ADvendio Customer 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 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