Amp Product Support
Product support is included in your Amp Impact annual license. The level of support included in your Amp Impact license will vary depending on the product support package you have in your SLA. Below is an overview of the available product support packages.
Basic guidance from our dedicated support team to address Amp Impact product and feature functionality questions. Per Vera’s reasonable discretion, the client will be directed to an upgraded support plan or Managed Services plan for larger comprehensive support requests.
Troubleshoot Unexpected Behavior
Dedicated support for troubleshooting and fixing unexpected behavior in the Amp Impact product. The actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a bug fix, workaround, or any other solution in Vera's reasonable determination. If the cause of the unexpected behavior is identified to originate outside the core Amp Impact out-of-the-box functionality (customizations, data setup, etc), the resolution is not covered under the scope of this support.
Amp Impact Knowledge Base & New Releases
Access to all major/minor/maintenance product releases, feature release notes, and upgrade instructions. Access to the Amp Impact Knowledge Base, which includes user guides, installation guides, feature documentation, and customization guidance.
Community Events, Peer Learning Groups, & Webinars
Opportunity to participate in virtual and/or in-person events hosted by Vera Solutions, including Release webinars
Roadmap previews
Amp Impact virtual and in-person convenings
Peer learning groups
Upgrade Support
The level of upgrade support included in your license depends on the specific product support package included in your Software License Agreement (SLA). Below, you’ll find more details about the upgrade support included in each of the product support packages.
Product Support Level | Upgrade Support Hours Available | Details |
|---|---|---|
Standard Support | None | Standard product support is available to answer questions about product functionality and documentation (and to provide installation links), but no additional support is provided to conduct the upgrade itself. |
Premium Support | 10 hrs / upgrade | Premium Support includes 10 hours of Vera support (email or call support) to work with the customer’s system administrator who is conducting the upgrade. |
Premium Plus Support | Unlimited | With Premium Plus support, Vera will conduct the full upgrade from beginning to end. |
Important Notes
Support covers only core/documented Amp Impact out-of-the-box functionality
Issues caused by customizations or changes to the system are not covered
Change requests or new system features are outside the scope of Standard support
Standard Support does not include Vera-led configuration or testing for new releases or upgrades
Interested in Exploring These Options Further?
If you’d like to learn more or discuss these options in detail, reach out to your Customer Success Manager for assistance.