Apttus Technical Support Plans

Right-Sized Solutions To Power Your Success

Every APTTUS Customer receives one of three selected levels of Technical Support: Standard, Premier, or Premier Plus. Descriptions for each are set forth in the table below.

Choose the Support Package That’s Right For Your Organization.

 

 StandardPremierPremier +
Support Initial Response Time2 Business Days Or Less2 Business Hours Or Less2 Business Hours Or Less
Support ChannelsOnline Case SubmissionOnline Case Submission
24/5 Phone Support
24/5 Live Chat
24/7 Critical Support
Online Case Submission
24/5 Phone Support
24/5 Live Chat
24/7 Critical Support
Support ScopeOut-of-the-box FunctionalityOut-of-the-box Functionality
Consultation on Apttus-applied Customizations
Out-of-the-box Functionality
Consultation and Break/Fix* Support on Apttus-applied Customizations
Authorized Support Contacts**Full Access for 2 UsersFull Access for 5 UsersFull Access for 7 Users
Online CommunityUnlimitedUnlimitedUnlimited
Success ResourcesShared Technical Support & Customer Success ResourcesShared Premier Technical Support and Customer Success ResourcesNamed Technical Support Specialist
Named Customer Success Manager
Developer SupportAccess to Skilled Technical ResourcesAccess to Skilled Technical Resources
Administration Support10 Hours Managed Support Services Per Month
TrainingQuick-Start VideosUnlimited Access to Premier Training ContentUnlimited Access to Premium Training Content
Apttus University Course Credit
CostIncluded22% of Net License Cost
Minimums Apply
27% of Net License Cost
Minimums Apply

* By utilizing the Managed Support Services hours included in the plan
** Required for submission of support tickets, package installs, and select training

Version Support

Apttus will provide break/fix version updates for Apttus software versions released in the twelve (12) months preceding the last version made generally available by Apttus.

 

Case Severity Definitions

Every support request is assigned a severity level, with critical issues prioritized to ensure minimal downtime for Apttus customers. See the guide below for details.

Severity LevelDefinitionApttus Service Level Targets (SLT's)
Trivial (P4)No loss of functionality, No need for a workaround.Apttus will consider enhancement requests for inclusion in a later release.
Minor (P3)Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users or insignificant business impact. Reasonable workaround available.Apttus will consider enhancement requests for inclusion in a later release.
Major (P2)Significant loss of functionality. System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. If business can continue without considerable impediment, Apttus and the customer will develop a timeframe for resolving the issue.
Critical (P1)Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.Apttus will attempt to provide a solution or acceptable workaround within 48 hours during business days; if this timeframe is not met, the customer will be given an update each business day until a solution or acceptable workaround is found.
Mission Critical (P0)Critical production issue affecting all users, including system unavailability, data integrity issues, or bugs having a significant impact. No workaround available.Apttus will attempt to provide a resolution within 24 hours; if this timeframe is not met, the customer will be given an update every 24 hours until a resolution is found.

Escalation Channels

Available to all customers

  1. Escalation Button available on Community Portal

Available only to Premier or Premier Plus Customers

  1. Escalation Manager
  2. Support Director
  3. VP Global Support

 

Contact Apttus Support

Please refer to the Apttus Community Portal at https://apttusportal.force.com/community. The Authorized Support Contacts of our customers will be provided with logins and the contact information of Apttus Support.