Customer Success + Support Packages

	Basic	Premier	Premier Access	Premier Plus
Support Services
Support Availability	12/5	24/7/365	24/7/365	24/7/365
Priority 1 Response SLA	24 hours	1 hour	1 hour	1 hour
VIP Support Line	N/A	N/A	N/A	Included
Mission Critical Tech	N/A	N/A	N/A	Add on ($)
CSM Services
Named CSM	N/A	N/A	Included (1:20)	Included (1:6)
Additional CSM Time	N/A	N/A	N/A	Add on ($)
Kick-off Meeting	N/A	N/A	Virtual	Onsite
Success Meeting	N/A	N/A	Quarterly/ Virtual	Monthly/ Onsite
Business Reviews	N/A	N/A	Semi-annual/ Virtual	Quarterly/ Onsite
Avatierne Conference	Add on ($)	Add on ($)	Add on ($)	2 Passes Annually
Education Services
Instructor-led Training (ILT)	Add on ($)	Add on ($)	Add on ($)	Add on ($)
Training Discount	N/A	20% Discount on all public ILT classes	20% Discount on all public ILT classes	20% Discount on all public ILT classes

Basic Success

Item	Details
Training	As a Basic Success customer, your team will benefit from: Unlimited access to an extensive library of self-paced recorded training videos and getting started guides Participation in the live Getting Started webinars for administrators, according to the published schedule Participation in productivity and new release training webinars, according to the published schedule Basic Success customers can optionally purchase and enroll in Avatier Instructor-led training courses, which include hands-on labs. Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Avatier’s sole discretion. Online content may be accessed via websites only designated by Avatier.
Customer Support	Phone Support: Customers have access to a toll-free line to contact Avatier customer support engineers, 12 hours a day, 5 days a week. Online Support: Customers can submit cases easily online through the Avatier platform or at https://www.Avatier.com/support/ Initial response for support cases under the Basic Success Package is within 24 hours, and there is no limit to how often customers can contact Avatier support.

Item

Details

Training

As a Basic Success customer, your team will benefit from:

Unlimited access to an extensive library of self-paced recorded training videos and getting started guides
Participation in the live Getting Started webinars for administrators, according to the published schedule
Participation in productivity and new release training webinars, according to the published schedule

Basic Success customers can optionally purchase and enroll in Avatier Instructor-led training courses, which include hands-on labs. Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Avatier’s sole discretion. Online content may be accessed via websites only designated by Avatier.

Customer Support

Phone Support: Customers have access to a toll-free line to contact Avatier customer support engineers, 12 hours a day, 5 days a week.
Online Support: Customers can submit cases easily online through the Avatier platform or at https://www.Avatier.com/support/
Initial response for support cases under the Basic Success Package is within 24 hours, and there is no limit to how often customers can contact Avatier support.

Premier Success

Item	Details
Training	As a Premier Success customer, your team will benefit from: Unlimited access to a library of self-paced training videos and Getting Started guides 20% discount on the per seat price of publicly available Instructor-led training classes Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Avatier’s sole discretion. Online content may be accessed via websites only designated by Avatier.
Customer Support	Phone Support: Customers have access to a toll-free line with priority call routing to Avatier customer support engineers, 24 hours a day, 7 days a week Online Support: Customers can submit cases easily online through the Avatier platform or at https://www.Avatier.com/support/ Initial response for high severity support cases under the Premier Success Package will be within 1 hour, and there is no limit to how often customers can contact Avatier support

Item

Details

Training

As a Premier Success customer, your team will benefit from:

Unlimited access to a library of self-paced training videos and Getting Started guides
20% discount on the per seat price of publicly available Instructor-led training classes

Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Avatier’s sole discretion. Online content may be accessed via websites only designated by Avatier.

Customer Support

Phone Support: Customers have access to a toll-free line with priority call routing to Avatier customer support engineers, 24 hours a day, 7 days a week
Online Support: Customers can submit cases easily online through the Avatier platform or at https://www.Avatier.com/support/
Initial response for high severity support cases under the Premier Success Package will be within 1 hour, and there is no limit to how often customers can contact Avatier support

Premier Access Success

Item	Details
Named Customer Success Manager	The named CSM, who is a product expert and customer advocate, will work with you remotely up to one (1) day per month. This one-on-one contact allows for a highly personalized and proactive experience. The CSM will gain understanding of your business challenges to ensure you are set to make the most of Avatier’s product features as your identity and access management needs evolve.
Health + Adoption Reviews	Your named CSM will conduct quarterly, comprehensive Adoption reviews with your team, assessing your organization’s use of Avatier, including major categories such as: Business, Service Usage, Application Adoption, and Product Functionality.
Semiannual Business Reviews	Additionally, your CSM will meet with you remotely to conduct a broader Semiannual Business Review, where Avatier’s Product Roadmap will be shared, and we’ll aim to understand your upcoming initiatives and help align Avatier’s existing and upcoming capabilities to help you reach your goals.
Training	Unlimited access to a library of self-paced training videos and Getting Started guides Premier Success customers receive a 20% discount o the per seat price of publicly available Instructor-led training classes Online content may be accessed via websites only designated by Avatier
Customer Support	Phone Support: Customers have access to a toll-free line to contact Avatier customer support engineers, 24 hours a day, 7 days a week. Online Support: Customers can submit cases easily online through the Avatier platform or at https://www.Avatier.com/support/

Premier Plus Success

Item	Details
Named Customer Success Manager	Your named Customer Success Manager (CSM), who is a product expert and customer advocate, will work with you onsite up to two (2) days per month. This one-on-one contact allows for a highly personalized and proactive experience. The CSM will gain a deep understanding of your business challenges to ensure you are set to make the most of Avatier’s product features as your identity and access management needs evolve.
Health + Adoption Reviews	Your named CSM will conduct monthly, comprehensive Health Checks with your team, assessing your organization’s use of Avatier, including major categories such as: Business, Service Usage, Application Adoption, and Product Functionality.
Quarterly Business Reviews	Additionally, your CSM will meet with you on-site quarterly to conduct a broader Quarterly Business Review, where Avatier’s Product Roadmap will be shared, and we’ll aim to understand your upcoming initiatives and help align Avatier’s existing and upcoming capabilities to help you reach your goals.
Training	Unlimited access to a library of self-paced training videos and Getting Started guides Premier Success customers receive a 20% discount o the per seat price of publicly available Instructor-led training classes Online content may be accessed via websites only designated by Avatier Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Avatier’s sole discretion. Online content may be accessed via websites only designated by Avatier.
Customer Support	Customers have access to a toll-free line with priority call routing to Avatier customer support engineers, 24 hours a day, 7 days a week Online Support: Customers can submit cases easily online through the Avatier platform or at https://www.Avatier.com/support/ Initial response for high severity support cases under the Premier Plus Success Package will be within 1 hour, and there is no limit to how often customers can contact Avatier support
Avatierne	Customers will receive (2) full-conference passes to attend Avatier’s annual customer conference. This conference includes breakout sessions, access to Avatier experts and CSM team, and hands-on labs. These passes will not include travel expenses. Additional passes and pre-conference training passes must be purchased separately.