Tiered Support options for your Unit4 solution

No two organizations are identical, so we offer a range of Tiered Support plans for different types of Unit4 solution to match your needs and fit your resources.

At Unit4, our aim is to ensure you achieve maximum benefit from using our solutions. With this in mind, we have developed a range of customer service options to complement your organization's resources and enable you to realize the full benefits of your investment in our solutions.

We offer three Tiered Support service options:

  • Standard – prompt, reactive support (i.e. when needed) to get you back up and running if something goes wrong.
  • Enhanced – proactive support to ensure your organization gains good business value from your Unit4 products.
  • Premium – holistic support, working in close partnership with you, to deliver the very best from our software and services.

The individual elements that are included in each option for our Global Cloud, On-premise & Cloud Hosting and Local Products are set out in the tables below:

Global Cloud Tiered Support

 

S

E

P

Access to support
Ability to access and submit cases to Unit4 and Unit4’s comprehensive knowledge database.

 

Access to Unit4 Customer Portal
Unit4’s comprehensive knowledge database delivered in English.

 

24/7 support response
24/7 support for business-critical events (P1).

 

 

Customer Success Manager
Point of contact to discuss and seek guidance on ad hoc operational questions or escalations.

 

 

Application value check
Annual review of the business value created for the customer, with guidance on future optimizations.

 

 

Assigned support team
Support team “ringfenced” as per customer’s business needs, handling support requests.

 

 

 

Functional application review
Review of customer's functional use of the software and guidance on future areas of optimization.

 

 

O

Business continuity, compliancy and security advisory
Access to key experts on above-mentioned topics.

 

 

 

Upgrade support
Proactive assessment and recommendation on appropriate timing for customers to upgrade.

 

 

 

Service quality review
Assessment of quality of support and service delivered.

 

 

A + O

Q + O

Local language support (optional)
Access to local-language-speaking support personnel.

 

 

 

O

Key
✔ = Included
A = Annual
Q = Quarterly
O = Option

On Premise and Cloud Hosting* Tiered Support

 

S

E

P

Access to support
Ability to access and submit cases to Unit4.

 

Access to Unit4 Customer Portal
Unit4’s comprehensive knowledge database delivered in English.

 

24/7 support response
24/7 support for business-critical events (P1).

 

 

Customer Success Manager
Point of contact to discuss and seek guidance on ad hoc operational questions or escalations.

 

 

Application value check
Annual review of the business value created for the customer, with guidance on future optimizations.

 

 

Assigned support team
Support team “ringfenced” as per customer’s business needs, handling support requests.

 

 

 

System health advisory
Annual technical assessment of customer's software implementation and guidance on futures areas of optimization.

 

 

O

Service quality review
Assessment of quality of support delivered.

 

 

O

B+O

Local language support (optional)
Access to local-language-speaking support personnel, handling customer cases.

 

 

 

O

*Premium included

Key
✔ = Included
B = Biannual
O = Option

Local Product Tiered Support

 

S

E

P

Access to support
Ability to access and submit cases to Unit4 and Unit4’s comprehensive knowledge database .

 

Assigned success consultant
Assigned point of contact to structurally discuss and seek guidance on ad hoc operational questions or escalations.

 

 

Assigned support team
Support team “ringfenced” as per customer’s business needs. All customer support requests routed to established assigned teams.

 

 

 

Local language support (optional)
Access to local-language-speaking support personnel, handling customer cases.

 

 

 

O

Key
✔ = Included
O = Optional