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