Support Services

We know that great support is critical to getting your service up and running quickly and a continued high-level of support is critical to you achieving your business objectives. Our standard support is included in your subscription fee and is designed to meet all the needs of companies who have technical resources on staff. For those companies who don’t have technical resources on staff or want priority placement in the support queue, we offer Premier support.

What Customer Support Covers:

• Problems or bugs in the software
• Issues during go live of customer solution
• Basic help understanding specific features
• Maintenance upgrades

Technical Support	STANDARD	PREMIER
Response Time	1 business day	2 business hours
Case Limit	4 per month	Unlimited
Wiki Access
Email Support
Phone Support	M-F 9-5 PST	M-F 8-6 PST
Online Meetings and Support
Priority Case Routing
Help with problems or bugs in the software
Help understanding product features
Support with basic configurations

 

Additional Support with Premier Support:

• Ongoing application maintenance
• Post deployment reconfiguration
• Optimization

Issues not Covered by Customer Support:

• Feature enhancements
• Salesforce.com CRM configuration
• Debugging code not written by Cubic Compass
• Custom development