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
SUPPORT SERVICES
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 |
|
|
| ✅ |
Expected Response Time |
| P1 - up to 2 hrs | P1 - up to 1 hr | P1 - up to 1 hr |
Number of people permitted to |
| 2 | 4 | 8 |
ADVISORY SERVICES
|
| ESSENTIAL | STANDARD | PREMIER |
ADVISORY SERVICES |
|
|
|
|
Customer Success Portal |
| ✅ Unlimited users | ✅ Unlimited users | ✅ Unlimited users |
Task Based | Web |
| ✅ | ✅ |
| Telephone |
|
| ✅ |
| Dedicate Technical |
|
| ✅ |
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 | Dedicated Customer |
Access to extra services via |
|
| Flex Points get you more |
Product Group Roadmap Briefings |
|
| ✅ |
Access World VIP treatment |
|
| ✅ |
Tailored Success Action Plan |
|
| ✅ |
Customer Success Reviews |
|
| ✅(frequency dependent on |
* 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:
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
• Other contact options include phone and live chat (based on your chosen CSP)
• CS team will respond in line with 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:
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
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:
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
• 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.
Find a wealth of Knowledge from our library and community.
• Universal access to the CS portal
• Browse an extensive catalogue 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 feature 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: | If you’re on the Premier Plan, you’ll get: |
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.
