Who is this good for?

The majority of our customers do really well with the high quality support and fast response times offered as part of standard support.

Customers with a requirement for faster response and resolution times, and additional contact options.

What is included?

• Administrator Help Desk support via email & chat
• End user Help Desk support via email
• Help Center

Everything from Standard Support plus:

• Faster response and resolution times
• Administrator Help Desk via phone

Service Level Agreement

• First response time: 
• Severity 1: 8  business hours
• Severity 2: 16 business hours
• Severity 3: 24 business hours
• Severity 4: 40 business hours

• Resolution time: 
• Severity 1: 48 business hours
• Severity 2: 72 business hours
• Severity 3: 30 business days
• Severity 4: 60 business days

Business Hours = First response: 9am - 3am (CET) during Business Days., Resolution: 9am - 6pm (CET) during Business Days.

Business Days = Monday to Friday excluding public holidays.

• First response time: 
• Severity 1: 3 business hours
• Severity 2: 8 business hours
• Severity 3: 24 business hours
• Severity 4: 40 business hours

• Resolution time: 
• Severity 1: 24 business hours
• Severity 2: 24 business hours
• Severity 3: 20 business days
• Severity 4: 60 business days

Business Hours = First response: 9am - 3am (CET) during Business Days., Resolution: 9am - 6pm (CET) during Business Days.

Business Days = Monday to Friday excluding public holidays.

Customers who are confident they have the expertise and capacity in-house to manage a small or un-complex implementation independently

Customers with >500 employees and/or more than 1 location. Customers without prior experience of similar implementations and would benefit from our expertise and change management experience.

What is included?

• Beekeeper Academy onboarding courses
• In-app onboarding
• 1 hr introductory call
• 1 hr rollout readiness call

Everything from Standard Onboarding plus:

• Dedicated onboarding specialist
• Project planning
• Roll-out planning
• App structure & content plan support

What is not included?

• Dedicated onboarding specialist
• App settings & user management
• Technical implementation

• App settings & user management
• Technical implementation

Any customer planning to manage user upload via SFTP or an integration,  or user authentication via SSO. Customers with lower levels of in-house technical expertise. Customers intending to set up  complex integrations.

What we can help with

• Technical implementation planning call
• System architecture guidance
• FTP server for file upload
• Installation & configuration of marketplace app
• Users & group mappings

What is not included?

• FTP client hosting
• Client-side implementation
• Custom API integration implementation

Customers who want to achieve the highest possible return on investment, by benefiting from tailored advice provided by an experienced, dedicated customer success manager.

What is included?

• Dedicated Customer Success Manager
• Continuous strategic goal setting support and advice; alignment with business objectives
• Content strategy consulting
• 1 onsite workshop annually
• 2 business reviews annually 
• Beekeeper Academy advanced content
• Exclusive access to new features (BETA tests, 1:1 introduction)

What is not included?

• App settings & user management
• Technical implementation 
• Strategic onboarding 

Workshops / Training

Onboarding Workshops/Training:

• Onboarding Workshop
• Champions & Group Admin Training
• Online Admin Training
• Rollout Support

Success Workshops/Training:

• Optimization Workshop
• Leadership Workshop