| Service Tier |
Supplemental Support and Maintenance Services |
Description |
|
Standard
|
Standard Onboarding |
- Kickoff email introduction with links to key user guides and explanation of the onboarding process.
- Standard project journeys are provided via the platform with self-service task management.
- Your team will be responsible for completing onboarding and implementation tasks, staying on track, and achieving your goals.
|
| Access to Support and Training |
- Access to training resources, customer panel, and guides for the life of the subscription.
- Access to Technical Support, as needed, for the life of the subscription.
|
| Customer Success and Account Management |
- Access to an Account Manager & Customer Success Manager for the life of the subscription.
|
|
Advanced
|
Guided Onboarding & Setup |
- Kickoff call with Onboarding Manager.
- Customized scope and project/timeline based on your goals and resources, with weekly meetings to help you stay on track.
- Guided installation calls with Technical Success resources who will setup and then maintain up to 5 connections.
|
| Priority Access to Support and Training |
- Access to training resources, customer panel, and guides for the life of the subscription.
- Access to Technical Support, as needed, for the life of the subscription. Advanced Tier customers receive priority
|
| Dedicated Customer Success and Account Management |
- Dedicated Account Manager & Customer Success Manager for the life of the subscription, beginning once Onboarding is complete.
- Dedicated Technical Success Manager for the life of the subscription.
- When requested by Customer, Fastpath will provide root cause analysis (RCA) for Critical Issues
|
