Customer Support and Enhancement Programs

We look forward to helping you get the most from your WennSoft solution for years to come. Whether you have a simple question or a complex issue, our highly skilled team of support experts can assist you. We offer several programs with varying prices and levels of support, which allows you to pick the right level of support for your organization.

Ultimate Services Program
The Ultimate Services program is our most proactive and personalized service program, designed to meet the unique needs of your business. The dedicated Ultimate Support team will work with you to understand your business and help you take your WennSoft implementation to the next level. This program includes all the features provided with Premier Support program plus additional features.

Standard Features include:
• All major releases and minor updates for your WennSoft solution
• Access to TechKnowledge, our online support database where you can find helpful tips and tricks and research commonly asked questions
• Access to the WennSoft Customer Portal, where you’ll find product information and FAQs, event information, industry news, product downloads and much more
• Opportunities to provide feedback about existing WennSoft products and influence future product enhancements
• Quarterly newsletters filled with information about product updates, WennSoft promotions, technical tips, event information and more
• Major WennSoft Product Release webinars
• Access to “My WennSoft”, which allows you to review support incidents along with certain contract information
• Unlimited ability to download training documents from WennSoft
• Unlimited access to pre-recorded training sessions
• Proactive notification of service pack releases on your related version

Additional Features include:
• Unlimited support incidents
• One-hour guaranteed response time
• Dedicated support account representative
• Annual four-hour remote system setup review or credit to be used for a longer review or on-site session
• Five instructor-led Live Online Training courses or option to apply the value to onsite and/or classroom training
• A one-hour meeting to discuss the WennSoft release schedule and your upgrade plan (via telephone)
• Two complimentary passes to WennSoft Synergy, our annual customer conference

• Invitations to participate in WennSoft customer advisory groups
• Proactive review of major WennSoft version and service pack releases
• An invitation to a semi-annual WennSoft executive strategy webinar
• $10 USD discount on the published hourly rates for WennSoft Post-Go Live Consulting Services (excluding travel and expenses; excluding consulting related to a new implementation)
• $10 USD discount on the published hourly rates for training services by the WennSoft Training Team (excluding travel and expenses)
• $10 USD discount on the published hourly rate for all report writing services provided by the WennSoft Support Team.

The dedicated support professional wants to become familiar with your business process and environment. The support specialist will schedule proactive calls with the primary contact within your company in order to cover items such as: open incidents with updates, service pack release schedule, major version release schedule, and other important topics. If other support technicians are involved with certain incidents, your primary technician will pull them all together in order to track progress. Another advantage of this program is the opportunity to work with your dedicated support resource regarding the WennSoft release schedule and your upgrade plan. You will find out the best path of upgrading and proactive information about what to look out for.

The semi-annual WennSoft executive strategy webinar will provide you with information about these topics:
• Review WennSoft Corporate Strategy
• Release Roadmap Update on Project Symphony
• Discuss Trends in your Industry
• Improved Product Features/Enhancements
• WennSoft Products for your Industry

The System Setup Review is a 4-hour remote engagement focused on specific areas including:

• Phase One: Current Issue Discussion and Prioritization of Review – 1 Hour

• Phase Two: Update of System Settings – 2 Hours

• Documentation Changes – 1 Hour

Premier Support Program
If you have a large staff with in-depth training, complex business process, and on-going support needs, this program is right for you. The Premier Support program assures access to expert support professionals when you need them, as often as you need them. It also increases the response time requirement, to ensure your satisfaction.

Standard Features include:
• All major releases and minor updates for your WennSoft solution
• Access to TechKnowledge, our online support database where you can find helpful tips and tricks and research commonly asked questions
• Access to the WennSoft Customer Portal, where you’ll find product information and FAQs, event information, industry news, product downloads and much more
• Opportunities to provide feedback about existing WennSoft products and influence future product enhancements
• Quarterly newsletters filled with information about product updates, WennSoft promotions, technical tips, event information and more
• Major WennSoft Product Release webinars
• Access to “My WennSoft”, which allows you to review support incidents along with certain contract information
• Unlimited ability to download training documents from WennSoft
• Unlimited access to pre-recorded training sessions
• Proactive notification of service pack releases on your related version

Additional Features include:
• Unlimited support incidents
• One-hour guaranteed response time
• Five instructor-led Live Online Training courses or option to apply the value to onsite and/or classroom training
• One complimentary pass to WennSoft Synergy, our annual customer conference

Deluxe Support Program
If you have a staff with in-depth training and ongoing support needs, then this program is right for you. The Deluxe Support program assures access to expert support professionals when you need them, as often as you need them.

Standard Features include:
• All major releases and minor updates for your WennSoft solution
• Access to TechKnowledge, our online support database where you can find helpful tips and tricks and research commonly asked questions
• Access to the WennSoft Customer Portal, where you’ll find product information and FAQs, event information, industry news, product downloads and much more
• Opportunities to provide feedback about existing WennSoft products and influence future product enhancements
• Quarterly newsletters filled with information about product updates, WennSoft promotions, technical tips, event information and more
• Major WennSoft Product Release webinars
• Access to “My WennSoft”, which allows you to review support incidents along with certain contract information
• Unlimited ability to download training documents from WennSoft
• Unlimited access to pre-recorded training sessions
• Proactive notification of service pack releases on your related version

Additional Features include:
• Unlimited technical support incidents
• Three-hour guaranteed response time
• Three instructor-led Live Online Training courses or option to apply the value to onsite and/or classroom training

Foundation Support Program
The Foundation Support program is the minimum requirement for your first year with WennSoft. Designed to supplement the service and training provided by your local partner, this program is a great option for more mature installations.

Standard Features include:
• All major releases and minor updates for your WennSoft solution
• Access to TechKnowledge, our online support database where you can find helpful tips and tricks and research commonly asked questions
• Access to the WennSoft Customer Portal, where you’ll find product information and FAQs, event information, industry news, product downloads and much more
• Opportunities to provide feedback about existing WennSoft products and influence future product enhancements
• Quarterly newsletters filled with information about product updates, WennSoft promotions, technical tips, event information and more
• Major WennSoft Product Release webinars
• Access to “My WennSoft”, which allows you to review support incidents along with certain contract information
• Unlimited ability to download training documents from WennSoft
• Unlimited access to pre-recorded training sessions
• Proactive notification of service pack releases on your related version

Additional Features include:
• Six technical support incidents
• Eight-hour guaranteed response time
• Reduced per-incident fee
• Ability to purchase support packs at a discounted rate

Enhancement Program
The Enhancement Program provides you with product updates and access to the WennSoft Customer Portal, but does not include any support incidents or live online training as part of the base program.

Features include:
• All major releases and minor updates for your WennSoft solution
• Access to TechKnowledge, our online support database where you can find helpful tips and tricks and research commonly asked questions
• Access to the WennSoft Customer Portal, where you’ll find product information and FAQs, event information, industry news, product downloads and much more
• Opportunities to provide feedback about existing WennSoft products and influence future product enhancements
• Quarterly newsletters filled with information about product updates, WennSoft promotions, technical tips, event information and more
• Major WennSoft Product Release webinars
• Access to “My WennSoft”, which allows you to review support incidents along with certain contract information
• Unlimited ability to download training documents from WennSoft
• Unlimited access to pre-recorded training sessions
• Proactive notification of service pack releases on your related version