Customer Support Packages
Support package tiers
Each subsequent tier includes all features from the previous level, along with additional benefits.
Basic support (default / included)
Our foundational tier, available to all customers, emphasizes self-service and reactive assistance for common issues.
Features:
- Comprehensive Knowledge Base access: Free and unrestricted access to our extensive online repository of articles, FAQs, and troubleshooting guides.
- Self-service Ticketing Portal: Customers can submit support requests and track their progress through a dedicated portal.
- Business hours support: Access to support engineers via the Ticketing Portal during standard business hours (9 a.m.–5 p.m., Monday–Friday). Tickets submitted outside of these hours will be addressed on the next business day.
- Basic remote troubleshooting sessions: Scheduled remote sessions with a support engineer to diagnose and guide resolution for identified issues, based on engineer availability during standard business hours (typically within 2 business days).
Advantages:
- Provides essential support resources for all customers.
- Encourages self-sufficiency for common problems.
- Offers foundational support for all customers, ensuring core needs are met.
Advanced support
Designed for customers requiring faster, more direct, and moderately proactive support. This tier offers enhanced accessibility and reduced waiting times.
Features:
- Prioritized ticket queue: Tickets are placed in a higher-priority queue, ensuring significantly faster response and resolution times (typically, within 8–12 business hours for non-critical issues).
- 24-hour support Monday–Friday: Access to support engineers via the ticketing portal 24 hours a day, Monday through Friday, ensuring global time zone coverage during the work week.
- Remote support session scheduling (based on availability): Customers can request remote support sessions, which will be scheduled by support engineers based on current workload and availability (typically within 24 hours on the next business day).
- Limited best practices consultations: Upon request or during troubleshooting, support engineers can offer guidance regarding best practices relevant to the customer’s specific issue or configuration.
- Monthly health checks: Regular environment checks to proactively identify issues or recommend optimizations.
- Access to basic product webinars: Invitations to educational webinars focusing on product features, tips, and common use cases.
Advantages:
- Significantly reduces waiting times for critical assistance.
- Offers broader geographic coverage for support during the work week.
- Provides a more proactive level of support for more complex issues.
Premium support
Our highest tier, offering a comprehensive, personalized, and proactive experience for our customers.
Features — includes all Basic and Advanced features, plus:
- 24/365 Critical priority issue support: For designated Critical priority level issues (as defined in the Service Level Agreement), support is available around the clock, every day of the year, with guaranteed rapid response times (typically within an hour).
- Dedicated Technical Account Manager (TAM): A dedicated expert who manages customer relations proactively, offering personalized consulting, strategic advice, and ensuring optimal solution use.
- Remote session scheduling for Critical and High priority level issues: Immediate or near-immediate scheduling of remote sessions (typically within an hour), prioritizing Premium customers’ needs for urgent troubleshooting.
- Quarterly technical and business reviews: Regular deep-dive meetings with the customer and their designated engineer representative to review environments, configurations, performance, and recommendations for improvements; discuss future needs; and provide strategic advice.
- Early access to new features: Priority access to test new product features. (Can be done within a dedicated SaaS environment with an NFR license)
- Customized training & onboarding: Tailored onboarding sessions, advanced training webinars, and personalized workshops for customer staff.
Advantages:
- Guarantees rapid resolution for critical issues, minimizing downtime.
- Provides a dedicated expert who understands the customer’s unique needs.
- Empowers customers with proactive rather than reactive support.
- Offers extensive hands-on assistance for complex deployments and ongoing optimization.
Main Features:
- Comprehensive Knowledge Base access
- Self-service Ticketing Portal
- Business hours support (9 a.m.–5 p.m.)
- Basic remote troubleshooting Sessions
Advantages:
- Provides essential support resources for all customers
- Enables customer self-sufficiency for common problems
- Empowers all customers, ensuring core needs are met
Main Features:
- Prioritized ticket queue
- 24-hour support Monday–Friday
- Remote session scheduling based on availability
- Limited proactive best practices consultations
- Monthly system health checks
- Access to basic product webinars
Advantages:
- Significantly reduces waiting times for Critical issue assistance
- Offers broader geographic coverage for support during the work week
- Provides a more proactive level of support for more complex issues
Main Features:
- 24/365 Critical Issue support
- Dedicated Technical Account Manager (TAM)
- Immediate remote session for Critical and High priority level issues
- Quarterly technical and business reviews
- Early access to new Features
- Customized training & onboarding
Advantages:
- Guarantees rapid resolution for Critical issues, minimizing downtime
- Provides a dedicated expert who understands the customer’s unique needs
- Empowers customers with proactive rather than reactive support
- Offers extensive hands-on assistance for complex deployments and ongoing optimization
Let’s get the conversation started
Get in Touch