At To-Increase, customer-centricity is one of our core values, and ‘you,’ our customers, are at the heart of our business. We strive to enhance our customers’ experience, focusing on the ease of working with us. Now, we are adding a new milestone in this journey by providing Free Standard Support as part of the To-Increase Experience, effective 1st April 2022.
We understand that you may have questions, and this post aims to share more details on our Free Standard Support plan.
What is Free Standard Support?
Free Standard Support is a new support plan for all our Cloud Customers as part of the To-Increase Experience.
Our Standard Support provides additional customer value through our Support Portal in many ways, including:
- Access to our online knowledge base and product documentation
- Reporting and resolution of post-release defects and bugs
- Answers to product-functionality related questions
- Easy access to Support Consultancy Services
There’s always a basic support level arranged for all cloud customers, setting a formal foundation for further support requirements.
What if Free Standard Support is not enough?
We foresee two scenarios in which Free Standard Support will not be enough. We will always support our customers on a Time and Material (T&M) basis if you need any extension.
1. You, or your To-Increase reseller, have no other support contract with To-Increase
Our successful customers, directly or indirectly, have a higher-level support contract with To-Increase (fundamental or beyond). This helps them in the timely resolution of highly urgent situations and covers deeper analysis with a dedicated Service Delivery Manager and contacts in case of escalations.
We recommend that you, or your To-Increase reseller, get a higher-level contract with us to cover this enhanced service level. Further along in this article, you can find more information on the benefits of our support contracts that offer value beyond Standard Support.
2. Your request is specific to your situation
Some questions are too customer-specific to be handled in our Standard Support. Such resolution efforts require specific attention and customized analysis, including screen sharing or other analyses. We can help you on a T&M basis in this regard.
How do I enroll for this Free Standard Support?
Our team will reach out and automatically enroll all cloud customers in this service. We suggest you reach out to your Customer Success Manager (CSM) in case of questions or a request to be put on the priority list.
As we’re extending your To-Increase Experience, we will need a formal basis to cover the new Basic Support Service, with the related Service Description combined with other Terms and Conditions. We will also need to provide you with full support portal access.
We will need the next couple of weeks to finalize these elements for our customers.
Is there any impact on my current support contract?
No. Your current support contract will continue to be the same.
You may ask if this basic support could be a fit for your situation. It may not be the right fit always as there are additional benefits in our higher-level support plans, be it Fundamental, Essential, Premium, or a full-service Solution Support contract.
Here are the differentiating factors:
- Standard Response Time and Target Resolution Times
Higher-level support plans will provide better terms for the response times. The Standard Support includes a maximum response time of 5 business days as included in the service level. Moreover, target resolution times are not part of the Standard Support terms. This creates a higher risk if a ticket priority is high for your organization. - Escalation Path for Severity 1 and 2 Issues
The ability to escalate and get attention quickly is only available for higher-level support plans. We usually see that our successful customers prefer this to avoid the risk of software standstill. - Support Consultancy based on Tickets or Timebank
Our Ticket- or Timebank Pricing models are usually commercially attractive to our customers, and this option is only available in our higher-level support plans. Customers on our Standard Support Plan can extend the contract only on a T&M basis. -
Additional Support Modules can be Added
To-Increase offers a lot more support options than the Product Support Program. As part of our Solution Support Program, our higher-level support plans can be extended with additional support modules such as Release Management, Secure Update, etc.
The services covered in the Standard Support cannot be extended in any other way other than purchasing a higher-level support plan.
Review your need for an advanced support plan
I hope this article gave you insights on the Standard Support Plan, which enables customers to leverage our knowledge and support for free.
Our To-Increase cloud customers are most successful when they or their To-Increase resellers have a higher-level support contract. Find more information on our support contracts through the link below.
Kati Hvidtfeldt
