Support Programs
Find the right program to meet the level of support you need.
Standard and Premium Support
Standard Support
Standard Support is included in the subscription purchase. Standard Support is a self-sufficient program that is available during regular business hours and extended availability 24 x 7 for critical issues.
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Premium Support
Premium Support provides proactive account care that is catered to your specific needs. Premium Support provides a named resource, quicker response times to service issues, and extended availability with 24 x 7 support for critical issues.
Program Brief
| Support Feature | Premium Support | Standard Support |
|---|---|---|
| Portal Support | ✔ | ✔ |
| Phone Support | ✔ | ✔ |
| Live Agent Chat Support | ✔ | ✔ |
| Knowledge Center | ✔ | ✔ |
| Community Forum | ✔ | ✔ |
| Coverage (24x7 for critical issues) | ✔ | ✔ |
| Products Supported | Cross-product* | By product |
| Direct Email Support | ✔ | |
| Private Slack-Channel Support | ✔ | |
| Named Technical Resource | ✔ | |
| Enhanced Response Times | ✔ | |
| Elite Support Services | ✔ | |
| Challenge Assessments | ✔ | |
| Event Readiness | ✔ | |
| Account Snapshots | ✔ | |
| Product Management Touch-point | ✔ |
*Excludes DemandTec and Payment Gateway offerings
For existing customers, contact your Client Success Director for more information. Or fill out this form to have someone contact you.
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