Hyland's Premier Care

A flexible, outcome-driven experience continuously aligned to your priorities.

A unified experience built around your goals

Hyland Premier Care brings together expert support, strategic guidance and flexible services in one comprehensive engagement model. Whether you're driving adoption, accelerating optimization or pursuing innovation, Premier Care evolves with your needs — so your Hyland investment keeps delivering.

Proactive Partnership

Move beyond reactive support with a model that anticipates your needs and stays aligned to your priorities at every stage.

Flexible service credits

Direct your investment where it matters most. Integrated Service Credits give you the flexibility to prioritize and execute high-impact work on your terms.

Expertise at every stage

From initial adoption through modernization and innovation, you gain the right access, skills and actions to realize value faster and keep improving.

Choose your level of engagement

Select the level that matches your goals.

Dependable coverage

You are enrolled at the Standard level as part of your subscription or software maintenance agreement with Hyland.

Best for: Organizations focused on stable operations and responsive issue resolution.

Delivers:

  • Reliable access to support resources to maintain uptime and protect business operations.

  • Timely resolution of critical issues to minimize disruption and productivity loss.

  • Self-service and peer support through digital tools within Hyland Community  to increase team efficiency and independence.

Accelerate execution with flexible services

Accelerate key initiatives by combining priority support with flexible access to expert services, allowing your team to resolve issues faster and move from plans to execution without delays.

Best for: organizations actively driving initiatives and improving solution utilization.

Includes Standard benefits, plus:

  • Priority response and enhanced support engagement to reduce delays and protect timelines.

  • Faster resolution pathways to minimize operational risk and maintain momentum.

  • Strategic guidance, adoption planning, and ongoing value management.

  • Service Credits to apply Hyland expertise to high-impact initiatives as priorities evolve

Drive strategic outcomes through partnership and execution

Drive strategic outcomes with a dedicated, high-touch partnership and flexible execution model, enabling you to proactively optimize, modernize, and continuously maximize the value of your Hyland solutions.

Best for: organizations seeking a deep partnership and the ultimate engagement experience with Hyland for their mission-critical solutions.

Includes Advanced benefits, plus:

  • Highest-priority, personalized support experience to ensure continuity for critical operations.

  • A committed, context-aware partnership through Customer Success and Technical Account Management to align

  • strategy, execution, and outcomes.

  • Proactive planning and value management to optimize results and guide long-term strategy.

  • Expanded Service Credits to leverage across adoption, optimization, modernization, and innovation initiatives.

How it works

Premier Care brings together enhanced support, proactive expert engagement and flexible services into a single, connected experience:

Choose your level of engagement

Select a tier that aligns to your goals and complexity-unlocking enhanced support capabilities such as priority response, expanded access and personalized support to maintain stability and reduce disruption.

Engage with designated experts

Work proactively with Hyland experts - including Customer Success and Technical Account Management - to align your roadmap, guide key decisions and identify risks and opportunities before they impact your business.

Achieve outcomes with Service Credits

Apply Service Credits as a flexible currency to access outcome-driven services across adoption, optimization, modernization and innovation so you can act on priorities without delay.

Realize continuous value

Bring it all together in a unified experience that resolves issues faster, maintains momentum, reduces risk and drives ongoing value from your Hyland investment.

Compare tiers

STANDARD

ADVANCED

SIGNATURE

CUSTOMER SUCCESS

Customer Success Manager

—

✓

✓

Technical Account Manager 

—

Available for Purchase

Designated (20%)

Business Review 

—

Annual

Quarterly

TECHNICAL SUPPORT

Online Case Submissions 

✓

✓

✓

Phone Support 

S1 Only

Business Hours Only

24/7

S1 Issue Response Time 

5 Mins

5 Mins

5 Mins

Non-S1  Issue Response Time 

12 Hours (80%)

8 Hours Web (80%)

4 Hours Web (80%)

Business Hours Regional/Country Support 

—

Select 1 Region

Select 1 Country

Business Hours Designated Support Team 

—

—

✓

SERVICE CREDITS

Services Credit 

—

25 Credits

50 Credits

CLOUD

Monitors

—

—

10 standard

Refreshes (OnBase only)

—

Up to 2/year

Up to 4/year

What Premier Care helps you do

Move beyond reactive support to a connected, outcome-driven experience.

Accelerate adoption

Align expert guidance and Service Credits directly to your highest-priority initiatives to execute faster.

Optimize continuously

Enhance operations with proactive monitoring, expert recommendations and ongoing performance improvements.

Modernize with confidence

Reduce risk and maintain momentum through seamless upgrades, refreshes and evolving business requirements.

Resolve issues faster

Maintain system stability with prioritized support and consistent, expert-led engagement.

Adapt and scale

Access flexible expertise and services that shift seamlessly as your organizational needs evolve.

Maximize solution value

Connect support, strategy and execution into a unified model to get the most out of your Hyland solutions.

Connect with your Hyland account team to explore which Premier Care tier is right for your organization.