You Can Never Have Too Much of a Good Thing
Macola Plus is an enhanced level of service and support designed to move beyond the traditional reactive support model to a proactive partnership to meet the needs of your growing business.
Get More with Macola Plus
Macola Plus provides access to the services, tools, training and subject matter experts needed to maximize the operational benefit received from your investment in Macola technology. Macola Plus offers many great benefits including: a dedicated Technical Account Manager, guaranteed first call and problem resolution times, as well as extended support hours, and access to training and other resources.
Dedicated Technical Account Manager and Account Team
Key to the Macola Plus offering is the personal attention you will receive from your dedicated Technical Account Manager (TAM) and Account Team. The Technical Account Manager becomes a central point of contact for your support and service needs, who understands your environment, current challenges and technical needs. The Technical Account Manager work closely with other members of your Account Team which includes Subject Matter Experts, a Sales Executive and Consulting Manager. On an annual basis you’ll meet with members of your Account Team to review your current challenges and future objectives and create a plan to ensure that you are getting the most from your investment in Macola.
Not Every Problem Happens During Regular Business Hours
Sometimes problems happen after regular business hours. So with Macola Plus, you get extended customer support hours that can provide you with support when you need it the most! Sleep well knowing that you have access to the experts outside of normal business hours.
Macola Plus also includes access to proactive after hours and weekend support for critical business needs such as upgrades, enhancements, and special projects.
Response Time You Can Count On
Macola Plus includes guarantees for First Call Response and Problem Resolution times to ensure that you receive the timely support and service that your growing business demands! Macola Plus customers receive a First Call Response within one hour for incidents placed during normal support hours and a six hour guaranteed Problem Resolution time.
Macola comes with amazing capabilities and features, but sometimes a business process or need falls outside the standard core functionality of the solution. Macola Plus provides you with up to twelve hours of consulting services with the Macola Professional Services team, that can provide customized solutions—such as KPIs and workspaces to Accounts Payable and workflow automations—that can create for your business even greater efficiencies and insight into the data that matters most to you.
Macola Plus also provides troubleshooting of warranty issues with Macola customizations. Your Technical Account Manager will become the point on any ECi developed customizations, ensuring your ECi customizations are running smoothly and effectively.
Lastly, Macola Plus entitles you up to two free Health Checks per term. Health Checks can be used to gain efficiencies on one of these areas: system and settings, financial, logistics, project, payroll or technical / IT checkups. Learn more about Health Checks.
A Few of the Benefits Macola Plus Provides:
- Extended support hours (7:00 AM – 10:00 PM EST, Monday – Friday)
- Dedicated Technical Account Manager
- Dedicated Account Team
- Proactive after-hours and weekend support
- Guaranteed First Call Response time
- Guaranteed Problem Resolution time
- Annual account review
- Free consulting services hours (up to 12 hours per term)
- Up to two free Health Checks per term
- Access to the Controlled Release Program and updates from our Product Management team