Follow

Available Support Plans

We offer three plans when it comes to support. We feel that it is up to each client to determine which plan suits their needs best.

Pay Per Incident Support:

bLoyal offers support on a per incident basis to Clients that opt to not purchase a bLoyal Support Plan. The applicable fee is $75 per incident.  Pay per Incident Support does not apply to any third party products not purchased from bLoyal.

Pay per Incident Support is provided during regular business hours defined as Monday through Friday, 7AM to 5PM Pacific Standard Time.  However, support incidents can also be entered online 24 hours a day, seven days a week using the bLoyal online support tool accessible from the Help section in your bLoyal Director account or through the support portal by using the Submit a Request link. Please note that support incidents entered outside of regular business hours will be responded to during the next business day as per the terms and conditions stated in the support SLA.

Extended Support Plan:

 An annual Extended Support Plan is available and includes the following benefits:

  1. Unlimited support incidents. 
  2. Extended support hours 24 hours a day 7 days a week.
  3. Standard Service Level Agreements as described in the SLA Agreement.

Dedicated Support Plan:

An annual Dedicated Support Plan is available. This plan includes all of the benefits of the Extended Support Plan plus a dedicated bLoyal Service Team. A bLoyal Service Team is assigned to a limited number of Clients. This allows for your dedicated bLoyal Service Team to get to know your specific environment and needs in more detail and thus together provide you with additional services as described below:

  1. Unlimited support incidents. 
  2. Extended support hours 24 hours a day 7 days a week.
  3. Enhanced Service Level Agreements: Your receive priority status resulting in enhanced response times as described in the SLA Agreement.
  4. Tailored Support:Your dedicated bLoyal Service Team is your primary contact for all support requests. The Service Team knows your business and your configuration and provides tailored support as well as proactive follow up on Support Incidents.
    • Triage of issues including what is currently defined as Tier 1 and Tier 2 in Section 7 of the SLA Agreement.
    • Managed escalation to Tier 3 or Tier 4 only if needed.
    • Follow up until the incident is Completed or Closed as defined in this Section 8 of the SLA Agreement.
  5. Business Process Support:Your bLoyal Service Team will also support your Team on how to best align business processes and your bLoyal solutions to maximize your benefits.
      • Quick-training sessions of up to 15 minutes to cover specific features of the bLoyal solution that may best support your business processes.
      • Sharing of business process best practices.
      • Provide you with standard bLoyal process documentation and supporting your Team to customize and maintain process documentation to match your specific business processes.
  6. Custom Communications: A monthly 1 hour call as may be convenient for you to follow up on either Support or Business Process related topics.
  7. Quarterly Check In Meeting: This will allow you to meet with a member of the executive team or Director of Client services to ensure that both the Dedicated Service Team and yourselves are receiving and providing the tools necessary to assist you in achieving your business goals and needs.

Support Plan Pricing:

If you're not currently on a plan please reach out to sales@bloyal.com for current pricing and to sign up for a plan.

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk