Act! Premium Scope of Support

Version: September 1, 2022

This document outlines the scope of technical product support offered to Act! customers with an active contract for Act!

Premium, Growth Suite and related products, other than Act! CRM Classic (Essentials, Standard and Expert tiers). For the

scope of support of Act! CRM Classic please see the KB article “What Support Services are Available for Act! CRM -

Essentials, Standard and Expert Tiers?”. Or Act! CRM (Starter, Professional and Expert tiers) for the scope of support Act!

CRM please see KB article “What Support Services are Available for Act! CRM - Starter, Professional and Expert Tiers?”.

Act! provides support only when products are used as described in the System Requirements and with recommended

platforms. We reserve the right to limit each phone call with an Act! customer support advisor to one hour and/or one incident.

Standard Support

The scope of Standard customer support is to:

• troubleshoot errors with the Act! product when an Act! error message dialogue is displayed. This excludes errors

that the Act! advisor identifies as being caused or influenced by a customer’s own infrastructure or set up.

• provide access to Knowledge Base articles or other self-service online resources to help with using the features of Act!.

Enhanced Support

Enhanced Support comprises the following benefits, in addition to the benefits of Standard support:

• phone-based and remote access guidance on how to use the features of Act!.

• troubleshooting of issues including those that do not cause an error dialogue to be displayed. This excludes errors that

the Act! advisor identifies as being caused or influenced by a customer’s own infrastructure or set up

• troubleshooting of issues via remote access on request.

If an issue arises not described above, Act! may be able to provide a Professional Service which is delivered as a minimum one

hour appointment.

Customers on an Act! Pro support contract receive services equivalent to Enhanced customer support.

Should you require any additional service to that described below, for example training or consultative advice, please contact us, or

if you have one, your Act! Certified Consultant.

The scope of Act! technical product support is described in the table below.

Category

Act! Support Service Coverage

Outside Act! Support Service Coverage

Act! Premium (Desktop)

set-up and installation

Please refer to our Getting Started pages at

act.com for online help.

Standard Support: troubleshoot errors

displayed by an Act! error message dialog

with set up and installation

Enhanced Support: set up and installation

guidance including:

• Installation or upgrade procedure guidance

• Installation and setup wizard guidance

• Guidance about database upgrade process

(version 7 and above only)

• Guidance about Act! integration to

supported third party software (including

Microsoft Office and Gmail integration)

• Troubleshoot issues encountered when

an error message is not displayed

Preparing data for Import

Internal Browser and Internet restrictions

Migrating data from an Act! database for one version

of Act! to a later version of Act!

Internal networking and file sharing Getting started,

set up and configuration support is available as a

separately charged service. Please contact us for

additional information.

Getting Started services for

Act! Premium Cloud

(For new account customers

only. Book through your

Standard Support:

• Check database upload and setup

• Troubleshoot error messages displayed by

an Act! Error message dialog encountered

using the browser interface when your

Internet connectivity issues

Issues involving customers’ software and hardware

errors or incompatibility with Act!

Act! Premium Scope of Support

Version: September 1, 2022

Account Executive at time of

purchase or available on

request within 30 days of first

invoice date of your

subscription contract.)

supported network infrastructure is

otherwise working

• Ongoing management of Act!’s own Data

Centre Server infrastructure Browser

guidance

• Act! provisioning, including database

Enhanced Support:

• Guidance on initial import/upload of

existing data for setup

• Guidance about automatic back-up feature

• Guidance about the features in the browser

interface

• Guidance on Microsoft Outlook® Gmail

integration configuration

Internal Browser and Internet restrictions

Preparing data for import

Hardware, operating systems

(OS), database platforms,

Internet information server

(IIS), browsers, etc.

Standard Support:

Customers should refer to Act! System

Requirements and our Knowledge Base at

act.com for information about configuration

settings required by your Act! product, and

for information about adding Act! and SQL

exceptions to a Microsoft® Windows™

firewall.

Enhanced Support:

• Guidance on configuration settings required

by your Act! product.

• Guidance about adding Act! and SQL

exceptions to the Windows firewall only

Understand your technical requirements and make

system recommendations

Installation of 3rd party applications and hardware

Troubleshooting stability, performance or other

problems

Troubleshooting operating system issues – firewall,

antivirus, permissions, etc.

Re-installation & Upgrades

Installation and upgrade help is available at

our Getting Started pages at act.com and

our Knowledge Base at act.com

Standard Support: troubleshoot error

messages displayed by an Act! Error

message dialog encountered during a re-

installation or upgrade.

Enhanced: – as for set up and installation.

Migrating data from an Act! database for one version

of Act! to a later version of Act!

Local (on-site) or remote installation services

Consulting services to install or resolve non-Act!

installation issues specific to your organization’s

technical environment.

Leading or controlling deployment and installation

processes

Network Connectivity

Standard Support:

• Troubleshoot connectivity error

messages within your Act! product when

your supported network infrastructure is

otherwise working

• Troubleshooting connectivity errors to an

Act! hosting center when Internet

connectivity is working and your Third-

Party Hosting provider is otherwise

working

If troubleshooting identifies that a problem

is caused by, or relates to, a customer’s

environment, the Act! advisor will treat the

issue as resolved

Enhanced:

• Guidance on configuration settings

required by your Act! product.

• Troubleshoot issues encountered when

an error message is not displayed

Troubleshooting internet connectivity

Troubleshooting other connectivity issues that exist

outside of your Act! product

Assistance with unsupported networks

Installation, troubleshooting or configuration of

network (WAN/LAN)

security/cards/cabling/hardware/software

Act! Premium Scope of Support

Version: September 1, 2022

Contact Management / Sales

Features (Contacts, Groups,

Company, Calendar, Task

List, History List,

Opportunities and Act!

Insight)

Describe availability of Knowledge Base

articles and video learning content

Standard Support: troubleshoot error

messages displayed by an Act! Error

message dialog when using Contact

Management features

Enhanced Support:

• Feature / settings guidance and

configuration advice

• Troubleshoot issues encountered when

an error message is not displayed

Phone or remote help using Contacts, Groups,

Company, Calendar, Task List, History List,

Opportunities and Act! Insight

Understand your business model and make

recommendations for configuration

Product training (onsite or remotely)

Remote

Synchronization

Standard Support:

• Troubleshoot error messages

displayed by an Act! Error message

dialog when using synchronization

wizards

• Troubleshoot connectivity error

messages displayed by an Act! Error

message dialog when your

supported network infrastructure is

otherwise working

• Troubleshoot error messages

displayed by an Act! Error message

dialog when using synchronization

within Act!

Enhanced Support:

• Feature / settings guidance and

configuration advice

• Troubleshoot issues encountered when

an error message is not displayed

Understand your business model and make

recommendations for creating sync sets &

remote database deployments

Assistance with setting up your network

Database

Customization

Standard Support:

• Troubleshoot error messages

displayed by an Act! Error message

dialog using the define fields feature

or customization tools

• Troubleshoot error messages

displayed by an Act! Error message

dialog when customizing an Act!

layout or list view

Enhanced Support:

• Feature / settings guidance and

configuration advice

• Troubleshoot issues encountered when

an error message is not displayed

Changes to your layout, including creating and

adding fields, customizing columns, adding

menus and toolbars

Provide a layout design service

Creating & Editing

Reports & Templates

Standard Support: troubleshoot error

messages displayed by an Act! Error

message dialog using existing

Reports & Templates in Act!

Enhanced Support:

• Feature / settings guidance and

configuration advice

• Troubleshoot issue encountered

with customized reports

Understand your business model and make

recommendations for running, creating or

editing Reports & Templates.

Microsoft Word support

Connecting your Act! data to third party

reporting tools

Provide a report design service

Act! Premium Scope of Support

Version: September 1, 2022

• Troubleshoot issues encountered when

an error message is not displayed

Custom Tables

Standard Support: troubleshoot error

messages displayed by an Act! Error

message dialog using Custom Tables

in Act!

