Services: Customer Support

Two Important Resources—Assisting You in Every Phase

1. Your Dedicated Account Manager
Allegiance account managers are experts in allegiance products, and loyalty and engagement practices. Right when your implementation starts, you'll be assigned a dedicated account manager who understands your business goals and processes. Your account manager is your day-to-day guide to help with any issues you may face.

2. Your Customer Support Team

Allegiance customer support is world-class, and it's also available to you in a flexible format allowing you to choose the level that best suites your needs. Whether you choose Basic, Professional, or Premier Support, your issues will be handled quickly, efficiently and by a team that's passionate about service.

Support Services	Basic Support	Pro Support	Premier Support
Case Limit (annual)	10 Instances	20 Instances	Unlimited
Response Time	24 Hours	8 Hours	2 Hours
Knowledge Base Access	Yes	Yes	Yes
Online Interactive Support (CustomerVoice)	Yes	Yes	Yes
Phone Support	10 x 5*	10 x 5*	10 x 5*
Software Updates/Maintenance (product releases)	Yes	Yes	Yes
Quarterly Usage Report		Yes	Yes
Education Discount		10% off Training	20% off Training
Annual User Conference		1 free pass	2 free passes
Online Customer Support (live session)			Yes
Annual Usage Optimization (Health Check)			Yes
Education Discount	5% of License Fee, $250 per admin.	10% of License Fee, $250 per admin.	15% of License Fee, $250 per admin.

*10 hours per day 5 days a week (8 a.m. to 6 p.m. Mountain Standard Time, Monday through Friday) excluding US holidays.

Allegiance Customer Support: Flexibility through 3 Levels of World-Class Support.