Support Offerings

Standard Support includes the following:

• 4 named support contacts
• 24/7/365 support portal and knowledge base access
• 24/7/365 support for Business Critical or High priority incidents
• Web and phone support available during business hours
• Cases are worked through a queue by a team of customer support engineers
• Incoming call telephone support provided by the responding customer support engineer
• Functional support:
• Confirm expected behavior
• Confirm whether a use case is possible
• Sharing resources to explain the appropriate technique or best practice needed accomplish the goal

For additional charge, Select Support includes the following:

• 6 named support contacts
• 24/7/365 support portal and knowledge base access
• 24/7/365 support for Business Critical or High priority incidents
• Web and phone support available during business hours
• Ability to schedule ad hoc zoom calls with dedicated Select Support Engineer
• Dedicated Select Support Engineer:
• Advanced technical expert
• Proven track record of solving challenging support cases
• Understands your specific workflows and technical configurations
• Learns about your business and strategy
• Owns all support cases submitted leading to faster identification and resolution of any recurring themes and complex concerns
• Support case reporting and analytics
• Technical advice and hands on assistance for developing solutions
• Reviewing flows before launch
• Guidance on implementing complex use cases