Customer Success
Services
Customer Success
The foundation of LAKE support services are our Customer Success packages. Services are organised into three service level tiers: Silver; Gold; and Platinum to give customers the flexibility to find the perfect package for their individual requirements and budget.
Please contact your Customer Success Manager for details of options and pricing. Alternatively, chat now and we will arrange for your Customer Success Manager to call you.
Service
Email Support
Telephone Support
Customer Portal and Knowledgebase
Named Customer Success Manager
Named Support Representative
Support Non-Production Environments (1)
Support Performance Report
Support Performance Review
Application Checklist and Summary Report
Inclusive Hours for Training or Ad Hoc Consultancy (2 & 3)
Strategic System Review & Continual Improvement Plan
Named Sponsor from LAKE Senior Management Team
Cloud Options
What’s New! – News and Updates
On-premise Options
In-depth Annual Technical Review
Technical Checklist and Summary Report
Inclusive Technical Consulting Hours (3 & 4)
Silver
✔
✔
✔
✔
–
–
–
–
–
–
–
–
✔
–
–
–
Option
Gold
✔
✔
✔
✔
✔
✔
Half-yearly
Half-yearly
Annual
10 Hours
–
–
✔
–
Annual
–
Option
Platinum
✔
✔
✔
✔
✔
✔
Quarterly
Quarterly
Half-yearly
20 Hours
Annual
✔
✔
✔
Half-yearly
6 Hours
Option
Notes
- Time used to support non-Production environments will be drawn from Inclusive hours
- On-premise customers with up to date support and maintenance are entitled to Customer Success Silver as part of their existing LAKE support arrangement
- Inclusive hours are finite. If these resources are exhausted we will request authorisation for additional bundles of hours
- Inclusive hours are available to be used only during the term of the Customer Success service to which they relate. Unused hours do not carry forward into a new year or subscription term.
Service |
Silver |
Gold |
Platinum |
|---|---|---|---|
|
Email Support |
✔ |
✔ |
✔ |
|
Telephone Support |
✔ |
✔ |
✔ |
|
Customer Portal and Knowledgebase |
✔ |
✔ |
✔ |
|
Named Customer Success Manager |
✔ |
✔ |
✔ |
|
Named Support Representative |
– |
✔ |
✔ |
|
Support non-Production environments (1) |
– |
✔ |
✔ |
|
Support Performance Report |
– |
Half-yearly |
Quarterly |
|
Support Performance Review |
– |
Half-yearly |
Quarterly |
|
Application Checklist and Summary Report |
– |
Annual |
Half-yearly |
|
Inclusive Hours for Training or Ad Hoc Consultancy (2 & 3) |
– |
10 Hours |
20 Hours |
|
Strategic System Review and shared Continual Improvement Plan |
– |
– |
Annual |
|
Named Sponsor from LAKE Senior Management Team |
– |
– |
✔ |
|
Cloud Options |
|
|
|
|
On-premise Options |
|
|
|
|
Technical Checklist and Summary Report |
– |
Annual |
Half-yearly |
|
Inclusive Technical Consulting Hours (3 & 4) |
– |
– |
6 Hours |
|
Option |
Option |
Option |
Notes
- Time used to support non-Production environments will be drawn from Inclusive hours
- On-premise customers with up to date support and maintenance are entitled to Customer Success Silver as part of their existing LAKE support arrangement
- Inclusive hours are finite. If these resources are exhausted we will request authorisation for additional bundles of hours
- Inclusive hours are available to be used only during the term of the Customer Success service to which they relate. Unused hours do not carry forward into a new year or subscription term.