At Altus Dynamics we have always focused heavily on customer satisfaction with service and support. It is at the core of our operations and what we do every day and we have been recognised by Microsoft multiple times for this effort, awarding us the IMPACT Award in 2011 and 2012 for Customer Experience Partner of the Year.
In the constant pursuit of improvement, over the last 6 months we have been reviewing our offering. We spoke with many clients, other NAV partners and even Microsoft; with the goal of getting a sense of how we could offer our clients more benefit and enhanced service.
As a culmination of all that research and effort, we are excited to announce significant changes to our annual support plans and new annual minimum plans. We are also now offering upgrade plan options, which will allow you to pay an annual fee and be upgraded automatically every 2 to 3 years.
The overarching intent of the change is to drive more value for customers, create the ability to easily get support for a customer’s entire solution, including customizations, and provide a means to train users when a situation occurs where they just needed some additional help.
So what are the major changes?
For many years we have had several tiers of support, but going forward all customers will move to a minimum of the Diamond Plan. This plan offers a wide range of benefits from unlimited help desk support, annual roadmap planning, free attendance at our Altus Alliance conference to self-paced and online learning resources. Many of our customers already benefit from this offering. The new Diamond Plan will now include code fix support, cover for customizations, extended warranties and training amongst others.
New to our support offering is the Evergreen Plan, which possesses all the elements of the Diamond Plan with additional benefits. Studies show that the days of upgrading every 5 to 10 years are long gone, due to technology improvements and increased risk with operating on old releases. Organizations now upgrade every 3.2 years and it is anticipated this will further decrease to upgrades averaging every 2 years. Evergreen addresses this trend offering our clients the ability to have a regular upgrade through a constant annual annuity (support fee); the positive benefits of the use of more effective functionality and new features will ensure our customers’ solutions are performing at their best.
The Evergreen Plan provides visibility, transparency and predictability into the roadmap of a customer’s solution and when the time comes to upgrade, the cost is covered without the need to go to the Board for a lump sum. This was very positively received by customers who got their first look at the new plans at Altus Alliance 2015.
What are the milestone dates and what do customers need to do?
- For those existing Diamond Clients, they do nothing. Effective today, April 1st, 2015 the new plan kicks in and they can take advantage of the changes. There is no change in the annual fee and there is no cost impact, just more benefits!
- For those not on the Diamond Plan, effective June 1st, 2015 and when their next renewal is due, they will transition to the Diamond Plan and can take advantage of the new coverage.
- To take advantage of the new Evergreen Upgrade Plan, a client must be on the Diamond Plan, on a NAV 2013 release or later, and agree to commit to Evergreen, for the cycle of doing upgrades every 2 to 3 years.
We are very excited, as are our customers, about these positive changes and look forward to being able to provide even better customer support and service in the future. If you are an existing customer and would like to know more, please reach out to me for more details at firstname.lastname@example.org.