Premier Support
Enjoy a seamless productive experience, maximize the value of your investment and minimize operational disruptions with Metazoa’s highest level of assistance and expertise.
Priority Support
- Dedicated access to our dedicated team of experts.
- Rapid response times to critical issues, with a guaranteed initial response within 3 business hours between 9am-6pm EST.
Dedicated Technical Account Manager (TAM)
- Each customer will be assigned a TAM who will serve as their primary point of contact.
- The TAM will provide personalized guidance, proactive monitoring, and strategic advice to optimize product utilization.
Priority Issue Resolution
- Top-tier priority for issue resolution, including bug fixes and technical challenges.
- Escalation path to expedite problem resolution.
Exclusive Access to Beta Features
- Early access to new features and updates before they are released to the general user base.
- Opportunity to provide feedback and influence product development.
- Priority considerations for all feature requests.
Customized Training and Onboarding
- Tailored training sessions to ensure that the customer’s team is proficient in using the software.
- Assistance with onboarding new team members.
Private Slack Channel for Direct Access
- Exclusive private Slack channel hosted within the Metazoa community forum.
Documentation and Knowledge Base Access
- Access to advanced documentation, best practices, and knowledge resources.
Regular Org Health Check-In
- Quarterly check-in from your TAM to ensure everything is running smoothly.
Pricing & Terms
- The Premier Support Package is available as an add-on to your Metazoa license.
- Pricing is 10% of the current cost of your Metazoa annual license.
- Contracts are available on an annual basis but can be prorated and purchased at any time.
- Customization options are available to meet specific customer needs.
Benefits
- Reduced downtime and faster issue resolution.
- Enhanced product knowledge and proficiency among their teams.
- Access to exclusive features and proactive support.
- Peace of mind knowing that their software is backed by a team of experts.
Empower your organization to make the most out of your Metazoa solution while ensuring a high level of reliability and performance.
Standard Support
General Support
- Access to our support team during regular business hours.
- Assistance with general inquiries and basic troubleshooting.
Knowledge Base Access
- Access to a comprehensive knowledge base with documentation, FAQs, and best practices to help customers find answers to common questions.
Community Forum Access
- Access to our online community forum where users can discuss issues, share experiences, and seek peer assistance.
Email Support
- The ability to contact our support team via email for non-urgent issues or questions.
Software Updates
- Access to regular software updates and bug fixes as they become available.
Online Resources
- Access to online resources, including tutorials and video guides, to help customers get the most out of Metazoa.
The Standard Support Package provides fundamental support resources to assist with using Metazoa effectively. For more advanced support and additional benefits, consider upgrading to our Premier Support Package.
Support Features
Standard Support
Premier Support
- Priority Support
- Dedicated Technical Account Manager
- Priority Issue Resolution
- Access to Beta Features
- Customized Training and Onboarding
- Additional Training Sessions as Needed
- Access to the Metazoa Forum
- Private Slack Channel
- Priority Feature Requests
- Documentation & Knowledge Base
- Regular Org Health Check-In
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Pricing and Terms
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Benefits
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Included with Metazoa license
- Basic support resources
- 10% of Metazoa's annual license cost
- Priority support, proactive guidance, early access, and more
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