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.
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.
Explore our Customer Success 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
¹ Where applicable
² For available products
³ Depends on plan spend
Our Customer Success Plans
Take a quick look at Customer Success Plans
Read more details and compare all three plans
Download our Service Delivery Guide
