Description
Every Colibo Customer receives Bronze Support Service included in their package, but you can upgrade to either Silver or Gold Support Service depending on your needs. Silver Support Service entitles you to faster response and handling of your support requests, while Gold Support Service extends upon this granting you additional access to a personal Technical Account Manager. Your personal Technical Account Manager will not only provide you with proactive assistance on cases, but also: monthly reports, user engagement statistics and education.
First Time Response and Maximum Number of Tickets
Response time is often critical. By upgrading your service level, Colibo can ensure your inquiries are responded to quickly via phone, mail, or chat support. With a maximum number of open tickets allowed on a monthly basis, progress is ensured, and your priority make sure your urgent cases are being handled fast.
Technical Account Manager, Monthly Support Status and User Engagement Statistics
A Technical Account Manager is a personal contact who will provide monthly support status updates, proactive planning of Colibo Software updates and handling of complicated cases. Your Technical Account Manager will also provide insights into the usage of your Colibo solution, which can lead to planning and development of new activities for your users for even more engagement.
Guarantee
Every month your Technical Account Manager will follow up to ensure the guaranteed parameters are met, or you will be reimbursed. The guaranteed parameters cover the general uptime for Colibo Cloud, First Time Response and that the maximum number of tickets is not exceeded.
Key features included in Silver Support Service Level:
- 2nd priority fast First Time Response
- With a maximum number to your Open Tickets, your open tickets are kept at a low, especially the critical tickets
Key features included in Gold Support Service Level:
- 1st priority fastest First Time Response
- With a maximum number to your Open Tickets, your open tickets are kept at a low, especially the critical tickets
- A personal Technical Account Manager will be assigned
- Monthly Support status and User Engagement Statistics
- Free 2 yearly Administrator Education courses and a discount on Consulting Hourly Rate
- A Guarantee that covers the general uptime for Colibo Cloud, First Time Response and that the maximum number of tickets is not exceeded
Pricing
- Silver Support Service Level: 10% of your Colibo License
- Gold Support Service Level: 20% of your Colibo License
