# Customer Success Manager (P-CSM)

Dispel Partner Customer Success Managers (P-CSM) provide customer support services to end clients, augmenting OEM[^1] and MSP[^2] 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.

<figure><img src="/files/3ZIco6ZJtnDGpz1IwkpV" alt=""><figcaption><p>The Dispel support window open on the right-hand side of the Zero Trust Engine dashboard.</p></figcaption></figure>

{% hint style="info" %}

## 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).
{% endhint %}

## 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](/support/support-policy.md#response-times).

Dispel P-CSMs operate on the following work hours:

| Tier            | Basic                                                             | Premium | Mission Critical |
| --------------- | ----------------------------------------------------------------- | ------- | ---------------- |
| 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.

| Tier             | Minimum Staffing (US-based) | Minimum Staffing (Localized) |
| ---------------- | --------------------------- | ---------------------------- |
| Mission Critical | 3 FTEs                      | 3 FTEs                       |
| Premium          | 3 FTEs                      | 3 FTEs                       |
| Basic            | 0.5 FTE                     | 1 FTE                        |

[^1]: Original equipment manufacturers

[^2]: Managed service providers


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