Support packages
The excentos Product Guides are provided as a
SaaS model
and you can develop, maintain and optimize your Product Guides yourself
within the
Workbench.
You can optionally get support from an excentos customer success manager
to achieve the best Guided Selling standards.
What kind of support models does excentos offer?
Full self-service - no support
You have enough resources and work with our extensive documentation, video tutorials and training materials to optimize your Product Guides 100% yourselves, with 0% additional costs.
Many of our customers choose this option, and of course, no additional fees are paid to excentos (only exception: If customizations require updates, see #4 below).
Support package
You have ambitious plans and want to make sure excentos proactively optimizes your Product Guides together with you.
excentos reserves time (e.g. for regular online meetings with one of our customer success managers). And since the support packages allow all of us to plan ahead, you'll receive attractive discounts.
Time and Material (T&M)
You are not sure yet how much support you will need? You want to do as much as you can yourselves, but flexibly count on excentos experience just when you need it?
Whenever you need support and did not book a support package, excentos will invoice based on timesheets precise to the minute and our daily rates.
Prices of support packages
Our discounted support packages help you to continuously improve your sales success. Your personal Customer Success Manager will take care of optimizing your Product Guides together with you, and consult you to get the most business value out of Guided Selling.
Hours and € per quarter year, billed quarterly:
8 hours
1,000 €
1,250 $
16 hours
1,800 €
2,250 $
24 hours
2,700 €
3,350 $
32 hours
3,600 €
4,500 $
40 hours
4,500 €
5,650 $
Examples of topics covered by support
Here are some typical examples of how we help you to achieve the best Product Guide performance:- Individual support during initial setup, concept development and implementation of your Product Guides
- Ongoing consulting and project management by an experienced customer success manager to support your marketing and sales strategy for Guided Selling
- Implementation of Change Requests e.g. integration of new product attributes, tune the recommendation behavior, configuration and changes to text and media content
- Quality assurance and actualization of customizations implemented for your Product Guides, such as the user interface, theme or widgets; project-specific settings; recommendation behaviour; analytics and tracking; cookie handling / consent management / data processing regulations; any further project-specific implementations and configurations that need to be maintained by excentos
- Deployments on your stage- and service-environments after change requests as well as subsequent testing and quality assurance
- Hands-on support delivered by our Customer Success Manager for onsite-marketing, continuous sales optimization, analysis of usage data and user feedback and suggestions for optimization and how to get the most out of the excentos backends
Notes:
- For all support tasks performed, you receive a detailed timesheet directly within our collaboration tool.
- All hours contained in a support package that were not used within one quarter can once be transferred into the next quarter.
- The support package can be changed or terminated within a notice period of 6 months.
- The support package cannot be booked in retroperspect, but only for future periods / efforts
