Select the Level that Fits Your Needs
| Essential | Preferred | Premier | |
Customer OnboardingCeligo 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. |
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Customer Compass ResourcesYour 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. |
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| 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 PriorityResponse times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan. |
4 HoursFollow up Response – 1 Day |
2 HoursFollow up Response – 1 Day |
1 HourFollow up Response – 12 Hours |
First Response – High PriorityResponse times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan. |
1 DayFollow up Response – 1 Day |
8 HoursFollow up Response – 1 Day |
4 HoursFollow up Response – 12 Hours |
First Response – Normal PriorityResponse times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan. |
3 DaysFollow up Response – 2 Days |
2 DaysFollow up Response – 2 Days |
1 DayFollow up Response – 2 Days |
First Response – Low PriorityResponse times are listed in business hours or business days, as calculated based on the support hours for each Customer Success Plan. |
5 DaysFollow up Response – 2 Days |
2 DaysFollow up Response – 2 Days |
1 DayFollow up Response – 2 Days |
Field Mapping ChangesYou may submit a support ticket and request that Celigo update your field mappings – or you may update your field mappings yourself, where applicable. |
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Support Channel: onlineCustomer 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. |
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| Support Channel: chat | |
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| Support Channel: phone | |
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Integration Success MapA 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. |
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Quarterly BenchmarkCompare your company to similar companies in your industry. Use quantitative insights to measure your integration health against others using the same products. |
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TrainingBy request, Celigo will provide up to 2 hours of product training per quarter. |
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Upgrade PlanningBy request, Celigo will provide up to 1 hour of upgrade planning per quarter. |
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Integration MonitoringIntegration Monitoring is designed to empower you with the knowledge and support you need to reduce and/or eliminate integration errors. Through daily and weekly reviews, we will provide you with error resolutions, data cleanup recommendations, and opportunities for error prevention. |
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Custom Integration MaintenanceIncludes 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. |
Available as an add on | Available as an add on | |
| Eligible for Customer Advisory Board | |
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| Price | Included with Product Subscription |
20% of Product Subscription Customer Success Plan Price Minimum of $1,000 | 30% of Product Subscription Customer Success Plan Price Minimum of $3,000 |
A la Carte SurchargeFor 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 |