Support Services Overview
Our support services are designed to ensure customer success through both standard and premium offerings. The standard support package provides comprehensive coverage for typical business operations, while premium options offer enhanced services for customers requiring additional support or strategic partnership.
We are currently updating our support offerings, and while this outline provides one view, it is subject to change. As we continue to evolve our support model, we can work with select customers to customize solutions that align with their specific requirements.
24/7 system monitoring and alerts
Business hours support (8am-6pm ET)
Email based support
Online ticket system
4-hour critical response
Knowledge base access
24/7 system monitoring and alerts
24/7 live technical support
Email, phone, meeting
Priority ticket handling
Prioritized 1-hour critical response
Dedicated technical manager
Custom integration support
Advanced system monitoring
Customer Success Manager
Quarterly business reviews
Performance monitoring
Basic user training
Standard maintenance
Regular platform updates
Executive sponsor
Monthly business reviews
Custom reporting
Advanced analytics
Onsite support options
Dedicated support team
Automated backups
Security patches and updates
Performance optimization
Standard integrations
Dedicated Solution Architect
Custom development services
Advanced training programs
Process optimization support
99.999% system availability
Response:
- Critical Issue: 4 hours
- Major Issue: 8 hours
- Minor Issue: 24 hours
99.999% system availability
Response:
- Critical Issue: 1 hour
- Major Issue: 4 hours
- Minor Issue: 8 hours
Serious about protecting your cashflow?
