Premier Support

Maximize the return on your investment with Premier Support. In addition to all Standard Customer Support services, Premier Support clients have access to the expertise of a designated Premier Support Engineer (PSE) and exclusive tools designed for the needs of larger or more complex operations.

Features of Premier Support include

Access to designated PSE and the Premier Support team
Advance updates on upcoming product releases, regulatory or API changes, and testing opportunities
Support case analysis and trend analysis with expert recommendations
Exclusive admin tools designed for larger or more complex operations
System scalability best practices guidance and recommendations
User experience performance analysis and reporting
Weekly technical business review sessions

Premier Support service levels:

We offer two plan options: Premier Gold and Premier Platinum

Some Key Features	Gold Plan	Platinum Plan

Designated Premier Support Engineer (PSE) Allocation	25%	50%
Test Environments	Up to 3	Unlimited
SLA for Critical Support Response	Phone/Chat = 10 minutes	Phone/Chat = 5 minutes

For full plan benefits, see Premier Support Datasheet.

Specialized offerings: Add-ons for even greater efficiency

Virtual Admin

Get 24x7 support (Severity 1 issues) and the ability to have faster initial response times. You also have the option to purchase additional services, such as Tech Pulse and Virtual Admin Hours. Read less Read more

Features

Review and creation of general business rules.
Create and/or review of input form list(s).
Review of loan templates.
Review of plan codes and impact of being tied to loan programs.
Full review of template sets to ensure maximum efficiencies.
Organization of document sets, including: e-folder setup, e-disclosure packages, and additional documents based on state disclosure matrix.
Knowledge transfer review of company user setup for best use of hierarchy, user groups, roles, and milestones.
Review of fee mapping section and Mavent functionality.

Tech Pulse

A consultative approach led by a Senior Technical Engineer, who provides a thorough analysis report and walk through of your environment, along with remediation recommendations. Read less Read more

Features

Top-down analysis of your environment by transaction type.
Network dependency analysis, including drill down to local performance and diagnostics.
Workstation configuration and logging analysis to:
- Identify trends, common error messages, and other key data points or issues that may be slowing down your environment.
- Isolation of performance bottlenecks.
Review of Encompass configurations and customization.
Analysis of workstation capability.
Reporting and recommendations for improving performance and support.
Follow-up call and walk through of findings.
Report on the impact of system changes following completion of the Tech Pulse engagement.

Managed Success Plan

A light, subscription-based version of Enterprise Tech Support. Leverage a Customer Success Manager, a Customer Success Engineer, and Virtual Admin to help you clarify and execute business goals. Read less Read more

Features

Monthly check by a Customer Success Manager on the progress of key project goals, and proactive sharing of upcoming release information and dates.
Customer Success Engineers provide Virtual Admin help, including:
- Encompass admin review and creation of general business rules.
- Creation and/or review of input form list(s).
- Review of loan templates.
- Review of plan codes and the impact of being tied to loan programs.
- Full review of template sets to ensure maximum efficiencies.
- Organization of document sets, including: e-folder setup, e-disclosure packages, and additional documents based on state disclosure matrix.
- Review of fee mapping section and Mavent functionality.

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Premier Support

Features of Premier Support include

Premier Support service levels:

Specialized offerings: Add-ons for even greater efficiency

Fully leverage your ICE Mortgage Technology investment