Success support by Access

At Access we know why you choose our products, it’s because you want to be more successful. We want you to be more successful too.

So, we’ve taken a good long look at how we support you, taken on board feedback and made it a whole lot better.

We’re not just here to support you when you need a hand - we’re here with you at every stage of your journey.

Exclusive customer offer

As an existing customer you can receive a 30% discount* on either the Standard or Premier Plan when you upgrade your existing contract now (for the rest of it’s Term) or you can Register to lock-in the discount at your normal renewal time.

Click on the button below to get more information and register your interest.

I’m interested in the offer >

*Discount available until 31st October

We don't just have a plan for success.
We have three.


The Essential Plan

Smart support tools available around the clock through the Success Support portal.

Inclusive for all new customers
  • On-Line Case Submission
  • Solution Notification
  • Unlimited Incidents
  • 24x7 Portal Access
  • Remote Access
  • On-Line Training Content *
  • Access to On-Line Communities
  • Access to KnowledgeBase
  • Access to recorded Customer Success Webinar
  • Up to 2 named employees to submit incidents

* not currently available for all products

The Standard Plan

A higher level of online and expert telephone support with a more extensive success service when you need it.

All the features of the
Essential Success Plan plus…
  • Telephone Case Submission
  • “How To” Assistance
  • Longer Support Hours (8am-6pm)
  • Option for extended Hours Support
  • Priority Case Handling
  • 10% Discount on post go live training
  • Report Layout changes
  • Access to Customer Success Team
  • Interactive Success Webinars
  • Customer Success Event
  • Up to 4 named employees to submit incidents

The Premier Plan

True proactive support from dedicated Access experts, a range of success services and regular reviews, to keep you on the path to success.

All the features of the
Standard Success Plan plus…
  • Access to Named Customer Success Manager
  • Named Support Analyst
  • Annual, bi-annual; or quarterly reviews*
  • Documented Customer Success Plans *
  • Additional CSM Days *
  • Up to 8 named employees to submit incidents

* Depends on plan spend

Note: Existing customers that choose not to upgrade to Standard or Premier Plans will stay on their current support plan.

Win a balloon ride

Share your Access experiences in our Community hub and you could win a hot air balloon experience for two.


Get to know our Knowledge Base

Knowledge Base is our huge database of commonly asked questions, articles and videos. All you need to do is Register and Login and you can find the answers you need any time of the day.

The advanced search function not only searches articles from Knowledge Base, but links up with our Community hub to display the topics that you need. So you’ve got everything you need all in one place.

Can’t find the article to answer your question? Not a problem. Each article links to our Community so you can ask a question, or to raise a case with the Access team.

Got a question?
Ask our Community

Community is our brand-spanking-new feature that connects our customers together to help them solve problems and share how to get the very best out of their Access products.

Our customers know more about using our products in their jobs than anyone else. Community gives you the chance to receive – and share – friendly expert advice that goes beyond normal customer support. Discover best practice hints and tips from peers in your industry to help you make the most of your experience with your Access product.

Each of our products has its own dedicated Community, so you can get straight to the discussions that matter to you. No unnecessary searching needed.

If a question can’t be answered by Community a member of the Access team will reply. We’ll make sure that no query goes unanswered.

Find out more

Download our brochure for more information on our support services


Success Plans are being rolled out across Access, they are not currently available for all Access products. Please check with your account manager if they are available for your product