Enhanced Support:

• Feature / settings guidance and

configuration advice:

• Table Management, Field

Management and Layout

Customization features

• Import data to Custom Tables

• Loading a template from the

Template Library

• Troubleshoot issues encountered when an

error message is not displayed

Understand your business model and make

recommendations for creating or editing

Custom Table templates

Editing Custom Table scripts

Edit source data such as Excel or CSV

Provide a custom table design service

Importing and Exporting

Data

Standard Support: troubleshoot error

messages displayed by an Act! Error

message dialog when importing to or

exporting data from Act! features

Enhanced Support:

• Feature / settings guidance and

configuration advice when importing

to or exporting data from Act!

• Troubleshoot issues encountered when

an error message is not displayed

Migrating data from an Act! database for one

version of Act! to a later version of Act!

Resolving issues with corruption of data

relating to migrating, importing or exporting of

data between databases or versions of Act!

Understand your business model and make

recommendations for importing and exporting

data

Edit source data such as Excel or CSV

Export data from third party software or

validate data formatting

Create your data definition files or mappings

for data import

Act! Marketing

Automation

Standard Support:

• Troubleshoot account setup and

error messages displayed by an

Act! Error message dialog when

accessing Act! Marketing

Automation

• Troubleshoot error messages

displayed by an Act! Error

message dialog using AMA

features

Enhanced Support:

• Feature / settings guidance and

configuration advice with

• Account setup and configuration

• Drag and Drop Editor, Campaign

Workflow, Landing Pages, Assets,

and Web Activity features

• Troubleshoot issues encountered when

an error message is not displayed

Onboarding and training including with setting

up CNAME

Help with creating or rebuilding templates

beyond giving help and troubleshooting in use

of the template editor

Advice with, or setting up specific process

automation beyond guidance about the

Campaign Workflow feature

Training on marketing best practice and needs

specific to your business

Deploying Web Activity, web tracking code to

websites

Understanding your business model and make

recommendations for end to end campaign

workflow and template design

Act! Premium Scope of Support

Version: September 1, 2022

Act! Companion (Mobile

App)

Standard Support: troubleshoot error

messages displayed by an Act! Error

message dialog using Act!

Companion features caused by an

issue with the App or Act!

Enhanced Support:

• Feature / settings guidance and

configuration advice with

• Logging in and initial configuration /

set up

• Using the features of Act!

Companion

• Troubleshoot issues encountered when

an error message is not displayed

Download and Install problems with App store,

consult App store vendor regarding such

problems

Android or iOS errors unrelated to Act!

Companion

Network or internet access on your mobile

device, contact your provider.

Third Party Hosting Providers

Not included except to support Act! as

outlined in this document

Manage the Data Centre Server or IT infrastructure

Website and database provisioning

Initial import/upload of existing data for setup if

standard import fails

Server-side back-ups

Setup and troubleshooting connectivity and sync of

offline client and Third Party Hosting provider’s

Cloud server

Troubleshoot internet connectivity

Resolve local PC errors

Preparing data for import

Act! Web API and Act!

Connect Link

Standard Support: Act! Web API

Installation: troubleshoot error messages

displayed by an Act! Error message dialog

during Act! API install and testing your

connection to the web API

Enhanced Support:

• Act! Web API feature / settings

guidance and configuration advice when

completing the web site administration

panel

• Troubleshoot issues encountered when

an error message is not displayed

Act! Web API Configuration: guidance completing

the Web site administration panel

Securing your Webserver: integrations and services

require a secure web server (SSL); if you are

unsure about configuring this, please consult an Act!

Certified Consultant or other IT professional

Creating and personalizing integrations using the

Web API

Configuring external (outside your network) access

to the API

Act! SDK and third-party plug-

ins

Troubleshoot error messages encountered

with the performance of the Act! SDK. If

troubleshooting identifies that a problem is

caused by, or relates to, third-party

software, app or add in, the Act! advisor will

treat the issue as resolved

End user support of third party software, app or add

in (refer to relevant third party)

Provide advice or technical information for add-in

code or design

Create an add-in