If you ever need help or have questions about your system, we make sure you get well-informed, proactive support from the Certinia team. Choose between two success plans: Standard and Premier. You can also choose to customize your account with add-on services.
The Standard Success Plan comes with your Certinia application subscription. These customers are go-getters who like to use online Communities to excel. They like to take online training and learn things on their own. They are very self-sufficient in running all aspects of our technology.
Our Premier Success Plan partners you with a Customer Success Manager (CSM) who will work with you to map out your goals and KPIs and help you accomplish them by conducting regular business reviews. To take your usage to the next level, we’ll also give you four sessions annually with our Technical CSM. You’ll have access to a package of live, instructor-led and on-demand classes to be used throughout the year, to help you onboard and train new team members. You’ll also receive one free pass to our annual customer event. From a support perspective, you’ll receive an initial response to your most critical cases in one business hour.
In addition, for our Premier and Signature plans we created number of add-on services made available for purchase so you can truly customize your success plan to your needs. Please reach out to your Account Executive or Customer Success Manager to review any of these plans in more detail.
|Benefit||Standard Sucess||Premier Success|
|Access to Support||12×5||24X7 (Standstill and Critical issues)|
|Support Response Time||2 Day||Standstill: 1 hours, Critical: 2 hours, Major Problem, Problem, Question: 6 hours|
|Assigned Customer Success Manager||Community / Online only|
|Assigned Technical Account Manager|
|Technical Review Sessions Year / w Tech CSM||4|
|Training pack per year|
|Passes to Annual Customer Conference||1|
|Named Support Contacts||4||Unlimited|
Technical Account Manager*
|Plan details||Plan details|