SmartSupport Customer

Presentation

BUSINESS SERVICES

June 2023
Customer Presentation
Contents
1. Why SmartSupport
2. SmartSupport Standard
3. SmartSupport for Microsoft
4. SmartSupport for Google
5. SmartSupport Premium
6. Contact Us

3 Proprietary & Confidential

AppDirect
SmartSupport

BUSINESS SERVICES
SmartSupport
Access to cloud experts
anytime, anywhere,
whatever the problem

Calls Annually First Call Resolution Customer Satisfaction

100K Providing user support We aim to resolve your
96% questions or issues on 93% Customers rate us
+ and onboarding services
highly for end user and
for cloud apps, endpoint the first call, with no
follow-up needed. admin support services.
devices, and more.

5 Proprietary & Confidential

Benefits of SmartSupport

“
Your agents always get me out of a jam.
Anytime access to responsive, dedicated technical Very helpful no matter what time of day I
support professionals to cover comprehensive call. Love the AppDirect Support team.
Thank you!”
software, hardware and internet access issues

Get your critical support issue

addressed quickly by a technical
engineer in one hour or less.

Maximize productivity with friendly

assistance for end users and timely
escalation for admins.

Move confidently and grow your cloud

footprint with helpful guidance from
experienced experts.

6 Proprietary& &
Proprietary Confidential
Confidential
Flexible Support Offerings
Designed to help customers get the most out of their cloud investment

SmartSupport SmartSupport SmartSupport

Standard M365 / Google Premium
Service Management Service Desk Managed Escalations Account Manager

Service Hours 24x7x365 24x7x365 24x7x365

Incident Support Levels Level 1 / Level 2 Level 1 / Level 2 / Level 3 Level 1 / Level 2 / Level 3

Support Channels Web / Email Web / Email / Phone Web / Email / Phone

SLAs Priority 1: 2hr Priority 1: 1hr Priority 1: 30min

User / Service Requests Tier 1-2 Cloud App Tier 1-3 Microsoft Level 1 - 3 Cloud App / Level 1 - 2 Devices

Proactive Support Knowledge Base / FAQs Onboarding / How-to Guidance Technical Training

Included at no extra cost Less than $4 per user/month $14.95 per user / month

7 Proprietary & Confidential

SmartSupport Standard
Product Description
Standard, non-chargeable service automatically assigned
SmartSupport to users. Covers license, access, and user management
Standard requests support for all apps.

Marketplace Support
Service Management Service Desk
● Billing and application access support
Service Hours 24x7x365 ● License provisioning and assignment
Self-Service
Incident Support Levels Level 1 / Level 2
● Access to documentation and support ticket portal
Support Channels Web / Email Tier 1-2 Assistance

SLAs Priority 1: 2hr

● 24/7 chat and email access to license, access, and user
management requests support for all apps
User / Service Requests Tier 1-2 Cloud App ● Admin technical support for Microsoft 365 subscriptions

Proactive Support Knowledge Base / FAQs Why customers choose SmartSupport Standard

● Quick resolution to solve problems

Included at no extra cost ● Customer already has an end user support provider

Proprietary & Confidential

Severity Classification
Upon a Customer request, AppDirect will classify support according to severity and nature.
Resolution will adhere to the following Response Protocol.

Classification Criteria

Priority 1 Business Critical Failures: An error which prevents all useful work
from being done by all users or which disables major functions from
being performed by all users.

Priority 2 System Defect with Workaround: Either a critical error for which a
work around exists or else a non-critical error that significantly
affects the functionality of the product.

Priority 3 Benign Error: An isolated or benign error. This is an error which does
not significantly affect the functionality of the product, disables
only certain non-essential functions, and does not materially impact
system performance.

Proprietary & Confidential

Service Response Process
Response Levels Response Protocols
AppDirect will provide a response to Customer Upon receipt of an incident, AppDirect will follow the
according to the following levels. Response Protocol listed below until the issue is resolved.

Response Level Description Classification Acknowledgement Update

Priority 1 15 minutes > 1 hour Every 4 hours

Acknowledgement Phone or email acknowledgement
of receipt of incident.
Priority 2 2 hour Once per day

Update to Customer of status of

Update
issue resolution by phone Priority 3 4 hour Once per week
or email.

Proprietary & Confidential

SmartSupport for Microsoft
Product Description
Technical support for Microsoft 365 customers who
SmartSupport for require access to cloud experts for end-user requests and
Microsoft 365 admin escalations

Microsoft Support
Service Management Managed Escalations
● Tenant creation and administration
Service Hours 24x7x365 ● User lifecycle and service management
Self-Service
Incident Support Levels Level 1 / Level 2 / Level 3
● Access to documentation and support ticket portal
Support Channels Web / Email / Phone
Tier 2-3 Assistance
SLAs Priority 1: 1hr ● 24/7 phone, chat, and email access to support engineers for
your admins and end users
User / Service Requests Tier 1-3 Microsoft ● Managed escalations to Microsoft as necessary
Proactive Support Onboarding / How-to Guidance
● Access to Microsoft Premier level support

