Coveo Customer Support and Success Guide

This is for:

Developer Business Analyst System Administrator

About this guide

This document provides details about the services we provide as part of the Coveo Customer Support and Success Plan or Coveo product subscription. It’s intended to provide an explanation of the elements of Delivery Assurance, Coveo Support, Customer Success, and Training programs available, the benefits of each and how you can use them to maximize your Coveo investment.

An introduction to Coveo Support and Customer Success

We recognize that you have made a significant technology investment and how important Coveo solutions are to your business and bottom line. To help meet your goals, our Coveo Customer Support and Success teams are dedicated to providing world-class service by building trusted relationships with every customer; ensuring value-based adoption and success, post-implementation.

Our teams are staffed with professionals from various industries who have comprehensive backgrounds in Content Management, Search and Knowledge Management. Our philosophy is simple; we are Customer Advocates.

An overview

For Coveo Support phone numbers, hours of operations, and other information on our support services, see Contacting support.

Scope Base plan Pro plan Enterprise plan
Customer Success Access to Coveo Level Up enablement, Webinars, and our Community Onboarding guidance, Customer Success Enablement

Unlimited access to Coveo Level Up, Webinars, and our Community		 Designated Customer Success Manager, Onboarding, Coaching Sessions, and Executive Business Reviews
Delivery Assurance N/A N/A Delivery Assurance services for each newly purchased Hosted Services.

Delivery Assurance services consist of the following:
  1. One implementation technical kickoff workshop;
  2. Up to 10 weekly or bi-weekly one-hour technical cadence workshops designed to guide, assist, and review work required for implementation as selected by customer’s implementation team;
  3. One documented implementation review before initial go live.
Support Hours and Response Time Commitments 16hrs/day x 5/week (6 AM to 10 PM EST) + (24x7 for S1)

Sev 1 - 4 hours1
Sev 2 - 8 business hours
Sev 3 - 12 business hours
Sev 4 - 24 business hours		 24hrs/day x 5/week + (24x7 for S1)

Sev 1 - 2 hours1
Sev 2 - 4 business hours
Sev 3 - 12 business hours
Sev 4 - 24 business hours		 24hrs/day x 5/week + (24x7 for S1)

Sev 1 - 1 hour1
Sev 2 - 2 business hours
Sev 3 - 6 business hours
Sev 4 - 12 business hours
1Support requests for severity level 1 issues shall be made by telephone to trigger the Initial Response Time.

If Customer requires any additional engagement from Coveo, Coveo and Customer will discuss such additional engagement and applicable costs and enter into a statement of work with Coveo’s Professional Services team.

Coveo Materials

Customer acknowledges that the Delivery Assurance services provided as specified in the table above are support services and that all documents, designs or other materials authored, prepared and/or shared by Coveo as part of these services (“Materials”) are Coveo’s sole and exclusive property and shall in no event constitute works made for hire. Coveo and its licensors retain all right, title and interest, including all intellectual property rights and trade secrets, in and to such Materials, their look and feel, any related or underlying knowledge, skills, experience, know-how, techniques, technology, and any modification or derivative work thereof created by or for Coveo. Customer is granted a non-exclusive, non-transferable, internal use, limited, license to use such Materials solely during the Term specified in the relevant Order. Coveo provides Delivery Assurance to all Enterprise Plan Coveo customers.

Notes

  • A free trial will allow you to access Coveo’s comprehensive self-service online community (unauthenticated access only).

  • The Coveo’s status page provides availability information regarding the Coveo hosted services.