At the Access Group we have 3 levels of Success Support Plans - these are
Essential:
Unlimited Problem Resolution Support via online Success Portal
9am-5pm Service Hours
2 Named Support Contacts
P1 – 2 hr response time
Product Knowledge Base
Online User Community
Library of Recorded Webinars
Standard:
Telephone Support
Live chat (where applicable)
Extended Support Hours 8am-6pm
4 Named Support Contacts
P1 – 1hr response time
P2 – 2 hr response time
Task based ‘How to’ Advice and Guidance - online
Access to a wealth of Knowledge Base articles
Online user communities
Product E-Learning – 4 users (for available products)
Success Webinar programme
Access to a team of Customer Success Managers
Premier:
Telephone Support
Live chat (where applicable)
Extended Support Hours (8am-6pm)
8 Named Support contacts
Named Technical Support Engineer for each product
P1 – 1hr response time
P2 – 2 hr response time
Task based ‘How to’ Advice and Guidance – online & telephone
Access to a wealth of Knowledge Base articles
Online user communities
Product E-Learning – unlimited users (for available products)
Success Webinar programme
Designated Customer Success Manager
Access to a portfolio of Proactive Services
Product Group Roadmap Briefings specific to Premier customers
VIP Treatment at Access World
If you feel you would need more in terms of support, please contact your Account Manager to discuss upgrading your support plan to get the best out of the Access Group products that you use.