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Success Programs
A Team of Experts Completely Focused on Your Success
Apptio’s top priority is to ensure all customers are wildly successful. As the market leader in
Technology Business Management (TBM) our mission is to help you realize the full value of
your TBM investments with our Success Management Programs:
• Standard Success,
• Premier Success
• Premier Plus
ROI
These programs give you the resources needed to drive adoption of the TBM Hallmarks of
Success and achieve product and operational enablement. Apptio provides everything from
health checks and TBM best practices to Community resources and a world-class support
team.
Accelerate Your TBM Journey with
Standard Success
Key Benefits of Standard Success Program
• Unparalleled Experts: Apptio pioneered TBM. Our Success
Team is the best in the business with industry-proven best
practices to accelerate adoption and optimize performance.
Your investment in Apptio SaaS applications is about more than our
exceptional technology. It is about achieving desirable business
• Roadmap Plans for Ongoing Success: All customers receive a
TBM roadmap plan with quarterly reviews for continual value
realization.
outcomes that enable you to deliver a better service to end users.
That is why every Apptio customer receives our Standard Success
• Health Checks: Product model reviews ensure your system
performance, product usage, and technical architecture are on
track.
Program for post-implementation assistance and rapid time to value.
Standard Success includes resources on product and TBM best
• Superb Support: Our team of product and TBM experts provide
phone, email, and online assistance
practices, help setting up your TBM Operational Calendar, assistance
from our top notch support team, and product upgrades. You also
• Robust Community: Easily connect and collaborate with global
TBM peers for everything from best practices to product and
operational tips.
have access to technical forums, FAQs, usage statistics webinars, and
much more.
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Success Programs
Customize Your TBM Experience & Enhance Support with
Premier Programs
Apptio Premier Programs, Premier Success, and Premier Plus build on the value all customers
receive with the Standard Success Program. These outcome-focused, proactive subscription
services are for customers that prefer personalized attention and expedited support. They
include enhanced consulting and support services.
Key Benefits of Premier
Programs
• Personalized Mentoring: Apptio
Premier Programs are customized
for your business environment to
maximize ROI
• Assigned Expert: A partner by your
side that tailors services to your team
and TBM goals to drive success.
Assigned Expert to Drive Success
Premier Success and Premier Plus offer a high-touch partnership between you and Apptio,
with services specifically tailored to your organization’s needs. You are assigned an Apptio
Customer Success Manager or Customer Success Advisor who provides TBM and solution
• Enhanced Support: Includes 24x7
phone support, “How-To” questions
and expedited response times to
maximize uptime.
expertise customized for your business environment, including:
• Coaching on TBM adoption
• Coaching on Apptio product usage
• Guidance on monthly data load activities and operations
• Advice on best practices specific to your environment
• Success plans focused on your value objectives
• TBM Hallmark Assessments quarterly to ensure you are on track
• Guidance on new software releases
• Assurance your team is confident and ready for on-going success
Which Premier Plan Is Best for
My Team?
Enhanced Support & Faster Response Times
Premier customers receive expanded support services including:
• Premier Success is for customers
using Apptio’s standard applications.
• 24x7 phone support for up to five contacts
• Premier Plus is for customers
implementing custom Apptio
applications. Premier Plus advisors
are Apptio’s most senior, experienced
TBM and technical product experts.
• Phone support for “How-To” questions
• Expedited response times (30 minutes for severity 1 issues
• Priority status for escalations and upgrades
©2015 Apptio, Inc. All rights reserved.
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Success Programs
Comparison of Apptio Success Plans
Compare Standard Success, Premier Success, and Premier Plus to find the right plan for your company. Our most successful customers take
advantage of a Premier plan to realize the full value of their Apptio investment.
STANDARD
SUCCESS
PREMIER
SUCCESS
PREMIER
PLUS
(Included with all
Apptio Solutions)
(Optional)
(Optional)
Annual
Quarterly
Quarterly
Monthly
Weekly
Weekly
2
5
5
Personalized Assistance
Post-Implementation Assistance from Success Management Team
Health Checks
Assigned TBM/Product Experts
Services Customized for your Business Environment
TBM Architecture Consulting from a Senior Expert
Technical Architecture & Configuration Consulting from a Senior Expert
TBM & Product Mentoring
Apptio Community & Webinars to Drive TBM Adoption
Apptio Community & Webinars to Enable Product and Operational Success
TBM Hallmark Assessments
Mentor Team to Drive TBM Adoption & Best Practices
Mentor Team to Achieve Product & Operational Success
Guidance on Software Releases
Guidance on Custom Models, Allocations, & High Data Complexity
Custom Success Plans for TBM Governance, Business Architecture,
Roadmap, Processes, & Insights
TBM Annual Conference Registration for One (1) Attendee
Support
Apptio Community & Webinars
Online Release Notes, Technical Forums, FAQs, & Usage Statistics
Guidance on Apptio Environments, Staging Architecture, & Operational Calendar
Application Performance Checks
Authorized Contacts
Phone Support for Apptio break fix issues 12x5 (customer time zone 6am - 6pm)
Enhanced Phone Support for “How-To” Questions 24x7
Preferred Support Response & Escalations/Upgrades
Apptio is the leading provider of cloud-based Technology Business Management (TBM) software that helps CIOs manage the business of IT.
For more information, visit the Apptio website or the Apptio blog at www.apptio.com.
©2015 Apptio, Inc. All rights reserved.
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