Support Plans

Customer Support Software On Demand – Customer Service Solution

Parature appreciates that not all customers have the same technical support needs when they purchase our solutions to customer service. To better serve those individual needs, Parature offers two levels of support designed to meet our customers' specific and changing support requirements for their online customer support software. By promoting user adoption, satisfaction, and productivity through a support plan, you can be sure your Parature customer service software is used to the fullest extent.

Support Plan	Gold	Platinum	Diamond
Online User Guide
Online Support Portal
Online Release Notes
Technical Support Knowledge Base
New Feature Training Video Downloads
ParaGroups Parature User Discussion Forums
Parature Insider Email Newsletter
Online Case Submission and Status Updates via Support Portal
Online New Feature Suggestions via Support Portal
Online Defect and Bug Submissions via Support Portal
Opt-in System Status Updates via Email
Unlimited Self-Service Support Contacts
Authorized Support Contacts	1	2	4
Workflow Change Requests (Hours per Month)	1	3	3
Tier 2 Support Engineer Response Time	3 Business Days	4 Business Hours	2 Business Hours
Tier 1 Support Analyst Access via Telephone		9:00 AM - 9:00 PM EST	9:00 AM - 9:00 PM EST
Tier 2 Support Engineer Access via Telephone		9:00 AM - 9:00 PM EST	9:00 AM - 9:00 PM EST
Emergency Response Hotline
Remote Access Support
API Access Support
Premium Report Designer Support
Priority Queuing (Telephone, Tickets and Email)
Dedicated Account Manager
Annual System Configuration Review
Tier 1 Support Analyst Access via Real-Time Chat			9:00 AM - 9:00 PM EST
Dedicated Tier 2 Support Engineer Team
Monthly Support Issue Review
ParaFest - Parature Users'Conference - Complimentary Registrations		2	4
Support Requests per Month	5	Unlimited	Unlimited