We strive to create value for our customers and provide more ways to them so they can operate efficiently. In our minds, these are the two objectives that are critical to success. Customer Success Plans outlined below are designed to help achieve these objectives.

Highlights – Customer Success Services

CUSTOMER SUCCESS PLANS

ESSENTIAL

Standard support and resources

  • Standard Support Hours

    Pacific Time: 7:00 AM – 5:00 PM, Monday – Friday


    Eastern Time: 10:00 AM – 8:00 PM, Monday – Friday


    Greenwich Mean Time: 3:00 PM – 1:00 AM, Monday – Friday


    Australian Eastern Time: 2:00 AM – 12:00 PM next day, Tuesday – Saturday

  • Online Ticket Support
  • Standard Support SLA

    First Response – Urgent Priority 4 hours
    First Response – High Priority 1 day
    First Response – Normal Priority 3 days
    First Response – Low Priority 3 days
Included with Product Subscription

PREFERRED

Designated Customer Success Manager and enhanced support

  • All Essential Features +
  • Touchpoints with Customer Success Manager

    Customer Success Manager (CSM) assigned to you is your advocate. Our CSMs are empowered to keep our customers front and center in our organization.

  • Extended Support Hours

    US Pacific:
    4pm Sunday through 5pm Friday


    US Eastern:
    7pm Sunday through 8pm Friday


    Greenwich:
    11pm Sunday through 12am Saturday


    Australian Eastern:
    10am Monday through 11am Saturday

  • Weekend Support

    Urgent Priority Support

    Pacific Time:
    8:00 AM – 5:00 PM Saturday – Sunday


    Eastern Time:
    11:00 AM – 8:00 PM Saturday – Sunday


    Greenwich Mean Time:
    4:00 PM – 1:00 AM Saturday – Sunday


    Australian Eastern Time:
    3:00 AM – 12:00 PM next day, Sunday – Monday

  • Improved Support SLA

    First Response – Urgent Priority 2 hours
    First Response – High Priority 8 hours
    First Response – Normal Priority 2 days
    First Response – Low Priority 2 days
  • Dedicated Support Email Address

    You will be provided with a dedicated support email address that you can use to file support tickets that will be routed to our dedicated support queue for review – e.g. nike-support[@]novamdule.com.

20% of Product Subscription
{Minimum Price of $1,000}

PREMIER

Personalized adoption services and support for maximum success

  • All Preferred Features +
  • Integration Monitoring

    Integration Monitoring is designed to empower you with the knowledge and support you need to reduce and/or eliminate integration errors. Through daily and weekly reviews, we will provide you with error resolutions, data cleanup recommendations, and opportunities for error prevention.

  • Phone Support
  • Highest Support SLA

    First Response – Urgent Priority 1 hours
    First Response – High Priority 4 hours
    First Response – Normal Priority 1 day
    First Response – Low Priority 1 day
30% of Product Subscription
{Minimum Price of $3,000}

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