Deltek Customer Support Plans

Tailored customer support services to meet the needs of your business.

Compare Our Plan Features

Standard

For organisations with entry-level systems and limited support requirements

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Premium

For enterprise organisations that want extended support

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Select

For organisations with a sophisticated user base and global enterprise environment

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PLAN FEATURES		Standard	Premium	Select
	Telephone Support
Telephone Support		Initiate Cases Online	✔	✔
	Annual Case Bank for Ongoing Support
Annual Case Bank for Ongoing Support		30 Cases – unlimited for one year for new customers	Unlimited	Unlimited
	Web, Chat, and Email Support
Web, Chat and Email Support		✔	✔	✔
	Unlimited Online Access to the Deltek Support Center
Unlimited Online Access to the Deltek Support Center		✔	✔	✔
	Number of Authorized Support Contacts
Number of Authorised Support Contacts		8	10	15
	Dedicated Senior Service Manager who provides planning, case reviews, critical situation management and proactive alerts & notifications
Dedicated Senior Service Manager who provides planning, case reviews, critical situation management and proactive alerts & notifications				✔
	Sev1 Response Time
Sev1 Response Time		3 hours	2 hours	1 hour
	Sev2 Response Time
Sev2 Response Time		4 hours	3 hours	2 hour
	Sev3 Response Time
Sev3 Response Time		6 hours	4 hours	3 hours
	Sev4 Response Time
Sev4 Response Time		8 hours	6 hours	4 hours
	24x5 Emergency Support
24x5 Emergency Support			✔	✔
	24x7 Emergency Support
24x7 Emergency Support				✔
	Restricted Data Access for ITAR-controlled or Other Restricted Data
Restricted Data Access for ITAR-controlled or Other Restricted Data				✔
	Priority Case Handling
Priority Case Handling				✔
	Access to Deltek Test Runner for Costpoint Customers
Access to Deltek Test Runner for Costpoint Customers				✔
	Complimentary Admission to Deltek’s Annual Customer Conference*
Complimentary Admission to Deltek’s Annual Customer Conference*				✔

* For Select Care customers who pay $25k+ annually

Our Support Plans

Standard Care

Deltek Standard Care provides support during business hours and anytime access to our award-winning online Deltek Support Center. Standard Care is ideal for organisations with entry-level systems and limited support requirements. With Standard Care services, Deltek support professionals will help you troubleshoot problems and provide you with quick resolutions.

Premium Care

Deltek Premium Care is designed for enterprise organisations that want the added comfort and security of extended coverage. It offers all the Standard Care benefits plus 24x5 severity 1 support from our experienced professionals who help handle your business’ mission-critical needs. Additionally, Premium Care provides ten authorised contacts within your organisation to communicate with Deltek.

Select Care

Deltek Select Care is designed for organisations with a sophisticated user base and global enterprise environment. It provides priority access to product experts with years of experience. In addition to Premium Care benefits, you have 24x7 mission-critical access to support and a dedicated Select Care Manager who helps resolve issues in a timely manner and informs you of relevant product releases and technology updates. Maximise your Deltek investment and minimise operational downtime with Select Care.