More than Support: Success

We strive to help your business perform better. In addition to great products, Celigo offers Customer Success Plans that enable you to get extra attention and services to meet your business goals. A combination of adoption, support, and maintenance services, Customer Success Plans enable you to maximize your investment, minimize risk, and enjoy more peace of mind.

Customer Success Plans Help in Several Key Ways


Customer Success Manager

A Customer Success Manager (CSM) will work with you to understand your integration-related business goals and shepherd you through the journey to achieve those goals.

Expanded Support Hours

Access Celigo support during expanded support windows and enjoy faster guaranteed response times as well.


Integration Monitoring and Maintenance

Celigo will monitor your integration dashboard to proactively identify errors and recommend solutions. And as applicable, Celigo will update data flow schedules, connections, and more.

Benchmarking

Measure and compare your integration health with similar companies using the same products.

Select the Level that Fits Your Needs

Essential Preferred Premier
Essential Preferred Premier
Customer Onboarding

Celigo will help you understand the tools and resources available to you, including Customer Compass and the people available to assist you. Additionally, if you’ve purchased one or more Implementation Services, a Customer Success Manager will help you understand how to make the most of your Implementation Services.

Yes Yes Yes
Customer Compass Resources

Your primary online resource that enables you to help yourself, help others, and, most importantly – get answers 24×7. Customer Compass provides a knowledge base, video tutorials, a community forum, FAQs, and more.

Yes Yes Yes
Support Hours
10 Hours x 5 Days
Pacific Time:
7:00 AM – 5:00 PM, Monday – Friday
Eastern Time:
10:00 AM – 8:00 PM, Monday – Friday
Greenwich Mean Time:
3:00 PM – 1:00 AM, Monday – Friday
Australian Eastern Time:
2:00 AM – 12:00 PM next day, Tuesday – Saturday
15 Hours x 5 Days
Pacific Time:
2:00 AM – 5:00 PM, Monday – Friday
Eastern Time:
5:00 AM – 8:00 PM, Monday – Friday
Greenwich Mean Time:
10:00 AM – 1:00 AM, Monday – Friday
Australian Eastern Time:
9:00 PM – 12:00 PM next day, Monday – Saturday
15 Hours x 5 Days
Pacific Time:
2:00 AM – 5:00 PM, Monday – Friday
Eastern Time:
5:00 AM – 8:00 PM, Monday – Friday
Greenwich Mean Time:
10:00 AM – 1:00 AM, Monday – Friday
Australian Eastern Time:
9:00 PM – 12:00 PM next day, Monday – Saturday
First Response – Urgent Priority

Response times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan.

4 Hours 2 Hours 1 Hour
First Response – High Priority

Response times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan.

24 Hours 8 Hours 4 Hours
First Response – Medium Priority

Response times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan.

3 Days 2 Days 24 Hours
First Response – Low Priority

Response times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan.

5 Days 2 Days 24 Hours
Field Mapping Changes

You may submit a support ticket and request that Celigo update your field mappings – or you may update your field mappings yourself, where applicable.

Yes Yes Yes
Support Channel: online

Customer Compass, your primary online resource, is available to you 24×7 to browse knowledge articles, participate in our customer community, or submit a support ticket online.

Yes Yes Yes
Support Channel: chat Yes Yes Yes
Support Channel: phone   Yes Yes
Integration Success Map

A Customer Success Manager (CSM) will co-create an Integration Success Map (ISM) with you. The ISM will document common business goals attained via the Celigo integration product(s) you have purchased, the key business goals & success criteria you’d like to achieve via these products, and how Celigo will help you get there. The CSM will occasionally meet with you to ensure that you are on track towards goal achievement.

    Yes
Quarterly Benchmark

Compare your company to similar companies in your industry. Use quantitative insights to measure your integration health against others using the same products.

    Yes
Training

By request, Celigo will provide up to 2 hours of product training per quarter.

    Yes
Upgrade Planning

By request, Celigo will provide up to 1 hour of upgrade planning per quarter.

    Yes
Integration Monitoring

Celigo will monitor your integration dashboard on a regular basis (daily or weekly) to proactively identify errors, recommend solutions to fix and minimize errors, and suggest opportunities for improvement.

    Yes
Custom Integration Maintenance

Includes changes to data flow schedules, updates of connections, and resolution of errors. Does not cover new connections, transfer protocols, requirements, flows, or business logic. You may engage Celigo Implementation Services for these latter items.

    Yes
Eligible for Customer Advisory Board     Yes
Price Included with
Product Subscription
20% of Product Subsription Customer Success Plan Price Minimum of $1,000 Custom Pricing
Minimum of $3,000
A la Carte Surcharge

For a consistent experience across your Celigo products, Celigo recommends that you include all products in the same Customer Success Plan. If you wish to have different Customer Success Plans for individual products, an la carte surcharge will apply.

  5% of Customer Success
Plan Price
5% of Customer Success
Plan Price

Datasheet

Questions?

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