Support plans

Apart from default support plans, UP42 offers plans with more assistance and ordering support outside of regular business hours.

If any of the outlined use cases apply to your business operations, consider upgrading your support plan:

• Your business demands rapid responses and often requires support outside standard business hours.
• You have complex, time-sensitive projects with multiple areas of interest that require a combination of various data sources.
• Your team needs enablement and expert assistance in data selection and order management.

• An assigned Customer Success Manager

  You’ll be introduced to the Customer Success Manager before the contract’s finalization. This person will be your dedicated point of contact at UP42.

• Up to 8 onboarding and enablement sessions per year

  Sessions with technical support and product experts. Our Customer Success Manager will work with you to identify onboarding and enablement needs, to ensure successful use and adoption of UP42 products and services.

• A customized success plan

  Our Customer Success Manager will work with you to create the success plan that outlines steps to achieve your goals and desired outcomes.

• Regular business reviews

  Our Customer Success Manager will organize regular meetings with key stakeholders to review overall strategy and progress against the goals, provide updates, mitigate risks, and identify opportunities for improvement.

• Up to 200 hours of expert assistance per year

  Expert assistance hours can be used for additional services, for example:

  • Archive coverage assessments. Our Customer Success Manager will analyze the availability of archive data across multiple providers and create coverage assessments and recommendations to achieve full coverage.

  • Complex multisensor project planning and management. Our Customer Success Manager will analyze project requirements and will orchestrate the collection of data across multiple providers to achieve the best possible result.

  • Complex AOI management and optimization. Our Customer Success Manager will support you with adjustments of complex geometries to meet minimum order requirements and optimize costs.

Priority definitions

Urgent

• Complete loss or integral failure of major functionality
• The issue affects a large number of users or all users in your account
• The situation halts your business operation
• No workaround exists

High

• Critical loss of functionality
• Highly degraded service
• Inconvenient workaround or no workaround exists
• Rush orders

Normal

• Partial or non-critical loss of functionality
• Some service degradation
• A workaround or temporary fix is possible
• Account-related requests
• Standard orders and feasibility study requests

Low

• General questions, product, or service inquiries
• Feature requests and feedback
• Account deletion requests
• Order status updates