Customer Care

Deltek Cloud Solution Care

Protect and extend the life of your Deltek Cloud Solution with a Deltek Customer Care Support Plan. Our comprehensive support plans are designed to help you make the most of your cloud investment. Choose from three support plan packages to ensure the most flexible and accommodating support for your unique business needs. With each tier, you receive the utmost professional assistance when you need it.

Additionally, as a cloud customer you are assigned a Customer Success Manager, who serves as a single point of contact to help you make the most out of your Deltek solution.

Deltek Standard Care Features

With our Standard Care package, Deltek's experienced support analysts are available worldwide to answer questions about the application and technical operation of your Deltek software. Under Deltek's end-to-end support, you will also receive valuable information and technology enhancements, such as:

  • Software updates to ensure that your mission-critical applications are current
  • Support for current and preceding versions of your solution (up to one year
  • Instant 24x7 access to our searchable support KnowledgeBase
  • Unlimited access to Customer Care Connect – our award-winning online customer portal that provides documentation, tools, tips and tricks, in addition to direct access to Deltek Customer Care support analysts
  • Membership in Customer Care Connect's user forums, allowing you to take advantage of the extensive experience of Deltek's 12,000+ customers worldwide
  • FREE year-end WebEx training sessions to provide you with the latest "how to" product information
  • Periodic e-Bulletins to keep you up-to-date on the latest Deltek upgrades and new releases

To learn more, download the Deltek Standard Care product sheet.

Deltek Premium Care Features

Deltek Premium Care is designed for enterprise organizations that require more frequent contact with support and companies looking for the added comfort and security of round-the-clock coverage. This option allows 24x5 telephone support to handle your business‘s most mission-critical needs.

Deltek Premium Care includes all of the features of Deltek Standard Care, plus the following:

  • 24x5 emergency support for your mission critical application support cases
  • Unlimited access to Deltek Customer Care Connect, including chat on-line
  • Five authorized support contacts
  • 10% discount on all Deltek University classes
  • Annual case limit of 50 cases with expanded business hours

To learn more, download the Deltek Premium Care with Term/SaaS product sheet.

Deltek Select Care Features

Deltek’s Select Care is designed for firms that require a more personalized approach to supporting their sophisticated user base and global enterprise environment. By emphasizing a consistently available stream of communication, this option helps you maximize your Deltek investment, and minimize operational downtime.

Deltek Select Care includes all of the features of Deltek Premium Care, plus the following:

  • A dedicated senior advisor to act as a single point of contact
  • Direct access to level 2 support (subject matter experts)
  • 24x7 emergency support for all your mission critical cases
  • Priority case handling with enhanced service levels
  • Proactive case reviews
  • Automated case escalations
  • Product release notifications
  • 20% discount on all Public Deltek University Classes
  • Complimentary admission to Deltek’s annual users conference
  • Up to ten authorized support contacts
  • Annual case limit of 100 cases

To learn more, download the Deltek Select Care with Term/SaaS product sheet.

Customer Success Program

Moving to the cloud is a big change for any organization. We’ve developed the Customer Success Program to help our subscription-based customers with the transition.

With the program, a Customer Success Manager (CSM) is designated as a single point of contact to each of our subscription-based customers and is committed to enhancing the overall experience.

Contact your Customer Success Manager for help with:

  • Onboarding
  • Renewals
  • Account changes
  • License updates
  • Product feedback
  • Expansions

To learn more, download the Deltek Customer Success Program product sheet.