We have three support plans for success, not just one.
Essential Plan
Support Services
- 9:00 am – 5:00 pm service hours
- Online problem resolution support
- 2 people can raise support cases
- P1 – up to 2 hrs response time
- P2-4 – up to 2 business days
Advisory Services
- Unlimited access to Customer Success Portal knowledge base and user community
Knowledge
- Recorded webinars
Standard Plan
Support Services
- 8:00 am – 6:00 pm service hours
- Online problem resolution support
- Telephone support
- Live chat¹
- 4 people can raise support cases
- P1 – up to 1 hr response time
- P2 – up to 2 hrs
- P3 – up to 4 hrs
- P4 – up to 1 business day
Advisory Services
- Unlimited access to Customer Success Portal knowledge base and user community
- Online task-based advice and guidance
Knowledge
- Product e-learning – 4 users²
- Success Webinar Program
Customer Success Services
- Access to a team of Customer Success Managers
- Product roadmap briefings
Premier Plan
Support Services
- 8:00 am – 6:00 pm service hours
- Online problem resolution support
- Telephone support
- Live chat¹
- Designated support team
- 8 people can raise support cases
- P1 – 1 hr response time
- P2 – up to 2 hrs
- P3 – up to 4 hrs
- P4 – up to 1 business day
Advisory Services
- Unlimited access to Customer Success Portal knowledge base and user community
- Online task-based advice and guidance
- Telephone task-based advice and guidance
Knowledge
- Product e-learning – unlimited users²
- Success Webinar Program
Customer Success Services
- Designated Customer Success Manager
- Success Days for proactive services³
- Product roadmap briefings
- Tailored Success Action Plan
- Customer Success reviews³
¹ Where applicable
² For available products
³ Depends on plan spend
² For available products
³ Depends on plan spend