
Customer Success
Support
Customer Success Support defines the remote support services provided by Synopsis under the Success plan for customers in Europe, the Middle East, and Africa (EMEA). It is specifically designed to deliver reliable, tailored assistance that aligns seamlessly with the operational and business requirements of the region, addressing the unique needs and challenges faced by customers.
Scope of Support Services:
Under the Success support plan, Synopsis provides remote support, with optional on-site support available if needed, including:
Troubleshooting and resolving technical issues related to our services
Guidance on best practices and configurations
Assistance with product updates and patches
Access to knowledge base articles and resources
Interactive sessions to provide real-time
assistance, or configuration support
Resolution Commitment and Approach
Synopsis will endeavour to resolve or provide a workaround for issues within a reasonable time frame, based on priority levels and the complexity of the problem. Resolution times are not guaranteed but will follow best efforts.
Priority 1 (Critical Issues)
Initial response within 2 hours.
This includes critical issues significantly impacting business operations
Priority 2 (High Issues)
Initial response within 4 hours.
This includes significant issues that affect functionality but do not result in complete
system downtime.
Priority 3 (Med / Low Issues)
Initial response within 1 business day.
This includes minor issues, configuration queries, or information requests.
Why Partner with Synopsis?
Tailored Regional Support
With dedicated service hours aligned to EMEA business schedules, Synopsis ensures seamless assistance that meets regional operational needs.
Expert Remote Assistance
Access a team of skilled professionals for troubleshooting, best practice guidance, and real-time support through interactive web sessions.
Priority-Based Response
Benefit from structured response times and escalation procedures, ensuring critical issues are addressed promptly and effectively.
Comprehensive Resources
Gain access to a robust knowledge base, product updates, and expert advice to maximize the value of your solutions.
Join Forces with Synopsis for Tailored Expertise and Reliable Support
Delivering reliable solutions and dedicated support.
Contact us today for our Customer Success Support