ACTO Managed Services
Updated on: October 12, 2023
Partnership and Account Team
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
Select
Premium
Signature
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
* 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