| Service Tier |
Supplemental Support and Maintenance Services |
Description |
|
Standard
|
Supported Implementation |
- Kickoff call with an Onboarding Manager covering installation and implementation resources.
- Standard implementation checklists are provided.
- Touchpoint emails during the implementation period.
- Customer will be responsible for completing assigned training, 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 |
- Dedicated Account Team for the life of the subscription, beginning once implementation is complete.
|
|
Premium
|
Guided Onboarding & Installation |
- Kickoff call with onboarding manager covering goals, timeline, installation, and implementation resources.
- Onboarding Manager will develop a custom implementation project based on your goals and timeline, with weekly meetings and email touchpoints to help you stay on track.
- Guided installation calls with technical resources to setup and then maintain up to 5 connections for our Certification and Identity products. Individual connectors purchased on our Assure platform will be supported with guided installation calls regardless of the number of connections purchased.
|
| 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. Premium tier customers receive priority.
|
| Dedicated Customer Success and Account Management |
- Dedicated Account Team for the life of the subscription, beginning once implementation is complete.
- Dedicated Technical Onboarding Manager for the life of the subscription.
- When requested by Customer, Fastpath will provide root cause analysis (RCA) for Critical Issues.
|
