What are the Hornbill success plans?

Hornbill’s success plans are support packages that define and encapsulate the way in which we deliver support (including SLAs) and professional services to you as a Hornbill customer. These packages vary in respect to what is covered and how much they cost.

• Essential Success Plan. All Hornbill customers get the Hornbill Essential Success Plan as standard; this is included in your subscription.

• Premier Success Plan. This plan provides everything in Essential, plus formal application support with defined service levels, a dedicated Customer Success team, a quarterly service delivery review, priority incident reports, 10 hours of Premier Credits, and multi-instance support.

• Custom Concierge Success Plan. Should you require a higher level of support and engagement from Hornbill, then we have a range of options to suit. We will help you to determine which level of plan you require as we get to understand your requirements and more importantly, how your organization plans to use Hornbill.

How long does a plan run?

Hornbill support packages are purchased over a 12-month period and are payable in advance. You then have the duration of the plan to call off any Expert Services credits that are included in the plan.

Do I need to purchase a plan for each Hornbill instance I have?

If you have more than one Hornbill instance, you are not required to purchase a support package for each instance so long as the named support contacts are the same across the instances. If, however, there is a distinctly different set of named support contacts or the number of contacts exceeds the maximum available under the support package in place, then you will need to purchase the additional cover.