Premium Support
Meet your partners in Intelligent Planning success.
From deployment to adoption, from strategic planning to unplanned changes, Board’s expert customer success and support professionals are here to help you make the most of your Intelligent Planning investment. Compare plans below and ask your account executive how a premium support plan can give you the lasting competitive edge (and peace of mind) your enterprise deserves.
| Basic | PREMIUM BRONZE | Premium Silver | Premium Gold | |
|---|---|---|---|---|
| Platform Support 24x7x365 | ||||
| Priority queuing | • | • | • | |
| Unlimited case Submissions | • | • | • | • |
| First response Time* | 6 hours | 3 hours | 2 hours | 1 hour |
| Monitoring & Backups | ||||
| Configuration of Use Case monitoring tool | • | • | ||
| Advanced logging and alerting | • | |||
| Gold recovery point objective service | • | |||
| Enablement | ||||
| Quarterly Business / Support reviews | • | • | ||
| Product Support Toolkit Training | • | • | ||
| Customer Center of Excellence Training and Guidance | • | • | ||
| Annual end-user adoption surveys | • | |||
| Annual application health checks | • | |||
| Use case Support (Mon - Fri) | ||||
| Use case support | Assigned specialists | Assigned specialists | ||
| Development advisory guidance | 3 hours per month | 6 hours per month | ||
| Use Cases supported ** | 1 | 3 | ||
| Other Benefits | ||||
| Exclusive access / discounts for Customer events | • | • | ||
| Preferred eligibility for BEAP (Board Early Adopter Program) | • | |||
| Price | Included in SaaS pricing | Contact your Board Sales or Key Account Manager for details | ||
** Use case complexity will be considered
Platform Support 24 X 7 X 365
All Board Customers are eligible for basic software and cloud infrastructure support to enable the usage of core Board functionality . Our Product Support team is available 24x7x365 and addresses issues such as connectivity, access, single sign-on, and other platform related issues.
This team does not address issues specific to a custom Use Case.
Unlimited case submissions
Board does not limit the number of interactions or case submissions through our Case Portal.
Priority queuing
Cases raised by Customers under a basic agreement are managed on a first come first served basis.
All cases raised by Customers under a Bronze, Silver or Gold support offering are prioritised over those raised by Customers under basic support.
Note, severity 1 cases will always be prioritised irrelevant of support package purchased.
First response time*
The tier of support package dictates the time by which Board guarantees a factual, non-automated response to cases raised by the Customer within the Board Support platform.
Monitoring & Backups
Configuration of Use Case monitoring tool
Board will assist with the installation of Board's standard Log Management application (database and capsule) designed to provide system usage & user adoption insights.
Advanced logging and alerting
Board will provide deeper technical insights and alerts, specific to the customer's Use Case.
Gold Recovery Point Objective service
Gold Premium Support customers will benefit from a 4-hour Recovery Point Objective (versus Basic at 24 hours) for all Production instances.
Enablement
Quarterly Business / Support reviews
Premium Support customers will be benefit from additional and specific support related metrics and insights for discussion in the Quarterly Business Reviews.
Product Support Toolkit Training
Premium Support Customers are eligible for a 1-hour enablement session each quarter designed to help Customer teams handle the most common Support cases. Unconsumed hours expire at the end of each month.
Customer Centre of Excellence training and guidance
Premium Support Customers are eligible for a quarterly analysis of the Customer’s CoE organisation to help define the most appropriate next steps.
Annual end-user adoption surveys
Premium Gold Customers are eligible for annual end-user surveys, tailored to the Customer's Use Cases. Surveys provide observations made of the end-user base and result in recommendations of how to improve the overall usability and adoption of the Use Case.
Use Case Support
Annual health checks
Premium Gold Customers may request an annual health-check delivered by Board’s Premium Support Team members. Health checks can provide multiple insights into the quality and performance of a Use Case.
Use Case support
Use Case support provides support for Customer's unique custom build(s). This service is delivered by Board’s Premium Support team members possessing an understanding of how the Customer's Use Case has been designed to meet their specific requirements within the Board platform.
Premium Support resources will be available Monday through Friday during standard business hours. Board will make commercially reasonable efforts to assign a Premium Support resource in the customer’s region (EMEA, APAC, ANZ or North America).
Although a Premium Support resource is assigned to a customer, the customer should initiate all requests for assistance through the standard support case submission process at support.board.com.
Development advisory guidance sessions
Advisory service developed to support Customers on their journey in becoming more self-sufficient with the Board platform. Customers may request specific product training, discover development best practices or to better understand how to model specific processes using Board's standard functionality. Unconsumed hours expire at the end of each month.
Other Benefits
Exclusive access/ discounts for Customer events
Eligible Customers can benefit from exclusive offers at Board events. These can include VIP access and discounts to Board Customer events. Offers are dependent to specific events.
Preferred eligibility for BEAP (Board’s early adopter program)
Premium Support Customers may receive preferred eligibility to participate in Board's BEAP programme. Eligibility is determined by the relevancy of new features and functionality to the Customer's Use Cases.
