Essential Support
All Buddy customers have access to Essential Support at no extra cost. This includes:
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Live chat and ticket support for technical queries
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A robust self-serve Help Centre
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Ongoing efforts to improve your team’s ability to succeed independently with Buddy
Accelerate Your Success
Our Customer Success team can work with your team to ensure you achieve your payroll goals successfully.
This includes:
- Identifying team challenges and visibility to your team's support usage
- Tailor custom training for your team
- Work on achieving business goals and optimise your payroll workflows
Additional Success Plans
Choose from our available success plans to benefit from prioritised support and enhanced success plans
Priority Success Plan
For teams who want faster response times and better visibility.
The Priority Success plan guarantees a prioritised response, starting from a minimum monthly payment of £100*.
Below are the benefits provided for our Priority Customers:
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Higher Priority Support
Guarantee of a human reply within two business hours
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Access Rights to All Tickets
Our team will enable enhanced permissions for the account owner or admins to view tickets of all their organisations, even when they are not directly cc'd.
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10 Free Callbacks per Year
Dedicated admins can request callbacks for focused 1-1 technical support via a video call.
After a request is submitted, a calendar slot will be provided to the client within 2 business days, and tailored assistance will be given on the context provided.
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Annual Success Review
A once-a-year meeting that will review the previous year, identify the biggest challenges, and find a way forward to improve the clients' operations in their use of Buddy.
Premium Success Plan
For teams that value a more collaborative and proactive approach to their payroll management.
Starting from £250* per month, Premium Success includes items in the Priority Success in addition to the following:
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20 Free Callbacks per Year
An increased number of free technical callbacks per year
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Quarterly Success Review
A quarterly review to identify recent challenges, establish new goals and agree on ways to improve operations in the use of Buddy.
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Online Training Session (1 per Quarter)
Based on the needs of the staff, our team can organise a 1-1 or 1-many online training session. This will be tailored based on discussed goals, ideally identified within the Success Review.
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Quarterly Support Summary
Our team can send a summary of support tickets and response rates. Internally, we'll also track any requested features or identified difficulties so our agents can quickly view and discuss their status.
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Access to Beta Features
If Buddy has Beta Features, our team can enable them for premium clients on request. Please note that features may not always have a beta phase, and there are often periods without beta features.
Ultimate Success Plan
For teams who are ready to form a complete partnership and take their payroll to the next level.
The Ultimate Success plan builds on the Premium Support plan and dedicates one of our members to become your account manager.
Starting from £500* per month, the plan includes the following:
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Dedicated Account Manager
An account manager will be assigned to manage your success and will be the primary touch-point for any non-technical queries
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Unlimited Free Callbacks
No limit will be imposed on valid technical callback requests.
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Quarterly Success Review
A quarterly review to identify recent challenges, establish new goals and agree on ways to improve operations in the use of Buddy.
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Online Training Session (1 per Month)
A tailored training session will be offered on a monthly basis.
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Monthly Support Summary
Customers may request a Support Summary on a monthly basis
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Tailored Repository within the Help Centre
Our team can build a new category within the Help Centre that is only accessed by your team. This would primarily be approved by an assigned admin from your team, where collaboratively, common queries, short-trainings or SOPs can be placed on the Help Centre for your team to access.
Interested in Adding Value to Your Payroll?
Interested in opting into one of the available plans or requesting a customised enterprise agreement? Email our team at success@buddy.hr for further information.
*Note that the quoted prices are the minimum and will scale based on the organisational size and needs. Prices mentioned are not inclusive of VAT.