Serenova Support Plans

Get business critical support offerings and a global network of experts to ensure your ongoing success. The Serenova support plans are designed to reduce TCO, improve response times, and deliver better experiences for our customers – and yours.

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Support Plans

Our simple and effective support packages ensure you don’t just succeed in the cloud, you thrive. Every Serenova customer begins with Standard support. Those needing accelerated support response, and anywhere anytime access can take advantage of our Premium support plan. For customers needing technical consulting and personalized support, the Premium Plus tier includes a Technical Account Manager.

Support Tiers

	Standard	Premium	Premium Plus
Knowledge Base	✓	✓	✓
Support Community	✓	✓	✓
Engineer Availability	6am to 6pm EST	24/7	24/7
Toll Free Support Line	Priority 1 Escalations Only	24/7	24/7
Live Chat	×	✓	✓
Response Times	2hrs / 8hrs / NBD	1hr / 2hrs / 8hrs	1hr / 2hrs / 8hrs
Technical Account Management (TAM) Services			✓

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Premium Plus Support

Premium Plus Support is available as an extension to the Premium Support plan providing you with an experienced Technical Account Manager who is knowledgeable about your environment and internal procedures. Unlike most TAM offerings, the Serenova Technical Account Manager goes far beyond the realm of basic case management and ticket escalation. They serve as a technical consultant focused on maximizing the business value and successful operations of your Serenova environment.

The TAM gives you access to proactive and strategic support, operational management, and partnership activities as well as your direct link into product management, engineering, and technical support organizations to help prioritize product feature requests, enhancements, and expedite the resolution of support tickets. They offer a wealth of product and subject matter expertise and can provide ongoing configuration support for minor adds, and changes – reducing both the workload for your staff and the need for professional service engagements for light-duty configuration work.

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Technical Account Management Services At a Glance

Personalized Run Book

Improve speed of support and resolution through a well-defined and repeatable framework aligned to your business processes.

Platform Configuration

Support configuration requests may include flow design & optimization, tenant configuration, user profiles, skills based routing, custom reports, & dashboard configuration.

Product Release and Maintenance Management

Review of upcoming platform maintenance, patches, and product release timing – including the corresponding impact and/or benefit to your business.

Best Practice Webinars

Best practices related to call flow architecture, tenant administration, knowledge management, and critical support process flows.

Service Reviews

Operational review of all outstanding cases to ensure follow up and closure – highlighting key service metrics and scorecard results, as well as consulting on upcoming releases that have potential for impact.

Escalation Management

Proactive case monitoring where critical cases are prioritized with internal support and operations to expedite issue resolution

Platform Enhancement Coordination

Prioritize platform enhancement requests with internal Product and Engineering teams.

Premium Plus Tiers

	Tier 1	Tier 2	Tier 3
Personalized Run Book	✓	✓	✓
Platform Configuration Support	10 hrs / month	15 hrs / month	Unlimited
Product Release and Maintenance Management	✓	✓	✓
Best Practice Training/Webinars	✓	✓	✓
Service Reviews	Semi-Annual	Quarterly	Quarterly
Platform Enhancement Coordination	✓	✓	✓
Escalation Management	✓	✓	✓

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