---
title: Previous Coveo Customer Support and Success Guide
slug: l3hl0119
canonical_url: https://docs.coveo.com/en/l3hl0119/
collection: coveo-services
source_format: adoc
---
# Previous Coveo Customer Support and Success Guide
> **Important**
>
> This guide and its content was effective prior March 25, 2021.
> See [Coveo Customer Support and Success Guide](https://docs.coveo.com/en/1352/) for the latest version of the guide.

## About this guide

This document provides details about the services we provide to customers with the purchase of a Coveo Customer Support and Success Plan or Coveo product subscription.
It's intended to provide an explanation of the elements of 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

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.

We recognize that you have made a significant technology investment and how important Coveo solutions are to your business success.

Our teams are staffed with professionals from various industries with comprehensive background in Content Management, Search and Knowledge Management and our philosophy is simple;
we are _Customer Advocates_.

## An overview

For Coveo Support phone numbers, hours of operations, and other information, see [Contacting support](https://docs.coveo.com/en/1489#contacting-support).


<div class="table-wrap">
<table>
    <tr>
        <th>Scope</th>
        <th>Free product</th>
        <th>Basic Plan</th>
        <th>Plus Plan</th>
        <th>Premium Plan</th>
    </tr>
    <tr>
        <td>Customer Success</td>
        <td>N/A</td>
        <td>Self-Guided, access to pre-recorded leading practices</td>
        <td>Designated Customer Success Manager, 6 Hours/Month target<sup><a href='#footnote3'>3</a></sup><br/>2 x Executive Business Review (EBR)/Year</td>
        <td>Designated Customer Success Manager starting from 12 Hours/Month target<sup><a href='#footnote3'>3</a></sup><br/>4 x EBR/Year with 1 onsite</td>
    </tr>
    <tr>
        <td>Customer Support</td>
        <td><a href="https://connect.coveo.com/s/" target="_blank">Online community only</a> (Unauthenticated Access only)</td>
        <td>15hrs/day x 5/week (6am - 9pm ET) + (24x7 for S1)<br/><br/>S1 - 4 Business Hours<sup><a href='#footnote1'>1</a></sup><br/>S2 - 8 Business Hours<br/>S3 - 12 Business Hours<br/>S4 - 24 Business Hours</td>
        <td>15hrs/day x 5/week (6am - 9pm ET) + (24x7 for S1)<br/><br/>S1 - 2 Business Hours<sup><a href='#footnote1'>1</a></sup><br/>S2 - 4 Business Hours<br/>S3 - 12 Business Hours<br/>S4 - 24 Business Hours</td>
        <td>15hrs/day x 5/week (6am - 9pm ET) + (24x7 for S1)<br/><br/>S1 - 1 Hour<sup><a href='#footnote1'>1</a></sup><br/>S2 - 2 Business Hours<br/>S3 - 6 Business Hours<br/>S4 - 12 Business Hours</td>
    </tr>
    <tr>
        <td>Coveo Academy</td>
        <td>Additional charge of $400 per year for each individual, named Coveo Academy user</td>
        <td>Includes <b>3</b> Coveo Academy individual, named users</td>
        <td>Includes up to <b>15</b> Coveo Academy individual, named users</td>
        <td>Includes up to <b>30</b> Coveo Academy individual, named users</td>
    </tr>
    <tr>
        <td>Cloud<br/>Operations<br/>Uptime<br/>SLA</td>
        <td>N/A</td>
        <td>99.9%<sup><a href='#footnote2'>2</a></sup></td>
        <td>99.9%<sup><a href='#footnote2'>2</a></sup></td>
        <td>99.99%<sup><a href='#footnote2'>2</a></sup></td>
    </tr>
</table>
</div>
<div id="footnote1" class="footnote"><sup>1</sup> Support requests for Severity Level 1 issues shall be made by telephone to trigger the Initial Response Time.</div>
<div id="footnote2" class="footnote"><sup>2</sup> Calculated monthly. Excludes Excused Downtime, including any Scheduled Maintenance.</div>
<div id="footnote3" class="footnote"><sup>3</sup> CSM hours are planned, not committed and unused hours don't roll over month to month.</div>