Support Plans
Building the Right Team
Agiloft's various support options and resources work together to enable your business to:
- Manage change
- Provide fast time to value
- Rapidly deliver outcomes
Support Plan Details
Our support plans start with a Standard offering that meets the most common requirements.
For more complex or demanding needs, we provide Gold and Platinum support tiers.
|
Standard Day-to-Day Support Needs for Global Organizations |
Gold Accelerated Response and Resolution when Larger Teams are Managing Their Agiloft Instance |
Platinum Rapid Response, Resolution and Minimum Downturn |
|
|---|---|---|---|
| Case Submission | |||
| Help Center | |||
| Community | |||
| Escalation button to appear after SLA expiration | |||
| System Down Initial Response in 30 Minutes | |||
| Priority Ticket Handling | No | ||
| Coverage Hours | Standard Business Hours | 24x5 | 24x7 |
| Customer Named Contacts (Admins) | 2 | 6 | 10 |
| Support Team | Pooled | Pooled | Pooled + Named |
| Weekend support | System down | System down | Yes |
| Priority 1 Response Time | 4 hours | 2 hours | 30 minutes |
| Priority 2 Response Time | 8 hours | 4 hours | 2 hours |
| Priority 3 Response Time | 12 hours | 12 hours | 8 hours |
| Priority 4 Response Time | 24 hours | 24 hours | 12 hours |
| Priority 1 Workaround | 4 hours or 24/7 until resolved | 2 hours or 24/7 until resolved | 60 Minutes or 24/7 until resolved |
| Scope | As built functionality | As built functionality | As built functionality + Integration support |
| EBR/Operations Review | No | Bi-Annual | Quarterly |
| Technical Account Manager | No | Add-on | Add-on |
Find the Perfect Support Plan to Meet Your Needs
Get the level of responsiveness, technical expertise, and advice you need to enable your business.