SurePoint Professional Services
Client Support Services
At SurePoint®, we are committed to providing exceptional support to our valued clients. Our Client Support Services are designed to complement the software training your firm receives during onboarding to ensure that you receive the assistance and guidance you need to make the most of our products and services.
We understand that your success is intertwined with the quality of our support, and we are here to assist you.
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Key Benefits
Choice and Flexibility
Choose the right plan that best matches your needs and customize your plan even further by adding optional, specialized services that match precisely what you rely on our expert teams for.
Faster Response Times
With priority support, you can expect faster response times, minimizing disruptions to your operations and allowing you to maintain peak efficiency.
Discounted Services
Discounted pricing is available for some extended Technical and Enablement services.
Continuous Improvement
Your feedback matters to us. We will be actively seeking your input and insights to refine and optimize our Client Support policy continuously.
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While the Standard support tier is automatically included for all clients, serving as a valuable foundation for your support needs, we encourage you to contact your Account Manager, who can provide expert guidance in selecting the support tier that best aligns with your specific requirements and budget.
- Responsive to Your Business Needs
- Standard Support
- Advanced Support
- Premium Support
Responsive to Your Business Needs
SurePoint’s Support Team is available from 8:00 AM to 9:00 PM U.S. Eastern Time, Monday through Friday except Holidays. Case submissions may be submitted online and via phone voicemail.The three levels of support include:
- Standard Support
- Advanced Support
- Premium Support
Standard Support
Standard support is well-suited for clients with general inquiries or non-urgent issues. Core services include:
- Troubleshooting and resolution for common problems.
- Basic assistance with setup and configuration.
- Guidance on using standard features and functionalities.
- Access to general product documentation and knowledge base.
Advanced Support
- Timely advanced analysis and problem-solving for complex user issues.
- Assistance with custom configurations, integrations, and advanced functionalities.
- 10% Discount on specialized services such as workflow setup, bank reconciliation, custom reporting, invoice design, and expert sessions.
Premium Support
Premium Support is designed for large firms with enterprise level support needs. Core services include:
- Priority handling of support tickets.
- In-depth user analysis, including assistance with intricate technical challenges.
- 25% Discount on specialized services such as workflow setup, bank reconciliation, custom reporting, invoice design, and expert sessions.