Adept Success Plans

The best customer service in the global EDMS market just got better.

Customer success is a deeply engrained priority at Synergis. Our three levels of Success Plans provide the expert resources, strategies, support, training, and software you need to maximize the value of Adept and achieve your ambitious goals. All plans now include around-the-clock coverage for critical issues.

Get more from your Adept investment.

Whether you’re looking for expanded support hours, a dedicated Customer Success Manager, Upgrade Services, an Adept Health Check, or Ongoing Adept Technical Services to help with nearly any project, we have a plan to ensure your success.

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Silver

Enjoy free access to support, upgrades, and expert resources with your Subscription.

24/7 critical issue coverage, dedicated CSM, annual Health Check, quarterly Lunch & Learns, SSO configuration — all included with your Adept subscription at no extra cost.

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Gold

Accelerate success with expanded support hours, upgrade and training services, and Adept Experience.

Everything in Silver, plus 24-hour weekday support, annual upgrade services, refresher training, two Adept Experience passes, and one annual virtual roundtable with Synergis leaders.

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Platinum

Maximize success with 24/7 support and monthly time blocks with expert resources.

Everything in Gold, plus 24/7 support for all issues with 1-hour response times, up to 4 hrs/month of dedicated technical consulting, proactive recommendations, and four Adept Experience passes.

Silver Plan

Enjoy free access to support, upgrades, and expert resources with your Subscription.

We don’t mess around when it comes to ensuring your success with Adept. Our base plan that’s included with your Subscription provides 24/7 support coverage for critical issues and standard business-hours support for general requests, access to software upgrades, a dedicated Customer Success Manager, an annual Health Check, quarterly lunch and learns, plus configuration for Single Sign-On.

Gold Plan

Accelerate success with expanded support hours, upgrade and training services, and Adept Experience.

Get more value with Gold, which includes everything in Silver, plus 24/7 support coverage for critical issues and extended 24-hour weekday support for general requests, annual upgrade services to production and sandbox environments, refresher training for users and Admins (conducted in 4-hour blocks), two Conference passes to Adept Experience, and one annual virtual roundtable with Synergis leaders and product managers.

Platinum Plan

Maximize success with 24/7 support and monthly time blocks with expert resources.

Drive operational excellence with our premium plan that includes everything in Gold, plus 24/7 support for all issues with our fastest response times, up to 4 hours per month of ongoing technical consulting services to work one-on-one with a Synergis expert on nearly any Adept project, proactive system and usage recommendations, four Conference passes to Adept Experience, and two annual virtual roundtables with Synergis leaders and product managers.

With Gold and Platinum Success Plans, you will:

Fast track value from your Adept investments
Ensure smooth product upgrades in less time
Boost user adoption
Create a culture of continuous learning
Build your company’s Adept skills
Provide direct input to the product roadmap
Strengthen your partnership with Synergis leaders
Have access to around-the-clock support for all issues, including your global or 24-hour operations (PLATINUM)
Leverage Synergis experts monthly to evolve or expand your Adept environment (PLATINUM)

FULL COMPARISON

Adept Success Plan Benefits — Full Comparison Matrix

ADEPT SUCCESS PLAN BENEFITS	SILVER	GOLD	PLATINUM
	$0 Included with Subscription	$700/mo billed annually per installation	$1,000/mo billed annually per installation
Core Benefits
Access to all upgrades and updates to the on-premise Adept software	✓	✓	✓
Dedicated technical Customer Success Manager	✓	✓	✓
Annual Adept Health Check Proactive assessment for configuration and performance optimization. Personalized actionable recommendations.	✓	✓	✓
Quarterly Lunch & Learns Based on your unique needs	✓	✓	✓
Configuration for Single Sign-On SSO Provider: Open ID Connect. Identity Providers: Okta, Microsoft Entra ID, and PingFederate	✓	✓	✓
Product Support
Priority 1 — Software down or unusable	7 days/week, 24 hrs 3-hr initial response	7 days/week, 24 hrs 2-hr initial response	7 days/week, 24 hrs 1-hr initial response
Priority 2 — All other issues	Mon–Fri, 6am–7pm ET 8-hr initial response	Mon–Fri, 24 hrs/day 4-hr initial response	Mon–Sun, 24 hrs/day 1-hr initial response
Gold & Platinum Benefits
Annual upgrade services for production and sandbox environments	–	✓	✓
Refresher training for users and Admins Training conducted in 4-hour blocks	–	✓	✓
Conference passes to Adept Experience (in-person event)*	–	2	4
Annual Virtual Roundtable with Synergis Leaders and Product Managers	–	1	2
Platinum Benefits
Ongoing Technical Consulting Services — Up to 4 hours per month Work one-on-one on nearly any project to improve your Adept environment, streamline processes, remove roadblocks, and increase the value of Adept to your organization.	–	–	✓
Proactive system and usage recommendations	–	–	✓
* Synergis makes no guarantee that there will be an Adept Experience event in any given calendar year. To qualify for free passes, customer must be on Gold or Platinum at time of registration and at time of the event. Passes are not cumulative and expire if unused in a given year.

