What is a Customer Success Plan?

Customer Success Plans (CSPs) in Unleashed determine the level of support your account is subscribed to, as well as the number of users that can simultaneously use the Support resources available. Every Unleashed account will be subscribed to one of the following CSPs, with the following user limits:

Premier CSP: 8 support-enabled users
Standard CSP: 4 support-enabled users
Essentials CSP: 2 support-enabled users

Enabled users of your account will be provided access to the following support resources, based on your account's CSP. For a full breakdown of further resources available for each CSP, see Unleashed Customer Success Plans.

Customer Success Plan	Premier CSP	Standard CSP	Essentials CSP
Help Center	All users	All users	All users
Live Chat with a Digital Assistant	Support-enabled users only	Support-enabled users only	Support-enabled users only
Live Chat with a person	Support-enabled users only	Support-enabled users only	Not available
Phone support	Support-enabled users only	Support-enabled users only	Not included
Unleashed University	University-enabled users only	University-enabled users only	Not included
Support ticket submission	Support-enabled users only	Support-enabled users only	Support-enabled users only

Accessing Support

For access to Unleashed's latest updates and self-help support articles, all users may click on the magnifying glass or speech-bubble icon in the bottom right corner of their Unleashed account. However, only users with "Support" enabled will have access to the additional resources available per your account's CSP.

Enable Support

To enable Support for a user and provide them with access to the resources available per your account's CSP:

From the main menu, go to Settings > Security > Users.
Along the user's row, tick the Support check box.

If you do not have access to the Users page in Settings, contact your Account Owner or a Superuser who can make the update for you.

Phone Support

If you're subscribed to either the Standard or Premier CSP and have "Support" enabled for your user, you have the option to call our Support team. Go to the ? icon in the top right corner of your Unleashed account to find your regional Support Team's phone number and your account's unique Pin Code.

Important: Phone support is not available to those subscribed to the free, Essentials CSP.

Live Chat

For immediate support from our Digital Assistant, available 24/7, support-enabled users of any CSP can navigate to the speech-bubble icon in the bottom right corner of their Unleashed account and select "ask a question" from the menu.

Support-enabled users with a Standard or Premier CSP also have the opportunity to discuss their queries further with their regional Support Team, within the same chat function.

Support Service Hours

Human support, provided over phone, live chat or tickets, will be handled by our regional support teams (NZ, AU, and UK) in line with the following CSP level service hours:

Customer Success Plan	Essentials	Standard	Premier
Service Hours (per regional team)	09:00 - 17:00 Monday - Friday	08:00 - 18:00 Monday - Friday	08:00 - 18:00 Monday - Friday

For more details on the expected response times from Unleashed's support teams, see Initial support response times.

Unleashed University

If you're subscribed to either the Standard or Premier CSP you'll have access to Unleashed's University, which is a self-lead training resource that provides guidance on how to use Unleashed and the functions available.

Enable University

To enable University for a user, per your account's CSP:

From the main menu, go to Settings > Security > Users.
Along your user's row, tick the University check box.

Once enabled, Unleashed University can be accessed by going to your name's dropdown in the top right corner of Unleashed and selecting "Unleashed University".