How Post-Sale Tiering is Structured as a part of the 2024 Pricing & Packaging
This card covers how we'll determine post-sale service tiers as a part of the new pricing and packaging which goes into effect on 01st July 2024.
For additional information, see General Tier 4 FAQs – Post-Sale Updates, Effective November 2023, AE FAQs – Post-Sale Updates, Effective November 2023, as well as the Pricing and Packaging Handbook 2024.
How we'll determine post-sale service tiers for customers on new SKUs:
Tier | Customers | ARR |
1 | All customers spending >$50k or customers with an approved service type override | >$50k |
2 | All customers spending $20k-$50k or customers with an approved service type override | $20k-$50k |
3 | Any customer of an approved reseller partner, academy, or account otherwise served by a Partner Success Director bearing ARR | N/A |
4 | Any customer spending <$20k on any product or any customer of an approved reseller partner | <$20k |
Another look: How we'll determine post-sale service tiers
The content curation and consulting services we provide our customers – according to their SKU and service tier.
Post-sales tier rules for customers purchasing multiple license types:
- If at least 25% of licenses purchased are Premium Pro, customer will fall into Premium Pro post-sales support tier (Tier 1-3, depending on ARR)
- If less than 25% of licenses purchased are Premium Pro, but at least 25% of licenses purchased are Premium Essentials, customer will fall into Premium Essentials post-sales support tier (Tier 2-4, depending on ARR)
- If neither of the above are true (i.e. customer is purchasing over 75% compliance licenses), customer will fall into Compliance post-sales support tier (Tier 4)
What if customer's are signing on using our legacy SKUs?
For new customers that are signing up with legacy SKUs, they will be assigned to tiers based on the previous rules that were in place prior to the Jan 15 launch of new pricing and packaging. Tier assignments are summarised below: