Customer Success Subscriptions
Access to support knowledge and expertise to maximize your Kasm Workspaces solution
A Customer Success Subscription goes beyond the bug fixes, security patches and feature updates that are included with your Kasm Latam Workspaces software maintenance agreement. These subscriptions provide you with the additional knowledge, tools and resources to optimize the use of Kasm Latam Workspaces for your specific business use-cases. Subscriptions are tiered by support channels, response times and resource availability.
A Customer Success Subscription is included as a part of a Kasm Cloud Business SaaS (Subscription based upon SaaS type) or available as an add-on component for a self-managed Kasm Latam Server deployment (Cost is based on a percentage of your software license).
| Community | Standard | Premium | Enterprise | |
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| Cloud Business SaaS Tier | – | Standard SaaS | High Assurance SaaS | Enterprise SaaS |
| Self-Managed Server Add-On (% of License Cost) | N/A | 20% | 40% | Custom |
The Customer Success Subscriptions define the customer support service level agreement (SLA) response times and define which of the customer service components are included with your software licenses.
| Community | Standard | Premium | Enterprise | |
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| Response Time (SLA)* | N/A | Next-Day | Same-Day | 1-hour |
| Software Updates, Patches & Feature Updates |
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| Knowledge Base |
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| Documentation |
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| Instructional Videos |
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| Community Issue Board |
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| Support Portal – Manage/Submit Requests | – |
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| Standard Support Hours (M-F 8 AM to 5 PM EST) | – |
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| Cybersecurity & Compliance Guidance | – | – |
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| Phone Support & On-call Availability | – | – |
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| Non-Business Hours Professional Services | – | – |
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| Hands-On Response & Project Personnel | – | – | – |
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*Response Time Notes: For support requests submitted during Standard Support Hours (Monday – Friday – 8 AM to 5 PM Eastern) Next-Day is within the next calendar business day, Same-Day is within the same business day (Unless within the last 2 hours of the working day, which would then be within the first 4 hours of the next business day) and 1-hour is within 1 hour during Standard Support Hours and 4 hours outside of Standard Support Hours
Engage with the Kasm Latam Workspaces Community
- +52 55 3155 6749
- Boulevard Manuel Ávila Camacho 36 piso 10, Col. Lomas de Chapultepec, Mexico 11000, CDMX
- luis.perez@neogenesys.com
