Migrating to a Customer Success Plan

What exactly has Access announced about changes to existing Support terms and conditions?

In order to improve the way we deliver support across our increasing portfolio of innovative software products and 30,000+ customers, we are now transitioning every customer to a Customer Success Plan and we are discontinuing some of the technical support services that were packaged as part of older license agreements.

As part of this, the following components of your existing support arrangement may change:

Channel to raise a support incident (e.g. email or telephone channels)
Service Level (e.g. hours of service or response times)
Number of contacts who can raise a support incident

Please be advised we are not removing technical support; we are simply changing how it is delivered and providing customers with options for their preferred level of support.

Why has Access taken the move to deliver support through a Customer Success Plan?

Access introduced Customer Success Plans in 2017. We now have over 9,000 customers benefitting from the services offered by Customer Success Plans which are designed to help customers get the best from their Access Solution.

Historically ‘bundled’ Technical Support services focused on ‘break/fix’ type services. Whereas, we have designed Customer Success Plans and the associated services such as the Success Support Portal and access to our Customer Success Managers to help customers get the most from their Access solutions.

Additionally, we are seeing many of our customers taking multiple products from Access and so it makes sense to make sure that we deliver the same services to customers, regardless of which product they own. We can only do this by standardising on a single set of Customer Success Plans.