Introducing Board Premium Support

Peter Foulkes

We are excited to introduce our new-and-improved Board Premium Support program, which is designed with one mission in mind—maximize our customers’ return on investment through an enablement-focused, customer-first approach. Our goal is to ensure our customers are properly enabled and supported along their entire Intelligent Planning Journey.

Who are we, and what do we do?

The Board’s Premium Support organization comprises technical and deep functional, industry, and sector expertise to deliver world-class, post-implementation customer care.

The Premium Support team is primarily responsible for:

• Ensuring a seamless transition from implementation to BAU.
• Delivering proactive monitoring and alerting.
• Providing reactive assistance within guaranteed response times for those times when things don’t go to plan.
• Supporting our customers on their journey to journey to self-sufficiency.
• Ongoing analysis of customer case and other supporting metrics to drive continuous improvements through our customer's Board deployments.

Where are we?

Our Premium Support Specialists are located in North America & Canada, UK, France, Germany, India, and Australia.

How do we do it?

By assigning named individuals from the Premium Support team to specific customers, our team can provide not only product and platform technical assistance but also support your specific Board deployment, unique to your organization.*

Named resources undertake an extensive knowledge transfer process with the original implementation team to understand the intricacies of your business processes and how they have been systemized within your Board use cases. Equipped with this level of knowledge, our Premium Support plans can then guarantee you that the right person will be available to support you within guaranteed time frames exactly when you need them.

While this knowledge transfer process most typically occurs ahead of the go-live project phase, it can also take place at a later date in those situations where necessary.

By having access to a rich set of platform, use case, and Cloud environment statistics, the Premium Support team can provide deep insights into your Board deployments, helping you to stay ahead of issues potentially impacting your end-users.

Additionally, your named Premium Support resources will work closely with Board’s Customer Success Managers to help you define, shape, and enable your own internal Board Center of Excellence.

*Customer-specific Use Case support is applicable to Gold and Silver Customers only.

Who needs Premium Support?

Perhaps you are about to embark on the go-live of a new use case, or a change in your organizational structure means you now require some additional support expertise to ensure the success of your deployments.

There are several situations in which our customers have benefited from adopting Premium Support plans. Our Customer Success Managers can help you understand how they could benefit your specific organization.

Who can benefit from Board’s Premium Support services?

While Board’s Bronze Premium Support plan is available for all Board customers, the Silver and Gold plans have been designed for those customers running applications designed and developed by Board’s Professional Services team or co-built with a Board Partner.

If you have a use case built solely by a Board Partner but would still like to benefit from the Silver or Gold plans, please reach out to your Customer Success or Key Account Manager for more information.

Full details of our Premium Support plans can be found on the Board website.

For more information, please reach out to your Customer Success or Key Account Manager for more information.