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Services & Support

Your Path to Success

Apptio has the knowledge, experience and best practices to guide you on your Technology Business Management journey.

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Choose the Success Program That's Right for Your Team

Apptio is here to help you maximize your ROI with Technology Business Management. We offer success programs that accelerate user adoption and increase productivity, whether implementing Apptio for the first time, enhancing your current solution or driving a new technology initiative.

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Apptio Standard Success

Your investment in Apptio solutions is about more than our exceptional technology. It is about achieving desirable business outcomes that enable you to deliver a better service to end users. That is why every Apptio customer gets our standard success plan for online support, training and post-implementation onboarding. Our standard success plan is included with each subscription and provides:

  • Post-implementation assistance to transition from deployment to production
  • TBM roadmap plans and assessments to guide and track your value roadmap progress
  • Access to Apptio Community to connect and collaborate with TBM peers
  • Knowledge resources including webinars, product briefs, and best practice tips
  • Phone, email, and online support with upgrade assistance
  • Health checks to measure effective system performance and product usage

The standard success program is designed for every Apptio customer to achieve rapid time-to-value and ongoing success for their TBM investments.

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Apptio Premier Success and Apptio Premier Plus

For organizations that prefer a customized TBM experience or enhanced support, we recommend one of Apptio’s premier programs:

  • Premier success is for customers using Apptio applications with standard configurations using Apptio TBM Unified Model™ (ATUM™)
  • Premier plus is for customers using Apptio applications with a custom configuration

Both Apptio premier programs offer an outcome-focused, high-touch strategic partnership between you and Apptio. This enables a successful long-term strategy personalized to meet your organization’s needs and vision. Both programs include enhanced 24/7 phone support with elevated response times.

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SUPPORT

STANDARD SUCCESS (Included)

PREMIER SUCCESS
& PREMIER+
(Enhanced)

Authorized Contacts

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Access to Apptio Community & Webinars

Phone Support for Apptio break fix issues 12x5 (customer time zone 6am-6pm)

Phone Support for Apptio break fix issues 24x7

 

Enhanced Phone Support ("How To" Questions)

 

Preferred Support Response Times

 

Preferred Status for Upgrades

 

 

PERSONALIZED SUCCESS

Post Implementation Onboarding

Apptio Usage Reporting

Mentor Your Team to Achieve Product Proficiency

 

Named Customer Success Manager

 

Health Check Quarterly

 

Customized TBM Success Plan with Updates

 

TBM Business Best Practice Reviews

 

Named Success Engineer (Premier+ only)

 

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What to Expect From Apptio Premier Programs

Assigned Expert to Drive Success: Think of Apptio’s premier programs as a personalized experience with a partner by your side. An assigned customer success manager (Premier Success) or a customer success advisor and premier success engineer (Premier Plus) work with you to understand your business, solutions and goals. Apptio experts help you to drive TBM success within your organization including:

  • Advise you on TBM, products, and operations best practices
  • Guide you on post go-live success plans, milestones, and performance assessments
  • Advise you on new software releases
  • Create custom TBM roadmap plans for your environment
  • Mentor your team to achieve effective user adoption

Top-Notch Customer Support: Premier programs include enhanced support to maximize uptime. Get support when you need it. Whether you have “how-to” questions or technical issues, we give you fast, expert answers with 24/7 phone support and expedited response times.

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