Premium Support
Experience a personalized service with direct access to a dedicated support representative familiar with your specific system needs.
SmartSimple's Premium Support Services provide you with a Dedicated Support Representative (DSR) who will handle all your support requests and will have in-depth knowledge of your SmartSimple system. You’ll also benefit from an optional monthly call with our Director of Customer Experience to discuss any questions about system functionality, training or configuration.
Essential Support vs Premium Support Services. What’s the difference?
While Essential Support comes standard in all our Service Level Agreements (SLAs), Premium Support Services offer enhanced access to our support team.
| Item |
|---|
| Live Agent |
| Director Level Access |
| Configuration Services |
| Training |
| Fee |
| Essential Support |
|---|
| General client support group on rotation |
| Upon request or escalation |
| At additional fee as estimated |
| At additional fee as estimated |
| Included in licensing |
| Premium Support |
|---|
| Named Dedicated Support Representative (DSR) |
| Regular meetings and on-demand access consultations |
| Included (up to 4 hours per request) |
| Included (up to 3 hours per quarter) |
| Please contact your Account Manager |
Support for your External Community - Support360°
SmartSimple offers optional technical and system usage assistance to your external users, including applicants, volunteers, donors, and reviewers. Technical and system usage assistance can include resetting user passwords, assisting with completion of application forms or explaining how to navigate the portal pages.
Would Premium Support Services be right for me?
The Premium Support Services option is ideal for organizations who don’t have an internal IT team or regularly require changes to their system involving hands-on assistance from SmartSimple.