A Customer Success Plan (CSP) is the level of support that your organisation has signed up for. The level chosen 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>
Scroll down, then select the plan you want more information about.
The Essential Plan.
The Standard Plan.
The Premier Plan.
Search for and select the relevant product. Either:
Scroll through the options on the page.
Filter the search: On the left, click Industry/ Sector and select your industry, then click Filter.
📌 Note: If you have a Classic contract, your support terms and service level agreements are specified in your individual contract. This is a legacy plan that is no longer being sold.
Named contacts
A named contact is a person within your organisation who is authorised to contact our support team. Depending on your plan, this could be raising a case online, contacting us by phone, or through our Access Digital Assistant.
Each plan offers a set number of named contacts:
Essential: 2
Standard: 4
Premier: 8
🤓 Tip: If you’re not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.
Change your plan
To upgrade to a new plan, reach out directly to your Account Manager or Customer Success Manager. You would have been given their contact details during your onboarding process.
⚠️ Important: Changing the plan means changing your contract and billing with Access. If you don’t have this authorisation within your organisation, reach out internally to the appropriate person and ask them to contact us.
Alternative way to request an upgrade
If you don’t have your Account Manager or Customer Success Manager contact details, follow the steps below:
🤓 Tip: Before you start, make sure you have your customer code handy.
Go to our Account Support Help Centre>
In the bottom-right, click the Access Digital Assistant
icon.
Select My Account, then enter Change my CSP.
Follow the instructions in the chat.