Understanding Support Options
Why your organization should choose our Premier Support option
Choose between Standard, Premier, or Premier Plus
Fast response
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.
Priority access
As a premier support customer, your organization gets priority when it comes to escalating issues or feature requests in our development team’s queue.
REACTIVE SUPPORT |
STANDARD |
PREMIER |
PREMIER Plus |
|---|---|---|---|
| Email (8am-6pm ET) | ✔ | ✔ | ✔ |
| Knowledgebase | ✔ | ✔ | ✔ |
| Online Support Center | ✔ | ✔ | ✔ |
| Phone (8am-6pm ET) | ✔ | ✔ | |
| 24/7 Phone/Email | ✔ | ||
| Critical SLA | 1 Hour | 30 Mins | 30 Mins |
PROACTIVE SUPPORT |
|||
| Dedicated Engineer/Analyst | 10 Hrs/Month | ||
| Account Management | ✔ | ||
| Custom Report Development | ✔ | ||
| Process and Solution Guidance | ✔ | ||
| Quarterly Account Reviews | ✔ | ||
Cost |
|||
| Annual Price | FREE | Starts at $20,100 | Starts at $44,900 |