ACTO Managed Services
Partnership and Account Team
Standard
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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