Q. What is PAMS?

A. Professional Application Management Services (PAMS) is an integrated support service offering for organizations that require on-demand and cost-effective services in their every day management of their business applications. Integrated Support incorporates monitoring, implementation, and consultation services for CRM applications. PAMS was created to help organizations maximize the return on their CRM investment by outsourcing the support and management of application issues that arise from their daily operations. PAMS is a subscription-based service offering that enables organizations to focus key internal resources on strategic business initiatives.

Q. What are the major areas of support with PAMS?
A. PAMS customers receive support in the following areas:

Q. What differentiates PAMS from other support services?
A. Green Beacon's consultants have extensive knowledge and experience of the Onyx technology from both the technical and the functional side of it. After hundreds of successful CRM deployments in various industries the Green Beacon team developed PAMS to maximize the value of your business applications investment.

• PAMS is a flexible and affordable subscription based service offering with which tasks are performed on an incident basis according to the needs and objectives each organization.
• PAMS offers various service level options -silver, gold, and platinum- according to the needs and budget of each organization.
• PAMS is a separate contract from your general CRM agreement. Clients at this stage have to be an ONYX user. It is not required to have the ONYX services.

Q. What are the major benefits of PAMS to clients?
A. PAMS clients realize the following benefits:

• Ability to focus key resources on strategic and core business initiatives
• Reduced costs associated with hiring, maintaining, training of internal staff
• Lower risks and greater visibility of CRM applications
• Avoidance of unexpected and random IT support costs
• Reliable & optimal applications that improve overall company productivity
• Improved processes by maintaining a proactive support of systems
• Access to expert consultants with extensive and in-depth knowledge of CRM solutions
• Reduced total cost of ownership
• Enhancements identification

Q. How do clients purchase PAMS services?
A. PAMS is a separate contract from your CRM software application maintenance contract. Services are provided in yearly subscriptions (1+ year contract) based upon services offered and total incidents / month. Contact our sales representatives to find more about PAMS.

Q. What Business applications are supported by PAMS?
A. Initially, PAMS is being targeted to customers using Onyx Software's Enterprise CRM. Green Beacon will be expanding its PAMS solutions to include Microsoft Dynamics CRM, Microsoft Dynamics AX (formerly Axapta), and Epicor for Service Enterprises.

Q. Are there different levels in the PAMS services?
A. PAMS will be based on an Incident per Month model. Clients have 3 service level options to choose from depending on their requirements. Each level offers a different number of incidents and options.

• Silver
  • 8 Incidents/month
  • Bug Fixes
  • Minor Enhancements (with restrictions)
  • Report Fixes and Minor Enhancements
  • Software Infrastructure Services (with restrictions)
  • Web Access Only
• Gold
  • 10 Incidents/month
  • Bug Fixes
  • Minor Enhancements
  • Report Fixes and Minor Enhancements
  • Software Infrastructure Services (with restrictions)
  • Web and Email Access Only
• Platinum
  • 12 Incidents/month
  • All of Gold (no restrictions) plus additional services
  • Web, Phone, Email Access
  • Dedicated Supervisor

Q. When is PAMS support available?
A. PAMS support is provided between 9AM and 6PM EST.

Q. How can I receive more information about PAMS?
A. Call Green Beacon at (617) 612-3000 or send email to info@greenbeacon.com.