Overview
This article helps you understand the different Customer Success Plans available for Access Volcanic. It helps you choose the right level of support for your business. Customer Success Plans are structured support packages that include technical help, training resources, and strategic guidance. They help you get the most from your Access Volcanic investment. Plans range from self-service online support to proactive relationships with dedicated Customer Success Managers.
📌 Note: If you're on a Classic contract, your support terms and service level agreements are defined in your individual contract rather than through standardised Customer Success Plans. Classic customers typically receive support similar to Essential Plan entitlements.
Key benefits
Access comprehensive support through multiple channels including online portal, and live chat.
Get faster response times and priority support for critical issues affecting your business.
Benefit from proactive guidance and best practice advice through webinars and e-learning content.
Work with dedicated Customer Success Managers who understand your specific business objectives.
Access cost-effective training and consultancy services through Access FlexPoints allocation.
Receive regular check-ins and tailored success action plans to drive specific outcomes.
Access a wide portfolio of services including custom development, training, and strategic guidance.
Before you start
Before selecting a Customer Success Plan, make sure you have:
A clear understanding of your current support needs and business objectives.
Knowledge of how many team members need access to submit support cases.
An idea of whether you prefer self-guided support or a more hands-on relationship.
Information about your budget for additional services like training or consultancy.
📌 Note: Customer Success Plans vary by product category. Access Volcanic is a Category 3 product, so this information applies directly to your Access Volcanic website and platform.
Understanding plan levels
Access offers three main Customer Success Plan levels, each designed for different business needs and support preferences.
Plan comparison
Plan level | Best for | Key features | Support contacts |
Essential | Self-service teams | Online portal, knowledge base, digital assistant, AI assistance | 2 |
Standard | Teams needing faster support | AI assistance, e-learning | 4 |
Premier | Strategic partnerships | Dedicated managers, tailored planning, FlexPoints | 8 |
Essential Plan
The Essential Plan provides online self-service support and is included as part of your subscription.
📌 Note: If you're on a Classic contract, your support entitlements are typically similar to Essential Plan features, but specific terms are defined in your individual contract. Contact your Account Manager for details about your Classic contract support.
What's included:
Customer Success Portal access with comprehensive knowledge base articles. •
Access Digital Assistant available 24/7 to provide AI-powered support assistance for faster answers.
Unlimited problem resolution support cases submitted online.
Two authorised support contacts who can submit cases.
Recorded webinar content and feature release updates.
Standard support hours (9am-5pm Monday to Friday, UK time).
🤓 Tip: The Essential Plan is a good fit if your team prefers to find answers independently.
Standard Plan
The Standard Plan builds on Essential features. It provides faster response times and additional support channels.
What's included:
Everything from the Essential Plan.
Support for critical issues.
Advisory support for procedural questions about using features.
Introductory level e-learning content access.
Extended support hours (8am-6pm Monday to Friday, UK time).
Four authorised support contacts.
Annual check-ins with the Customer Success team.
Option to purchase Access FlexPoints for cost-effective training and consultancy services.
📌 Note: Advisory support is subject to fair usage policy and may result in recommendations for formal training or consultancy services.
Premier Plan
The Premier Plan offers personal and proactive support with dedicated team members.
What's included:
Everything from the Standard Plan.
Dedicated Customer Success Manager aligned to your business objectives.
Tailored Success Action Plan with agreed business outcomes.
Regular Customer Success reviews (frequency depends on plan spend).
Access FlexPoints included as part of the service for additional services.
Lead Technical Support Engineer for complex and critical cases.
Eight authorised support contacts.
Priority case management and proactive advice.
⚠️ Important: Premier Plans require a minimum spend to be eligible for inclusive FlexPoints. Contact your Account Manager for specific requirements.
Support features comparison
Response times
The following are initial response time commitments for support cases:
Essential Plan:
P1 (Critical): Up to 2 hours.
P2-4: Up to 2 business days.
Standard and Premier Plans:
P1 (Critical): Up to 1 hour.
P2: Up to 2 hours.
P3: Up to 4 hours.
P4: Up to 1 business day.
Support channels
All plans include online case submission through the Digital Assistant. Live chat is available with some plans (availability varies by product and region).
Authorised contacts
Contact allocation by plan
Plan level | Number of contacts | Can submit cases | Digital Assistant access |
Essential | 2 | Yes | All users |
Standard | 4 | Yes | All users |
Premier | 8 | Yes | All users |
📌 Note: All users in your organisation can use the Digital Assistant and access Help Centre guide, even if they don't have support access.
Access FlexPoints
FlexPoints provide a cost-effective and flexible way to access value-added services beyond standard support.
What are FlexPoints
FlexPoints work like a service currency. They are pre-purchased credits that allow you to book services when you need them. This approach offers better value than paying for each service individually. They can be used across multiple Access products including your Access Volcanic platform.
How to get FlexPoints
Standard Plan customers: Purchase FlexPoints separately for additional savings on training and consultancy.
Premier Plan customers: Receive FlexPoints included with your plan (minimum spend requirements apply).
Website packages: Some upgrade packages include FlexPoints allocation.
Available services
FlexPoints can be used for a wide range of services including:
Training programmes and consultation sessions.