Why customers choose SmartSupport for Microsoft 365

Less than $4 per user/month $14.95 per user / month
● Problem diagnosis and troubleshooting
● Take advantage of new capabilities
● Assistance with installation, setup and configuration
● How-to questions and advice
13 Proprietary & Confidential
SmartSupport for End Users Admins
Microsoft 365 ✓ Email password reset requests ✓ Microsoft Office 365 subscriptions /
✓ Activesync setup issues with mobile licensing management including
devices creation of new user accounts and
As a Microsoft CSP Partner, AppDirect retiring old accounts
is the primary point of contact for all ✓ Mailbox archiving
✓ Group management
your M365 support issues, including: ✓ Application troubleshooting and
reinstallation ✓ Password management
● Tier 1 – End user support to
✓ Getting started with core Microsoft ✓ Management of Exchange Online
answer FAQs, provide common
applications including shared mailboxes and
“How-to’s” and offer
troubleshooting support mailbox permissions
✓ Troubleshooting for applications,
performance & connectivity ✓ Teams external communications
● Tier 2 – Troubleshooting configuration
✓ Installation or reinstallation of
assistance for Admins ✓ SharePoint permissions and user
Microsoft Office 365 Apps such as
● Tier 3 – Technical issues Outlook, Word, Excel groups
requiring escalation and ✓ SPAM and email security ✓ Domain verification issues
intervention from Microsoft troubleshooting ✓ Active sync issues (setup and
✓ MS Teams connectivity or quality troubleshooting)
AppDirect will manage any Tier 3
escalations to Microsoft Premier issues (Microsoft Calling Plans only) ✓ Transport rule issues
Support and will coordinate with the ✓ Resolve Outlook issues associated ✓ Exchange Control Panel issues
customer to ensure the problem is with Microsoft Office 365 ✓ DNS manager
solved to your satisfaction.
14 Proprietary & Confidential
 SmartSupport for Microsoft Pricing
Product Edition Price Plan

SmartSupport for Microsoft 1-25 Users $50.00 Monthly

SmartSupport for Microsoft 1-25 Users $600.00 Annual

SmartSupport for Microsoft 25-50 Users $100.00 Monthly

SmartSupport for Microsoft 25-50 Users $1,200.00 Annual

SmartSupport for Microsoft 50-100 Users $200.00 Monthly

SmartSupport for Microsoft 50-100 Users $2,400.00 Annual

SmartSupport for Microsoft 100-200 Users $400.00 Monthly

SmartSupport for Microsoft 100-200 Users $4,800.00 Annual

SmartSupport for Microsoft 200+ Users $800.00 Monthly

SmartSupport for Microsoft 200+ Users $9,600.00 Annual

15 Proprietary & Confidential

SmartSupport for Google
Product Description
A cost-effective way for your customers to get 24/7 access
SmartSupport for to the technical support they need to successfully setup,
Google use, and manage Google Workspace.

Google Support
Service Management Managed Escalations
● Google Workspace productivity solution administration
Service Hours 24x7x365 ● User lifecycle and service management
Self-Service
Incident Support Levels Level 1 / Level 2 / Level 3
● Access to documentation and support ticket portal
Support Channels Web / Email / Phone
Tier 2-3 Assistance
SLAs Priority 1: 1hr ● 24/7 phone, chat, and email access to support engineers for
your admins and end users
User / Service Requests Tier 1-3 Microsoft ● Managed escalations to Google as necessary
Proactive Support Onboarding / How-to Guidance Why customers choose SmartSupport for Google

● Problem diagnosis and troubleshooting

Less than $4 per user/month ● Take advantage of new $14.95 per user / month
capabilities
● Assistance with installation, setup and configuration
● How-to questions and advice

17 Proprietary & Confidential

 End Users Admins
SmartSupport ✓ How to create signatures, set up filters and rules,
add aliases, import contacts, create group lists
✓ Assistance adjusting settings such as: routing
rules, read receipts, mail delegation, enabling
for Google ✓ Troubleshoot delivery issues, using Gmail offline,
syncing with Microsoft Outlook, importing
features for End Users such as Offline mode, etc.
contacts, etc.

Google Workspace Support ✓ How to create and share calendars, create ✓ Assistance adjusting settings such as: sharing
includes support for Admins events settings with external attendees, free/busy
✓ Troubleshooting sharing issues, missing calendar service, etc.
and End Users with managed events, invitations not received, etc.
escalations for technical ✓ How to install Backup and Sync on supported ✓ Assistance adjusting settings such as: transferring
support issues that require devices, share documents, store files file ownership within the domain, sharing
✓ Troubleshooting document sharing and permissions, enabling G Drive for end users,
intervention from Google. permissions issues allowing users to install Google Docs add-ons,
enabling/disabling Desktop applications
Includes: ✓ How to make video calls, screen share ✓ Assistance adjusting settings such as: turning
✓ Troubleshooting crashes, using Meet with a history on, sharing options with external
● Gmail & Contacts different domain attendees
● Calendar ✓ How to create groups, add members, ✓ Assistance adjusting settings such as: sharing
understanding different types of groups options, visibility within the group directory, etc.
● G Drive
✓ Troubleshooting delivery issues, user interface
● Hangouts issues, etc.
● Groups for Business ✓ Assistance installing the Google Workspace sync ✓ Assistance adjusting settings such as: enabling
● Other for Outlook tool Outlook sync, device management configuration
● Tier 3 Escalation and issues
✓ If a customer issue at the Tier 2 level is escalated and cannot be resolved, AppDirect will consider this issue
Tier 3 and submit it to Google. AppDirect will coordinate with Google and the customer to ensure that the
problem is solved to the customer’s satisfaction before the ticket is closed.
Proprietary & Confidential
 SmartSupport for Google Pricing
Product Edition Price Plan

