Overview of Success Plans (2015*)

 

Standard Success Plan

Elite Success Plan

Unlimited access to the Clarizen Success community, knowledge base, and free Q&A webinars    
Online / email case submission    
Self-service portal to track submitted cases    
Enterprise-grade SLA
Priority case routing, response, and resolution times
   
Telephone case submission for P1 and P2 issues (Priority Levels)   24/7/365
(Dedicated International
Toll-Free number)
Submitted tickets automatically escalated to Tier 2 support    
Quarterly Support reviews with a Senior Support Engineer     
Proactive Support – our engineers will monitor your account for errors and offer assistance BEFORE cases are submitted    
Test environment and Beta access    
API code reviews with one of our R&D Engineers   2 Hours
Per Month
Named Customer Success Manager (CSM) Pooled CSM  
Executive Business Reviews 1x per year 4x per year
SLA on CSM communications    
Executive Sponsor    
Post implementation consulting hours   50h per year
Tickets to Clarizen conferences and events   2 tickets to event of choice
Access to Clarizen audit logs    

 *Please contact your Account Executive for the latest version of our Success Plans

 

Priority Levels

Priority Level Description
P1 Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
P2 Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.
P3 System bug affecting some but not all users. Short-term workaround is available, but not scalable.
P4 Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.

 

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