InterWeave SmartSupport
The SmartIntegration Platform for CRM
Introducing InterWeave SmartSupport Programs
Whether you’re new to InterWeave SmartSolutions or a long-time customer, you’ll want to drive the most value from your InterWeave Solutions. The right combination of success resources, support and training will deliver a high ROI, strong user adoption and consistent alignment with your business objectives. To optimize your success with InterWeave now and in the future, take advantage of our Smart+ Service offerings: Smart+ Support and Smart+ Support + Success Plan.
InterWeave SmartSupport
SmartSupport Plan connects you with resources to achieve and expand your success with InterWeave. Our Help site and Smart+ Resources provide best practices, templates, videos and more. We benchmark your user adoption and make proactive recommendations for improvement. Our release planning programs help you adopt new features and get the most out of your InterWeave Solution. When you need help, Smart+ Support Plan gives you fast access to our most skilled technical resources. Get 24/7 support with rapid response times to help resolve your issues quickly. Whether you have how-to questions, technical issues, or need developer support when customizing your Solution, we provide fast, expert answers.
SmartSupport Plan makes it easy to train everyone on InterWeave. We offer self-paced online courses, so your entire team—administrators, developers, end users—can quickly acquire the expertise they need, when they need it. Our course catalogs includes complete online versions of our most popular classroom courses, such as InterWeave Administration Essentials.
SmartSupport Plan includes
- Success services: best practices and release planning programs to accelerate usage and adoption. Plus an assigned resource (200+ CRM users) who delivers personalized reviews and recommendations to drive business value.
- Continuous support coverage: 24/7 toll-free phone and online case creation with priority access to our support team and fast 1-hour initial response for critical issues.
- Solution support: error-related troubleshooting and Solution configuration reviews to help you.
- Comprehensive training: unlimited access to our online training courses for all roles.
- Customizable training templates: downloadable course content, including storyboards and scripts, for you to customize and deliver in your preferred format.
SmartSupport Plan
All InterWeave Solutions include a standard level of customer support and access to online resources. The Standard Support Plan offers support during business hours, with an initial response time of 2 business-days. You also get anytime access to our Standard online resources, including Help & Training, where you can find Getting Started training courses, submit support cases, and browse documentation and the knowledge base.
Whether you’re new to InterWeave SmartSolutions or a long-time customer, you’ll want to drive the most value from your InterWeave Solution. The right combination of success resources, support and training will deliver a high ROI, strong user adoption and consistent alignment with your business objectives. To optimize your success with InterWeave now and in the future, take advantage of our Smart + Service offerings: Smart + Support Plan and Smart + Support + Success Plan.
| Features | Success Plans | ||
|---|---|---|---|
| Standard | SmartSupport | SmartSupport + Success Plan | |
| Support initial response time by case Severity Level 1 | 2 business days | Severity 1: 1 hour Severity 2: 8 hours Severity 3: 24 hours Severity 4: 24 hours | Severity 1: 1 hour Severity 2: 2 hours Severity 3: 4 hours Severity 4: 8 hours |
| Online access to Standard success resources: Help, knowledge base, "Getting Started" training | ✓ | ✓ | ✓ |
| Access to SMART+ success resources: SMART+ Toolkit, user adoption and release programs | ✓ | ✓ | |
| 24/7 chat/phone support | ✓ | ✓ | |
| SmartSolutions Support | ✓ | ✓ | |
| Smart Online Training Catalog | ✓ | ✓ | |
| Customizable training templates | ✓ | ✓ | |
| Assigned success resource | ✓ | ||
| Solution administration services to maintain your InterWeave Solution | ✓ | ||
| Pricing | (Included) | (10 hours @ $250/hr/ month) (billed annually) | (30 hours @ $250/hr/ month) (billed annually) |
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