Support

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No matter what your support requirements are, Parature has a support plan to meet the unique needs of your organization.

Whether you need an emergency response hotline, remote access support, a dedicated account manager, or real-time chat support – we have a plan for you. Parature support plans enable you to maximize the power of your Parature Customer Service Software, and to deliver the most exceptional service and support to your customers.

Platinum Level Support

Parature Platinum includes all the essentials to ensure you get the most out of your investment including remote access support and a dedicated account manager, important for mission-critical applications.

Diamond Level Support

Parature Diamond includes all the Platinum Level support benefits plus added support for customers requiring multiple authorized support contacts, additional engineering and analyst access, and fastest response times.

Platinum Diamond
Online Self-Service Support Portal
New Feature Training Video Downloads
ParaGroups Parature User Discussion Forums
Online Case Submission and Status Updates via Support Portal
Authorized Support Contacts 2 4
Access to Parature Share Ideas for Authorized Support Contacts to share, vote & comment
Basic Workflow Change Requests 15 30
Software Support Engineer Access via Telephone Monday – Friday [Excluding US holidays] 9:00 AM – 9:00 PM EST 9:00 AM – 9:00 PM EST
Targeted Initial Response Time 4 business hours 2 business hours
Emergency Response Hotline
API Access Support
Premium Report Designer Support
Priority Queuing (Telephone, Tickets and Email)
Software Support Engineer Access via Real-Time Chat Monday – Friday [Excluding US holidays] - 9:00 AM – 9:00 PM EST
Assigned Senior Support Engineer -
Support Issue Review -
Support Requests per Month Unlimited Unlimited