Our success plans
You invest in us. We invest in you. We're driven by customer success. That’s why if you ever need help or have questions about your system, we want to make sure you get well-informed, proactive support from the FinancialForce.com team. We offer two types of success plans: Standard and Premier.
The Standard Success Plan comes with your FinancialForce.com application subscription. These customers are go-getters who like to use online Communities to excel. They like to take online training and learn things on their own. They are very self-sufficient in running all aspects of our technology.
Our Premier Success Plan partners you with a Customer Success Manager (CSM) who will help you map out your goals and KPI’s and help you accomplish them by conducting regular business reviews. To help you take your usage to the next level, we’ll also give you 4 sessions annually with our Technical CSM. You’ll have access to one fundamentals class to be used throughout the year, to help you on-board and train new team members. You’ll also receive 1 free pass to our annual customer event. From a support perspective, you’ll receive an initial response to your most critical cases in 1 business hour.
In addition, for our Premier plan we created a number of add-on services made available for purchase so you can truly customize your success plan to your needs. Please reach out to your Account Executive or Customer Success Manager to review any of these plans in more detail.
|Benefit||Standard Success||Premier Success|
|Access to Support||12X5||24X7 (Standstill and Critical issues)|
|Support Response Time||2 Day||Standstill: 1 hours, Critical: 2 hours, Major Problem, Problem, Question: 6 hours|
|Assigned Customer Success Manager||Community / Online only|
|Assigned Technical Account Manager|
|Technical Review Sessions Year / w Tech CSM||4|
|Training credits per year||*Contact AE/CSM|
|Passes to Annual Customer Conference||1|
|Named Support Contacts||4||Unlimited|
|Technical Account Manager (1:8)*|
|Technical Account Manager (1:4)*|
|Technical Account Manager (1:1)*|
|PLAN DETAILS||PLAN DETAILS|
*Contact FinancialForce Customer Success Manager or Account Executive for details and pricing