Upgrade Your Support Hours

Need expanded coverage? Silver and Gold customers can upgrade their support hours independently. See the matrix above for coverage details by plan.

Upgrade Option	Monthly Add-On
Upgrade Silver Customer Success Plan to Gold Support Hours	$250/month
Upgrade Silver Customer Success Plan to Platinum Support Hours	$350/month
Upgrade Gold Customer Success Plan to Platinum Support Hours	$250/month

Adept is an investment to help your business thrive. Let’s make sure you get the most out of it.

Yes — Silver is included with every active Adept subscription at no additional charge. That means you already have access to 24/7 support coverage for critical issues, standard business-hours support for general requests, software upgrades and updates, a dedicated Customer Success Manager, an annual Health Check, quarterly lunch and learns, and Single Sign-On configuration. There’s nothing to activate or purchase. If you’re not sure whether you’re taking full advantage of everything included, reach out to your Customer Success Manager.
Yes. Silver and Gold customers can upgrade their support hours independently, without switching plans entirely. Silver customers can upgrade to Gold-level or Platinum-level support hours, and Gold customers can upgrade to Platinum-level support hours. See the matrix above for coverage details by plan.
Synergis commonly exceeds expectations and the initial response time. Response time commitments depend on your plan and the priority level of your issue. For Priority 1 issues — where software is down or unusable — Silver customers receive an initial response within 3 hours, Gold within 2 hours, and Platinum within 1 hour, all 24/7. For Priority 2 issues, response times range from 8 hours (Silver) to 4 hours (Gold) to 1 hour (Platinum). These are initial response times, meaning the time from submission to a Synergis team member actively engaging with your issue.
Your Customer Success Manager is your primary point of contact at Synergis — someone who knows your environment and your goals. They help you get the most out of your Adept investment by guiding your onboarding, connecting you with the right resources, flagging opportunities you might be missing, and making sure you’re set up for your next upgrade. They’re proactive, not just reactive. If you haven’t engaged with them recently, that’s a good reason to reach out.
Gold adds several meaningful benefits on top of Silver: extended 24-hour weekday support coverage for general issues with a 4-hour initial response time, annual upgrade services for both production and sandbox environments, refresher training for users and Admins (in 4-hour blocks), two passes to the Adept Experience in-person conference, and one annual virtual roundtable with Synergis leaders and product managers. It’s the right choice for organizations that want faster support, hands-on upgrade help, and deeper engagement with the Synergis team.
Platinum is built for organizations where Adept is mission-critical around the clock. On top of everything in Gold, Platinum adds full 24/7 support coverage for all issues — including weekends — with a 1-hour initial response time across the board. You also get up to 4 hours per month of dedicated technical consulting to work one-on-one with a Synergis expert on nearly any Adept project, proactive system and usage recommendations, four passes to Adept Experience (versus two with Gold), and two annual virtual roundtables with Synergis leaders and product managers (versus one with Gold).
If your teams rely on Adept outside of standard U.S. business hours — whether for day-to-day work or just for occasional critical issues — Gold or Platinum is the right fit. Gold gives you 24-hour weekday coverage for all issues, which covers most global team scenarios, plus upgrade services, training, and conference access. Platinum adds full weekend coverage with a 1-hour initial response time for every issue, monthly technical consulting hours, and expanded conference and roundtable access — making it the right choice for organizations where Adept downtime has a direct operational impact at any hour.