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ADvendio provides a range of support plans to cater to various customers needs. These include a Basic Plan, automatically available to all customers, and three distinct Premium Support Plans.

Below, you'll find a breakdown of the coverage provided by both the Basic and Premium Support plans:

 

 

Premium Success

Success services

Basic

Bronze

Silver

Gold

*Price calculated based on the yearly subscription fee paid to ADvendio (Discounts excluded) → 

*0%

*5%

*7,5%

*15%

Hours of consulting support for services not included per month (non transferable)**

0

2

4

6

Access to documentation

 ✅

 ✅

 ✅

 ✅

Access to the support portal

  ✅

 ✅

 ✅

 ✅

Support via email

  ✅

 ✅

 ✅

 ✅

Max. response time of 8 hour

 

 ✅

 ✅

 ✅

Support via online sessions and screensharing 

 

 

  ✅

  ✅

Max. response time of 4 hours

 

 

  ✅

  ✅

Max. response time of 2 hours

 

 

 

  ✅

Defined workaround/resolution times for critical problems 

 

 

 

 ✅  

Services Included & Not Included with ADvendio

Services included with the Basic Success Plan 

 

Services not included with the Basic Success Plan*

 

  • Responding to questions on documentation (during the implementation phase)

  • Fixing of errors/bugs in the ADvendio solution 

  • Support for incomprehensible functions (during the implementation phase)

  • Questions on the future development of ADvendio (non-disclosure agreement required)

  • Support if documentation is not (yet) available on a feature

  • Responding to questions on new ADvendio functions

  • Data migration (e.g. import accounts, media campaigns, availabilities)

  • Assistance with AppExchange applications, whether authored by ADvendio, Salesforce or a third party

  • Customising (e.g. formulas, fields, objects, relations, validations, etc.)

  • Help with supposedly erroneous functions (erroneous operation, harmonisation of customer-specific processes and logic with the ADvendio package logic)

  • Data management (e.g. price changes)

  • Training sessions and workshops

  • Creation and bug handling of process automations (e.g. workflows, approval processes, process builder, custom apex code)

  • User Management (e.g. add users, add licenses, profiles, roles, etc.) and any kind of ADvendio/Salesforce typical system administration

  • Assistance in designing, conception, developing or testing User-specific customizations

  • Assistance with (Data) integration or support for connected third party systems 

*For To receive support on for services which are included with in the Basic Success Plan, we warmly recommend considering a Rent an Admin or Premium Success Plan from ADvendio is warmly recommended.

Info

If you would like to learn more about our Premium Success Plans, please reach out to the Customer Success Team.

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