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Adding a platinum level support tier. What do you include in yours?
We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations.
We currently have a standard and premium offer with the primary difference being 24x7x365 availability for premium customers.
I'm revamping the existing two levels and adding a third tier that I anticipate being used by the institutions whose businesses use our product in mission critical functions. I want to add services to the third tier that could include a named support engineer, upgrade support etc etc.
I'd love to hear what's included in your support levels and the distribution of levels by your base. Ours hovers around 60% standard, 40% premium. I'm not sure what to expect for the new tier.
Thank you for your help and I'm happy to share what I end up with if anyone is interested.