Premium Support

The Premium Support plan is designed to drive user delight

With the Premium Support plan, you get access to all of the Standard Support benefits plus expanded support hours, quarterly product roadmap previews, and premium onboarding hours. Additionally, you will be assigned a dedicated Account Manager who will meet with your team every month to maximize ROI.

Premium support, available on an annual basis, is offered to customers with 50+ users and can be purchased at 25% of your subscription fee.

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Premium Support Access

Your company will gain access to enhanced availability of Support Channels with reduced SLA times included among the following benefits:

  • Email support (Monday-Saturday)
  • Phone and chat support (Monday-Saturday)
  • Dedicated Account Manager for case escalation.
  • Escalation matrix for weekday and weekend support. An escalation number / email address will be provided to be used if you do not receive timely support.

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Dedicated Account Manager

Get access to our experts who will work with you to meet business goals and maximize adoption.

  • Meet with your Account Manager once a month for up to two hours to discuss hurdles and any new use cases along with a monthly usage report on how your users are utilizing different features within your CRM instance.
  • Your Account Manager will bring in other Subject Matter Experts (SME) as needed to provide guidance for specific areas of the product (ex: Email Campaigns, Inventory Management, etc). The SMEs from our team will make sure you receive the best possible guidance on various features within the CRM.
  • Your Account Manager will work in the background with the customer service team to help expedite and resolve any outstanding queries.
  • You will get a tour of the new features in the monthly meeting. 

Premium Onboarding

Utilize ten hours of onboarding with a specialist to discuss your business requirements and how those translate into Vtiger CRM. The ten hours must be used within the first 45 days from the subscription date.

This personalized onboarding process aims to maximize the effectiveness and efficiency of your CRM implementation, setting a solid foundation for your business success with Vtiger.

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Product Roadmap Preview

As part of our commitment to offer the best All-in-One CRM in the market, we are consistently adding new features and updating existing ones based on both external and internal feedback. As a perk of the premium support plan, you will get exclusive access to Vtiger’s product roadmaps and early launch programs.

Additionally, a product manager and other experts will be available for a quarterly call to deep dive with you into product strategy and emerging technology trends.

What is not included

  • Training: Vtiger Academy offers free courses for different users. We also offer paid training sessions upon request.
  • Implementation: Any customizations or integrations must be set up internally. If you need any implementation help you can purchase our Kickstart plan or work with one of our partners.
  • Onboarding: Outside of the ten free hours, additional onboarding time can be purchased.
  • Support for 3rd party applications (ex: Support for Asterisk, Twilio, QuickBooks...etc.)

Get started with Premium Support Plan

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