Each new client is assigned an IS who will assist in the initial setup of all sites, along with training on the use of key features. Once launched, you’ll part ways with this IS, shifting to the Client Support team for all post launch needs.
You will interact with your assigned IS regularly during your launch period. The costs of this individual’s time are included in the cost of your launch (as outlined in your sales contract).
Your ‘first line of defense’, our Client Support team is separated into 2 groups to better serve your various needs:
Account Services (AS)
- The AS team is made up of team members who are more experienced using our system, and can assist with configuration and training needs. Tickets assigned to this group are more ambiguous in the level of effort, approach and execution. Once assigned to a team member, you’ll be connected with them to further define your request and to talk through the possible solutions available to you.
- You will interact with the AS team for any configuration/training needs you have. This time is billable at $145 per hour, summed by month and included on your next month’s invoice.
Technical Support (TS)
- The TS team is here to triage and resolve any bugs or UBs (Unexpected Behaviors) you may uncover in the system. Less collaborative and more structured than the AS process, you’ll be contacted if there are further questions on the reported issue. If there are no questions, you’ll be notified at key milestones along the way (confirmed, scheduled for Dev, ETA for completion, etc).
- You will interact with the TS team for any reported UBs/bugs. Assuming the reported issue is a true UB/bug, you will not be charged anything for this time. However, if the reported issue turns out to be a training and/or configuration need, you will be billed $145 per hour, summed by month and included on your next month’s invoice.
The BA team is here to assist in custom work and/or new features and functionality you want to add to the system. They will discuss the use cases and specific goals of each request, further refining it into technical requirements for the development team.
You will only interact with this team if you have opted to proceed with billable new work projects. BA time is billable at $195 per hour, and included in the estimated cost for any project.
Every client is assigned a CGS who manages their account at a high level throughout their lifetime at ByDesign. Available for escalations or inquiries as needed, your assigned CGS will meet with you at least once per quarter to review your account, looking for opportunities to maximize tool usage, inform you of recent updates to our system, and help plan for your growth in the coming months.
You will interact with your assigned CGS at least once per quarter, at no cost to you.