Coveo Care Services Guide
Coveo Care Services Guide
About this guide
This guide provides details about the services available through Coveo Care or included with your Coveo product subscription. It explains Delivery Assurance, Technical Support, and Technical Programs, including the benefits of each and how to use them to maximize the value of your Coveo investment.
An introduction to Coveo Care
We recognize that you have made a significant technology investment and understand how important Coveo solutions are to your business success. To help you meet your goals, our Technical Support, Technical Programs, and Delivery Assurance teams are dedicated to providing world-class service by building trusted relationships with every customer and supporting value-based adoption and long-term success throughout implementation and beyond.
Coveo Care also provides unlimited access to Coveo Level Up+, webinars, and the Coveo Community, giving your team access to learning resources, product guidance, and opportunities to connect with Coveo experts and peers.
Our teams bring experience from a wide range of industries, with expertise in content management, search, knowledge management, customer support, ecommerce, and deployment. Our philosophy is simple: we are Customer Advocates.
Services included with Coveo Care
For Coveo Support phone numbers, hours of operations, and other information on our support services, see Contacting support.
| Scope | Coveo Care Pro | Coveo Care Enterprise |
|---|---|---|
| Technical Programs | Onboarding guidance and coordination, Proactive Technical Programs, recurring Office Hours, Community access, and Optimization Services requests. | Onboarding guidance and coordination, Proactive Technical Programs, recurring Office Hours, Community access, and Optimization Services requests. |
| Delivery Assurance | Not included |
Delivery Assurance services for each newly purchased Hosted Services subscription. Delivery Assurance services consist of the following:
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| Technical Support hours and initial response times | 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 |
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.
Technical Programs
Technical Programs provide onboarding guidance, proactive monitoring and engagement, and technical optimization programs designed to support the continued improvement of your Coveo implementation.
How to engage
Your Account Manager remains your primary point of contact for the overall account relationship, including contracts and renewals.
For enablement, configuration guidance or optimization requests, use one of the following channels:
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Ask a question in the Coveo Community on Coveo Connect.
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Contact Ask Coveo at askcoveo@coveo.com.
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Join office hours, recurring drop-in sessions open to all customers.
Ownership and 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, limited license to use such Materials internally during the Term specified in the relevant Order. Coveo provides Delivery Assurance to all Enterprise Plan Coveo customers.
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Notes
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