Managed Services

ACTO Managed Services

Partnership and Account Team

Standard

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Premium

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Access to Customer Success Manager

Dedicated Customer Success Manager

Dedicated Support Agent

Access to Medical Education Manager

Access to Senior Support Engineer

Access to Product and Industry Expert

Business Reviews and Best Practice Sharing

Standard

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Premium

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Executive Business Reviews

1

1

1

Best Practices Sharing

Executive Business Reviews with Custom Dashboards and Data Insights

2,3 or 4
(Annually)

2,3 or 4
(Annually)

Best Practices and Bespoke Expert Recommendations

Roadmap Review

In Depth Data Analysis and Follow up Revisions of Data Insights

In Person Business Reviews

Optional 1 per year included*

Optional 1 per year included*

Strategy, Audit & Planning

Standard

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Premium

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Planning for Change Management & Organizational Best Practices

Annual Planning and Industry Expert Adoption Guidance

Content Audit, Review and Tagging Support

Annual

Semi-Annual

Platform Health Checks

Annual

Semi-Annual

ACTO Maturity Assessment and Benchmarks

Data Science and Professional Services

Standard

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Premium

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Platform Admin Services and Support

Professional Services

15% discount

20% discount

Adhoc Custom Data Extracts

4 Credits Per Year**

12 Credits Per Year**

24 Credits Per Year**

Content Expiry Reports

 Quarterly Content Expiry Report

Quarterly Content Expiry Report

Product Education

Standard

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Premium

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Product Updates and Release Notes

Digital Self-Service Manuals and Trainings

Newsletters Updates and Access to Best Practice Webinars

Personalized Admin Training and Refresher Workshops

Annual

Semi-Annual

Quarterly

Personalized User Training and Refresher Workshops

Annual

Semi-Annual

Quarterly

Support Services

Standard

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Premium

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Access to ACTO Customer Support Portal

Technical Support

Online Portal, Email, Chat

Online Portal, Email, Chat

Online Portal, Email, Chat, & Phone

Online Portal, Email, Chat, & Phone

Response time

WIthin 1 business day for standard tickets

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 as available until Resolution

Updates provided every 2 hours until Resolution

Updates provided every 2 hours until Resolution

Dedicated 2nd Level Support

Ticket review and summary reporting

N/A

Monthly

Bi-Weekly

Weekly

Technical Support Services

Standard

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Premium

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

N/A

Optional

Optional

Optional

Technical Support to resolve issues related to custom code 

N/A

Optional

Optional

Optional

Solution hostingwithin ACTO Cloud 

N/A

Optional

Optional

Optional

  • * Additional T&M costs maybe associated for In Person BRs beyond the one included

  • ** 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