We want to help you get the best out of Vincere 🙌

That's why we’ve created Customer Success Plans (CSP) that go far above and beyond just technical support. You decide what kind of support you need.

⭕ THE ESSENTIAL PLAN

Fully online

• Available to all customers as part of your license fee

• Easily accessible online support via the Customer Success Portal

• Access a comprehensive library of articles in the knowledge base

⭕ THE STANDARD PLAN

Get answers faster

• Faster response times

• Get support via phone, live chat, and Customer Success portal

• Get best-practice advice with e-learning and webinars

👑 THE PREMIER PLAN

Priority support

• Dedicated Customer Success Manager (CSM)

• Benefit from expert consultation CSM will work closely with you to drive specific outcomes

Customer Success Plan

⭕ Problem Resolution Support

		ESSENTIAL	STANDARD	PREMIER
Service Hours		9am - 5pm	Extended Day 8am - 6pm	Extended Day 8am - 6pm
Service Channels	Web	✅	✅	✅
	Telephone		✅	✅
	Live Chat**		✅	✅
Dedicated Technical Support Engineer				✅
Expected Response Time		P1 - up to 2 hrs P2-4 - up to 2 Business Days	P1 - up to 1 hr P2 - up to 2 hrs P3 - up to 4 hrs P4 - up to 1 Business Day	P1 - up to 1 hr P2 - up to 2 hrs P3 - up to 4 hrs P4 - up to 1 Business Day
Number of people permitted to raise cases		2	4	8

⭕ ADVISORY SERVICES

		ESSENTIAL	STANDARD	PREMIER
ADVISORY SERVICES
Customer Success Portal		✅ Unlimited users	✅ Unlimited users	✅ Unlimited users
Task-Based Advice and Guidance	Web		✅	✅
	Telephone			✅
	Dedicate Technical Support Engineer			✅

⭕ KNOWLEDGE

	ESSENTIAL	STANDARD	PREMIER
Product E-Learning		4 users	unlimited users
Success Webinar Program	Recorded sessions	✅	✅

⭕ CUSTOMER SUCCESS SERVICES

	ESSENTIAL	STANDARD	PREMIER
Service Delivery Management		Connect with a team of Customer Success Mangers	Dedicated Customer Success Manager
Access to extra services via Flex Points			Flex Points get you more time with the experts. Points depend on Premier Success spend.
Product Group Roadmap Briefings			✅
Access World VIP treatment			✅
Tailored Success Action Plan			✅
Customer Success Reviews			✅(frequency dependent on plan spend)

Service is delivered Monday-Friday as per the Success plan level based on GMT/BST as applicable, excluding Bank Holidays in England.

🔴 Live Chat - Where applicable

HOW WE CAN SUPPORT YOU

⭕ PROBLEM RESOLUTION SUPPORT

When something isn't quite working the way you expect

👉 Reach out to the Support team

• Raise support cases 24/7 via the Customer Success Portal 24/5

• Other contact options include phone and live chat (based on your chosen CSP)

• The CS team will respond in line with the expected response time

• Available for all CS Plans

⭕ DEDICATED TECHNICAL SUPPORT ENGINEER

Collaborate with a dedicated support member who knows your needs and your business:

Work with an assigned Technical Support Engineer
Resolve cases faster with insights and experience having worked with you on past cases
Available for Premier Plans only

💬 LIVE CHAT 🔴

Get in touch to resolve queries ASAP

Quick and timely response
Direct access to the Support team
Available for Standard and Premier Plans

⭕ ADDITIONAL SUPPORT & ADVISORY SERVICES

TASK-BASED ADVICE AND GUIDANCE

Reach out when you need to ask an expert:

Get advice on specific questions (subject to fair usage policy)
May also recommend training or consultancy services
This doesn’t apply to questions on installations and data migrations
Available for Standard and Premier Plans

⭕ CUSTOMER SUCCESS PORTAL, KNOWLEDGE BASE AND COMMUNITY

Find a wealth of Knowledge from our library and community.

Universal access to the CS portal
Browse an extensive catalog of Knowledge Base articles
Connect with our online community for support
Learn with an inclusive webinars library
Available for all CS Plans

⭕ BUILD UP YOUR TECH KNOWLEDGE

PRODUCT E-LEARNING

Choose the number of people who can view Product E-Learning based on your plan. Available for Standard and Premier customers.

SUCCESS WEBINAR PROGRAM

Enter our comprehensive program of Success webinars designed to offer best practices, advice, and guidance. Stay on top of our rolling features and functionality updates to find the right solutions for your team.

HOW WE HELP YOU SUCCEED

Delivered by Customer Success Managers who will work closely with you to maximize your investment with us.

⭕ STANDARD PLAN

👑 PREMIER PLAN

With the Standard CS Plan, you can expect:

Access to a team of Customer Success Managers
First-Year Flightpath Check-In
Annual Adoption Check-In
Support Case Management

If you’re on the Premier Plan, you’ll get:

A designated Customer Success Manager who understands your business, tech usage, and goals
Customer Success Reviews: Offered quarterly, bi-annually, or annually depending on plan spend
Tailored Success Action Plan: A joint agreement on objectives to ensure you’re getting the best tech ROI
Proactive Case Management: A plan with CSMs and
development teams to ensure that your support cases
are resolved quickly
Proactive Advice and Guidance: Delivered either by
CSMs or the appropriate experts via Success Days /
points
Product Updates: Keep you updated of new
functionalities that can help your business
Customer Advocate: Think of your designated CSM as a concierge, we can answer any of your queries or connect you with the right resources

⭕ SUCCESS DAYS

REACHING GOALS FASTER WITH SUCCESS GUIDANCE

Our Customer Success teams have created a services portfolio to help you accelerate business outcomes.

As a Premier customer, you can get direct access to these services by using FlexPoints. Customers who spend £10,000 or more on a Premier plan will receive FlexPoints.

Happy Recruitment #TheVinnyWay🤩

Vincere Hardware & Software Requirements

Branded/Custom URL

How to contact Vincere support and book training?