- Coveo Customer Global Support and Success Guide
Customer Support and Success Plans
Coveo offers three Customer Support and Success Plans (CSSP) that are designed to meet your business needs and help you maximize your Coveo investment. The Customer Support and Success Plans provide access to certified Customer Success Managers, and Coveo Product Support Specialists as well as 24x7 access to our comprehensive self-service Customer Community website.
Coveo Online Training Platform
Our most successful customers are also the best trained. Base, 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. Coveo’s standard training packages exclude classroom and virtual instructor-led training and consulting services, some for-fee certification examinations, and customized, private training courses, all of which may be purchased separately.
For any questions concerning our training offerings, contact firstname.lastname@example.org.
The Base CSSP is included with your purchase of the Base version of a Coveo subscription. Customers with a Base subscription may upgrade to Pro or Enterprise CSSP for a fee in order to benefit from additional support services and customer success entitlements.
With a Base CSSP, you will have comprehensive support from a team of Product Support Specialists during Coveo’s regular support business hours (16 hours per day x 5 days per week). The Base CSSP also includes the following:
Access to the Coveo Community
Online Product & Developer Documentation
Best Practice Videos
Access to our Online Training Platform with:
Accelerator e-Learning Series
Digital/Live Event Participation
Each feature of the Base CSSP is carefully designed to provide value to your business so you can effectively:
Drive adoption and understand leading practices
Access support and value-add resources
The Pro CSSP is included with your purchase of the Pro version of a Coveo subscription. Customers with a Pro subscription may upgrade to Enterprise CSSP for a fee in order to benefit from additional support services and customer success entitlements.
With a Pro CSSP, your team will connect with a designated 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 is also expanded with increased initial case response time and the possibility to appoint up to five (5) contact persons.
Each feature of the Pro CSSP is carefully designed to provide value to your business. It includes all the entitlements of the Base CSSP, plus:
Includes everything in the Base Plan
Alignment Toward Business Outcomes
Health Reviews and Recommendations
Named Customer Success Resource
The Enterprise CSSP is included with your purchase of the Enterprise version of a Coveo subscription. This CSSP level is adequate for customers who have Coveo products deployed across their organization with many use cases including for example service, commerce, and workplace solutions.
Customers benefiting from the Enterprise CSSP 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 Base and Pro CSSP, plus:
Increased access to our most experienced Product Support Specialists
Our fastest response time for all case severity levels (see Initial Response Times)
Additionally, the Enterprise CSSP includes the following Customer Success deliverables:
Personalized Onboarding, Implementation & Product Training
Coaching Sessions, tailored to your needs with a Designated Customer Success Manager:
New Feature Launches
Executive Business Reviews (EBRs)
Customer Support and Success Plan Coverage at a Glance
|Support plan components||Base||Pro||Enterprise|
|Software Updates & Hotfixes1|
|Community Access - Discussion boards, documentation & best practice videos|
|24x7 access to Online Help|
|Product Downloads & Documentation|
|Product Release Notifications|
|Online Training Platform: Self-Guided Training, Accelerator e-Learning Series, Webinars, & Any No-Fee Live Events|
|Case Management - Online, Phone & Email|
|Extended Hours (24x7) for Severity 1 Cases|
|Extended Hours (24x5) for Cases of Other Severity Levels|
|Named Customer Success Resource|
|Alignment Toward Business Outcomes|
|Health Reviews and Recommendations|
|Personalized Onboarding, Implementation & Product Training|
|Tailored Coaching Sessions|
|Executive Business Reviews (EBRs)|
1: Only customers with the Pro or Enterprise Plan can request a hotfix.
Support Contacts & Registration
With a Coveo Customer Support & Success Plan, your organization can predetermine and identify a Primary Technical Contact.
A Technical Contact 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 Primary contact; 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 our Customer Community.
|Plan||Number of contacts|