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
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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.
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
Yes
Yes
Total Annual Spend to Auto-qualify
$0-$49,999
$50,000-$99,000
$100,000+
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
--
Invitaion
Yes
Roadmap Access / Review
--
1 Per Year
2 Per Year
Review and Planning Workshop
--
Invitation
Included
Customer Advisory Board
--
Invitation
Invitation
Custom Development
$300 Per Hour
$200 Per Hour
10 Hours Free / $200 Per Hour
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
Yes
Yes
Yes
Email Support
Yes
Yes
Yes
Telephone Support
No
Yes
Yes
Remote Session Support
No
Yes
Yes
Remote Session Support Off Hours
No
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
No
No
Yes
Extended Version Support
No
Yes
Yes
It's Your Choice. Pick the Level You Want.
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