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Cloud Customer Success Plans
Compare Our Cloud Customer Success Plan Features
Streamlined support, training and customer success in one convenient plan for Deltek Costpoint, Deltek Maconomy and Deltek Vantagepoint customers deployed in the Cloud.
Professional
Premier
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Signature
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| PLAN FEATURES | Professional | Premier | Signature | |
|---|---|---|---|---|
|
Case Allotment |
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|
Case Allotment |
Unlimited |
Unlimited |
Unlimited |
|
|
Intake Channels |
||||
|
Intake Channels |
Web |
Web/Chat/Phone |
Web/Chat/Phone |
|
|
Business Coverage Hours |
||||
|
Business Coverage Hours |
8 x 5 |
24 x 5 |
24 x 7 |
|
|
Critical Coverage Hours |
||||
|
Critical Coverage Hours |
8 x 5 |
24 x 7 |
24 x 7 |
|
|
Sev1 Response Time |
||||
|
Sev1 Response Time |
3 hours |
2 hours |
1 hour |
|
|
Sev2 Response Time |
||||
|
Sev2 Response Time |
4 hours |
3 hours |
2 hours |
|
|
Sev3 Response Time |
||||
|
Sev3 Response Time |
6 hours |
4 hours |
3 hours |
|
|
Sev4 Response Time |
||||
|
Sev4 Response Time |
8 hours |
6 hours |
4 hours |
|
|
Authorized Support Contacts |
||||
|
Number of Authorised Support Contacts |
8 |
12 |
20 |
|
|
Assigned Senior Service Manager |
||||
|
Assigned Senior Service Manager |
✔ | |||
|
Direct Access to Tier 2 Support |
||||
|
Direct Access to Tier 2 Support |
✔ | |||
|
Enhanced Service Monitoring |
||||
|
Enhanced Service Monitoring |
✔ | |||
|
Quarterly System Status Report |
||||
|
Quarterly System Status Report |
✔ | |||
|
Key Event Management |
||||
|
Key Event Management |
✔ | |||
|
Technical Account Manager (TAM) |
||||
|
Technical Account Manager (TAM) |
✔ | |||
|
PROFESSIONAL SERVICES |
||||
|
PROFESSIONAL SERVICES |
||||
|
Advisory Credits |
||||
|
Advisory Credits |
12 |
20 |
||
|
Optimization Workshop (1x Per Term) |
||||
|
Optimisation Workshop (1x Per Term) |
Included |
|||
|
TRAINING |
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|
TRAINING |
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|
Self-Paced Training |
||||
|
Self-Paced Training |
Full Library |
Full Library |
Full Library |
|
|
Certifications |
||||
|
Certifications |
Included |
Included |
Included |
|
|
Live Training Discount |
||||
|
Live Training Discount |
20% |
30% |
||
|
Annual Customer Conference Discount |
||||
|
Deltek ProjectCon Admission |
1 Comped Pass |
2 Comped Passes |
||
|
ENGAGEMENT SERVICES |
||||
|
ENGAGEMENT SERVICES |
||||
|
Success Planning |
||||
|
Success Planning |
Guided |
CSM Driven |
CSM Driven |
|
|
Customer Success Manager (CSM) Coverage |
||||
|
Customer Success Manager (CSM) Coverage |
Digital |
Named CSM |
Named Senior CSM |
|
|
Release Insights |
||||
|
Release Insights |
✔ | ✔ | ||
|
Product Roadmap Access |
||||
|
Product Roadmap Access |
✔ | |||
|
Business Reviews |
||||
|
Business Reviews |
Semi-Annual |
Quarterly |
||
*Advisory Services provide an opportunity to choose from available services including reporting workshop, industry benchmarking, custom/extension review, integration design review.
Cloud Customer Success Plans
Professional Plan
The Cloud Customer Success Professional Plan offers web support during business hours and anytime access to our award-winning online Deltek Support Center. Professional Plans also include access to a full library of self-paced product training in the Deltek Learning Zone along with a guided approach to success planning. This Cloud Customer Success Plan is ideal for organisations with entry-level systems and limited support requirements.
Premier Plan
The Cloud Customer Success Premier Plan offers all of the Professional Plan benefits plus 24x5 web, chat and phone support for added security and increased coverage to help handle your business’ mission-critical needs. Additionally, the Premier Plan provides enhanced offerings from Deltek’s Professional Services team, add-on product training discounts and a named Customer Success Manager who will serve as your primary Deltek account contact.
Signature Plan
The Cloud Customer Success Signature Plan is designed for organisations with a sophisticated user base and global enterprise environment with our highest level of response times. This plan offers all of the perks of the Premier Plan plus 24x7 support and access to a Technical Account Manager for service monitoring and quarterly system status reports. Your organisation will also benefit from industry benchmarking services and a dedicated senior Customer Success Manager who will serve as your primary Deltek account contact to provide individualised success plans and quarterly business reviews.