Customer Care Plans

 

With our elevated customer care levels, you have opportunities to move to the front of the line and enjoy other exclusive benefits.

 

Plans and Benefits

Silver Customer Care

 

Our standard level of customer care which includes self-help and Technical Support M-F from 9-7 EST by email or submiting an online request through our customer support portal.  Response time to your request will be within 10 business hours. 

Customers with an annual spend of less than 50K will automatically qualify for Silver Care.

 

Gold Customer Care

 

Enhanced customer care with additional benefits to the standard Silver Care.  Receive high priority for technical support as well as faster responses within 6 business hours.  It also includes telephone support as well as remote session support. Support for the current and previous version of products. In addition to the enhanced Technical Support features you receive more personal care with Product Management features such as roadmap access, annual review and planning workshop.

Customers with an annual spend of 50-99K per year qualify for Gold Customer Care at no additional fee.  Customers with an annual spend of less than 50K can upgrade to Gold Care for a fee. 

 

Platinum Customer Care

 

Our highest level of customer care with additional features for a more personalized experience.  It includes a quicker response time of 4 hours and top priority from a named technical support professional. Additional enhancements like priority feature request, beta access, yearly on-site review and planning workshop are also included.

Customers with an annual spend of 100K+ per year automatically qualify for Plantinum Customer Care. Customers with less than 100K per year spend may upgrade for a fee.

 

Take It to a New Level

There's more to Customer Care than Technical Support.  The addition of Product Management elements take it to the next level. 

 

At Condrey, it is our goal to create a mutually beneficial and productive relationship with every customer that we have. Some customers need and/or desire a more connected relationship, whether that is from a Technical Support perspective or from the perspective of being more plugged in to the evolution of the software or the use of it for their specific needs. Our Customer Care program puts the choices in your hands to create the best opportunity for your success based on your needs. Lastly, this program affords Condrey the opportunity to reward our most committed and loyal customers.

It's Your Choice. Pick the Level You Want.

Just because you automatically qualify for a level doesn't mean you have to stay at that level.  Pick the level that fits your needs and buy-in for a fee. 

Customer Care Plan Comparison

Requirements

Every customer automatically qualifies for a level of Customer Care based on annual spend.  Annual spend includes your combined spend for the year of all products purchased.  However, any customer is eligible to upgrade into a higher care level to achieve the desired level of engagement with Condrey.

Silver

Gold

Platinum

Buy In Available

N/A

Total Annual Spend to Auto-qualify

$0-$49,999

$50,000 - $99,999

$100,000+

Show Additional Customer Care Plan Details
Buy in Available

All customers are eligible to elevate to higher customer care levels for a fee.  Request more information about Buying in to the next level

Total Annual Spend to Auto-qualify

Total annual spend includes all products purchased per year. Customers will auto qualify for a level based on the tier spend range at each care level. 

Product Management & Solutions Engineering

A very special part of our Customer Care program is proactively engaging with our Product Management and Solution Engineering teams. We are partners in helping you attain your goals. Product Management involvement allows us to connect with our customers as partners in the evolution of the software. Solutions Engineering allows us to help our customers get the very most from their investment.

Silver

Gold

Platinum

Feature Requests

Submit

Tracking

Priority

Beta Access

Invitation

Roadmap Access / Review

1 Per Year

2 Per Year

Review and Planning Workshop

1 Per Year - Remote

1 Per Year - On-site

Customer Advisory Board Seat

Invitation

Invitation

Custom Development

$300 Per Hour

$200 Per Hour

10 Hours Free / $200 Per Hour

Show Additional Product Management Details
Feature Requests

As a customer at any customer care level, you may submit feature requests at any time. If you are a customer at a Gold or higher level, your requests will be reviewed with you as a part of the Roadmap Access and Review program. All feature requests will be considered equally by product management with regard to increasing the overall value of the software for all customers in conjunction with the overall roadmap for the Condrey product line. For features of relatively equal value, those submitted by Gold or Platinum customers will receive relative priority with regard to development and delivery.

Beta Access

From time to time, Condrey may run an official beta program for new products or new releases of existing products. A motivating factor is to give some customers early access to software for the purposes of deployment planning and feedback to ensure a more smooth delivery and implementation at product ship time. Gold level customers will be considered for inclusion in this offering while Platinum customers will be automatically included.

Roadmap Access/Review

Our roadmap access and review program gives customers insight into what is coming from Condrey. Major themes and explicit feature functionality are highlighted in an NDA relationship with customers. This allows customers to provide feedback and be influential in the evolution of the software as well as plan for the future.

Review and Planning Workshop

A companion to the Roadmap Access and Review program, this NDA-based program allows you direct access to product management and solution engineers at Condrey to discuss your goals for problem solving and solution rollout in your environment. These multi-hour workshops allow customers to engage with our experts to help you construct a solution to your most challenging problems as well as plan for software deployments and upgrades.

Customer Advisory Board Seat

Reserved for our most exclusive customers, the Condrey Customer Advisory Board provides the ultimate in insight and influence with regard to the direction of the solutions that we build. Customers at the Gold and higher customer care levels are eligible for consideration to receive an invitation to sit on the board in one year intervals.

Custom Development

From time to time, customers may desire detailed assistance from our solutions engineering and potentially software engineering team in a way that goes beyond product configuration and planning. Customer needs arising from environment challenges, addressing specific product deployment hurdles, or meeting custom reporting demands are examples of such times. Condrey management will consider such requests individually based on scope, resource availability, and customer care relationship status. 

 

 

Technical Support

Of course Technical Support is a big part of our Customer Care offering. Our Technical Support team is invested in your success and their goal is to help you with technical issues you might encounter with the software. They have the backing of our engineering team when needed to resolve code defect issues. Issues that move beyond the scope of Technical Support may be handed off to Solutions Engineering as appropriate.

Silver

Gold

Platinum

Hours

M-F, 9am-7pm EST

M-F, 9am-7pm EST

M-F, 9am-7pm EST

Priority

Normal

High Priority

Higher Priority

Self Help

Email Support

Telephone Support

Remote Session Support

Remote Session Support Off-Hours

2 per year

6 per year

First Response

10 Business Hours

6 Business Hours

4 Business Hours

Response to Update

As Available

10 Business Hours

4 Business Hours

Maximum Customer Non-Update

5 Days

10 Days

30 Days

Named Support Professional

Extended Version Support

Show Additional Technical Support Details
Hours

Monday-Friday, 9:00am to 7:00pm Eastern time. Excludes major U.S. holidays.

Priority

Tickets are prioritized within each Customer Care tier by urgency.

Self-Help

Documentation, knowledgebase articles, videos, and more.

Email Support, Telephone Support

All   All support channels monitored and responded to during business hours.

Remote Session Support

All   All remote sessions must be scheduled in advance.

Maximum First Response Interval

A support agent will respond to a ticket within the designated period for a given customer care tier.  All times in business hours.

Maximum Agent Response Interval

The maximum time before an Agent responds to a customer update to an existing ticket. All times in business hours.

Maximum Wait for Requester Update Interval

Indicates how long a ticket may stay open waiting for requester input before being automatically closed. Does not apply to tickets actively closed by requesters or Agents.

Named Support Professional

A designated Support Team Agent will be assigned to your account, learning more about your unique environment and requirements.

Tickets will only be assigned to other Agents if the Named Support Professional is unavailable. The Named Support Professional will monitor all such tickets and will take those tickets as soon as they become available again.

Extended Version Support

For care levels Gold and Platinum, tickets for earlier releases will be accepted in order to assist customers in upgrading to the latest available release. See  Product Version Support Matrix for details. 

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