Supporting your success

Our Customer Success Plans are key to ensuring you get not only technical support but also the tools and guidance you need to really get the most out of your Access solutions – at the level that’s right for you.

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We don't have one plan for success. We have three.

We offer three Customer Success Plans – Essential, Standard and Premier – so you can choose the level of engagement that’s right for your business and for each of the Access products you are using.

  • All plans include problem-solving support from certified product experts, access to our Customer Success Portal with help and knowledge articles, recorded webinars and and our online user community
  • Our basic Essential Plan is included as part of your licence fee and provides easy-to-access online support for your queries
  • The Standard and Premier plans include telephone support and additional advisory services, and depending on the Access product you are using, a wealth of additional resources such as E-learning courses and success webinars.
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The Plans

Essential Plan

Support Services

  • 9:00 am – 5:00 pm service hours
  • Online problem resolution support
  • 2 people can raise support cases
  • P1 – up to 2 hrs response time
  • P2-4 – up to 2 business days

 

Advisory Services

  • Unlimited access to Customer Success Portal knowledge base and user community

 

Knowledge

  • Recorded webinars

Standard Plan

Support Services

  • 8:00 am – 6:00 pm service hours
  • Online problem resolution support
  • Telephone support
  • Live chat¹
  • 4 people can raise support cases
  • P1 – up to 1 hr response time
  • P2 – up to 2 hrs
  • P3 – up to 4 hrs
  • P4 – up to 1 business day

 

Advisory Services

  • Unlimited access to Customer Success Portal knowledge base and user community
  • Online task-based advice and guidance

 

Knowledge

  • Product e-learning – 4 users²
  • Success Webinar Program

 

Customer Success Services

  • Access to a team of Customer Success Managers
  • Product roadmap briefings

 

¹ Where applicable
² For available products
³ Depends on plan spend

Premier Plan

Support Services

  • 8:00 am – 6:00 pm service hours
  • Online problem resolution support
  • Telephone support
  • Live chat¹
  • Designated support team
  • 8 people can raise support cases
  • P1 – 1 hr response time
  • P2 – up to 2 hrs
  • P3 – up to 4 hrs
  • P4 – up to 1 business day

 

Advisory Services

  • Unlimited access to Customer Success Portal knowledge base and user community
  • Online task-based advice and guidance
  • Telephone task-based advice and guidance

 

Knowledge

  • Product e-learning – unlimited users²
  • Success Webinar Program

 

Customer Success Services

  • Designated Customer Success Manager
  • Success Days for proactive services³
  • Product roadmap briefings
  • Tailored Success Action Plan
  • Customer Success reviews³

Read more about our Customer Success Plans

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Take a quick look at Customer Success Plans.

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Read more details and compare all three plans.

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Get answers faster with the Standard Plan.

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Direct access to the experts with the Premier Plan.

Your one-stop website to find problem-solving articles, create and track requests for support, register for events and learn about product updates.

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