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?
For a relatively static environment with smaller teams and fixed processes.
For companies that require some guidance and consulting but are also looking to work more autonomously.
For enterprises with ever-evolving environments and/or those that have business-critical operations requiring our best service-level agreements (SLAs).
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Premium + |
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Customer Success Manager |
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Basic Support 24/7 |
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Premium Support 24/7 |
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Account Sync Meetings |
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Business Reviews |
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Product Alignment |
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Priority Beta Access |
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BigPanda Customer Portal |
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Custom Solution Hours |
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Enterprise Architect Access |
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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?
