Organizations invest in Hyland to help their people work more effectively, make better decisions, and deliver better experiences. Traditional support models were built primarily to respond when something goes wrong, but today we're changing that dynamic at Hyland to help our customers keep moving forward.
Hyland Premier Care is not simply a support upgrade, but rather a fundamentally different way for customers to collaborate with Hyland and get the most from their investment. It is purpose built around what customers have consistently told us they need: a proactive, personalized partnership. It is designed to adapt as priorities evolve, provide faster access to the right expertise, and connect engagement to measurable business outcomes.
Three Pillars, One Connected Experience
Rather than treating support, expert guidance, and services as three separate offerings, Premier Care brings them together into a single, unified model. While each element has a distinct role, together they help customers maintain stability while advancing the work that matters most.
Enhanced Support: Faster response times, prioritized issue handling, and expanded access to help minimize disruption and protect business continuity.
Proactive Engagement: Designated Customer Success Managers and Technical Account Managers stay engaged through regular business reviews, forward-looking guidance, and continuous alignment to customer priorities.
Service Credits: Flexible, prepaid credits that customers can apply to a curated catalog of outcome-driven services, without a new statement of work or procurement delay.
Support keeps operations stable. Expert engagement keeps strategy aligned. Service Credits keep initiatives moving forward on the customer's terms.
The Power of Service Credits
Service Credits give customers greater control over how Hyland expertise is applied, so they can determine how best they are prioritized, paced and where they’re directed.
Priorities: Decide where credits can create the greatest business impact.
Pace: Engage Hyland expertise without restarting procurement for each initiative.
Direction: Shift focus across adoption, optimization, modernization, or innovation as business needs evolve.
Credits apply across seven service categories: Adoption; Upgrade and Modernization Services; Expert Services; Education and Enablement; Strategy and Optimization; Innovation and Advisory; and Managed Services. Each category has a defined scope and expected outcome, combining the flexibility of an open model with the predictability of a clear one.
Three Tiers, Built to Scale With You
Premier Care is available across three tiers, each building on the last, so customers can choose the level of engagement that best matches where they are today, and where they are headed next.
Standard: Provides stability and continuity through reliable, responsive support, including 24/7 phone support for Severity 1 issues.
Advanced: Priority support with accelerated execution through Service Credits, and a designated Customer Success Manager to align technology initiatives to business goals, measure progress, and support continuous value realization.
Signature: The highest level of engagement that includes designated support teams, Technical Account Management, and expanded Service Credits to support ongoing optimization and innovation across the customer lifecycle.
Each tier increases access, alignment, and execution capacity as a more deliberate way for customers to match Hyland's engagement to their priorities and the outcomes they need to achieve.
What Premier Care Enables
The value of a Hyland investment evolves as an organization adopts, optimizes, modernizes, and innovates. Premier Care supports that journey continuously by helping customers:
Accelerate adoption and execution, turning priorities into action with the right guidance and expertise.
Drive continuous optimization, identifying opportunities to improve how the platform supports the business.
Modernize with confidence, planning and executing upgrades and migrations with greater clarity and support.
Strengthen stability and resilience, protecting business-critical operations through proactive engagement and prioritized support.
Adapt as priorities shift, redirecting attention and resources as business needs change.
Wherever a customer is in that journey, Premier Care is designed to keep their business moving forward.
The Path Forward
Premier Care reflects a simple belief: the relationship between Hyland and its customers shouldn't end at go-live, and it shouldn't be limited to fixing what breaks. It should be an ongoing partnership built to help customers realize more value from their platform, every step of the way.
For organizations ready to move from managing their Hyland investment to maximizing it, Hyland can help build the right plan. Contact your Hyland representative to learn more about selecting the right tier, identifying where Service Credits can have the greatest impact, and mapping a clear path to outcomes that matter to your business.
Learn more about Hyland Premier Care at Hyland.com.