Internal - Premium Support
| Scenario | Support | Scaled CSM |
|---|---|---|
| Bug/Defect | ✅Yes | ❌No |
| Platform Not Working (e.g., user cannot log in, UI not loading) | ✅Yes | ❌No |
| “How-to” Questions (e.g., how do I build a report?) | ✅Yes | ❌No |
| Request for Training or Enablement Resources | ❌No | ✅Yes |
| Strategic/ROI Conversations (e.g., customer asking “Are we getting value from this?”) | ❌No | ✅Yes |
| Best Practices or Use Case Guidance | ❌No | ✅Yes |
| System Configuration Help | ✅Yes (if standard config) | ✅Yes (if related to adoption/strategy) |
| Upcoming Renewal Discussions | ❌No | ✅Yes |
| Long-Term Success Planning (e.g., driving adoption, launching new initiatives) | ❌No | ✅Yes |
* Product Feedback and Feature Requests should not be submitted to Support or the Scaled CSM. Clients should be submitting those items via the Ideas Portal.