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.

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 offers three distinct support levels: Standard, Advanced, and Premium Client Support. These tiers primarily differ in the speed of service delivery, regardless of the complexity of the issue. Customers have the option to request extended services through a Statement of Work (SOW) with any support tier. However, it's important to note that within the premium and advanced support tiers, extended technical services and enablement requests may already be included or offered at a discounted rate.

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

The Standard support tier offers valuable features, including email support and access to our comprehensive Knowledge Base Center, which houses self-guided support articles, help topics, and training videos. Clients in the Standard support tier can expect to receive responses to their inquiries within 24 hours during established business hours. Please note that resolution times may vary depending on the severity of the issue.

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

Advanced support provides clients with an elevated level of assistance featuring faster response times. Clients enrolled in the Advanced Support Tier can expect to receive a targeted response within 4 hours during established business hours. Please be aware that resolution times may vary depending on the severity of the issue.

Advanced Support is the ideal choice for clients seeking more immediate and in-depth assistance. Core services include:

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

The Premium Support tier is the highest level of support, providing the most comprehensive and personalized assistance with access to priority issue resolution. Clients selecting Premium Support Tier can expect a targeted response time within 1 hour during established business hours. Please be aware that resolution times may vary depending on the severity of the issue.

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.