Agiloft named a Leader in the 2024 Gartner® Magic Quadrant™
Support Plans
Building the right team
Agiloft’s various support options and resources work together to enable your business to:
- Manage change
- Provide fast time to value
- Rapidly deliver outcomes
Support plan details
Our support plans start with a Standard offering that meets the most common requirements.
For more complex or demanding needs, we provide Gold and Platinum support tiers.
Standard |
Gold |
Platinum |
|
|---|---|---|---|
|
Case Submission
|
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Help Center
|
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|
Community
|
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|
Escalation button to appear after SLA expiration
|
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|
System Down Initial Response in 30 Minutes
|
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|
Priority Ticket Handling
|
No |
||
|
Coverage Hours
|
Standard business hours |
24×5 |
24×7 |
|
Customer Named Contacts (Admins)
|
2 |
6 |
10 |
|
Support Team
|
Pooled |
Pooled |
Pooled + Named |
|
Weekend support
|
System down |
System down |
|
|
System Down
|
30 minutes |
30 minutes |
30 minutes |
|
Critical
|
4 hours |
1 hour |
30 minutes |
|
High
|
8 hours |
4 hours |
2 hours |
|
Medium
|
12 hours |
8 hours |
6 hours |
|
Low
|
24 hours |
24 hours |
12 hours |
|
Scope
|
As built functionality |
As built functionality |
As built functionality + Integration support |
|
EBR/Operations Review
|
No |
Bi-Annual |
Quarterly |
|
Technical Account Manager
|
No |
Add-on |
Add-on |
Admin on Demand details
Fractional administrators to accelerate your journey to value.
Tier 1 |
Tier 2 |
Tier 3 |
|
|---|---|---|---|
|
User Management
|
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Troubleshooting User Issues
|
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|
Contract Template Management
|
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Testing Post Patch / Upgrade Deployment
|
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|
Clause Library Management
|
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|
Reporting
|
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|
Small Enhancements to Agiloft Solution
|
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|
Support Existing Integrations
|
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|
Provide Best Practice Advice
|
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|
Prep for Enhancement Projects
|
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|
Hours Per Week
|
16 |
28 |
40 |