Customer Care

Your customers are your most important asset, and that’s why you have invested in RightNow CX, the customer experience suite. Protect your RightNow investment and keep your business running effectively and efficiently with RightNow Customer Support Packages that are tailored to meet your business needs.

Your support needs are as individual as your business, so RightNow offers you three levels of support designed to give you choice and flexibility: Premier, Select, and Preferred.

All levels of support are provided by a team of Customer Care Engineers who embrace our mission of powering great customer experiences by delivering world-class customer service and support. In addition, we provide you the opportunity to invest in one or more of our dedicated support options delivered by our Premium Care Account Specialists so you can experience even more value and enhanced levels of service. These specialists become a single point of contact for you, experts in your environment, and ensure cross-functional awareness of your business needs as well as consistency in process and channel for all customer care issues.

Premier Support

Premier Support is the highest level of customer support offered by RightNow. Designed to meet our customers’ most mission-critical needs, Premier Support minimizes risks through the industry’s fastest service level targets (SLTs) for the fastest support response and resolution times, and drives maximum system availability through best-in-class hosting uptime targets, availability monitoring, and service credit thresholds. In short, Premier Support ensures maximum return on your RightNow investment. In addition, you receive hands-on upgrade support that includes regularly scheduled status meetings. Premier Support requires the purchase of one of the Premium Care Account Specialist tiers.

Select Support

Select Support provides our second highest level of support and hosting SLTs for your mission-critical operations. As with Premier Support, it includes self-service, web, email, and phone support. You also have access to a RightNow technical migration manager to assist with your upgrades and ensure a smooth upgrade experience. Select Support includes an option to add one of the Premium Care Account Specialist tiers to further tailor your support needs.

Preferred Support

Preferred Support is the foundation for all RightNow Customer Support Packages, with stated SLTs for support response and resolution, as well as hosting uptime targets, availability monitoring, and service credit thresholds, ensuring reliable support and a return on your RightNow investment. In addition to self-service, web, email, and phone support, you are provided technical support for any RightNow-developed customizations and general support of any upgrade process questions. Preferred Support also includes an option of adding one of the Premium Care Account Specialist tiers to further tailor your support needs.