ActivTrak's Support Plans
Help Center Team
ActivTrak has you covered with a wide range of Support plans to meet your needs and ensure success. By default, all ActivTrak subscriptions come with our Digital Support plan. If you require additional coverage, we also offer our industry-leading Premier and Signature support plans. Compare plans and read details about each offering below.
Support Plans Overview
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Quick Start (Onboarding) |
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Guided Onboarding Support |
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Technical Account Configuration & Tuning |
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Live Stakeholder Training |
4 Sessions |
2 Sessions |
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Change Management Toolkit |
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Implementation Planning Workshop |
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Technical Support (Ongoing) |
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24/7 Access to the |
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24/7 Access to the |
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24/7 Live Chat & Email Support |
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Weekday Live Chat Support (M-F 8 am - 6 pm CT) |
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Weekend Live Chat Support (Sat. & Sun. 8 am - 6 pm CT) |
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Email Support (M-F 8 am - 6 pm CT) |
Avg. response time < 4 hrs. |
Avg. response time < 8 hrs. |
Avg. response time < 12 hrs. |
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Phone & Remote Support (Available for open cases) |
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Annual Technical Health Check |
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Dedicated Technical Account Manager (TAM) |
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Priority Ticket Routing |
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Integration Support & Customized BI Dashboards |
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Advisory Support (Ongoing) |
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Dedicated Customer Success Manager (CSM) |
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Business Reviews |
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Training Vouchers |
4 Vouchers |
2 Vouchers |
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External Productivity Benchmark Comparison |
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Expert Insights into Your Productivity Trends |
2 Productivity Assessments |
2 Productivity Snapshots |
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Insights to Action Workshop |
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Digital Support
Ideal for: Organizations needing basic, self-serve support during standard weekday business hours. (Note: Digital Support is included by default for all ActivTrak subscriptions). Organizations with basic analysis needs and/or internal resources available to conduct customized analyses internally.
Plan includes: Full access to our Technical Support team during standard business hours as well as 24/7 on-demand access to technical documentation in the ActivTrak Help Center and training materials in the ActivTrak Academy.
Premier Support
Ideal for: Organizations who desire enhanced technical support, escalations and productivity insights in addition to ActivTrak’s best-in-class product, but are looking for a lighter touch for ongoing technical and advisory support (when compared to Signature Support).
Plan includes: All Digital Support plan features plus full access to live chat support on weekends (Saturday - Sunday 8 am - 6 pm CT), a guided Quick Start onboarding experience, triage-based routing, two live training sessions, annual technical account configuration and tuning and access to a dedicated Customer Success Manager (CSM). Additional details are below:
Guided Onboarding
ActivTrak Onboarding sets customers up for success by providing timely, high-quality technical implementation, organizational enablement and adoption support. Guided onboarding educates, enables and empowers ActivTrak users across all organizational levels to ensure a successful and productive journey toward working wiser.
Technical Account Configuration and Tuning
Whether you are looking for best practice configuration guidance during the initial account setup stage or you need help fine-tuning your existing environment based on your specific organizational needs, our team of experts will be available to assist you.
Dedicated Customer Success Manager (CSM)
A Customer Success Manager (CSM) will be assigned as your direct point of contact for all account inquiries not related to break-fix support. This includes product training (using vouchers) & general best practices, subscription changes and product discussions. Your CSM will also provide cadence calls as agreed upon and ensure an understanding of your business and what solutions and strategies are required to achieve that success.
Business Reviews
Conducted in coordination with your CSM, TAM, Product leadership and Account Executive, business reviews are designed to assess your progress toward goals and surface opportunities to further optimize your use of ActivTrak and related business outcomes. Each Business Review includes a Productivity Snapshot to uncover insights and opportunities across key productivity metrics.
Productivity Snapshot
Designed to quickly assess progress toward goals and surface opportunities to drive further business value, Snapshots provide a high-level comparison of key productivity metrics against recent quarterly productivity benchmarks.
Training Vouchers
Training vouchers provide you with the flexibility to train additional stakeholders on ActivTrak after your initial onboarding training has been delivered. To redeem, reach out to your CSM and let them know you’d like to use one of your training vouchers. Vouchers can cover Platform, Leadership, Manager, Employee or Train-the-Trainer sessions. Premier Support is eligible for two training vouchers every 12 months.
Annual Technical Health Check
Ensure your environment is running at its most optimal capacity and maximize your ActivTrak investment with a Technical Health Check. Our team of experts will dive into every aspect of your configuration and provide a detailed report with actionable recommendations to improve reporting accuracy and optimal insights.
Signature Support
Ideal for: Larger organizations who desire first-class technical support, escalations and productivity insights in addition to ActivTrak’s best-in-class product. Signature Support provides faster response times and expanded touchpoints for ongoing technical and advisory support (when compared to Premier Support).
Plan Includes: All features from Digital and Premier as well as 24/7 access to our live chat support, a dedicated Technical Account Manager (TAM), priority triaging, Quarterly Business Reviews, two additional Training Vouchers (four total), two additional Live Training sessions (four total) access to help for data customization projects and more! Additional details are below:
Dedicated Technical Account Manager (TAM)
A dedicated Technical Account Manager (TAM) will be assigned as your direct point of contact for all technical account concerns. Your TAM will be a technical liaison between you and the ActivTrak team to ensure all inquiries are reviewed and resolved in a timely manner. Your TAM will also provide proactive outreach around product updates and relevant product information as necessary to ensure all of your needs are met.
Integration Support and Customized BI Dashboards
Whether you are looking for customized visualization of ActivTrak data in BI platforms such as Power BI, Tableau or Google Data Studio, or need expert advice on integrating ActivTrak data with other data sources, Signature Support includes 10 hours of data and solution architecture services to set those special projects in motion.
Productivity Assessments
Led by our Productivity Lab experts, Productivity Assessments provide point-in-time and trend analysis of key productivity metrics, process, technology usage and comparison to industry-specific benchmarks to surface additional insights and opportunities.
Insights to Action Workshop
Led by our Productivity Lab experts, the Insights-to-Action Workshop is designed to accelerate your journey with ActivTrak. They will uncover critical productivity insights, prioritize interventions and jointly develop a 90-day roadmap for you to capitalize on areas of opportunity and generate tangible ROI.
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