ICM Customer Support Plans datasheet

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T H E S O L U T I O N Icertis Customer Support Plans Empowering you to choose the right customer experience. Icertis Customer Success provides a suite of support services that enable customers to pick and choose the right level of support for their requirements, from standard deployments to complex product configurations. Icertis offers the scale and skills enterprise customers need to support their global deployments, providing multilingual support from six worldwide locations. These support tiers enable businesses to: • Ease change management • Drive user adoption • Protect their investment • Enjoy peace of mind with globally available expertise Our support plans start with a Standard offering that will meet the most common requirements. For more complex or demanding needs, we have premium Gold and Platinum support tiers that will meet additional requirements. T H E C H A L L E N G E Setting up post-go-live support for a new application and vendor is a complex and challenging process for any enterprise IT department. The business demands and configurations that come with new software means that you need support that's designed to handle unique user requests and meet stringent SLAs and demands after implementation is complete. Support must be able to scale with user growth global rollouts across the entire enterprise—all while continuing to meet compliance and security requirements. All this needs to happen while maintaining the high expectations for responsiveness and resolution timelines from your user group. Additional challenges can include: • Complex product configurations often mean longer time to resolve if the support teams are not familiar with nuances of your implementation • End-user expectations may not match what's written in the standard support contract • Timely updates are always needed on new features and functionality • Users will expect enhancements to the platform based on their new requirements This creates a higher burden on your support team to prioritize and respond to support requests. Icertis' flexible support plans accelerate success with the Icertis Contract Management (ICM) platform by delivering a tailored level of support to meet each organization's unique needs. Icertis, the leading provider of enterprise contract management in the cloud, solves the hardest contract management problems on the easiest to use platform. Icertis helps companies transform their commercial foundation ensuring compliance, improving governance, mitigating risk and enhancing user productivity, thereby improving the bottom line. The Icertis Contract Management (ICM) platform is used to manage 5+ million contracts by 2+ million subscribers at companies like 3M, Daimler, Microsoft, Roche and Wipro in 40+ languages across 90+ countries. For more information visit

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