Personalized support designed to meet your needs.
SmartSimple's Premium Support Services provide you with a Dedicated Support Representative (DSR) who will handle all your support requests and will have in-depth knowledge of your SmartSimple system. You’ll also benefit from an optional monthly call with our Director of Customer Experience to discuss any questions about system functionality, training or configuration.
While Essential Support comes standard in all our Service Level Agreements (SLAs), Premium Support Services offer enhanced access to our support team.
|Item||Essential Support||Premium Support|
|Live Agent||General client support group on rotation||Named Dedicated Support Representative (DSR)|
|Director Level Access||Upon request or escalation||Regular meetings and on-demand access consultations|
|Configuration Services||At additional fee as estimated||Included (up to 4 hours per request)|
|Training||At additional fee as estimated||Included (up to 3 hours per quarter)|
|Fee||Included in licensing||Please contact your Account Manager|
You can add Support360° to your Premium Support Services providing support to your extended community. SmartSimple offers technical and system usage assistance to your external users, including applicants, reviewers and grantees. Technical and system usage assistance can include resetting user passwords, assisting with completion of application forms or explaining how to navigate the portal pages.
The Premium Support Services option is ideal for organizations who don’t have an internal IT team or regularly require changes to their system involving hands-on assistance from SmartSimple.