Coveo Care Plans and Coverage

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Coveo Care (previously known as Customer Support and Success Plans - CSSP) offers two plans: Pro and Enterprise. Both plans are designed to support your business needs and help you maximize the value of your Coveo investment. They include access to Technical Programs, Coveo Product Support Specialists, and 24/7 self-service resources through Coveo Connect. Coveo Care Enterprise also includes Delivery Assurance and a faster initial response time for support cases.

Coveo Level Up+

Our most successful customers are also the best trained. Pro and Enterprise subscriptions include unlimited use of the on-demand training available on Coveo Level Up+ 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 is included with the purchase of a Pro Platform Plan. Customers may upgrade to Coveo Care Enterprise for an additional fee to receive expanded support coverage and additional services, including Delivery Assurance.

Coveo Care Pro provides access to Technical Programs designed to support onboarding, proactive engagement, and the continuous optimization of your Coveo implementation. It also includes access to Technical Support with plan-specific initial response times and allows your organization to designate up to five support contacts.

The following are some of the services included with Coveo Care Pro. For a complete breakdown of the services included in each plan, see the Coveo Care coverage at a glance table.

Coveo Care Pro includes:

  • Onboarding guidance and coordination

  • Personalized Onboarding, Implementation & Product Training

  • Proactive monitoring and engagement

  • Health Reviews and Recommendations

  • Recurring Office Hours

  • Coveo Community access

  • Proactive Technical Programs

  • Optimization Services requests

  • Access to Technical Support

  • Up to five designated support contacts

Coveo Care Enterprise

Coveo Care Enterprise is included with the purchase of an Enterprise Platform Plan.

In addition to the services included with Coveo Care Pro, Coveo Care Enterprise includes:

  • Increased access to experienced Coveo Product Support Specialists

  • Coveo’s fastest initial response times for all case severity levels (see Initial response times)

  • Up to 10 designated support contacts

  • Delivery Assurance for each newly purchased Hosted Services subscription, providing implementation guidance and reviews through the initial go-live

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
Coveo Level Up+: 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
Health Reviews and Recommendations check check
Personalized Onboarding, Implementation & Product Training check check
Proactive monitoring and engagement check check
Recurring Office Hours check check
Proactive Technical Programs check check
Optimization Services requests check check
Delivery Assurance check

Support contacts and registration

With Coveo Care, your organization can designate 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