Supporting your success

Our Customer Success Plans are key to ensuring you get not only technical support but also the tools and guidance you need to really get the most out of your Access solutions – at the level that’s right for you.

Customer Success Portal Contact us

We don't have one plan for success. We have three.

We offer three Customer Success Plans – Essential, Standard and Premier – so you can choose the level of engagement that’s right for your business and for each of the Access products you are using.

All plans include problem-solving support from certified product experts, access to our Customer Success Portal with help and knowledge articles, recorded webinars and and our online user community
Our basic Essential Plan is included as part of your licence fee and provides easy-to-access online support for your queries
The Standard and Premier plans include telephone support and additional advisory services, and depending on the Access product you are using, a wealth of additional resources such as E-learning courses and success webinars.

Explore our Customer Success Plans

Essential Plan

Support Services

9:00 am – 5:00 pm service hours
Online problem resolution support
2 people can raise support cases
P1 – up to 2 hrs response time
P2-4 – up to 2 business days

Advisory Services

Unlimited access to Customer Success Portal knowledge base and user community

Knowledge

Recorded webinars

Standard Plan

Support Services

8:00 am – 6:00 pm service hours
Online problem resolution support
Telephone support
Live chat^¹
4 people can raise support cases
P1 – up to 1 hr response time
P2 – up to 2 hrs
P3 – up to 4 hrs
P4 – up to 1 business day

Advisory Services

Unlimited access to Customer Success Portal knowledge base and user community
Online task-based advice and guidance

Knowledge

Product e-learning – 4 users^²
Success Webinar Program

Customer Success Services

Access to a team of Customer Success Managers
Product roadmap briefings

¹ Where applicable
² For available products
³ Depends on plan spend

Premier Plan

Support Services

8:00 am – 6:00 pm service hours
Online problem resolution support
Telephone support
Live chat^¹
Designated support team
8 people can raise support cases
P1 – 1 hr response time
P2 – up to 2 hrs
P3 – up to 4 hrs
P4 – up to 1 business day

Advisory Services

Unlimited access to Customer Success Portal knowledge base and user community
Online task-based advice and guidance
Telephone task-based advice and guidance

Knowledge

Product e-learning – unlimited users^²
Success Webinar Program

Customer Success Services

Designated Customer Success Manager
Success Days for proactive services^³
Product roadmap briefings
Tailored Success Action Plan
Customer Success reviews^³

^{¹ Where applicable
² For available products
³ Depends on plan spend}

Take a quick look at Customer Success Plans

https://pages.theaccessgroup.com/APAC-DataSheet_CustomerSuccessPlans.html

Read more details and compare all three plans

https://pages.theaccessgroup.com/APAC-Customers-Success-Plan-Brochure.html

Download our Service Delivery Guide

https://pages.theaccessgroup.com/APAC-Customer-Success-Service-Delivery.html

Your one-stop website to find problem-solving articles, create and track requests for support, register for events and learn about product updates.

Find out more