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.
Select the Level that Fits Your Needs
ESSENTIAL
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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.
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Standard Celigo Support HoursPacific 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
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Standard Support SLAFirst Response - Urgent Priority 4 hours
First Response - High Priority 1 day
First Response - Normal Priority 3 days
First Response - Low Priority 5 days
PREFERRED
- All Essential Features +
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Personalized Onboarding and 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.
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Extended Support HoursUS 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 SupportUrgent Priority SupportPacific 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
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Improved Support SLAFirst Response - Urgent Priority 2 hours
First Response - High Priority 8 hours
First Response - Normal Priority 2 days
First Response - Low Priority 2 days
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Quarterly Training
By request, Celigo will provide up to 2 hours of product training per quarter.
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Custom Integration Maintenance
Available as an Add OnIncludes 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.
PREMIER
support for maximum success
- All Preferred Features +
- Strategic Planning with Customer Success Manager
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Integration Monitoring
Integration 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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Quarterly Upgrade Planning
By request, Celigo will provide up to 1 hour of upgrade planning per quarter.
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Highest Support SLAFirst Response - Urgent Priority 1 hours
First Response - High Priority 4 hours
First Response - Normal Priority 1 day
First Response - Low Priority 1 day
Compare All Plans
| 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 24x7. 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 24x7 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 |
The biggest advantage for us in having the Celigo Customer Success plan is to work with Celigo team closely. We can ask questions about specific areas of their solution and receive quick answers back. Together we have achieved great results in resolving existing issues as well as fine tuning our Connectors to perform more efficiently.
Overall, the Customer Success program has been a success. We used to spend 1.5 hours a day on errors and now we spend 5 minutes or less and our relationship with Celigo has improved greatly.