Support Packs

Support Packs are recommended for clients that would like a more personalized and proactive service experience. There are various levels designed to enhance your experience with eVestment.  Phone and email support, in-app videos/help files, live chat support, basic training webinars and an automated onboarding experience are included as standard for all eVestment subscriptions. Your sales team will work with you to recommend the Support Pack that best aligns with your needs. Please note, Support Packs must be renewed annually.

Annual Services Included

Phone & Email Support

In-App Videos, Help & Live Chat

Basic Training Webinars

Virtual Training Workshops

Dedicated Onboarding Specialist

Client Conference Registrations

Onsite Training Workshops

Initial Report Creation
& Automation

Support Check-Ups

Discounted Professional Services

Standard

yes
yes
yes
no
no
no
no
no
no
no
Advanced

yes
yes
yes
yes
yes
1
no
no
no
no
Elite
(Recommended)
yes
yes
yes
yes
yes
2
1
yes
Annual
no
Elite+

yes
yes
yes
yes
yes
3
2
yes
Quarterly
yes

Description of Services

Phone & Email Support

Our support analysts are dedicated to helping answer your questions. Support coverage is by phone or email during local business hours.

  • Americas: Monday-Friday 7am-8pm EST
  • EMEA: Monday-Friday 8am-1am GMT
  • Asia: Monday-Friday 9am-6pm HKT
  • Australia: Monday-Friday 8am-5pm AEDT

In-App Videos, Help & Live Chat

On-demand access to the eVestment Help library, which includes our support solutions knowledgebase, product documentation, training videos and a live chat support feature. Start a live chat with eVestment experts and we’ll answer your questions, point you to detailed support resources or open a support case.

Basic Training Webinars

Join a certified eVestment training specialist for webinar sessions designed for asset managers, investors and consultants. We’ll guide you through each step of achieving key objectives and offer best practices for leveraging the eVestment platform. General training webinars are hosted several times a month with pre-recorded versions available on demand.

Virtual Training Workshops

Virtual workshops are tailored just for your company by a certified eVestment training specialist. Your personalized workshop includes a preparation call to outline your specific needs, followed by a webinar scheduled at your convenience that guides you through each step of achieving your company’s objectives.

Onsite Training Workshops

Onsite, hands-on training workshops are customized to meet the needs of your company and delivered by a certified eVestment training specialist. We’ll set up a preparation call to outline your specific needs and set an agenda for your session. Your agenda can be tailored to provide training to various teams throughout your visit. You will work with the service team to schedule a mutually convenient training date and location at least two weeks in advance. Reasonable travel costs are included.

Dedicated Onboarding Specialist

A Dedicated Onboarding Specialist is a named resource to help you through the onboarding process. The process typically lasts about 30 days. The onboarding specialist will provide guided kickoff, training and coaching to your users ensuring you are able to achieve your goals with eVestment.

Client Conference Registrations

Explore disruptive challenges facing our industry. Learn from your peers about how they leverage data to improve outcomes, attend specialized workshops, and have the opportunity to influence current and future eVestment solutions. Registration fees are included for the number of attendees noted, excluding travel costs.

Initial Report Creation & Automation

Report creation/automation service includes up to 12 hours to configure or automate reports for your organization. This can also be applied to create a basic fact sheet through the eVestment reporting tool. Note: Complex fact sheets or complex report requests may require purchase of additional Professional Services.

Support Check-Ups

An eVestment support professional will actively monitor your account and proactively provide suggestions to improve day-to-day processes. Set periodic meetings to help you continuously optimize the value of your eVestment solution. You will be able to choose from the checkup offering options for the structure that best meets your needs.

Discounted Professional Services

Clients will receive discounted rates on any professional services options they select including additional training days or intelligence reporting.