Onboarding & Support

Todd Gordner

November 05, 2023 00:28

Onboarding

Onboarding is provided for new customers of PrintNow to ensure your first deployment with us is a success. We have several onboarding packages to choose from that can be aligned with the time frame established to launch your Print Store.

An Onboarding Manager will be assigned to you from the start of your PrintNow subscription Service. Typically a specific day and time are scheduled in advance for the weekly webinar sessions and ongoing communication is available via email as technical questions arise.

What's included:

Goal-oriented, big-picture conversations
Web-to-Print strategy planning
Progress updates to keep you your top projects on target
Webinar working sessions
PrintNow Tool training

Standard, Advanced, and Premium Support plans

You can choose a Standard, Advanced, or Premium support plan to customize your PrintNow support experience for your business needs. The level of support that you select aligned with each plan determines your level of access to the tools available in the Support Center, case severity. initial response time objectives and additional support recourses on call.

Important

Initial response Service Level Objectives (SLO) do not apply to any billing, invoice, or sales related inquiry or cases.

	Standard Support	Advanced Support	Premium Support
Description	Standard business protection that is included with your PrintNow Subscription account	Prioritized case handling and support experience that is aligned with your business needs for your Subscription account.	Client engagement that is aligned with your business outcomes to accelerate time-to-value for your Subscription account.
Availability	24 x 7 access to the PrintNow technical support team through cases, and chat	24 x 7 access to the PrintNow technical support team through cases, and chat	24 x 7 access to the PrintNow technical support team through cases, phone, and chat
Initial response time objectives	Not applicable	Severity 1: Less than one hour Severity 2: Less than two hours Severity 3: Less than four hours Severity 4: Less than eight hours	Severity 1: Less than 15 minutes Severity 2: Less than one hour Severity 3: Less than two hours Severity 4: Less than four hours
Additional support	Not applicable	Not applicable	Technical Account Manager assigned Quarterly business reviews Access to experts

Severity	Business impact	Details
4	Minimal	An inquiry or non-technical request.
3	Some	The product, service, or functions are usable, and the issue doesn't represent a significant impact on operations.
2	Significant	A product, service, business feature, or function of the product or service is severely restricted in its use, or you are in jeopardy of missing business deadlines.
1	Critical	System or Service Down Business-critical functions are inoperable or a critical interface has failed. This usually applies to a production environment and indicates an inability to access products or services that results in a critical impact on operations. This condition requires an immediate solution.

Note

We work with you 24 hours a day and seven days a week to resolve Severity 1 problems if you have a technical resource available to work during those hours. You must reasonably assist with any problem diagnosis and resolution.

Technical Consulting

If you require ongoing high-level, personal technical guidance from one consistent point of contact from a lead source you may want to consider PrintNow's Technical consulting service.