Access Attaché has three (3) Customer Success (Support) Plans:
Essential
Standard
Premier
For all the details about the plans refer to the Customer Success Plan page on our website. A summary of each plan follows:
Benefit | Essential | Standard | Premier |
Service Hours | 0900 to 1700hrs | 0800 to 1800hrs | 0800 to 1800hrs |
Customer Portal Access | Unlimited access | Unlimited access | Unlimited access |
Customer Portal Case Users | 2 | 4 | 8 |
Online support case resolution | Yes | Yes | Yes |
Telephone Support | No | Yes | Yes |
Emergency Support | Yes | Included | Included |
Consulting charges | $300.00 + GST / hour | $240.00 + GST / hour | $240.00 + GST / hour |
If your company has not signed up for a Success Plan then you will be on a Classic Plan. Classic Plans only have Emergency Support available at the same rates as the Essential Plan.
Attaché telephone support is available for Standard and Premier customers on (Aust) 1300 783 270 or (NZ) 0800 288 224. For Papua New Guinea, please use the PNG Support email: [email protected] and we will contact you.
If you would like to change your Customer Success Plan you will need to talk to your Account Manager. To contact them you can:
email [email protected], or
call Support, or
request same by raising a new case online and referencing the title of this article.
📌 Notes:
Emergency Telephone Support is only available for urgent matters that must be fixed immediately in order for business operations to continue or to meet important deadlines. If your case is not urgent, then your Support Analyst will record your case and escalate it to our Consulting team. One of our Consultants will contact you to review your requirements. Our consultancy charge-out rate is the same as the Emergency Support Rate.
Training is also available for Attaché and related products. Refer to this article: Attaché Training Courses.