Premium support – reduce the risk of downtime with guaranteed response times
When you rely heavily on SuperOffice CRM, you want the reassurance that when a problem arises, help is on the way as soon as possible. Especially after regular office hours and during the weekends, right? That’s why we offer Premium Support.
It’s 19:45 on a Saturday night, and you are still working on a new proposal.
To win this deal, the proposal must be emailed to your customer before Monday morning at 8 o’clock.
But then ... the unimaginable happens. You press Save, but your proposal won’t save. You press Save again, but still nothing happens.
A feeling of panic takes over. You put so much time and effort into making this proposal and now it won’t save.
Time to hit the alarm button!
You register a request on the customer support portal. Within no time, you get an email back that says customer support will help you solve the problem, and no information will be lost!
To make sure you don’t have to feel that stress and panic, we offer Premium support.
What is premium support?
Premium support is an extension of the customer support that is currently included in your subscription to SuperOffice CRM Online. Your current subscription includes web support from our online support center. After registering your request, you’ll get the support you need through the exchange of emails.
When you subscribe to Premium support you can expect:
1. Guaranteed response times
The request you send as a premium support customer will automatically end up in our priority queue.
We will guarantee you get a response within a specific amount of time depending on the severity of your request. The response times in our Service Level Agreement (SLA) are:
- 1 hour for critical high priority requests
- 2 hours for medium priority requests
- 8 hours for normal requests
Here are the two quickest ways to reach out to support:
- Go to the Help menu inside your SuperOffice CRM solution and click Contact support to register your request there, or
- Go to the Help Center & Community to register your request
2. Extended opening hours
Our support agents will be there for you during office hours, in the evening and even during the weekends. In total, this will add up to 50 hours of additional support time.
As a premium support customer, you will get help from our most experienced support agents, who will communicate with you in English.
Our opening hours for premium support customers are:
Norway, Sweden, Denmark, Netherlands, Belgium, Luxembourg, Germany and Switzerland
- 07.00 - 21.00 CET on weekdays
- 10.00 - 20.00 CET on weekend
United Kingdom and Ireland
- Weekdays: 06.00 – 20.00 (UTC or BST)
- Weekend: 9.00 – 19.00 (UTC or BST)
3. Phone support
You get phone support for all issues. To reach support you should call your local office phone number and choose # ''1". You'll also get a personal follow up on critical.
4. Quarterly reports on response times
Each quarter you will receive a full report on how we performed according to the response times we guarantee in our SLA.
Key numbers you’ll get on the report:
- # of requests
- Average response time
- Average time to close
- CSAT
- Attached list of all requests with more details
This report will automatically get Customer’s main contact details connected. The main contact can view the report information in Request management console in Help Center. A personal meeting will be set up to go through the report, including AI pilot feedback
5. In-app AI chat
Ask questions directly in our resource center and receive instant answers from our AI assistant that draws from our complete knowledge base. Get concise solutions with direct links to source documentation, saving you valuable time to focus on what matters most to your business.
Why stress over the question “what if something happens?”
When you subscribe to premium support, your company gets the customer support you need both during and outside of the regular office hours.
You can rest assured that our support agents will contact you within a guaranteed amount of time when you have a problem.
If you want to upgrade your support subscription to Premium Support or you are interested in learning more, reach out to your account manager and we will contact you shortly.