Success and Support Programs

Expert Service to Maximize Value and Minimize Risk

Drive Adoption and Maximize Valuable Usage of Kapost across Your Organization

StandardMost Popular

$ 99

Per Month
Success Team

Customer Success Manager

Executive Business Reviews

2 remote per year
Kapost attendees: CSM

Asset Migration & Tagging

Not included in standard program, available a la carte

Support

Email Support
Online access to Kapost’s Knowledge Center, Customer Community, Self-service support portal, and live and recorded education webinars

Support Hours

M-F 9AM-5PM MST excluding holidays

Support Response Times

4 hours – Critical
8 hours – High
16 hours – Medium
24 hours – Low

PremierPremier

$ 99

Per Month
Success Team

Customer Success Manager
Technical Account Manager

Executive Business Reviews

2 onsite; 2 remote per year
Kapost attendees: CSM, TAM

Asset Migration & Tagging

1,000 assets per year, supplementary bundles available for purchase a la carte

Support

Everything included in Standard program, plus:
Chat support via Kapost’s support portal during Premier Support Hours

Support Hours

M-F 7AM-6PM MST excluding holidays

Support Response Times

1 hours – Critical
4 hours – High
8 hours – Medium
24 hours – Low

Premier+Premier+

$ 99

Per Month
Success Team

Customer Success Manager
Technical Account Manager

Executive Business Reviews

4 onsite per year
Kapost attendees: CSM, TAM, SVP of Success*

Asset Migration & Tagging

Unlimited asset quantities

Support

Everything included in Premier program, plus:
Phone support during Premier+ Support Hours
Remote live support & troubleshooting via website

Support Hours

M-F 7AM-6PM MST excluding holidays
Add-on option: 24×7 technical support for critical issues (additional cost applies)

Support Response Times

30 mins – Critical
2 hours – High
4 hours – Medium
24 hours – Low

*SVP of Success attends 1 onsite per year

Key Kapost Roles

Customer Success Manager (CSM)

  • The “how” of Kapost, education, value, adoption
  • Enabling resolution of business problems through user training & advocacy
  • Customer advocate to Kapost’s Technical Support and Product & Engineering teams
  • Single Point of Contact (SPOC) for product how-to, FAQ, functionality, best preactices
  • Onboard new Kapost users as they are introduced to the platform

Technical Account Manager (TAM)

  • Single Point of Contact (SPOC) responsible for ensuring that all of the customer’s Technical Support needs are met
  • Provide consulting on integration planning & implementation
  • Engages with Technical Support and Product/Engineering to advocate for customer and drive technical issues to resolution
  • Technical support performance reports — case metrics, customers satisfaction surveys

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