On-Demand Customer Service, Customer Support & Help Desk Software
Parature Support Plans
Designed for the individual needs of our customers
- "I have worked in technology for over 15 years, previously in the corporate world. It is not often I have the pleasure of working with a vendor - nay a partner - who provides such service to their customer as I experienced with Parature."
- Director of Information Technology - Rockford College
No matter what your support requirements are, Parature has a support plan to meet the unique requirements of your organisation.
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 maximise the power of your Parature Customer Service™ software and to deliver the most exceptional service and support to your customers.
Pick the right level of support for you and your organisation
Gold Level Support
As soon as you purchase Parature Customer Service™ software, you're automatically enrolled in Gold Level Support. This basic plan provides all the essentials to ensure you get the most out of your investment.
Platinum Level Support
Parature Platinum includes all the Gold Level Support benefits plus additional features 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 authorised support contacts, additional engineering and analyst access and fastest response times.
| Support Plan | Gold | Platinum | Diamond |
| Online User Guide |  |
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| Online Support Portal | |
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| Online Release Notes | |
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| Technical Support Knowledgebase | |
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| New Feature Training Video Downloads | |
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| ParaGroups Parature User Discussion Forums | |
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| Parature Insider Email Newsletter | |
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| Online Case Submission and Status Updates via Support Portal | |
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| Opt-in System Status Updates via Email | |
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| Unlimited Self-Service Support Contacts | |
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| Authorised Support Contacts | 1 | 2 | 4 |
| Access to Parature Share Ideas for Authorised Support Contacts to share, vote & comment | |
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| Workflow Change Requests (Hours per Month) | 1 | 3 | 3 |
| Software Support Engineer Access via Telephone Monday - Friday [Excluding holidays] |
9:00 AM - 9:00 PM EST | 9:00 AM - 9:00 PM EST | |
| Software Support Engineer Access via Real-Time Chat Monday - Friday [Excluding holidays] |
9:00 AM - 9:00 PM EST | ||
| Targeted Initial Response Time | 3 business days | 4 business hours | 2 business hours |
| Emergency Response Hotline | |
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| Remote Access Support | |
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| API Access Support | |
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| Premium Report Designer Support | |
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| Priority Queuing (Telephone, Tickets and Email) | |
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| Monthly Support Issue Review | |
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| ParaFest - Parature Users' Conference - Complimentary Registrations | 2 | 3 | |
| Support Requests per Month | 5 | Unlimited | Unlimited |
Knowledge Base Software | Case Management Software | Knowledge Management | Help Desk Software | Online Customer Support Software | Web Based Help Desk Software | Trouble Ticket software