Previous Coveo Customer Support and Success Guide

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Developer Business Analyst System Administrator
Important

This guide and its content was effective prior March 25, 2021. See Coveo Customer Support and Success Guide 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 and bottom line.

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.

Scope Free product Basic Plan Plus Plan Premium Plan
Customer Success N/A Self-Guided, access to pre-recorded leading practices Designated Customer Success Manager, 6 Hours/Month target3
2 x Executive Business Review (EBR)/Year		 Designated Customer Success Manager starting from 12 Hours/Month target3
4 x EBR/Year with 1 onsite
Customer Support Online community only (Unauthenticated Access only) 15hrs/day x 5/week (6am - 9pm ET) + (24x7 for S1)

S1 - 4 Business Hours1
S2 - 8 Business Hours
S3 - 12 Business Hours
S4 - 24 Business Hours		 15hrs/day x 5/week (6am - 9pm ET) + (24x7 for S1)

S1 - 2 Business Hours1
S2 - 4 Business Hours
S3 - 12 Business Hours
S4 - 24 Business Hours		 15hrs/day x 5/week (6am - 9pm ET) + (24x7 for S1)

S1 - 1 Hour1
S2 - 2 Business Hours
S3 - 6 Business Hours
S4 - 12 Business Hours
Coveo Academy Additional charge of $400 per year for each individual, named Coveo Academy user Includes 3 Coveo Academy individual, named users Includes up to 15 Coveo Academy individual, named users Includes up to 30 Coveo Academy individual, named users
Cloud
Operations
Uptime
SLA		 N/A 99.9%2 99.9%2 99.99%2
1 Support requests for Severity Level 1 issues shall be made by telephone to trigger the Initial Response Time.
2 Calculated monthly. Excludes Excused Downtime, including any Scheduled Maintenance.
3 CSM hours are planned, not committed and unused hours don't roll over month to month.