Below are details on the Support Packages offered for ACTIVE Works Endurance
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Support Level/Package
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Package Details
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ELITE + TAM
(Technical Account Manager)
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- A dedicated single point of contact for technology-related questions and coordination of issue resolution
- 24/7 live phone support to reach us whenever you need assistance
- 24/7 email case submission
- 24/7 access to online Help Center
- Tailored solutions through personalized support and in-depth knowledge of your business
- Proactive defect and infrastructure management that anticipates your unique business needs
- Proactive communication from Support staff to ensure that your specifications are addressed
- Rush event support to keep large-scale events running smoothly
- Prioritized case handling so your business-critical issues will be addressed quickly and efficiently
- Assistance with helping you overcome the most complex setups and management of major transformational initiatives
- Driving product improvements for your business by taking your feedback into account
- Preventing issues before they arise with proactive planning, regularly scheduled reviews and on-site visits
- Visibility into current and future product updates to plan for and meet your long term goals
- Focused support through a comprehensive knowledge of your business and setup
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ELITE
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- Access to a team of product experts
- Live phone support during business hours
- 24/7 emergency phone support to assist you with critical business issues
- 24/7 email case submission
- 16-hour email response times to provide efficient resolutions to your inquiries
- 24/7 access to online Help Center
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PREMIUM
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- Access to a team of product experts
- Live phone support during business hours
- 24/7 emergency phone support to assist you with critical business issues
- 24/7 email case submission
- 24-hour email response times to provide efficient resolutions to your inquiries
- 24/7 access to online Help Center
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PRO | - 24/7 access to online Help Center
- User Guides and Videos to help you get your event up and running
- Access to our Release Notes so you are up to speed with the latest information |
The corresponding support package is included in the product plan you have. If you are interested in a higher level of support, you can upgrade your ACTIVE Works Endurance account to the desired product plan.
