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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

SurePoint offers two distinct support levels: Standard and Premium Client Support. These tiers primarily differ in the speed and depth 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, ensuring you can add specialized technical and enablement services as needed. Within the Premium support tier, many extended technical services and enablement requests may already be included or offered at a discounted rate, providing an attractive option for firms that rely heavily on our expert teams.

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.

The two levels of support include:

  • Standard 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; 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.

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 the Premium Support Tier can expect a targeted response time within 1 hour during established business hours; resolution times may vary depending on the severity of the issue. Premium Support is designed for firms with enterprise-level support needs or those that require more immediate and in-depth assistance on a regular basis. 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.

By combining Premium Support with optional Statements of Work, firms can build a highly tailored support relationship that aligns with their strategic goals and internal resources.

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