In the first phase, the customer is assigned to one of our Customer Success Managers, who is backed by our Support Center. The Customer Success Manager will deliver the trainings and will make sure your Journey creators are proficient in our product.
Once everything is stable in the first phase and the training sessions have taken place, the customer will be handed over to our Support Center.
When it comes to bugs or product issues, we deliver fixes either in the next planned release or in specific releases when these issues are critical. The latter situation, however, happens very seldom if all the steps above are taken.
We can offer specific service-level agreements upon request, even though our standard support policy has been defined as satisfactory by our customers. Consider that the worst thing that might happen with our solution is that some overlay fails. That will, however, never affect performance on the target application. We are virtually never considered “mission critical”.