Deltek Customer Care Select

Features

Deltek Customer Care Select is a comprehensive offering designed for mid-sized to large organizations with complex business requirements that may include integrated support services across multiple products. Customer Care Select combines the features of the Customer Care program with a dedicated Support Account Manager (SAM) who is your single point of contact into all of Deltek's resources and is personally committed to your success and satisfaction. Your SAM will ensure that any issues are resolved with minimal impact to your mission-critical processes. With Customer Care Select you have access to senior support engineers who understand your business needs and can provide immediate support to ensure you are on track right away and operating at high availability. Customer Care Select includes (in addition to standard Customer Care):

• Dedicated Support Account Manager (single point of contact)
• Direct access to Level 2 support (subject-matter experts)
• 24x7 emergency support on Severity 1 and 2 cases
• Priority case handling with enhanced service levels:
• Severity 1 response: 1 hour
• Severity 2 response: 3 hours
• Severity 3 response: 6 hours
• Severity 4 response: 8 hours
• Assigned Support Director
• Proactive case reviews
• Automated case escalations
• Product release notifications
• One year of extended support for the previous version of your release