The Leading Global Provider ofIntegrated Infrastructure Asset Management Software Solutions ELITE

SUPPORT

Elite Support Services

2. Benefits by Month

Month 1 Service Account Manager Assignment Your agency is paired with an assigned Service Account Manager (SAM)—an advocate and liaison to ensure open requests have visibility and are appropriately understood by our team. In addition to general day-to-day support, your SAM works with you to focus on the resources you need to be most successful.

Onboarding Your SAM will work with you to help you understand all of the Elite Support Services benefits. You’ll partner to identify what you need from AgileAssets over the next year, and we will ensure that our team is aligned with your needs and goals.

Case Team Management In addition to your SAM, we’ll assign a primary and backup Client Care Enterprise Software Support Specialist (CCS) to your issues. These highly technical application specialists will be available to work with you on any escalated problems. This helps us get to know you better and provide more effective communication to your entire team. Each elite CSS will be focused on an average of 2 clients, giving you extremely personal support.

Increased Support Our CCS will provide a level of increased support, diving deeper into issues that may be caused by peripherals to our application and helping narrow down possible causes to the problems. We’ll help identify whether there’s a need to engage our technical services team or your internal IT organization.

Recurring Call Schedule Your SAM will schedule and facilitate one-hour recurring calls to review your case priorities, projects and goals. Your CSS will be a part of this call. Our base schedule is monthly, however if you prefer, these can be scheduled weekly.

Month 2 Infrastructure Review We’ll make sure that your infrastructure is holding up now that you’re live. We’ll review your general environment details, relationship with other environments, configuration, hardware, network diagrams, and more in order to propose improvements that will help your overall efficiency. This can be an on-site visit with your IT organization to help ensure that your application is running smoothly.

Environment Documentation Your SAM will ensure that AgileAssets has the most up-to-date infrastructure documentation so that our entire support team can minimize the need for information gathering. This will optimize the support turnaround time for all of your users.

Recurring Check-In Calls Your recurring check-in calls with your SAM will continue throughout the remainder of the year.

Month 3 Quarterly Service Report You’ll receive a quarterly report, delivered during the check-in call, outlining the services and case work completed as well as any recommendations to execute your goals more effectively.

Severity & Defect Review On a quarterly basis, your SAM will review any open defects with you to identify your priorities. During this review, you’ll be able to work with the SAM to indicate which issues are your primary concerns. As an elite, you can also contact your SAM at any time to request an additional review if your priorities have changed.

Months 1-6 and 6-12 Service Pack Assistance During months 1-6 and 6-12, you will receive a service pack containing all issues resolved specifically for you as well as defects identified by other clients. Your SAM and case team will partner with you on deployment of this service pack after ensuring that your specific issues have been tested for deployment into your environment.

Any severity level 1 and 2 defects caused by the service pack that are found within the first three weeks of deployment to your production environment will be prioritized by AgileAssets to resolve in a hotfix.

Month 6 Quarterly Service Report You’ll receive a quarterly report, delivered during the check-in call, outlining the services and case work completed as well as any recommendations to execute your goals more effectively.

Continuous Review Your SAM will continuously review our open requests to ensure that they have visibility and are appropriately worked by the entire support team. They will also work with you to identify any other opportunities to improve the use of your system including enhancements or training needs.

Month 8 Infrastructure Tune-Up We’ll make sure that your infrastructure is holding up now that you’re nearly a year in. We’ll review your general environment details, relationship with other environments, configuration, hardware, network diagrams, and more in order to propose improvements that will help your overall effectiveness. We may recommend additional configuration changes, upgrades, or environmental modifications to help your performance.

1. Elite Top-of-the-Line Support Services

AgileAssets’ Elite Support Services is our top-of-the-line support solution and covers one single deployment of our software in your enterprise, end-to-end from basic configuration to daily services. We answer your team’s questions, adapt to your ever-changing business practices, and reduce the risk of downtime. It includes benefits that reach well beyond our standard technical support. From month one through twelve (and beyond), our team is dedicated to the success of your implementation.

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This can be an on-site visit with your IT organization to help ensure that your application is running smoothly.

Month 9 Quarterly Service Report You’ll receive a quarterly report, delivered during the check-in call, outlining the services and case work completed as well as any recommendations to execute your goals more effectively.

Month 12 Annual Service Report Your success is critical. Your SAM will summarize all services delivered over the course of the year along with cases closed and metrics around the services. We will review your satisfaction with the team and services as well as discuss your next year’s needs.

Year 2 (Mostly) Repeat Year 1 Year 2 is more of the same elite service that you received in year 1. We’ll identify whether each step is still relevant based on the maturity of your organization and how you’ve been using the system.

3. Ongoing Elite Benefits

Not only do you receive the monthly benefits, your agency also gains elite support that goes beyond the scope of our standard support offering. All standard support and premium services are also included in your elite support.

Highest Priority Support With Elite Support Services, your cases take precedence over all others with the same priority level.

Fastest Targeted Response Times Elite Support Services cases get responses much faster than standard. Our response time on emailed cases is 8 hours while a severity 1/production down case logged through our portal or called in is responded to within 30 minutes!

Upgrade Services Our Elite Support Services are there to make your life easier and include hours towards our standard upgrade services. We will assign a project manager, functional analyst, and IT team member to work with your SAM and CSS to ensure that your upgrade goes smoothly.

4. Get Started Now!

Get help when you need it most, reduce risk and downtime, and receive elite support for your agency. To learn more or get started with our Elite Support Services, contact your Account Executive or email support@agileassets.com.