Three people, one man and two women, using computers to do their work.

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

Gold

Platinum

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
24×5
24×7
Customer Named Contacts (Admins)
2
6
10
Support Team
Pooled
Pooled
Pooled + Named
Weekend support
System down
System down
System Down
30 minutes
30 minutes
30 minutes
Critical
4 hours
1 hour
30 minutes
High
8 hours
4 hours
2 hours
Medium
12 hours
8 hours
6 hours
Low
24 hours
24 hours
12 hours
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

Admin on Demand details

Fractional administrators to accelerate your journey to value.

Tier 1

Tier 2

Tier 3

User Management
Troubleshooting User Issues
Contract Template Management
Testing Post Patch / Upgrade Deployment
Clause Library Management
Reporting
Small Enhancements to Agiloft Solution
Support Existing Integrations
Provide Best Practice Advice
Prep for Enhancement Projects
Hours Per Week
16
28
40