When you buy enterprise technology, it can take time to get value from the product quickly. Speaking from experience of buying technology myself, once you sign on the dotted line, support from vendors often mysteriously disappears.
At Tyk, we don’t align with that way of working. We recognise the value of great customer experiences and the benefits that investing in our customer-facing teams and processes gives us as a business and for our customers.
That’s why we’ve designed custom SLA packages for customers to choose from when purchasing and migrating their API Management to Tyk. Customer teams can be sure they will get value out of the product quickly and demonstrate a return on investment – while receiving the best support in the business.
The Forrester Wave™: API Management Solutions, Q3 2020
Tyk – Best-in-business support
We have a few packages available for customers of all sizes to fit in with your budget – irrespective of what package you take with us, you can be sure you’ll get a high level of support from experienced engineers.
We don’t hire call centre agents to handle enterprise technology queries; instead, we have a large bench of highly technical solution architects and support engineers able to assist with anything related to Tyk.
Our support superstars have a wide range of experience in development and solutions architecture. We even have folks who have implemented Tyk client-side – so the team understands what clients expect from us.
Tyk’s gold support package
Our gold support package is our most comprehensive SLA offering, and it comes with a ton of personalised value-added support – customised to your business needs and outcomes.
When you sign up for a Tyk licence or SaaS account, our ultimate goal is to help you realise value from the product as quickly as possible – and get your initial APIs and deployment configured with as little fuss.
We have world-class expertise in the solutions architecture team, with folks joining us from top-tier consulting firms and large corporate entities. You can be sure our team has undergone similar challenges implementing enterprise technologies and understand the pressure you’re under to deliver value and return on investment. We’ve got you covered.
In a nutshell, our gold package gives you the ability to:
1. Realise value from day one
Expert coaching and training to hit the ground running and skill up your team
2. Deploy innovation and capabilities with confidence
Technical guidance and insights tailored to your business goals.
3. Boost productivity and keep your vision on track
Fast, 24×7 issue resolution to mitigate disruption as you put Tyk to work for your team.
Don’t take our word for it, though; have a look at these comments from some existing customers:
Delivering exceptional customer experiences with excellent support and implementation offerings is a crucial mission at Tyk.
Let’s have a look in a bit more detail at what you get with our gold package:
Exceptional customer support
First, you want assurance that if there’s an issue with the system, you will be supported – quickly and efficiently – to resolve the problem. We offer 24/7/365 support with a one-hour maximum response time for severity one issues. All our gold package customers get a dedicated SLA phone line and access to us via Zoom and our support portal.
Over the last 12 months, our support team has been meeting 99 percent SLA compliance and a 99 percent customer satisfaction rate – our customers are delighted with the service, and we will maintain this level of performance; you can count on it.
Value-added services
Beyond the exceptional customer support we offer, our gold package comes with many value-added services.
You will work with a dedicated solutions architect who will work with you as a partner and who you can see as an extended part of your team. Our solutions architects will deep-dive with you on the architecture, deployment and configuration of the Tyk platform..
This means you never have to repeat yourself to someone new and always have the confidence that the engineer you’re working with understands your business challenges explicitly. With our customer portals, we can collaborate asynchronously to ensure the success of your organisation’s use of Tyk.
Our clients get digital self-service guides and onboarding materials – those who choose our gold package will get access to 1:1 onboarding workshops with highly skilled engineers alongside personalised product education and training plans.
Our solutions architects will support you in planning for organisational change, implementing best practices and adopting the Tyk platform. They will regularly provide architectural reviews and assessments on your deployment and production maturity to ensure your maximising value.
API strategy and technical reviews
Our team can consult on your API strategy to help you enable wider adoption of your APIs and achieve your business objectives while also handling the general housekeeping and maintenance, with regular health checks and review points. We’ll give you a full technical review annually, covering your code, security practices and platform performance.
You can also rest easy knowing our dedicated solutions architecture team are at your side through any key high-traffic or high-risk events and throughout your go-live process.
We’re confident that whatever package you choose when purchasing Tyk, you will quickly and easily realise value from the platform – but if you want enhanced support and a highly technical safety net, you should go for gold. Get in touch with the team to start your gold-star journey now.
