Customer Success Manager (P-CSM)
Dispel Partner Customer Success Managers (P-CSM) provide customer support services to end clients, augmenting and customer support teams.
How customers interact with P-CSMs
When partners contract with Dispel for P-CSMs to provide customer support, Dispel support will be enabled for a sub-domain. End clients can then use the Dispel support widget to chat with P-CSMs.
What is a sub-domain?
If you contract with Dispel for a white-labeled instance of the Zero Trust Engine, the instance will be deployed onto a sub-domain (e.g., remote.acmecorp.com).
Practice Areas
P-CSMs provide client-facing implementation, customer success, maintenance, and technical support. The flexibility of P-CSMs precludes an exhaustive description of all their practice areas. Generally, they exist to augment your customer support capabilities, providing a turnkey support function for Dispel's products.
Relationship as-between P-CSMs and Partners
Dispel P-CSMs do not report to partners, though they will coordinate with them. P-CSMs follow Dispel operating procedures and act in accordance with our standards for support. P-CSMs do not represent the partner, and are clearly marked as Dispel personnel.
Service Level Agreements (SLAs)
P-CSMs follow Dispel SLAs for response times, which can be found here: Support Policy - Service Level Agreement.
Dispel P-CSMs operate on the following work hours:
Operating Hours
9 AM – 5 PM EST, Monday - Friday, excluding U.S. federal holidays
24 x 7
24 x 7
Because Dispel will act as the customer support team, we require sufficient staffing to ensure proper coverage.
Service Delivery Model
P-CSMs are available as either full-time equivalent (1.0 FTE) or half-time equivalent (0.5 FTE) dedicated resources, with localization options available for organizations requiring multi-timezone coverage. In order to ensure continuity of service, Dispel does not offer P-CSMs on an hourly basis.
Minimum Staffing Requirements
Dispel establishes minimum dedicated staffing requirements in order to ensure a guaranteed quality-of-service standard for all customer support tickets.
One P-CSM FTE can generally support 10 - 15 customers. If support utilization exceeds a reasonable threshold for a P-CSM, Dispel will require the partner add additional staffing.
P-CSMs operate in 8 hour workdays. Three FTEs are therefore needed in order to provide 24 x 7 support.
Mission Critical
3 FTEs
Premium
3 FTEs
Basic
0.5 FTE
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