A Customer Success Plan (CSP) is the level of support that your organisation has signed up for. The level chosen determines what support is available to you and how many people can raise support cases.
đ Note: Not all Access products currently support CSPs. However, they are being rolled out to all products.
CSP levels
For detailed CSP information and an in-depth look at the plans specifically for your products, follow the steps below:
Go to our Success Services page.
Scroll down, then select the plan you want more information about.
The Essential Plan.
The Standard Plan.
The Premier Plan.
Search for and select the relevant product. Either:
Scroll through the options on the page.
Filter the search: On the left, click Industry/ Sector and select your industry, then click Filter.
Named contacts
A named contact (support-enabled person) is a person within your organisation who is authorised to contact our support team. Depending on your plan, this could be contacting us by phone, or through our Access Digital Assistant, see Support made simple in Unleashed.
Each plan offers a set number of named contacts:
Essential: 2
Standard: 4
Premier: 8
To become a named contact, enable "Support" for your Unleashed user:
In Unleashed, go to Settings > Security > Users.
Along the user 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.
đ¤ Tip: If youâre not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.
Change your plan
To upgrade to a new plan, head to Settings > Billing and modify your subscription to upgrade your CSP immediately. Alternatively, reach out directly to your Account Manager or Customer Success Manager. You would have been given their contact details during your onboarding process.
Important: Changing the plan means changing your contract and billing with Access. If you donât have this authorisation within your organisation, reach out internally to the appropriate person and ask them to contact us.