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Customer Success Plan
Customer Success Plan
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Written by Cherry
Updated this week

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🤩

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