Manhattan support and services are the programs that Manhattan Associates offers around a Manhattan Active subscription: baseline customer support, the Premier Support add-on, Continuous Workflow Validation, implementation, training, enterprise mobility hardware procurement, and security and compliance assurance. In a hosted model the traditional installed-software maintenance fee largely disappears, so these programs are where a customer’s recurring and project spend outside the subscription appears.
Editions
Support and services are not tied to an edition in any public matrix. The four edition matrices (ActiveWarehouse, ActiveTransportation, ActiveOrder and ActiveStore) list capabilities and Add-Ons but no support tier. The Editions announcement refers to expertise to scale and to continuous delivery, but it does not define a support level per edition.[10] A reviewer should therefore not assume that moving from Essentials to Enterprise Premier changes the support entitlement, and should check the order form for any difference.
Metrics
The only service metric with a published size is the Premier Support program. Manhattan says options run from 1000 hrs/year to 3+ FTE for a full multi-site engagement, with optional dedicated on-call support, an optional DC Supervisor Enablement program and optional Continuous Workflow Validation for automated testing.[2] That makes the unit of measure either an annual block of hours or a number of full-time equivalents, and the catalog records it as Premier Support program size.
Other services have no stated metric. Professional services are described by phases and resource profiles rather than rates, and training is described by format. Enterprise Mobility procurement is described by activity. The pages reviewed give no day rates, hourly rates or per-device fees.
Counting / floors
Premier Support has a published lower bound: the smallest listed option is 1000 hours per year.[2] There are no published minimums for Continuous Workflow Validation, training or professional services. If hours are bought as an annual block, a review should check whether unused hours expire, roll over or can be applied to named activities such as peak-season cover or operations reviews, because the pages describe those as benefits but not as terms.
Virtualization & partitioning
Not applicable. The support model is built on Manhattan operating the hosted service. Baseline support includes continuous monitoring of application and cloud infrastructure health through Cloud Operations, and Manhattan states it does not take systems offline for upgrades.[1] The platform article covers the 90-day release model.
Cloud / BYOL
There is no BYOL construct for services. The cloud model matters for support in one way: Manhattan states that the solutions are SaaS, hosted and managed on Google Cloud Platform by its own cloud operations team, so infrastructure incidents are handled by Manhattan rather than the customer.[9] The security page adds that protecting the environments and information used to deliver and operate the solutions is a shared responsibility between Manhattan and the customer, and that both are expected to apply strong cybersecurity practice.[7] The split of responsibilities is not itemised on the public page.
Programs
Baseline Customer Support
Manhattan describes its customer support mission as providing 24/7 global support, regular system health monitoring, access to Premier Support resources, consistent delivery of new functionality and innovation, and programs that accelerate operational excellence.[1] Specific commitments listed are 24/7 major incident and product issue support, continuous monitoring of application and cloud infrastructure health, and consistent delivery of code updates and newly released innovation.[1] Customers raise issues through a Service Hub, a Contact Us form or a regional telephone line.[1] The wording “24/7” attaches to major incidents and product issues. The page does not say that every severity level is covered around the clock, and it gives no response or resolution times.
Premier Support
Premier Support is described as a tailorable add-on service that augments a customer’s support team with Manhattan product experts.[2] The page lists making tenured Manhattan operations advisors available, helping customers use new functionality, administering onsite engagement, and conducting ad hoc DC optimization studies.[2] Benefits cited include peak season support, proactive monitoring of interfaces, jobs and MHE messaging, and continuous workflow validation using the customer’s extensions, data and configuration.[1] Manhattan also says customers can lower their support cost with competitive support rates.[2]
Operations Success Services
Operations Success Services start with a comprehensive onsite operations review and cover distribution center supervisor assistance, implementation of new functionality, extensions, accelerators and additional DC rollouts, onsite DC and store operational reviews, and enhanced customer engagement in post-purchase activities.[1] These are consulting-style services and, on the public pages, are not described as part of the subscription.
Continuous Workflow Validation
Continuous Workflow Validation (CWV) is described as a production-readiness testing as a service program. It is a proprietary, API-based, daily testing service created and run by the Manhattan team using the customer’s custom components and specific flows.[3] Manhattan states that it is owned and managed by Manhattan as Testing as a Service, is available for any Manhattan Active application, is integrated with Manhattan’s innovation deployment pipeline, takes weeks to validate and requires no customer maintenance.[3] Customers can also take it as an option within Premier Support.[2] Because the tests run against the customer’s extensions and configuration, a CWV engagement is a services dependency tied to the customer’s own customisations, and it should be scoped alongside any ProActive extensions.
Professional Services
Implementation uses the Manhattan RPM (Results-Driven Performance Methodology). A project initiation phase sets objectives, scope, resources and deployment strategy, followed by Design, Build, Prepare, Deploy and Support, and Customer Support phases, with hypercare and volume ramp after go-live.[4] Manhattan describes its resource profiles by experience, for example directors and architects with 15 or more years of experience.[4] Fees are not published, so professional services are a separate statement-of-work item from the subscription.
Training and certification
Manhattan offers dedicated or public classes, instructor-led online sessions, and training live at the customer site or at its Atlanta headquarters, plus role-based training and certification opportunities.[5] Organizational change management is offered as a related service.[5]
Enterprise Mobility
The Enterprise Mobility team assists with hardware design, selection and procurement. Manhattan says it can procure mobile devices, robotics, point-of-sale terminals, voice solutions, barcode scanners, Mobile Device Management software, RFID tags and readers, printers and other equipment, and that it configures and supports the devices.[6] For asset managers this matters because hardware and some third-party software, such as MDM, can arrive on a Manhattan order and carry the original manufacturer’s terms rather than a Manhattan licence.
Audits and compliance
Manhattan’s trust pages describe assurance rather than licence audit. Manhattan states that it builds its security and compliance programs on standards from CIS, ISO, AICPA SSAE 18 and 21, IAASB ISAE 3000 and 3402, PCI and NIST, performs internal testing of key controls, and has third-party penetration testing on an annual basis.[8] It undergoes semi-annual third-party audits covering a 12-month period to certify individual services against SOC 1, 2 and 3 and SSAE 18 / ISAE 3402 Type II, and it names ActivePlatform and ActiveSCALE as the Manhattan Active SaaS applications in scope.[8] Annual audits of financial and technical controls are performed for Sarbanes-Oxley compliance.[8]
The security page lists data processing agreements among its data protection methods and operates a Vulnerability Disclosure Program for researchers.[7] It states that SOC reports, security policies, penetration test results, PCI attestations and security questionnaires are held in a separate secure Trust Center rather than on the public pages.[7] A licence or vendor risk review will therefore need to request those documents directly.
Out of scope
This article does not cover third-party partner products that Manhattan connects to, nor the commercial terms of hardware manufacturers. It does not cover any customer-specific service levels, credits or termination rights, which are contract terms that the public pages do not publish.