Faster Support
Along with new contact options, your
clients can get responses faster.
Happier Customers
Exclusive Advice
Our team are familiar with all the new features that help your clients do more.
What are Customer Success Plans (CSPs)?
We’re introducing Customer Success Plans (CSPs) for all customers. CSPs will replace our current technical customer support and you must choose a plan that is right for your client.
There are two plans: Standard or Essential:
- Standard gives you faster response times and more ways to contact us.
- Essential is a ‘self-service’ support level. Only technical queries will be actioned by the support team, with a maximum 2-day response time.
See how the two plans compare.
You’ll have to decide on which plan is right for your clients. If you believe a Standard CSP is the right choice, just switch it on through the billing page now. If you prefer an Essential CSP, you don’t need to do anything, we’ll automatically activate this for your clients on 1 October 2022.
Why customers are choosing a Standard CSP
What’s included in the CSPs?
Essential | Most PopularStandard | ||
|---|---|---|---|
SUPPORT SERVICES | |||
Service Hours | Business hours: | Extended hours: | |
Service Channels | Web | ||
Telephone | |||
Live Chat | |||
| Initial Response Guidelines | 2 business days | 2 hours | |
Number of people permitted to raise a support case | 2 | 4 | |
ADVISORY SERVICES | |||
| Custom Success Portal | Unlimited Users | Unlimited Users | |
Task-based advice and guidance (web based) | |||
KNOWLEDGE | |||
| Success Webinar Programmes | |||
| University | |||
| PRICING | |||
|
Based on your location, all prices are in
Frequently asked questions
The Standard CSP can be added to supplement your existing support contracts. We are Unleashed experts. We keep up to date with all new releases and have a team readily available to help your client when it’s needed while your skills and knowledge can help with business best practices, workflows and other software that complements Unleashed.
Depending on their agreement with you, they may still go to you first as someone who knows their business well. Or if it’s a quick question they may find it easier to quickly pick up the phone or chat with the Unleashed team live.
The Essentials CSP is limited to technical questions (when things are not working the way it should), therefore your client will need your support for the how–to questions.
Yes, you can. All implementation partner tickets are prioritised and placed in their own queue.
