How to submit a Premier Success Request (PSR) to engage the LogicGate Professional Services Team for technical Risk Cloud Support.
Premier Success is a recurring service that provides customers with technical support and Power User training in Risk Cloud. Included in the service is the ability to request technical support in the form of a Premier Success Request (PSR) performed by the Professional Services team for any Application in their Risk Cloud environment, limited to six (6) PSRs per month. Unused PSRs do not roll over.
Customers must purchase Premier Success for access to PSRs. Once the stakeholder has identified the activity required, they must create and submit a PSR via a link provided by their account team (CSM, Go-Live, Professional Services team).
Additional information about the service can be found here.
Submit a Premier Success Request
Click the link provided by the account team to kick of a Premier Success Request (PSR). Fill out the PSR form including the Request Type and Priority. For more information, see below.
Once the PSR is submitted, the customer is notified their PSR has been received. The Manager for each Territory will review the PSRs and assign work accordingly.
Upon receipt of the PSR, the Record has four possible Routes. The PS Manager will open the Record in the Request Received Step and determine the route of Record:
- By default, it will move forward to Request in Progress and be assigned to one of the PS team members.
- If Request Status Equals “On Hold”, the Record will be routed to the Request On Hold Step
- If Request Status Equals “Invalid Request”, the Record will be routed to the Invalid Request Step and the PS team members will follow up with the customer.
- If Request Status Equals “More Information Needed from Requestor”, the Record will be routed back to the Customer to the Additional Information Required Step.
After the Request is fulfilled, the assigned PS Team Member will summarize the updates, including testing instructions, in the Premier Success Request Record and an automated email will be sent to the customer notifying them of completion.
Customers are required to log back into the PSR system to confirm requirements of PSR. If requirements were not met, PSR routes back to the PS member to make additional updates.
Understand Request Types
PSRs are limited to:
- Data Management Activities: bulk import, bulk mapping, mass record updates, mass field changes / additions.
- Report Assistance: creating new reports and updating or troubleshooting existing reports.
- Expert Troubleshooting: records, application configuration, access, or automation.
- Minor Application Build Updates: form updates, access management updates, and job updates.
- Design Guidance: reviewing applications or providing Risk Cloud best practices.
- New Product Feature Implementation
- Functional Documentation: single process or technical configuration documentation in the format of videos, PDFs, or slides for end users and/or admins.
Out-of-scope requests include:
- Risk or business process advisory services that involve making recommendations for business processes and Workflows outside the scope of Risk Cloud Application template best practices.
- Full configuration or implementation of net new Applications.
- Full overhaul of in-scope applications (i.e., significant process changes).
- Procuring any control framework or other Governance, Risk, and Compliance content that is not already provisioned within the Risk Cloud platform by means of existing Risk Cloud Application Templates.
- Populating Data Import templates provided to the Customers.
Prioritize Premier Success Requests
Requests will be categorized on a scale from Level 6 (lowest priority) to Level 1 (highest priority). The level is calculated in the Priority Scale field by multiplying the Category and Request Priority.
The calculated levels are based on the following matrix of field values:
| Low (1) | Medium (2) | High (3) | Critical (4) | |
| Improvement (1) | 1 | 2 | 3 | 4 |
| Correction (2) | 2 | 4 | 6 | 8 |
These values then correspond to the following label ranges for each level:
| Low | Medium | High | Critical | |
| Improvement | Level 6 | Level 5 | Level 4 | Level 3 |
| Correction | Level 5 | Level 3 | Level 2 | Level 1 |
These values then correspond to the following response estimates. :
Note: Response times are an estimate and will vary on the number of PSRs in-progress or completed. If you have questions please contact your Premier Success team or CSM. If you need immediate assistance please contact customer support at support@logicgate.com.
| Low | Medium | High | Critical | |
| Improvement | 2+ Weeks | 1-2 Week(s) | 5-7 Days | 3-4 Days |
| Correction | 1 -2 Week(s) | 3-4 Days | 2-3 Days | 24 Hours |
Please contact your CSM or Professional Services Team Members if you have any questions.
If you are interested in this service, please contact your dedicated CSM or Account Executive.