This is the face of a team that cares

BigPanda Customer Success Packages

What is customer success?

We understand that complex IT organizations constantly change and update their tools, processes, and goals as business evolves. BigPanda Customer Success Packages address those ongoing modifications to an organization’s environment, people, and processes. Our goal is to become an extension of the team and, in partnership with an organization, track its progress, consult with its team, and guarantee increasing value as it continues to use the BigPanda Platform. With our Premium Packages, this starts from day one. Because BigPanda drives mission-critical services and resources for an organization’s business, all our packages offer 24/7 support.

Which package is right for you?

Basic

Rectangle Grey

For a relatively static environment with smaller teams and fixed processes.

Panda Premium

For companies that require some guidance and consulting but are also looking to work more autonomously.

BigPanda Premium Plus

Rectangle Blue

For enterprises with ever-evolving environments and/or those that have business-critical operations requiring our best service-level agreements (SLAs).

 

Panda Silver

Basic

Panda Gold

Premium

Panda Custom

Premium +

Customer Success Manager

X

Yellow Checkmark

Blue Checkmark

Basic Support 24/7

Grey Checkmark

Yellow Checkmark

Blue Checkmark

Premium Support 24/7

X

Yellow Checkmark

Blue Checkmark

Account Sync Meetings

X

Yellow Checkmarkmonthly

Blue Checkmarkbi-weekly

Business Reviews

Grey Checkmarkremote annual

Yellow Checkmark2 remotes

Blue Checkmark2-3 onsite

Product Alignment

X

X

Blue Checkmark

Priority Beta Access

X

X

Blue Checkmark

BigPanda Customer Portal

X

X

Blue Checkmark

Custom Solution Hours

X

X

Blue Checkmarkcapped

Enterprise Architect Access

X

Yellow Checkmark

Blue Checkmark

Select the package that’s right for you, and get started today. To learn more, contact your BigPanda Account Executive or email us at sales@bigpanda.io.

A few definitions

All packages

24/7 support

Choose from Basic support or Premium options to access our support team for resolution of technical issues 24×7 via phone and email. Premium support packages entitle your organization to improved SLAs and more direct access to our teams using Slack.

Premium and Premium+ customers

Monthly success KPI tracking

In these periodic meetings, we ensure our efforts are aligned to the organization’s desired business outcomes. We will review its account status, the business impact of your BigPanda deployment, discuss organizational changes and ongoing initiatives, and update the team on our roadmap.

Premium+ customers only

BigPanda customer portal

Premium+ customers are entitled to access a self-service BigPanda Customer Portal, a central location for tracking support tickets, feature requests, statements of work (SOWs), success KPIs, and other open items.

Custom solutions hours

As part of supporting ongoing solutions and custom work, we provide each organization with an allotment of predefined consulting hours on an annual basis. This allows them to prioritize multiple projects, without the need for separate SOWs.

Why Premium+

Many enterprise customers select the Premium+ package to get:

  • The progress of our platform development and ongoing product enhancements
  • A higher level of support and response time
  • Ongoing best practices for NOC, SRE/DevOps, and other teams
  • Ongoing business reviews
  • Planned and ad-hoc product training
  • Continual success and adoption planning to increase their IT organization’s maturity and business value from BigPanda
  • Personal and consistent alignment with our product team
  • An assigned Customer Success Manager (CSM) who is their consistent point of contact who makes sure they stay on track with their goals and connects them with BigPanda resources who can help utilize BigPanda to its fullest extent

So, what are you waiting for?