Choosing Your Service Package: Core, Plus and Complete

Every MyProgress customer gets the Core Support Service as standard. Plus and Complete add training, data access, consultancy and hands-on template help for a predictable annual fee, instead of buying one-off services as you go.

This article sets out what each package includes, where each one fits well, and what to weigh up, so you can pick the right level of support for your organisation.

At a glance

Note - All pricing is plus VAT

Core Support Service

Core is the foundation every customer receives: a secure, monitored platform, quarterly service reviews and full self-service resources.

What you get

• 24/7 security monitoring with monthly automated penetration testing, and 99.9% service availability
• Quarterly Service Reviews to catch issues early and share what's new
• Usage insights in MyProgress and a live Service Desk dashboard
• Guides, video tutorials and community resources on the Service Desk
• Regular version updates with detailed release notes
• Template guidance and a place at the Annual User Group

Pros

• No extra cost: included in standard student pricing
• Strong security and reliability baseline
• Good visibility of usage and support activity

Things to consider

• No scheduled training, so admin knowledge relies on self-service resources
• No Data Warehouse or API access for custom reporting or integrations
• No consultancy hours: template changes, training or new feature set-up are bought one-off as needed
• Service reviews are quarterly rather than bi-monthly

Best for: organisations with a stable, established setup, experienced admins, and no need for integrations or in-depth reporting.

Plus Support Service

Plus adds proactive guidance, your own data, and 6 hours of expert time a year on top of everything in Core.

What you get (in addition to Core)

• Bi-monthly Service Reviews
• Quarterly training sessions for up to two administrators
• Annual Program Template Review led by an Implementation Specialist, with practical recommendations to improve efficiency, accessibility and learner outcomes
• Full MyProgress Data Warehouse access for in-depth reporting and trend analysis
• Basic API access to manage users and groups securely
• Up to 6 x 1-hour consultancy sessions a year, used flexibly for product training, form and template changes, new feature set-up, or API and data configuration

Pros

• Keeps your admins confident with regular training, even when staff change
• Direct access to your data for custom reporting
• Automate user and group management through the API
• Consultancy hours at a predictable annual cost, rather than one-off quotes
• Expert review keeps templates current with new platform features

Things to consider

• Template review gives recommendations; your team makes the changes (or uses consultancy hours)
• No ongoing form template maintenance
• Unused consultancy hours don't usually roll over, so plan them across the year
• Minimum fee of £2,500 a year, plus mandatory Data Warehouse set-up and training at the start

Best for: organisations that want to get more from MyProgress, need better reporting or integrations, and have an in-house team to act on recommendations.

Complete Support Service

Complete is our most hands-on package: we don't just recommend changes, we make them, with 12 hours of expert time a year and a direct line to the product roadmap.

What you get (in addition to Plus)

• Comprehensive Annual Program Template Review with full implementation of the recommendations, if you want it
• Form template maintenance handled by our team
• Advanced API access to integrate MyProgress with your existing systems and workflows
• Up to 12 x 1-hour consultancy sessions a year, product and technical
• An annual walkthrough with our Product Manager to discuss the MyProgress roadmap and upcoming features

Pros

• Least effort for your team: we maintain and update templates for you
• Deeper integration options through advanced API access
• Double the consultancy time of Plus for larger projects or change programmes
• Early sight of the roadmap and a chance to shape your plans around it
• Best value per hour if you regularly need template changes or expert help

Things to consider

• Highest cost, with a minimum fee of £4,000 a year
• Smaller or very stable setups may not use all 12 consultancy hours, and unused hours don't usually roll over
• Mandatory Data Warehouse set-up and training at the start

Best for: larger or growing programmes, organisations with limited in-house admin time, and anyone planning integrations or significant template changes.

Which package is right for you?

Match your situation to the package below; if you tick items in more than one row, choose the higher package.

Pricing and FAQ

How much do the packages cost?

Core is included in standard student pricing. Plus is your Core cost plus 10% (minimum £2,500 a year). Complete is your Core cost plus 15% (minimum £4,000 a year). Plus and Complete include a mandatory 1-hour Data Warehouse set-up and 2 hours of Data Warehouse training, with optional 1-hour API training.

Why have you introduced Service Packages?

To make support easier and more cost-effective. Packages give you predictable pricing and added value, instead of buying one-off services.

How do I add a package to our contract?

Contact the team below. Packages run alongside your existing renewal.

Can I downgrade later?

Yes. The minimum commitment is one year, renewing alongside your existing contract.

Are there discounts for longer commitments?

Yes, we offer discounted rates for longer terms. Ask the team for details.

Do packages override our contracted services?

No. A bespoke contract runs alongside your package.

Can I buy services outside my package?

Yes, extra support or services can be purchased separately at any time.

What if I don't use all my included services?

Included services don't typically roll over, so we'll help you plan them across the year.

Next steps

Not sure which package fits? We'll review how you use MyProgress today and recommend the right level, with no obligation. Get in touch with any of the team below.