Support that fits your needs
P1 = critical system-impacting issues.
Understand your options
Support comes as part of your Gladstone package, with tiered plans that let you choose how much access, response speed, and proactive support you need, and easily scale from self-serve to a success-led partnership as your operation grows.
What this means in practice
Each support plan reflects how closely Gladstone supports your operation as your use of the platform grows.
- Essential provides portal and AI support for lower-usage or non-urgent needs.
- Standard adds phone support for day-to-day operational issues.
- Advanced introduces proactive review, guidance and optimisation to reduce repeat issues.
- Elite provides success-led oversight with a named Customer Success Lead accountable for outcomes.
When should I consider Advanced or Elite?
If you’re seeing repeat issues, heavy operational dependency, or a need for regular optimisation, Advanced or Elite may be a better fit.
Elite includes a named Customer Success Lead accountable for coordinating Support and Gladstone Consultancy Services and driving agreed success actions through quarterly reviews and follow-through.
Talk to us about your support plan
Fill out the form to book your chat!
FAQs
All plans follow the same support framework, with differences in access, response targets and proactive guidance.
Support is accessed via the customer portal, with phone support available on Standard and above. Critical issues are prioritised, and Gladstone Assist AI is available across all plans.
Plans can be reviewed as your needs change.
Yes. Support plans can be reviewed at renewal or when your operational needs change.
Yes. All plans include access to Gladstone Assist for guidance and self-serve help.
If your needs are straightforward and primarily reactive, Standard is the baseline.
If you want structured reviews, guidance on how to use and optimise Gladstone, and consultancy capacity for improvement, Advanced is typically the right step.
If your operation is highly dependent on Gladstone and you want success-ledoversight with quarterly reviews and fast-track P1 handling, Elite is the right fit.
- Essential is best for smaller or low-usage centres that mainly rely on portal support and self-serve guidance.
- Standard suits centres with straightforward, day-to-day support needs and includes phone support, with optional out-of-hours P1 cover.
- Advanced is designed for busy or multi-site operations that want proactive reviews, guidance and consultancy to drive improvement.
- Elite is for operators that rely on Gladstone as a mission-critical platform and want success-led oversight and priority handling for critical issues.