training | Adonis will carry out training on various levels (user, administrator, etc.) customized to the Customers processes |
General Training | 60030 | Training | Adonis will provide standard training on various levels (user, administrator, etc.) |
Webinar (Release/New functionality) | 60015 | Training | Adonis offers standard training courses on various levels for the various modules and processes. |
Agreements | |||
| 60021 | Agreement |
|
Dedicated Consultant Agreement Product Description | 60023 | Agreement |
|
| 60024 | Agreement |
|
| 60025 | Agreement |
|
Service Level Agreement | |||
60031 | Service Level Agreement |
| |
60022 | Service Level Agreement |
| |
Implementation | |||
Implementation consultancy | 60020 | Implementation |
|
Development | |||
Specification | 70000 | Development |
|
Programming/Testing | 70001 | Development |
|
Management | 70002 | Development |
|
* Creation also includes modification of existing views or reports.
** If it can be unequivocally demonstrated that the error is due to a bug in the Adonis software or caused by an Adonis employee’s mistake, Adonis will bear the cost of correcting the data. It is assumed that a good backup copy of the system is made available. Adonis assumes no responsibility for correcting data that has become incorrect or lost after the last backup.
Support Services
Included in Maintenance and Subscription Agreements:
A Service Desk that is open for handling any customer requests during the Core Period.
Software Maintenance, meaning the correction of errors in the Software according to the SLA level, and continued development of the Software to stay in compliance with general technical and industry requirements.
Assistance to analyze error situations and system faults, and resolving assistance, through e-mails, telephone calls, and online communication media.*
Ordinary assistance in the standard use of the Software.
Analyze and document Change Requests from the Customer.
* Support Work is normally not billable, but when the support service is given outside the core period of the customer SLA, such work may be billable by the hour.
A ticket may be starting as a Support Request, and through the process turn into a Professional Service and thus become billable.