SmartSupport for Google 1-25 Users $50.00 Monthly

SmartSupport for Google 1-25 Users $600.00 Annual

SmartSupport for Google 25-50 Users $100.00 Monthly

SmartSupport for Google 25-50 Users $1,200.00 Annual

SmartSupport for Google 50-100 Users $200.00 Monthly

SmartSupport for Google 50-100 Users $2,400.00 Annual

SmartSupport for Google 100-200 Users $400.00 Monthly

SmartSupport for Google 100-200 Users $4,800.00 Annual

SmartSupport for Google 200+ Users $800.00 Monthly

SmartSupport for Google 200+ Users $9,600.00 Annual

19 Proprietary & Confidential

SmartSupport Premium
SmartSupport Premium
Comprehensive helpdesk solution and technical service
SmartSupport management that covers hardware, software, with
Premium end-to-end support for Google, Microsoft, and cloud apps.

Productivity Suites
Service Management Account Manager
● Google Workspace support for end-users
Service Hours 24x7x365 ● Microsoft 365 support for end-users
Incident Support Levels Level 1 / Level 2 / Level 3 Premier Assistance
● 24/7 phone, chat, and email support for all devices, software,
Support Channels Web / Email / Phone and cloud apps (see list of supported apps)
SLAs Priority 1: 30min
IT Help Desk
● Tier 2-3 support for software, hardware, connectivity,
User / Service Requests Level 1 - 3 Cloud App / Level 1 - 2 Devices including third-party devices assistance services
Proactive Support Technical Training Why customers choose SmartSupport Premium

● Faster response times for critical business impact issues

$14.95 per user / month ● Increase security and performance
● Support for PC and mobile hardware devices and peripherals

21 Proprietary & Confidential

Benefits of SmartSupport Premium

Operating Systems Social Media Tablets and Mobile Devices

● Installation and reinstallation ● Account creation and configuration ● iPhone and iPad
● User profile creation ● Connect with contacts ● Android Tablets and Smartphones
● Updates and drivers ● Privacy settings and best practices ● Windows Tablets and Smartphones
● File and printer sharing ● Sharing settings ● Apple Watch
● Security settings ● Kindle
● Automated updates ● Nook
● Data backup and transfer
● Error troubleshooting PC Hardware Device Support Networking Devices
Laptops Wireless Routers and Modems
Malware Removal
● ●
● Desktops ● Hotspots
● Scan and removal of viruses, spyware and other
● Chromebooks ● Wi-Fi Printer Sharing
malicious programs
● Wired Routers
● Installation of the latest anti-virus, anti-spyware,
pop-up blocker and firewall software
● Update of computer with the latest security
patches Peripherals Business Audio-Visual Technology
● Printers/Scanner/Fax (All in one) ● Interactive Whiteboards (Smartboards)
Browsers ● External Hard Drives ● Chromebox for Meetings
● Installation and navigation
● Bluetooth Enabled Devices ● Smart TVs
● Configuration and customization
● Monitors and Docking Stations ● Projectors
● Performance optimization
● Webcams
● Add-ons and extensions

Proprietary & Confidential

Supported Cloud Apps
Provider (ISV) Product Provider (ISV) Product

Acronis Cyber Protect Cloud Intuit QuickBooks Online

Adobe Creative Cloud, Document Cloud Jungle Disk/MySecure Backup Cloud Backup

Avanan Advanced Anti-Phishing, Complete Malware Liquid Web Cloud Sites

Axcient x360 Cloud Malwarebytes OneView

Backupify/Spanning (Kaseya) Backup Microsoft Microsoft 365

Barracuda Barracuda Essentials Mimecast Email Security

Bitdefender Cloud Security Proofpoint Proofpoint Essentials

Dialpad Talk Rackspace Cloud Servers

DigiCert SSL Certificates Redstor Cloud Backup

GoDaddy Domain Registration V2 Cloud Cloud Desktops

Google Google Workspace Veeam Veeam Essentials, Backup and Replication

GreenCloud Cloud Servers Zix ZixEncrypt, ZixProtect

Proprietary & Confidential

Contact Us
The best way to reach our team is via online form or by email.
We will get back to you as soon as possible.

Chat Now Email Call Us

Use the "Support" button in the help@[Link], and a You can reach us 24/7 at
bottom right of your screen on the member of our support team will 833-427-7762
AppDirect Marketplace to chat get back to you
with an agent

Need help right now? SUBMIT A REQUEST

Thank you!