Customer Success Tiers – RequirementONE HelpCenter

With two tiers of Customer Success designed specifically with our customers in mind, choose the tier that best suits your needs.

Customer Success

Our standard Customer Success offering encompasses both reactive and proactive assistance. There will be an account manager to make sure that you are achieving your goals. You also benefit from fast response times and access to RequirementONE specialists to help with any questions. Any production system down issue (Severity 1) is responded to on a 24*7 basis. Any other severity issues are initially responded to within the targeted service level response time.

If you need local language support, you may like to consider working with one of the RequirementONE Support Partners. RequirementONE Support Partners can help you with planning your solution, through implementation, transfer of knowledge, and, of course, full support under one of the RequirementONE packages.

Premier Customer Success

This offering is the most appropriate if you need RequirementONE to know you, your environment, and your RequirementONE solution. All requests are given the highest priority and have the shortest targeted response times.

This Service is for you if you:

Have a large project
Want a designated RequirementONE Technical staff member to be part of your team
Need help managing your issues
Would like a preview of the product road map
Require Best Practice advice
Need someone who knows your technical environment and is able to offer proactive support geared specifically to your needs
Would like an annual health check
Need customized RequirementONE Training

The RequirementONE Premier Customer Success Program provides large enterprise customers with an RequirementONE Customer Success Manager (CSM) dedicated to the planning, deployment, and day-to-day maintenance of your RequirementONE solution. This resource serves as the primary point of contact for all issues and requests, optimizes the RequirementONE solution to meet demanding user requirements and helps plan for future growth.

The Customer Success Manager acts as a single point of contact into the RequirementONE organization. This resource is assigned to you, has a detailed knowledge of your work environment and business needs, and acts as your advocate, ensuring that issues and requests are addressed and resolved quickly.

Customer Success Tier Overview

The following table provides a high-level overview of what is included with each Support Service package.

	CUSTOMER SUCCESS	PREMIER CUSTOMER SUCCESS
Priority 1 Premier Support access	24 x 5	24 x 7
Phone support	Customer Success Number	Direct Number
Training - Remote instructor led	24 Hours	48 Hours
Training - Training videos	Standard	Customized
Number of Support calls	60	600
Authorized support contacts	3	Up to 10
Product Documentation	Yes	Yes
Critical Alerts	Yes	Yes
Knowledge Base	Yes	Yes
Web Support	Yes	Yes
Customer success manager (CSM)		Named
Customer success meeting		Quarterly
Annual Business review		Annually
Customer Advisory Board (CAB)	By invitation only	Automatically Invited

CUSTOMER SUCCESS DETAILS

RequirementONE Premier Customer Success provides the following benefits:

BENEFIT	DESCRIPTION
Priority 1 Support access	For Priority 1 issues, You have access to priority call routing, to connect you with a Customer Success Engineer 24 hours a day, 5 days a week. For all other priorities, You have access to the same engineers 8 hours per day, 5 days a week.
Phone	Speak to a Customer Success Engineer directly
Training	Ensure your Users are fully trained with a combination of Train the trainer, Remote guided learning and on-line videos.
Customer Advisory Board	You may be invited to participate in RequirementONE’s Customer Advisory Board (CAB) who influence the future direction of the RequirementONE Subscription offering.

PREMIER CUSTOMER SUCCESS DETAILS

RequirementONE Premier Customer Success provides the following benefits:

BENEFIT	DESCRIPTION
Priority 1 Premier Support access	For Priority 1 issues, You have access to priority call routing, to connect you with a Premier Customer Success Engineer 24 hours a day, 7 days a week. For all other priorities, You have access to the same engineers 12 hours per day, 5 days a week.
Phone	Speak to a senior Premier Customer Success Engineer directly
Training	Ensure your Users are fully trained with a combination of Train the trainer, Remote guided learning and customized videos.
Customer Success Manager (CSM)	A Named CSM will be provided to You who will provide the following: Regular Communication Single Point of Contact for questions, escalations, assistance Customer advocacy to ensure Your voice is heard when decisions are being made Best practice advice to maximise your investment Strategic planning to map RequirementONE capabilities to Your business objectives.
Customer Success Meeting	Quarterly, scheduled, virtual meeting (on-site at Your expense if you prefer) to review performance, progress towards desired goals, review adoption metrics, plan for upcoming activities and to review new opportunities.
Annual Business Review	Annual, scheduled, on-site meeting to Review product roadmap, mapping RequirementONE current and planned capabilities to your initiatives. Conduct a health check of Your usage of RequirementONE. Broker strategic planning discussions between Customer’s executive sponsor(s) and a RequirementONE executive sponsor.
Customer Advisory Board (CAB)	You will be invited to participate in RequirementONE’s Customer Advisory Board (CAB) who influence the future direction of the RequirementONE Subscription offering.