Tray Success Plans

Maximize Your Tray ROI

Tray cares deeply about the success of our customers. That’s why every customer gets a Standard Success Plan for guidance, support, and training. Customers who require more assistance take advantage of Premium Success Plan. Our Supreme Success Plan is designed for organizations that have put Tray at the core of their processes and want to ensure continuous success.

Success Plans

  • Standard Success Plan

    Complementary

     Included in all tray editions

  • Premium Success Plan

    $675

     / month

    • Guidance

      Collaborative development support and advice for 2-hours a month

    • Training

      Instructor-led virtual training

    • Product Support

      In-app chat

      Screen sharing

      Product support response time of 2-business days

      System support initial response time
      by case severity level:

      Severity 1: 4-hours
      Severity 2: 16-hours
      Severity 3: 24-hours
      Severity 4: 36-hours

  • Supreme Success Plan

    $1,175

     / month

    • Guidance

      Named customer success manager 

      Support and advice for 3-hours a month

    • Training

      Custom training options

    • Product Support

      Phone Support

      Dedicated Slack support channel

      Screen sharing

      Response time of 1-business day

      System support initial response time
      by case severity level:

      Severity 1: 1-hour
      Severity 2: 3-hours
      Severity 3: 12-hours
      Severity 4: 24-hours

The Details

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.

Guides

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

Success Communities

Get access to the Tray community to exchange ideas and tips and tricks with users and Tray experts.  

Named Customer Success Manager

Work with a Tray pro that knows you and your organization’s needs. With this consistent relationship, you’ll get advice that is uniquely tailored to you. 

Training

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

Getting Started Training

Self-paced training via online tutorials with videos, gifs or step-by-step documentation.

Instructor-Led Virtual Training

Learn how to use Tray for common situations taught by a Tray product expert. Delivered in an interactive webinar format to a small group of users. 

Collaborative Development

Learn how to build your dream automation via collaborative development with a Tray expert delivered through screen-sharing.

Product Support

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

Severity Level Definitions

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

System critical alerting

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

FREQUENTLY ASKED QUESTIONS

Will a Tray expert build my workflows for me as part of a success plan?

If you require turnkey automation of processes we would recommend looking into Tray Configuration Consulting services. Success Plans are designed to provide guidance and assistance to customer who want to become experts in automating workflows.