Tray Embedded

Success Plans

Maximize your ROI with Tray Embedded

At Tray.io, we care deeply about the success of our customers. That’s why our Premium Success Plan also comes with a named solution architect who provides personalized consulting and response time SLAs. Our Supreme Success Plan comes with more one-on-one consulting, faster support SLAs, and your very own project manager to ensure successful delivery.

Tray Embedded Teams
The Tray platform has callable triggers

Premium

Guidance

  • Dedicated Slack channel
  • Named account manager

Consulting

  • 4 hours of 1:1 virtual consulting per quarter
  • Named solutions architect

Support

  • Severity 1 = 4 hour response time
  • Severity 2 = 16 hour response time
  • Severity 3 = 24 hour response time
  • Severity 4 = 36 hour response time

Additional product support

  • 36 hour response time
Tray.io's professional package is custom and tailored to you

Supreme

Guidance

  • Dedicated Slack channel
  • Named account manager
  • Named program manager

Consulting

  • 12 hours of 1:1 virtual consulting per quarter
  • Annual account assessment
  • Named solutions architect

Support

  • Severity 1 = 1 hour response time
  • Severity 2 = 3 hour response time
  • Severity 3 = 12 hour response time
  • Severity 4 = 24 hour response time

Additional product support

  • 12 hour response time
Hit your target with the Tray.io platform

The Details

Account management 

Your dedicated account manager ensures you can maximize your ROI from Tray Embedded. They check in regularly to ensure you’re receiving the highest-quality service, help you uncover new opportunities for leveraging Tray Embedded, and guide you through the renewal process.

Solutions architect

Your solutions architect is your go-to technical resource. They provide technical guidance, virtual consulting, and troubleshoot problems with you. 

Program management 

Program managers quarterback your implementation projects, coordinating customer calls and internal Tray resources to ensure you can deploy on time.

Guidance

Exclusive access to success programs and 1:1 engagements through programs and success managers to provide you with best practices, adoption strategies, proactive recommendations, and release readiness.

Product support

If you get stuck, we’ll pick up the phone or your Slack request at any time of the day and deliver a quick turnaround time. Whether you have technical issues or how-to questions, our technical specialists provide you expert answers.

Critical system alerting

24-hour monitoring of all critical systems events. Includes uptime monitoring and proactive alerts on the performance of your integrations.

Training

Learn how to get the most of your investment with training from our experts. Whether you’re looking for best practices, product knowledge, or tips and tricks, our training is designed to up-level your integration capabilities.

Knowledge transfer

Learn best practices that will prepare you and your team to maintain or enhance your integrations yourself, as well as enable other team members to quickly learn.

Getting started training

Onboard at your own pace with training via online tutorials with videos, gifs, and step-by-step documentation.

Guides

Get step-by-step instructions and tips in our knowledge base to guide you along the way.

FAQ

What’s the difference between a Tray Embedded success plan and professional services?

Professional services provide hands-on, development support based on your requirements. Success plans offer guidance, coaching, and co-development advice.

Does the Premium Success plan come standard with my Embedded account?

Yes, the Premium Success plan is included with your purchase of Tray Embedded Integration Manager and Tray Embedded Native. You have the option to upgrade to the Supreme plan at any time.

How do you define the support severity levels?

Severity 1 - Critical Production issue affecting all users; system unavailability; data integrity issues

Severity 2 - Urgent Persistent issue affecting many users; major functionality is impacted; significant performance degradation

Severity 3 - High System performance issue or bug affecting some but not all users

Severity 4 - Medium Inquiries about routine technical issues; information requests on application capabilities, navigation, installation, or configuration

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