We win when our customers win
Choose Your Customer Success Plan
Learn about our services to help you and your business succeed.
Your success is our success!
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.
Engage With A 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.
 |
ESSENTIAL Included with Product Subscription Standard support and resources |
PREFERRED 20% of Product Subscription Designated Customer Success Manager and enhanced support |
PREMIER 30% of Product Subscription Personalized adoption services and support for maximum success |
| 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. |
|||
| Standard Celigo Support Hours 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 |
|||
| Online Ticket and Chat Support | |||
| Standard Support SLA First Response - Urgent Priority 4 hours First Response - High Priority 1 day First Response - Normal Priority 3 days First Response - Low Priority 5 days |
|||
| Touchpoints with Customer Success Manager 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. |
|||
| Extended Support Hours US Pacific: 4pm Sunday through 5pm Friday US Eastern: 7pm Sunday through 8pm Friday Greenwich: 11pm Sunday through 12am Saturday Australian Eastern: 10am Monday through 11am Saturday |
 | ||
| Weekend Support Urgent Priority Support Pacific Time:8:00 AM – 5:00 PM Saturday - Sunday Eastern Time: 11:00 AM – 8:00 PM Saturday - Sunday Greenwich Mean Time: 4:00 PM – 1:00 AM Saturday - Sunday Australian Eastern Time: 3:00 AM – 12:00 PM next day, Sunday – Monday |
 | ||
| Phone Support | Â | ||
| Improved Support SLA First Response - Urgent Priority 2 hours First Response - High Priority 8 hours First Response - Normal Priority 2 days First Response - Low Priority 2 days |
 | ||
| Quarterly Training By request, Celigo will provide up to 2 hours of product training per quarter. |
 | ||
| Strategic Planning with Customer Success Manager | Â | Â | |
| Quarterly Upgrade Planning By request, Celigo will provide up to 1 hour of upgrade planning per quarter. |
 |  | |
| Highest Support SLA First Response - Urgent Priority 1 hours First Response - High Priority 4 hours First Response - Normal Priority 1 day First Response - Low Priority 1 day |
 |  |
Starting Your Implementation Journey
Whether you are implementing one of our prebuilt Integration Apps or a complex orchestration between multiple applications, Celigo has
implementation offerings to make you successful.
Integration Readiness
Assess your people, processes, and systems for integration readiness
Integration Readiness
Your People
-
Possess administrator-level skills and experience with both end point systems
Ability to create custom objects/records, fields, searches, and automated processes; understands the object architecture and relationships; ability to read and create reports; security and access controls of business application or other required systems (e.g email, ftp site)
-
An experienced individual with decision making authority has been allocated to lead the project and drive the necessary decisions.
The individual should have a clear understanding of project scope and the impact of change orders, previous experience leading at least one enterprise application implementation project and one integration from start to finish, and hands-on experience creating & managing to a project plan, issues log and UAT plan. The individual should have capacity to dedicate an estimated 5-10 hours per week on the project.
-
Understand and are experienced with data management.
Includes prior experience cleansing data and familiarity with each system’s data loading utilities.
-
Experienced subject matter experts (SMEs) have been allocated to the project.
The SMEs are adept at learning, configuring and testing software; have the experience and know-how needed to make decisions on how your company should use the integration; and should have capacity to dedicate an estimated 5-10 hours per week on the project.
Your Process
-
Business processes related to the integration are mature and well defined.
-
Your team has a clear definition of what data set (objects, fields) will be exchanged between the end point systems.
-
Your requirements can be met via the out-of-the-box product; you do not require any custom components or custom development.
Your System
-
The team has the security access required, across any relevant systems and applications.
An account (login credentials) with the necessary roles and permissions for all systems including related systems such as email, ftp site, etc. as required to complete the integration
Team Responsibilities
For Integration App Implementations
Learn more about what we do and you do for each implementation offering
Integration App Team Responsibilities
|
Customer
Celigo
|
SELF-PACED |
GROUP |
PERSONAL |
| Guidance on product capabilities |
Customer Full
|
Customer Full
|
Customer Full
|
| Guidance on implementation best practices and considerations |
Customer Full
|
Customer Full
|
Customer Full
|
| Guidance at key project milestones |
Customer Full
|
||
|
Project management Includes creation of the project plan, management of deliverables and due dates, scheduling of meetings, coordination of resources, management against an issues log, etc.
|
Customer Full
|
Customer Full
|
Celigo primary
|
|
Drive implementation decisions Configuration settings, functionality to use, mapping of business processes to the solution, etc.
|
Customer Primary
|
Customer Primary
|
|
|
Configuration of integration flows Includes definition and setup of field mappings, overall connector settings, integration flow schedules, etc.
|
Customer Full
|
Customer Full
|
|
|
User acceptance testing (UAT) planning Includes defining test cases and a test plan
|
Customer Primary
|
||
| User acceptance testing (UAT) execution |
Customer Full
|
Customer Full
|
Customer Primary
|
| Error identification and resolution |
Customer Primary
|
Customer Primary
|
|
| Migration from sandbox to production environment, if applicable |
Customer Full
|
Customer Full
|
|
| Go-live / cutover into production |
Customer Full
|
Customer Full
|
|
| Administrator or power-user training |
Richard Gobea
Accounting Manager
Christopher Veck
Cio
Want to learn more about integration? Visit our resource page.
There’s more to learn from best practices, how-to guides, and latest trends.