Understanding Support Options
With the Premier or Plus option, our team will respond within 30 minutes to critical issues that are impacting your operations, and as quickly as 2 hours for non-operation impacting issues.
Around the clock coverage
Our core support hours are 8 am to 6 pm Eastern, however with Premier, we are available by phone 24/7 for critical issues to help keep you going around the clock.
Dedicated Account Manager
With an optional dedicated Technical Account Manager* you get direct access to an experienced engineer that can help troubleshoot and advise your staff while growing ever more familiar with your team, processes, and business.
As a premier support customer, your organization gets priority when it comes to escalating issues or feature requests in our development team’s queue.
|Email (8am-6pm ET)||✔||✔||✔|
|Online Support Center||✔||✔||✔|
|Phone (8am-6pm ET)||✔||✔|
|Critical SLA||1 Hour||30 Mins||30 Mins|
|Dedicated Engineer/Analyst||10 Hrs/Month|
|Custom Report Development||✔|
|Process and Solution Guidance||✔|
|Quarterly Account Reviews||✔|
|Annual Price||FREE||Starts at $20,100||Starts at $44,900|