Whether you’re just getting started with OKRs, or fine-tuning how your company manages goals and status, the Koan team is here to help. Any Pro tier organization is eligible to add Premium Support as an add-on to their annual subscription. This includes personalized onboarding, advanced usage reports, and continued product consultations to help your organization achieve its objectives. Here’s an in-depth look at what’s included in Premium Support:
Dedicated customer success manager
When you purchase a Premium Support subscription, you’ll be assigned a designated customer success expert that will help deliver quality support and customized training. We offer any combination of the following to onboard your goal management with Koan successfully:
- Onboarding plan - this includes a crash course in change management, a timeline and work back schedule, and a plan to make sure Koan is implemented successfully
- Basic OKR coaching - this includes overall OKR best practices, as well as training on how to write, manage, score and learn from each OKR cycle. If you’re looking for advanced coaching, we have several partners and OKR experts that can help tailor engagement uniquely to your company.
- Reflection coaching - this includes best practices on status reporting, and how to get the most out of Koan Reflections as you manage your OKRs. we’ll also provide some suggestions on how to leverage Koan for better meetings, feedback, recognition, 1:1s and reviews.
- Configuration support - this includes technical support with any integrations that are specific to your organization, like SSO, API, company page, team set-up, etc.
- Roll-out support - once the overarching plan is in place, we’ll work with you to provide detailed plans on how to roll out to teams, provide training to other stakeholders, and clearly presenting the value proposition so everyone understands how Koan will be used within your organization.
Customized consultation, implementation, and onboarding
With Premium Support, your dedicated customer success manager will listen carefully to your needs, and work closely with your OKR champion to identify the key opportunity areas to focus on. By offering a tailored approach for your company, we can ensure a successful journey and bring the full power of Koan to your teams. This includes initial consultation, implementation support, broader methodology training, and workshops for your teams.
Over time, we’ll continually monitor progress and work with you to refine the path forward and ensure you’re getting the most out of the platform.
Advanced usage reports
Koan offers enhanced reporting for teams, which offers a simple way to track and customize all of your OKR data in one place. These usage reports allow leaders and managers to see progress at scale across the entire organization. With Koan’s Usage Reports, you can access invaluable organizational data insights, from team confidence and metric progress data to individual Reflection engagement, so you don’t have to wade through a sea of different functions, projects, and teams. These reporting capabilities help to combine the power of in-app confidence scores, Key Result metrics, and Reflection information to take things to the next level.
Quarterly business reviews
Through your dedicated customer success representative, you’ll participate in quartererly business reviews and health checks, that serve as a recurring touchpoint with your OKR champion where you can discuss various topics related to your experience. This includes an assessment on current engagement, measurement of progress and proactively address blockers you’re potentially facing. These quarterly meetings offer a presentation around organizational engagement, suggestions for improvement, and overall maintenance. Traditionally OKR cycles operate on a quarterly basis, but we’re happy to work with the timeline that best supports your organization.
99.99% guaranteed uptime SLA
Along with Premium Support, we include a Service Level Agreement (SLA) that guarantees 99.99% uptime. Addition information can be found in our terms of service.
The Premium Support fee of $5000 is billed annually.
If you’re interested in adding Premium Support to your Koan subscription, please reach out and let us know.