Migrating to a Customer Success Plan

What exactly has Access announced about changes to existing Support terms and conditions?

In order to improve the way we deliver support across our increasing portfolio of innovative software products and 30,000+ customers, we are now transitioning every customer to a Customer Success Plan and we are discontinuing some of the technical support services that were packaged as part of older license agreements.

As part of this, the following components of your existing support arrangement may change:

Channel to raise a support incident (e.g. email or telephone channels)
Service Level (e.g. hours of service or response times)
Number of contacts who can raise a support incident

Please be advised we are not removing technical support; we are simply changing how it is delivered and providing customers with options for their preferred level of support.

Why has Access taken the move to deliver support through a Customer Success Plan?

Access introduced Customer Success Plans in 2017. We now have over 9,000 customers benefitting from the services offered by Customer Success Plans which are designed to help customers get the best from their Access Solution.

Historically ‘bundled’ Technical Support services focused on ‘break/fix’ type services. Whereas, we have designed Customer Success Plans and the associated services such as the Success Support Portal and access to our Customer Success Managers to help customers get the most from their Access solutions.

Additionally, we are seeing many of our customers taking multiple products from Access and so it makes sense to make sure that we deliver the same services to customers, regardless of which product they own. We can only do this by standardising on a single set of Customer Success Plans.

Understand customer success plans and how they can help you to succeed

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We don't just have a plan for success. We have three.

Compare Plans

The Essential Plan

Smart support tools available around the clock through the Success Support portal.

Inclusive for all new customers

Unlimited Problem Resolution Support via online Success Portal
9am-5pm Service Hours
2 Named Support Contacts
P1 – 2 hr response time
Product Knowledge Base
Online User Community
Library of Recorded Webinars

The Standard Plan

A higher level of online and expert telephone support with a more extensive success service when you need it.

All the features of the Essential Success Plan plus…

Telephone Support
Live chat¹
Extended Support Hours 8am-6pm
4 Named Support Contacts
P1 – 1hr response time
P2 – 2 hr response time
Task based ‘How to’ Advice and Guidance – online
Access to a wealth of Knowledge Base articles
Online user communities
Product E-Learning – 4 users²
Success Webinar programme
Access to a team of Customer Success Managers

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

The Premier Plan

True proactive support from dedicated Access experts, a range of success services and regular reviews, to keep you on the path to success.

All the features of the Standard Success Plan plus…

Telephone Support
Live chat¹
Extended Support Hours (8am-6pm)
8 Named Support contacts
Named Technical Support Engineer for each product
P1 – 1hr response time
P2 – 2 hr response time
Task based ‘How to’ Advice and Guidance – online & telephone
Access to a wealth of Knowledge Base articles
Online user communities
Product E-Learning – unlimited users²
Success Webinar programme
Designated Customer Success Manager
Access to a portfolio of Proactive Services³
Product Group Roadmap Briefings specific to Premier customers
VIP Treatment at Access World