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Overview

With a prepaid Premium Support subscription, customers will receive the following service enhancements, above our standard Support subscription:

Enhanced Service Levels

Our Premium Support Service Levels ensure your requests are prioritized in our queue and our responsiveness optimized. 

Subject Matter Expertise

Priority access to our Premium Support Team. Your complex requests will be handled by our most experienced and knowledgeable Support personnel. 

Configuration Service

We will work with you to refine your Resolver application configuration to match your evolving business requirements. Coverage for this service includes:

Included with Premium Support

• Your subscription includes a set number of configuration hours for scoping, designing, deploying, testing, and communicating changes. Typical configuration updates covered include enhancements to core components such as:
  • Fields, formulas, forms, workflows, reports, and object types
  • Roles, user groups and permissions
  • Email settings, and languages
  • Edits to existing assessments, portal configurations
  • Updates to existing dashboards (e.g., new charts or supporting datasets)

Premium Support also includes guided assistance for

• User administration (e.g., managing users or groups)
• Data administration (e.g., import/export guidance and templates)
• Sandbox management through scheduled refreshes

If your configuration hours are fully consumed during the subscription term, your Customer Success Manager will inform you and discuss top‑up options.

Out of Scope

• Requests outside the scope of Premium Support—typically due to scale or complexity—may include:
  • New applications, new assessment types, or new portals
  • New reporting dashboards or complex dashboard rebuilds
  • Changes restricted during a change freeze

Out‑of‑scope requests will be redirected to your Customer Success Manager.

Proactive Engagement

Receive proactive support assistance throughout your Resolver Journey including:

Project to Support Transition

Following Hypercare, your Resolver Project Team will introduce a member of our Premium Support team to your team and solution, who will help ensure the transition from implementation into business-as-usual usage is smooth. 

Periodic Health Checks

A member of our Premium Support Team will join your Customer Success Manager in periodic health checks, to provide tactical guidance and assist with minor adjustments to configuration.