What is a Customer Success Plan?
A Customer Success Plan (CSP) is the level of support that your organisation has signed up for with Access. The level determines what support is available to you and how many people can raise support cases.
📌 Note: Not all Access products currently support CSPs. However, they are being rolled out to all products.
CSP levels
For detailed CSP information and an in-depth look at the plans specifically for your products, follow the steps below:
Go to our Success Services page >
Under Our levels of service, select the relevant plan.
For the relevant product, click View Success Plan.
📌Note: If you have a Classic CSP, your support terms and service level agreements are specified in your individual contract. This is a legacy plan that we no longer sell.
Named contacts
A named contact is a person within your organisation who is authorised to raise support cases with us by phone or via the Access Digital Assistant.
Each plan offers a maximum number of named contacts you can have on your account:
Essential: Two.
Standard: Four.
Premier: Eight.
🤓Tip: If you're not a named contact, one of your internal named contacts can interact with the Access Digital Assistant on your behalf.
Change your plan
If you’d like to move to a different plan, please contact your Account Manager or Customer Success Manager directly. You’ll find their contact details in the information shared with you during onboarding.
⚠️Important: Changing your plan means changing your contract and billing with Access. If you don't have this authorisation within your organisation, please ask the appropriate person to contact us instead.
Alternative ways to request an upgrade
If you're unable to find your Account Manager or Customer Success Manager's contact details, to get in touch, follow the steps below.
🤓Tip: Before you start, make sure you have your customer code ready.
Go to our Account Support Help Centre >
Click the Access Digital Assistant
icon.Select My Account, then enter Change my CSP.
Follow the instructions in the chat.