Customer Success Manager:
A designated point of contact within the Strategy Cloud team.

Yes

Yes

Dedicated Support Liaisons:
Increase your team's capacity with more resources who can work directly with our support experts to resolve cases.

4

8

Architect Education Passes:
Access our entire online catalog, and persona-based certifications with your premium support subscription.

0

8

Initial response times for P1 and P2 issues:
Faster initial response times for P1 and P2 issues*

P1 < 2hr
P2 < 2hr

P1 < 15 minutes
P2 < 1 hour

P1 and P2 issue updates:
Faster follow up response times for P1 and P2 issues*

As status changes or daily

P1 every 1 hour
P2 as status changes or twice a day

Quarterly service reporting:
Reporting on environment health, telemetry, and cases.

Via email

Via meeting

Weekly Case Management Meetings:
Weekly cadence with your Customer Success Manager who actively manages your open caseload to closure.

Weekly

System alert notifications:
System monitoring alerts sent straight to your designated liaisons.

Yes

Location based 24x7 support:
Access to 24x7 by engineers within a dedicated region.

Yes