Customer Success Plans (CSPs) are designed to help you get the best out of Vincere – going beyond standard technical support.
You choose the level of service that fits your organisation:
Essential – included with your license, fully online support.
Standard – faster responses and more ways to contact us.
Premier – priority support with a dedicated Customer Success Manager and access to additional services.
All plans include in-app support via the chat button and access to online knowledge resources.
⚠ Important: Service is delivered Monday–Friday, during the service hours for your plan, based on GMT/BST, excluding Bank Holidays in England.
Customer Success Plans – Feature Summary
Use this table to compare the three plans at a glance:
Area | Essential | Standard | Premier |
Service hours | 9:00–17:00 (Mon–Fri) | 8:00–18:00 (Mon–Fri, Extended Day) | 8:00–18:00 (Mon–Fri, Extended Day) |
How to raise a ticket | In-app: click the chat button (web) | In-app chat, plus phone and live chat (where available) | In-app chat, phone, live chat (where available), plus dedicated Technical Support Engineer |
Number of case raisers | 2 | 4 | 8 |
Customer Success contact | — | Access to a team of Customer Success Managers | Dedicated Customer Success Manager |
Success check-ins | — | First-Year Flightpath Check-In & Annual Adoption Check-In | Regular Customer Success Reviews (frequency depends on Premier spend) |
Advisory services | — | Task-based advice and guidance | Task-based advice and guidance + expert input via Success Days/Flex Points |
Knowledge & learning | Knowledge Base, community, recorded webinars | All Essential + access to Product E-Learning (per plan) + live webinars | All Standard + higher-touch success activities, roadmap briefings, and VIP event experiences |
Extra services (Flex Points) | — | — | Flex Points for extra services (based on Premier Success spend; available above certain spend) |
Problem Resolution Support
Use Problem Resolution Support when something is not working as expected.
Service Hours by Plan
Plan | Service Hours (Mon–Fri, GMT/BST) |
Essential | 9:00–17:00 |
Standard | 8:00–18:00 (Extended Day) |
Premier | 8:00–18:00 (Extended Day) |
Support Channels by Plan
Channel | Essential | Standard | Premier |
Web (chat button at bottom right) | ✅ | ✅ | ✅ |
Telephone |
| ✅ | ✅ |
Live chat* |
| ✅ | ✅ |
Dedicated Technical Support Engineer |
|
| ✅ |
Live chat is available where applicable.
Expected Response Times
Plan | P1 | P2 | P3 | P4 |
Essential | Up to 2 hours | Up to 2 business days | Up to 2 business days | Up to 2 business days |
Standard & Premier | Up to 1 hour | Up to 2 hours | Up to 4 hours | Up to 1 business day |
How to Raise a Ticket
Click the chat button at the bottom right of the screen.
Follow the prompts to submit your query and create a ticket.
If your plan includes it, you can also contact us by phone or live chat.
Our team will respond in line with your plan’s response times.
Problem Resolution Support is available on all Customer Success Plans.
What Is Included in Each Plan?
Essential Plan
The Essential plan is available to all customers as part of your license fee and is delivered fully online.
You get:
Online support
Raise tickets by clicking the chat button at the bottom right of the screen (24 hours a day, 5 days a week, Monday–Friday).
Responses in line with the Essential response times.
Up to 2 named people can raise support cases.
Knowledge resources
Access a comprehensive library of Knowledge Base articles.
Access to our online community for shared learning and support.
This plan is ideal if you primarily want online support and self-service resources.
Standard Plan
The Standard plan helps you get answers faster and widens your support options.
You get everything in Essential, plus:
Extended service hours
Support available 8:00–18:00, Monday–Friday (GMT/BST, excluding Bank Holidays in England).
Additional support channels
Telephone support.
Live chat (where applicable) for quick, real-time help.
Enhanced response times
Faster SLAs for all priorities compared to Essential.
More case raisers
Up to 4 named people can raise support cases.
Customer Success services
Access to a team of Customer Success Managers (CSMs).
First-Year Flightpath Check-In.
Annual Adoption Check-In.
Support Case Management to help drive outcomes from your support activity.
Advisory services
Task-based advice and guidance (subject to fair usage), delivered via Support and Customer Success.
Where appropriate, we may recommend training or consultancy services.