Custom development work and technical enhancements.
Data migration and content services.
Bespoke integrations and functionality development.
Platform health checks and optimisation reviews.
🤓 Tip: Your Customer Success Manager can help recommend the best services to achieve your specific business outcomes.
Choosing the right plan
Choose Essential if you:
Prefer self-guided support using online resources.
Have straightforward technical support needs.
Want to keep support costs to a minimum.
Choose Standard if you:
Need faster response times for business-critical issues.
Require guidance on procedural questions beyond basic troubleshooting.
Benefit from structured learning through e-learning content.
Choose Premier if you:
Want a proactive relationship with a dedicated Customer Success Manager.
Need strategic guidance aligned to specific business outcomes.
Require priority handling of complex technical issues.
Want to achieve specific business outcomes through strategic guidance and tailored planning.
📌 Note: You can upgrade or change your Customer Success Plan. Contact your Account Manager to discuss options and pricing. If you're on a Classic contract, you can explore upgrading to a standardised Customer Success Plan during your contract renewal.
Getting started
If you're new to Customer Success Plans
Contact your Account Manager to discuss your support needs and business objectives.
Review the plan features to identify which level suits your requirements.
Consider how many team members need support access.
Discuss FlexPoints options if you're interested in additional services.
If you want to upgrade your current plan
Assess your current support usage and any gaps in service.
Contact your Account Manager to explore upgrade options.
Review the additional features and benefits of higher-tier plans.
Understand any changes to response times and support channels.
If you're on a Classic contract
Review your existing contract to understand your current support entitlements.
Contact your Account Manager to discuss Customer Success Plan options.
Compare your current support terms with standardised plan benefits.
Consider upgrading during your next contract renewal for enhanced support features.
🤓 Tip: Start with a Standard Plan if you're unsure – you can always adjust based on your actual usage and needs.
Best practices
Register all relevant team members for Customer Success Portal access to maximise knowledge sharing.
Use the Access Digital Assistant as your first point of contact for quick answers and guidance about your Access Volcanic platform.
Take advantage of webinar content and e-learning resources to build your team's skills.
Work closely with your Customer Success Manager (Premier plans) to set clear objectives and success metrics.
Purchase FlexPoints for cost-effective access to training and consultancy services.
Provide feedback during Customer Success reviews to help improve your service experience.
Plan ahead for projects requiring Professional Services support as availability depends on team capacity.
FAQs
Q1: Can I change my Customer Success Plan after signing up?
Answer: Yes, you can upgrade or change your Customer Success Plan. Contact your Account Manager to discuss options, pricing, and any changes to your service level agreement.
Q2: What's the difference between problem resolution and advisory support?
Answer: Problem resolution support covers technical issues where something doesn't work as expected. Advisory support helps with procedural questions about using features and is available for Standard and Premier customers only.
Q3: How do I add more authorised support contacts?
Answer: Contact your Account Manager if you need more authorised contacts than your plan allows. You may need to upgrade to a higher-tier plan or discuss additional access arrangements.
Q4: Are FlexPoints included with all plans?
Answer: FlexPoints are only included with Premier Plans that meet minimum spend requirements. Standard Plan customers can purchase FlexPoints separately, while Essential Plan customers need to upgrade to access FlexPoints services.
Q5: What happens if I exceed my authorised contact limit?
Answer: Only your designated authorised contacts can submit support cases. Additional team members can still access the Customer Success Portal to browse knowledge base articles and webinar content.
Q6: How long does it take to upgrade my plan?
Answer: Plan upgrades typically take effect immediately or within one business day. Your Account Manager will confirm timing and any setup requirements during the upgrade process.
Q7: Can I use FlexPoints across multiple Access products?
Answer: Yes, FlexPoints can be used across multiple Access products if you have Premier Plans for each. Your Customer Success Manager can help coordinate services across your product portfolio, including your Access Volcanic platform.
Q8: What's included in a Customer Success review?
Answer: Customer Success reviews include progress assessment against your agreed outcomes, identification of new opportunities, guidance on product updates, and recommendations for additional services to help achieve your objectives.
Q9: Do support hours vary by product or region?
Answer: Support hours may vary for some products and regions. Check the specific support information for your product or contact your support team for regional variations and public holiday schedules.
Q10: What's the difference between Customer Success Managers and Account Managers?
Answer: Customer Success Managers focus on helping you achieve specific business outcomes through your Access Volcanic platform. Account Managers handle commercial relationships, contract discussions, and coordinate service requests across teams.
Q11: I'm on a Classic contract. How does this affect my support?
Answer: Classic customers have support terms and service level agreements defined in their individual contracts rather than through standardised Customer Success Plans. Your support entitlements are typically similar to Essential Plan features, but specific details are outlined in your contract.
Q12: Can Classic customers upgrade to a Customer Success Plan?
Answer: Yes, Classic customers can upgrade to standardised Customer Success Plans. Contact your Account Manager to discuss upgrade options, benefits, and any changes to your service level agreement during contract renewal.
Q13: How do I know if I'm on a Classic contract?
Answer: If you're unsure about your contract type, contact your Account Manager. They can confirm whether you're on a Classic contract or a Customer Success Plan and explain the specific support entitlements included in your agreement.