Phenom Support Packages

Get the Support You Need, When and How You Need It

HR technology is crucial to your organization's health, and managing change can be complex. Equip your team with Global Customer Care (GCC) - delivered support packages designed to scale with your organization. Crafted by our GCC experts, and built for HRIT, talent acquisition, and talent management professionals with a wide range of technical abilities.

Standard
Standard Support that is anything but basic
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Includes:
- Support Portal to manage service and support requests 24/7
- Access to a User Community of other Phenom customers to ask questions and seek advice from industry-specific peers
- Global monitoring via Platform Status Page
- Role-based learning via the Phenom Explorer Learning Management System (LMS) with 100+ scenario-driven courses
- HRIT Hub to customize and self-configure your Phenom technology
- Proactive support ticket monitoring
- 99.5% guaranteed uptime
- Committed response and resolution time for defects
- Global office hours and customer roundtables
Standard Plus
Standard Plus advanced technology, with a personal touch.
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Everything in the Standard Support Package, plus:
- Application Performance Monitoring (APM) to track integration health
- One (1) Catalog Managed Service Request per quarter
- Technical consultations and best practice guidance (8 hours annually)
- One (1) general admission ticket to IAMPHENOM
Advanced
Advanced Support that gives you a big boost
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Everything in the Standard Plus Support Package, plus:
- Service request resolution within 7 business days or less
- Formal root cause analysis of Sev 0 defects
- Priority case routing including defects and Managed Service Requests (MSR)
- Two (2) Tier 1 or one (1) Tier 2 catalog MSRs per month (unused requests do not roll over)
- Priority beta access opportunity for new tools & products
- Technical consultation sessions specialized to meet your objectives
- Two (2) general admission tickets to IAMPHENOM
Premium
Premium Support like you’re the only one in the world
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Everything in the Advanced Support Package, plus:
- Service requests resolution within 5 business days or less
- Trusted partnership with a Technical Support Account Manager (TSAM)
- Two (2) onsite visits with assigned TSAM, per year. Max two (2) business days per trip
- Integration health monitoring and consultation via APM offering both self-service access and assisted guidance from your TSAM
- Twenty (20) catalog MSRs included per month (unused requests do not rollover)
- Annual system health checks with performance overview for deployed Phenom solutions
- Recurring meetings with GCC to review your success metrics and align with your business goals
- Formal root cause analysis for Sev 0 and Sev 1 defects
- Enhanced QA planning
- Dedicated Sandbox Environment
- Up to four (4) general admission tickets to IAMPHENOM

Packages that are tailored to your needs

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Commonly Asked Questions

How does the Standard package differ from the Standard Plus, Advanced and Premium packages?

Standard Support offers essential self-guided assistance, Standard Plus adds monitoring and consultation opportunities, while Advanced and Premium Support provides enhanced features, personalized attention, and faster issue resolution.

The standard package offers essential tools and expert support, including a 24/7 support portal, access to a user community, platform monitoring, role-based learning, and a service hub for self-configuration. This foundational level of service is backed by our team of skilled SMEs who form the foundation of our support model, ensuring comprehensive assistance for your integration needs.

The Standard Plus package enhances your experience with everything in Standard Support package plus access to Application Performance Monitoring (APM) for better visibility into your integration’s health, one Catalog MSR per quarter for enhancement needs, and technical consultations (8 hours annually). This package is ideal for teams seeking enhanced monitoring capabilities and periodic customization options without requiring the full Advanced Support package.

Builds on Standard Support by providing faster service request resolution within 7 business days or less, Two (2) Tier 1 or One (1) Tier 2 Catalog MSRs from Phenom Catalog MSR Portal, real-time account health monitoring with APM, priority case routing, technical consultations (16 hours annually), and additional resources like beta access and two (2) IAMPHENOM tickets. This comprehensive package enhances support efficiency, user experience, and customization options.

Includes all features of the Standard and Advanced packages, with added benefits like even quicker service request resolution within five (5) business days or less, a dedicated Technical Support Account Manager, two annual onsite visits, 20 Catalog MSRs per month, and enhanced system health checks, offering a highly personalized and comprehensive support experience.

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