From April, new HCSS Budgeting and HCSS Accounting customers will enjoy access to new support packages that are more closely aligned with their needs.
When signing up for the software, new customers will be asked to choose either the Basic, Standard or Premier Success Plan based on their support requirements and organisation size.
Existing HCSS Budgeting and HCSS Accounting customers will not be affected by this change, they will continue to receive the same level of support that they have always received.
New three-tier support system
HCSS Education software is used by thousands of schools and academies across the country. In these organisations, there are thousands of users with different levels of experience that require different levels of support on education finance software.
HCSS Education is now tailoring its support packages so that they match more closely with customer needs.
All customers will still get a degree of access to HCSS Education’s fantastic Customer Support team, plus access to a comprehensive online knowledge base and online training content.
But the new three-tier support system recognises that some users want additional peace of mind when it comes to being able to access the Customer Support team and get a quick response.
It also recognises that some organisations, like multi-academy trusts (MATs), have more complex system requirements and so require more proactive support to help them get the most out the software.
All of HCSS Education’s support services are provided by their knowledgeable, UK-based support team, who work closely with finance and technical consultants to address customer problems.
The Basic Success Plan
The Basic Success Plan is included in the price of the software subscription. It allows users to access support online (via email and instant chat) with an SLA response time of up to two business days.
This plan suits individuals and teams that are confident using the system and don’t need access to the telephone support provided by HCSS Education’s Customer Support team.
The Standard Success Plan
The Standard Success Plan provides for a more responsive support service, which includes telephone and email support as well as priority response times to queries and ‘how-to’ questions.
This is HCSS Education’s recommended plan for standalone academies and direct schools customers who want peace of mind that they will be dealt with more quickly when there’s a problem.
The Premier Success Plan
The Premier Success Plan is a proactive package that includes the highest level of support for organisations with additional requirements, for example MATs.
Premier Success Plan customers will receive regular performance/service reviews to make sure they are using HCSS software to its full capacity. These organisations also get priority access to a named support analyst who will be the key port of call for any questions.
The Classic Success Plan
The Classic Success Plan covers all HCSS Budgeting and HCSS Accounting customers who came on board before 1 April 2017. For these customers, the support system will be the same as it has always been.