We like that kind of question @StrategyDeploymentLimited because we can be transparent with our response.
Training is an integral part of sustaining a deployment. Many software companies carry out training as part of the implementation and then allow the client to carry on that work without support.
But not at SDL. If additional training support is required, it is chargeable at an agreed daily rate. SDL do not charge for re-enforcement training and additional training throughout the relationship. We consider this to be a service that forms part of our Partnership ethos.
Training is also supplied at no cost to users where there is a new report which has been put into the system library through product enhancement or where a client has had a new report developed.
When a new project is on-boarded which requires a new Statement of Work, training will be included and will be charged in the initial implementation only.
Training can be carried out on site or by Teams/Zoom dependent upon the client requirement. Where travel to site is required, we only charge expenses based on the client’s travel policy, we do not charge for travel time.
We’re proud of our continuous support, it shows our investment in the partnership.
#partnership #training #sla #customerservice