> For the complete documentation index, see [llms.txt](https://docs.userlane.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.userlane.com/support/scope-of-customer-value-services.md).

# Scope of customer value services

What customer value services include at each support level, and where the managed service begins.

{% hint style="info" %}
**Scope.** This article covers the customer value services available under the Userlane Support and Success Fee. It does not cover [response times](/support/support-response-times.md), [uptime commitments](/support/application-uptime.md), or the terms of the Managed Service (Adoption as a Service). The binding terms are in the service level agreement (SLA) and the Order Form.
{% endhint %}

Userlane offers two levels of support under the Support and Success Fee: standard and premier. Both levels include system monitoring, ticket support, and email support. The premier level adds a dedicated Value Architect[^1], priority queuing, web meeting assistance, and response times backed by the SLA.

The Order Form identifies which level applies to your subscription. If the Order Form does not name a level, the subscription defaults to standard.

## Support levels

<table><thead><tr><th width="339.3931884765625">Feature</th><th align="center">Standard</th><th align="center">Premier</th></tr></thead><tbody><tr><td>24/7 service availability monitoring</td><td align="center">Included</td><td align="center">Included</td></tr><tr><td>Online ticket support</td><td align="center">Included</td><td align="center">Included</td></tr><tr><td>Email support</td><td align="center">Included</td><td align="center">Included</td></tr><tr><td>1:1 web meeting assistance</td><td align="center">Not included</td><td align="center">Included</td></tr><tr><td>Priority queue access</td><td align="center">Not included</td><td align="center">Included</td></tr><tr><td>SLA-based response times</td><td align="center">Not included</td><td align="center">Included</td></tr><tr><td>Dedicated Value Architect</td><td align="center">Not included</td><td align="center">Included</td></tr></tbody></table>

## What customer value services include

Customer value services are the work your Value Architect does with you across the lifecycle of your Userlane deployment, from onboarding through renewal and expansion. These services come with the premier level of the Support and Success Fee.

<table><thead><tr><th width="213.3541259765625">Service</th><th>What it covers</th></tr></thead><tbody><tr><td>Onboarding planning and governance</td><td>A structured onboarding plan covering the technical landscape, timelines, and responsibilities for both sides.</td></tr><tr><td>Starting point and goals</td><td>A joint plan that links business goals to Userlane milestones, so the deployment has a measurable target before it goes live.</td></tr><tr><td>Quarterly business review</td><td>A structured review of usage data, milestones reached, and next steps. Covers both what is working and what needs to change.</td></tr><tr><td>Adoption and engagement monitoring</td><td>Ongoing review of how users interact with Userlane, with early flags when trends shift or gaps appear.</td></tr><tr><td>Technical health review</td><td>Periodic review of configuration, content structure, and integrations. Catches issues that accumulate as the deployment grows.</td></tr><tr><td>Best practice consulting</td><td>Guidance on content design, audience targeting, and process design, drawn from Userlane's implementation experience.</td></tr><tr><td>Product updates and feature enablement</td><td>When new features ship, your Value Architect walks through what changed and how it applies to your setup.</td></tr><tr><td>Support coordination and escalation</td><td>When a support issue needs more than the standard path, your Value Architect coordinates with the technical support team to resolve it.</td></tr><tr><td>Expansion and change planning</td><td>Planning support when a new business unit, application, or user group is added, so the deployment scales with the organization.</td></tr></tbody></table>

The premier level includes two hours of Value Architect services and two hours of technical support services per month, and two Executive Alignment meetings per year.

All services are delivered remotely through video meetings, email, or shared planning tools, and are available in English and German. How often you meet depends on the project phase: typically monthly during onboarding and implementation, and quarterly during the ongoing run phase.

## What is not included

Some services fall outside the scope of customer value services. These are available separately.

<table><thead><tr><th width="293.26214599609375">Service</th><th>Where it sits</th></tr></thead><tbody><tr><td>Content creation (building or maintaining guides, tooltips, announcements)</td><td>Implementation or Managed Service (Adoption as a Service)</td></tr><tr><td>Application programming interface (API) and single sign-on (SSO) configuration</td><td>Implementation (Module 1, Technical Setup)</td></tr><tr><td>Custom analytics or reporting</td><td>Not a standard offering; discuss with the account team</td></tr><tr><td>Project or program management</td><td>Not a standard offering</td></tr><tr><td>On-site engagement</td><td>Separately scoped on request</td></tr></tbody></table>

## Relevant articles

{% content-ref url="/pages/2IDQz46CLETPMDXEl0nP" %}
[Support response times](/support/support-response-times.md)
{% endcontent-ref %}

{% content-ref url="/pages/bLqp5YEJTjn9WiOgG01B" %}
[Application uptime](/support/application-uptime.md)
{% endcontent-ref %}

{% content-ref url="/pages/x0VOtqZaqLMPxH6L3eGw" %}
[Contact and escalation](/support/contact-and-escalation.md)
{% endcontent-ref %}

## FAQ

<details>

<summary>What is the difference between standard and premier support?</summary>

Standard support includes 24/7 monitoring, ticket support, and email support. Premier support adds a dedicated Value Architect, priority queue access, 1:1 web meeting assistance, and response times defined in the SLA.

</details>

<details>

<summary>Is a Value Architect included with every subscription?</summary>

No. The Value Architect comes with the premier level of the Support and Success Fee. Standard subscriptions do not include a dedicated Value Architect.

</details>

<details>

<summary>Can content creation be purchased separately?</summary>

Yes. Content creation is available through Implementation (a one-time service) or through the Managed Service (Adoption as a Service), which is a recurring service sized per application.

</details>

<details>

<summary>Where are the binding terms for these services?</summary>

In the SLA and the Order Form. Contact your Userlane account team for the current versions.

</details>

[^1]: The Value Architect scopes the adoption work, sets up measurement, and proves results at the quarterly review. This role is defined in the Order Form.


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