Enjoy Exclusive Benefits
With our elevated customer care levels, you have opportunities to create the relationship and receive the benefits that best meets your needs
Plan Levels
Silver
Gold
Platinum
Take it to a New Level
There's more to Customer Care than Technical Support. The addition of Product Management elements take it to the next level.
At Condrey, it is our goal to create a mutually beneficial and productive relationship with every customer that we have. Some customers need and/or desire a more connected relationship, whether that is from a Technical Support perspective or from the perspective of being more plugged in to the evolution of the software or the use of it for their specific needs. Our Customer Care program puts the choices in your hands to create the best opportunity for your success based on your needs. Lastly, this program affords Condrey the opportunity to reward our most committed and loyal customers.
Requirements
Every customer automatically qualifies for a level of Customer Care based on annual spend. Annual spend includes your combined spend for the year of all products purchased. However, any customer is eligible to upgrade into a higher care level to achieve the desired level of engagement with Condrey.
| Plan Level | Silver | Gold | Platinum |
|---|---|---|---|
| Buy-In Available | N/A | Yes | Yes |
| Total Annual Spend to Auto-qualify | $0-$49,999 | $50,000-$99,000 | $100,000+ |
Product Management & Solutions Engineering
A very special part of our Customer Care program is proactively engaging with our Product Management and Solution Engineering teams. We are partners in helping you attain your goals. Product Management involvement allows us to connect with our customers as partners in the evolution of the software. Solutions Engineering allows us to help our customers get the very most from their investment.
| Plan Level | Silver | Gold | Platinum |
|---|---|---|---|
| Feature Requests | Submit | Tracking | Priority |
| Beta Access | -- | Invitation | Yes |
| Roadmap Access / Review | -- | 1 per year | 2 per year |
| Review and Planning Workshop | -- | Invitation | Included |
| Customer Advisory Board | -- | -- | Invitation |
| Custom Development | $300/hr | $200/hr | 10 hours included, then $200/hr |
Technical Support
Of course Technical Support is a big part of our Customer Care offering. Our Technical Support team is invested in your success and their goal is to help you with technical issues you might encounter with the software. They have the backing of our engineering team when needed to resolve code defect issues. Issues that move beyond the scope of Technical Support may be handed off to Solutions Engineering as appropriate.
| Plan Level | Silver | Gold | Platinum |
|---|---|---|---|
| Hours | M-F, 9am-7pm EST | M-F, 9am-7pm EST | M-F, 9am-7pm EST |
| Priority | Normal | High | Elevated |
| Self Help | Yes | Yes | Yes |
| Email Support | Yes | Yes | Yes |
| Telephone Support | No | Yes | Yes |
| Remote Session Support | No | Yes | Yes |
| Remote Session Support Off Hours | No | 2/yr | 6/yr |
| Response Rate | 10 business hours | 6 business hours | 4 business hours |
| Maximum Non-Update | 5 Days | 10 Days | 30 Days |
| Named Support Professional | No | No | Yes |
| Extended Version Support | No | Yes | Yes |