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CUSTOMER SUCCESS PLAN

STANDARD
CUSTOMER SUCCESS PLAN

ComplianceQuest’s Standard Customer Success Plan (annual maintenance and support program) is designed to help each and every customer with the required software and technical support to maximize the investment they have made in the application. This Standard Customer Success Plan provides our customers with software updates, upgrades and unlimited technical support.

Benefits and Features of the Standard Program

  • Included with your subscription license and provides support for reporting bugs / errors and feature requests
  • Unlimited access to technical support analysts to solve system-related issues via CQ Application Support Portal or email from 8 AM to 5 PM, Monday through Friday, local to where the master subscription agreement was executed, excluding ComplianceQuest holidays
  • Designate up to 2 client designated contacts to access CQ Application Portal and interact with ComplianceQuest’s support analysts
  • Unlimited access to CQ Knowledgebase and FAQs for self-training, how-to's, documentation, validation scripts and release notes allowing you to take control of your own resolution, available 24x7
  • Upgrade Support for Customer’s CQ System Admin in the execution of CQ major/minor releases of the Out of the Box system
  • Video Training Tutorials on ComplianceQuest out-of-the-box solutions
BENEFITSCAPABILITIES
Online Issue ResolutionRequest support online for problems concerning your ComplianceQuest's products.
Online request submissionRequest feature enhancements online for all currently supported ComplianceQuest’s products.
Online Chat RoomsCommunicate live through a chat room with a ComplianceQuest support analyst
Upgrades and UpdatesKeep your system up-to-date with downloadable upgrades, updates and patches
Product Releases and AnnouncementsStay informed with the latest news regarding ComplianceQuest’s current and upcoming releases
FAQsGet answers to the most frequently asked technical questions related to ComplianceQuest’s solutions
White Papers and Product DocumentationDownload white papers and product documentation for references and knowledge improvement
Online Product TutorialsAccess ComplianceQuest’s online training videos for product self-learning

For companies with global operations centers or those that use ComplianceQuest’s solutions for critical systems, ComplianceQuest offers Premium Customer Success Plan (annual Maintenance and Support package). Premium Customer Success Plan provides customers with peace of mind and the assurance that ComplianceQuest will be there day and night providing personalized service to address issues that may arise.

Benefits and Features of the Premium Program

  • All features of Standard, plus:
  • 24 x 7 support hours for Critical and High Severity issues
  • Designate up to 5 client designated contacts to access CQ Application Support Portal and interact with ComplianceQuest’s support analysts
  • Installation of CQ out of the box releases in Client’s environment(s)
  • Responding to questions about CQ’s process for data/document migration and integration
  • On-going Support of CQ performed configurations and customizations
  • Continued compatibility of CQ performed configurations through upgrades and updates
  • Up to 48 requests/year for performing configurations to the CQ solution using CQ or Salesforce User Interface functions: Report Writer, Process Builder, Workflow Rules, Page Layouts, Custom Fields, List Values, Validation Rules, Approval Process.   See details for the in-scope and out of scope items in our Product and Support Life Cycle Policy document.
  • External Audit / Inspection Remote Support, when Applicable (FDA/Regulatory Agency, ISO, Customer)
BENEFITSCAPABILITIES
24 x 7 supportQuick response to critical and high severity issues that significantly restrict product usage
InstallationExperienced technical analysts to install CQ’s application and upgrades into Customer’s environments
Continued Configuration SupportMaintain support of CQ performed configurations throughout product subscription
Release CompatibilityEnsure configuration compatibility with all CQ upgrades and updates
On-going Configuration ServicesPerform configuration services using CQ or Salesforce UI functions
FAQs about CQ Data Migration & IntegrationRespond to questions about the process for CQ data migration and CQ developed integrations
Audit SupportAccess to technical and functional analysts during Customer’s External Audits / Inspections
Customer Success Elements
STANDARD

PREMIUM
Software Maintenance
Software Upgrades
Installation Support
Support Availability8 AM to 5 PM24 x 7*
Online Support System
Online support feature request submission
Online Chat
Contacts from client that may call support experts25
Full Text Search Knowledge base
White papers and Product Documentation
Product Announcements
FAQs
Product Downloads
Online Product Tutorials
Continued CQ performed configuration support
Release compatibility
On-going Configuration Services*
Response to questions about data migration and integration
Audit Support
* Limitations Apply.  Please review the Product and Life Cycle Policy document (POL-002) for details

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