Customer Success
Support

Support


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 and shared Continual Improvement Plan

Named Sponsor from LAKE Senior Management Team


Cloud Options
What's new! Webinars and Updates


On-premise Options
In-depth Annual Technical Review
Technical Checklist and Summary Report
Inclusive Technical Consulting Hours (3 & 4)

Update Essentials


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

  1. Time used to support non-Production environments will be drawn from Inclusive hours
  2. On-premise customers with up to date support and maintenance are entitled to Customer Success Silver as part of their existing LAKE support arrangement
  3. Inclusive hours are finite. If these resources are exhausted we will request authorisation for additional bundles of hours
  4. 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.


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

Silver


Gold


Platinum

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


 



 



 

What's new! Webinars and Updates













On-premise Options

 


 


 

In-depth Annual Technical Review



Technical Checklist and Summary Report


Annual


Half-yearly

Inclusive Technical Consulting Hours (3 & 4)



6 Hours

Option


Option


Option


Notes

  1. Time used to support non-Production environments will be drawn from Inclusive hours
  2. On-premise customers with up to date support and maintenance are entitled to Customer Success Silver as part of their existing LAKE support arrangement
  3. Inclusive hours are finite. If these resources are exhausted we will request authorisation for additional bundles of hours
  4. 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.

Take the next step

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Chat now

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Call us on 0113 273 7788


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