Collection-Master / Q-Law
Support, Services & DTPs
| Product & Support |
SILVER $69/user 0-29 users* |
GOLD $65/user 30-149 users |
PLATINUM $62/user 150-349 users |
DIAMOND $59/user 350-over users |
|---|---|---|---|---|
| Regular Technical Support - Normal Hours | ||||
| Incident Allowance | 2 | 8 | 12 | 20 |
| Extra Incident | $399 | $399 | $399 | $399 |
| SLA | – | – | 2 hours | 1 hour |
| Emergency Technical Support - Normal Hours | ||||
| Incident Cost | $999 | $999 | Included | Included |
| SLA | 2 hours | 2 hours | 2 hours | 1 hour |
| Emergency Technical Support - Weekend/Holiday Hours | ||||
| Incident Allowance | – | – | 1 | 1 |
| Incident Cost | $999 | $999 | $999 after 1st incident | |
| SLA | 2 hours | 2 hours | 2 hours | 2 hours |
| Account Management | ||||
| Assigned Account Manager | – | – | Included | Included |
| Professional Services | ||||
| Web-Based Training | $199 Per Hour | |||
| Web-Based Consulting | $399 Per Hour | |||
| Other Professional Services | Per Statement of Work (SOW) | |||
| DTPs | ||||
| Monthly License Per Firm |
$119 per DTP per firm (CMvX included at no charge) Except $249 for the Q-Law Client Access DTP |
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| Notes | ||||
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* There is a minimum monthly subscription fee equivalent to 11 users, regardless of the number of users. Professional Services: Cannot be used for technical support. Service Level Agreement (SLA): Defined as the Initial Response Time for a Severity Level 1 Incident. The exception is that Emergency Incidents during Normal Support Hours do not require Severity Level 1 designation. The severity level is determined solely by Vertican. Diamond clients also receive the Diamond Response Time Guarantee on all SLAs. Support Allowance: Unused support cases do not carry over to the next month, whether part of your monthly allowance, additional incidents, emergency incidents, or weekend/holiday incidents. Please reference our Hours of Support. Web-Based Training: Based on availability. Scheduled hours for learning basic product functionality and tools or setup and training for DTPs and Optional Modules, except for the SQL-Sync module in Collection-Master. Web-Based Consulting: Based on resource availability and scheduled accordingly. Handled by subject matter experts who provide industry knowledge to guide, advise, and assist with needs relating to hardware questions, new server setup, workstation installations, network setup or server migrations, SQL-Sync training and consulting, data recovery, application maintenance assistance, business development, workflow automation consultations, customized reports/queries/templates, project planning, and research/resources used to resolve data and/or application errors that may result from user errors or misuse of the application. |
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