Managed Services

ACTO Managed Services

Updated on: October 12, 2023

Partnership and Account Team

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Communication Cadence with your Account Team

Bi-weekly - Monthly

Bi-weekly - Weekly

Weekly +

Dedicated Customer Success Manager (CSM)

Dedicated Support Agent

Business Reviews and Best Practice Sharing

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Executive Business Reviews

1 BR annually

Executive Business Reviews with Custom Dashboards and Data Insights

1, 2, 3 or 4
BR annually

1, 2, 3 or 4
BR annually

Roadmap Review

Standard Review

Standard Review

Personalized Deep-dive Review

Best Practices & Bespoke Expert Recommendations

Standard

In-depth Data Analysis & Follow-up Revisions of Data Insights

In-person Business Reviews*

Optional
(1 included per year)

Optional
(1 included per year)

Strategy, Audit & Planning

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Planning for Change & Organizational Best Practices

Adoption Guidance

Content Audit, Review, & Tagging Support

Annual

Semi-Annual

ACTO Maturity Assessment & Benchmarks

Health Checks & Strategic Expert Recommendations

Annual

Semi-Annual

Data Science and Professional Services

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Platform Admin Services & Support

Available at Additional Cost

Available at Additional Cost 

Professional Services Projects

15% discount

20% discount

Ad-hoc Data Extracts**

4 Credits Per Year

12 Credits Per Year

24 Credits Per Year

Product Education

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Product Updates & Release Notes

Digital Self-Service Manuals & Trainings

Newsletters Updates and Access to Best Practice Webinars

Personalized Admin Training & Refresher Workshops/Training Material

Semi-Annual

Tri-Annual

Quarterly

Personalized User Training & Refresher Workshops/Training Material

Annual

Semi-Annual

Support Services

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Access to ACTO Customer Portal

Technical Support

Online Portal, Email, Chat

Online Portal, Email, Chat, & Phone

Online Portal, Email, Chat, & Phone

Response Time

WIthin 1 business day for standard tickets

Within 6 hours for standard tickets

Within 4 hours for standard tickets

Critical Ticket Management

Updates provided as available until Resolution

Updates provided every 2 hours until Resolution

Updates provided every 2 hours until Resolution

Dedicated Level II Support

Ticket Review & Summary Reporting

Monthly

Bi-Weekly

Weekly

Technical Support Services

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Maintenance with Product Release - Update the developed code as required with product changes to ensure it will work seamlessly 

Optional

Optional

Optional

Technical Support to resolve issues related to custom code 

Optional

Optional

Optional

Solution hostingwithin ACTO Cloud 

Optional

Optional

Optional

* Additional T&M costs maybe associated for In Person BRs beyond the one included
** Ad-hoc Custom Data Extracts Additional Details:
  • 1 Time Data Extract = 1 credit
    • Pull data from the ACTO database
    • Customer will be provided the data in an Excel or CSV format upon their request
    • 1 Business Day turn around time
  • Recurring Data Extract = 2 credits
    • Pull data from ACTO Database
    • Customer will be provided the data in an Excel or CSV format upon their request
    • 2 Business day turn around time
  • Custom Report = 8 - 10 credits
    • Pull data from ACTO Database and translate it into customer specific formatting
    • Report can be developed with additional business logic to do mapping and translations of data (for Example certification status (approved, resubmit) -> (Certified, Not Certified))
    • Reports can be scheduled with automated delivery via SFTP, email, loading into ACTO content management system
  •