Client Success Management

Purpose This Service Level Agreement (SLA) establishes clear expectations for response times and delivery timelines for ad hoc support requests submitted by clients to the Client Success Management (CSM) team. The goal of this policy is to pr...

If your agreement includes support hours, this article explains what counts toward your monthly allotment. We refer to time that draws from your hours as billable , and time that doesn't as non-billable . Understanding this distinction can help...