Success Plans

Maximize your ROI with the Tray Platform

At Tray.io, we care 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 the Tray Platform at the core of their business and want to ensure continuous success.

Success Plans

Connect your SaaS services with Tray

Standard

Complementary

Included with all Editions

GUIDANCE

Guides and documentation

TRAINING

Getting started training

PRODUCT SUPPORT

Online case submission

Response in 2 business days

System critical alerting

The Tray platform has callable triggers

Premium

$1,350

monthly

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

$2,350

monthly

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.io community to exchange ideas and tips and tricks with users and experts on the Tray Platform.  

Named Customer Success Manager

Work with a 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, and step-by-step documentation.

Instructor-Led Virtual Training

Learn how to use the Tray Platform for common situations taught by one of our product experts.

Collaborative Development

Learn how to build your dream automation via collaborative development with an expert on the Tray Platform 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 technical specialists 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.

FAQ

Will an expert on the Tray Platform build my workflows for me as part of a success plan?

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

Resources

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