Premier Plan
The Premier plan is our highest level of Customer Success support, with priority handling and a close partnership to drive outcomes.
You get everything in Standard, plus:
Priority support
A Dedicated Technical Support Engineer (TSE) who knows your setup and history.
Priority handling of support cases within the Premier SLA.
Up to 8 named people can raise support cases.
Dedicated Customer Success Manager
A designated Customer Success Manager who understands your business, tech usage, and goals.
Acts as your advocate and concierge – answering questions and connecting you with the right experts.
Customer Success Reviews
Reviews offered quarterly, biannually, or annually (frequency depends on plan spend).
Tailored Success Action Plan
A jointly agreed plan to help you maximise ROI and hit your objectives.
Proactive case management
CSMs and product teams work together to ensure your key support cases progress quickly.
Proactive advice and guidance
Delivered by your CSM or other experts via Success Days/Flex Points.
Product updates and roadmap
Product group roadmap briefings.
Regular updates on new functionality relevant to your business.
Access World VIP treatment
VIP treatment at our events for Premier customers.
Customer Success Services – Plan Comparison
This table shows how the main Customer Success services differ by plan:
Service | Essential | Standard | Premier |
Service Delivery Management | — | Connect with a team of Customer Success Managers | Dedicated Customer Success Manager |
Access to extra services via Flex Points | — | — | Flex Points give 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 depends on plan spend) |
These services are then delivered and managed through the Customer Success team as described below.
Knowledge, Learning, and Community
Knowledge & Learning – Plan Comparison
Feature | Essential | Standard | Premier |
Knowledge Base | ✅ Extensive article library | ✅ | ✅ |
Online community | ✅ | ✅ | ✅ |
Recorded webinar library | ✅ | ✅ | ✅ |
Product E-Learning | — | ✅ (number of users depends on plan) | ✅ (number of users depends on plan) |
Success Webinar Program | Recorded sessions | ✅ Live and recorded sessions | ✅ Live and recorded sessions |
Product E-Learning
Deepen your team’s product knowledge with structured e-learning:
Access is provided for a set number of users, depending on your plan.
Product E-Learning is available for Standard and Premier customers.
Check your contract or speak with your CSM to confirm the number of e-learning users included in your plan.
Success Webinar Program
Stay on top of features, best practices, and new functionality:
Join a rolling program of Success webinars for advice and guidance.
Learn best-practice usage for your team and workflows.
Access recorded sessions to watch when it suits you.
Customer Success Services in Detail
Our Customer Success Managers help you maximise your investment with Vincere.
Standard Plan – Working with a Team of CSMs
With the Standard plan you can expect:
Access to a team of Customer Success Managers.
First-Year Flightpath Check-In to ensure a strong start.
Annual Adoption Check-In to review adoption and identify opportunities.
Support Case Management to help drive outcomes from your support activity.
Premier Plan – Dedicated Partnership
With the Premier plan you receive:
A dedicated Customer Success Manager who knows your business.
Customer Success Reviews (quarterly, biannually, or annually, depending on plan spend).
A Tailored Success Action Plan focused on your objectives and ROI.
Proactive Case Management across CSMs and development teams.
Proactive Advice and Guidance via Success Days/Flex Points.
Ongoing Product Updates relevant to your usage.
A Customer Advocate within Vincere to connect you with the right resources.
Success Days and Flex Points (Premier)
For Premier customers, Success Days give you access to a portfolio of services designed to accelerate business outcomes.
Flex Points give you time with our experts.
The number of Flex Points you receive depends on your Premier Success spend.
Customers who spend £10,000 or more on a Premier plan will receive Flex Points.
Flex Points can be used to access extra services delivered by the Customer Success team.
Your CSM can help you plan how to use Flex Points to best support your goals.
🤔 FAQs
Q1. How do I raise a support ticket?
Answer: Click the chat button at the bottom right of the screen, then follow the prompts to raise a ticket with our Support team.
Q2. Which plans include live chat?
Answer: Live chat is available on Standard and Premier plans, where live chat is enabled for your region.
Q3. Which plans include a dedicated Customer Success Manager and Technical Support Engineer?
Answer: A dedicated Customer Success Manager and Dedicated Technical Support Engineer are included in the Premier plan.
Happy Recruitment #TheVinnyWay🤩