Coveo Care - Customer Support and Success Plans

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Coveo Care (previously referred to as Customer Support and Success Plans - CSSP) offers two plans: Pro and Enterprise.These are designed to meet your business needs and help you maximize your Coveo investment. Coveo Care provides access to certified Customer Success Managers, Coveo Product Support Specialists, and Delivery Assurance team, as well as 24/7 access to our comprehensive self-service Coveo Connect website.

Coveo online training platform

Our most successful customers are also the best trained. Pro and Enterprise subscriptions include unlimited use of the on-demand training available on Coveo’s online training platform where your users can complete learning paths based on their role and areas of interest. All course progress and content consumption is tracked and saved, so your users can understand and measure their progress.

For any questions about our training offerings, contact education@coveo.com.

Coveo Care Pro

Coveo Care Pro (previously referred to as Pro CSSP) is included with your purchase of the Pro version of a Coveo subscription. Customers with a Pro subscription may upgrade to Coveo Care Enterprise for a fee in order to benefit from additional support services and customer success entitlements.

With Coveo Care Pro, your team will connect with a Coveo Customer Success Manager (CSM) to ensure consistent alignment between your business goals and the usage of your Coveo subscription.

Access to our Support team with initial case response time and the possibility to appoint up to five (5) contact persons.

Each feature of Coveo Care Pro is carefully designed to provide value to your business. Coveo Care Pro includes:

  • Alignment Toward Business Outcomes

  • Health Reviews and Recommendations

  • Access to a Customer Success Manager

Coveo Care Enterprise

Coveo Care Enterprise (previously referred to as Enterprise CSSP) is included with your purchase of the Enterprise version of a Coveo subscription. This plan level is adequate for customers who have Coveo products deployed across their organization with many use cases including for example service, commerce, website, and workplace solutions.

Customers benefiting from Coveo Care Enterprise get the most personalized level of strategic services and guidance, support and application of best practices, faster initial response time on support cases.

This plan includes everything in the Coveo Care Pro, plus:

  • Increased access to our most experienced Product Support Specialists.

  • Our fastest response time for all case severity levels (see Initial response times).

  • Delivery Assurance services to guide, assist, and review your initial implementation of Coveo.

Additionally, Coveo Care Enterprise includes the following Customer Success deliverables:

  • Personalized Onboarding, Implementation & Product Training

  • Coaching Sessions, tailored to your needs with a Designated Customer Success Manager:

    • ML Models

    • Report Configuration

    • New Feature Launches

  • Executive Business Reviews (EBRs)

Coveo Care coverage at a glance

Support plan components Pro Enterprise
Software Updates & Hotfixes check check
Community Access - Discussion boards, documentation & best practice videos check check
24x7 access to Online Help check check
Product Downloads & Documentation check check
Product Release Notifications check check
Online Training Platform: Self-Guided Training, Accelerator e-Learning Series, Webinars, & Any No-Fee Live Events check check
Case Management - Online, Phone & Email check check
Extended Hours (24x7) for Severity 1 Cases check check
Extended Hours (24x5) for Cases of Other Severity Levels check check
Case Escalation Requests check check
Proactive Outreach check check
Named Customer Success Resource check check
Alignment Toward Business Outcomes check check
Health Reviews and Recommendations check check
Personalized Onboarding, Implementation & Product Training check
Tailored Coaching Sessions check
Executive Business Reviews (EBRs) check
Delivery Assurance check

Support contacts and registration

With Coveo Care (previously referred to as Coveo Customer Support and Success Plan), your organization can predetermine and identify a Delegated Administrator.

A Delegated Administrator is responsible for:

  • Submitting changes/updates to contact information and subscription information.

  • Managing all other contacts within your organization.

Adding additional contact

In addition to the Delegated Administrator; additional support contacts for your company can be added as per your plan. In order for additional contacts to receive Support, they must first register on Coveo Connect.

Coveo Care Number of contacts
Pro 5
Enterprise 10