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3ECCOverview
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- 2. Guided by your Customer Experience Advocate Need More? Professional Services* Ad Hoc Month-end Support Additional Template Configurations Enhanced Training Adoption Services * Add-on services available to purchase Cloud Services Always-On Services Proactive monitoring your uptime Comprehensive security and backups Managed upgrades for the newest enhancements Disaster recovery eLearning digital library (unlimited access for 15 users) Cloud-prioritized Support queue Knowledge Base and educational webinars On-Going Optimization Annual solution review and optimization consultation Additional Client Benefits Quarterly User Group Meetings Partner Ecosystem Elite Community
- 3. CARE Guided by your Customer Experience Advocate Need More? Cloud CARE Support Services Always-On Services Proactive monitoring your uptime Comprehensive security and backups Managed upgrades for the newest enhancements Disaster recovery eLearning digital library (unlimited access for 30 users) Cloud-prioritized Support queue Knowledge Base and educational webinars Additional Client Benefits On-Going Optimization Bi-annual solution review and optimization consultation Cloud CARE Subscription CARE Support team: 24/7 assigned team to support your 3E environment (support via chat, phone and web) Individualized success plan with quarterly reviews Solution Architect to review and support your customizations during each upgrade Instructor-led personalized training (up to 40 hours) Technical Account Manager for upgrades and system optimization (up to 75 hours) Professional Services* Ad Hoc Month-end Support Additional Template Configurations Enhanced Training Adoption Services New Customizations * Add-on services available to purchase Quarterly User Group Meetings Partner Ecosystem Elite Community
- 4. Client Benefit CARE • Ensures sustainability of your tailored solution • Delivers follow the sun readiness by an assigned team of application and cloud focused experts who understand your firm • Serves as a catalyst to drive your business outcomes while optimizing your solutions
- 5. Engagement Examples CARE Your Firm Reaches Out: • Help in configuring a template • Escalate an integration concern • Training for new hires • Clarification on a recent Azure security update Your Cloud CARE Team Reaches Out: • Schedule your firm’s enhancement update • Provide updates on your success plan and recommendations • Alert you to new APIs and possible uses by your firm • Offer insights for maximizing your 3E investment Always-on Services: • Proactive monitoring your uptime • Comprehensive security and backups • Managed upgrades for the newest enhancements • Disaster recovery • Cloud-prioritized support
- 6. Assigned Cloud CARE Team CARE Customer Experience Advocate (CEA): • Availability: Business hours in your region • Manages the client’s experience and relationship • Coordinates team resources • Point of contact for the client Technical Account Manager (TAM): • Availability: Business hours in your region • Coordinates technical support resources and manages upgrade • Technical escalation point Systems Support: • Availability: 24 hours/7 days a week • Monitors Azure environments • Azure systems knowledge • 3E Cloud deployment/upgrade expert Application Support Team: • Availability: 24 hours/7 days a week • Level-one support analyst • Familiar with internal & external integrations • 3E Cloud and 3E application experts Solution Architect: • Availability: Business hours in your region • Support customizations including Template customizations • Resolves application-related issues identified to be caused by a customization Trainer: • Availability: Business hours in your region • Provides personalized training • Certified 3E expert YOUR CLOUD CARE TEAM
Editor's Notes
- Now that we have touched on our client's transition experience to 3E Cloud, we will now turn to the Managed Services we will provide our Cloud customers. Tracy will lead this portion of the discussion. Over to you, Tracy
- We deliver an end-to-end cloud journey experience starting with initial consultation and solution planning, transitioning to 3E Cloud, and partnering with you to maximize your 3E investment. Your cloud journey will be guided by a CEA that understands your firm and ensures the seamless delivery of our managed services. Prior to and once you are live on 3E Cloud, we provide a host of always-on support services which provide you with the infrastructure support you need to confidently deliver value to your firm and additional client benefits to ensure your success on 3E Cloud. Your always on services include us ensuring your system delivers 99.9% uptime, we keep your system upgraded with the latest enhancement releases and we empower users with a new e-learning digital library that provides videos to allow users to learn at their own pace or as their job responsibilities shift. As a 3E Cloud customer you will also be in a prioritized Cloud queue so your issues are quickly vetted by seasoned cloud resources. We also deliver an annual solution review and consultation to help ensure you are maximizing your product use. Lastly, we have add-on professional services available if you need additional support.
- For our Cloud CARE customers the CEAs will again be the guide on the client's Cloud journey. In addition to the Always On Services and the Additional Benefits al Cloud customer get, our Care customers receive an array of tailored services delivered by an assigned team of experts who will work around the clock on your firm's behalf. The on-going optimization will be delivered twice a year for Care customers. Your assigned support team members will be reachable via chat, phone and web 24/7. Your CEA will design a success plan based on your desired outcomes and flex the plan as your priorities change. Our Care customers will also have access to customized training by our 3E certified experts and access to a solutions architect that will enable and maintain your customizations (through every upgrade) and a Technical Account Manager that will act as your Support escalation point and technical consultant on keeping your system running smoothly. If you still have needs beyond the Care offering add on professional services are available including adding new customizations.
- In summary the benefits of our Care experience are many and we feel our managed services will deliver a best in market experience focused on you and the needs of your firm.