Access Attaché has three (3) Customer Success (Support) Plans:
Essential
Standard
Premier
For all the details about the plans refer to the Customer Success Plan page on our website. A summary of each plan follows:
Benefit | Essential | Standard | Premier |
Service Hours | 0900 to 1700hrs | 0800 to 1800hrs | 0800 to 1800hrs |
Customer Portal Access | Unlimited access | Unlimited access | Unlimited access |
Customer Portal Case Users | 2 | 4 | 8 |
Online support case resolution | Yes | Yes | Yes |
Telephone Support | No | Yes | Yes |
Emergency Support | Yes | Included | Included |
Consulting charges | $250 +GST / hour | $200 +GST / hour | $200 +GST / hour |
Financials telephone support is available for Standard and Premier customers on (Aust) 1300 783 270 or (NZ) 0800 288 224. When calling, select Option 4 (Workspace Solutions) then Option 2 (Financials, Expense, and other ERP). This line goes through to the APAC ERP Support team.
If you would like to change your Customer Success Plan you will need to talk to your Account Manager. To contact them you can:
email [email protected], or
call Support, or
request same by raising a new case online and referencing the title of this article.
Note: Emergency Telephone Support is only available for urgent matters that must be fixed immediately in order for business operations to continue or to meet important deadlines. If your case is not urgent, then your Support Analyst will record your case and escalate it to our Consulting team. One of our Consultants will contact you to review your requirements. Our consultancy charge out rate is the same as the Emergency Support Rate.
Note: Training is also available for Financials and related products. Request same by raising a new case online and referencing the title of this article. Please also provide some details of the specific training you require as well as how many people will be attending. We will contact to discuss your requirement and provide a quote.