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
Standard support and resources
  • 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
Included with Product Subscription
PREFERRED
Designated Customer Success Manager and enhanced support
  • All Essential Features +
  • 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.

  • Extended Support Hours
    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
  • 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
  • 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
  • Custom Integration Maintenance
    Available as an Add On

    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.

20% of Product Subscription
{Minimum Price of $1,000}
PREMIER
Personalized adoption services and
support for maximum success
  • All Preferred Features +
  • Strategic Planning with Customer Success Manager
  • 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.

  • 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.

  • Quarterly Benchmark

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

  • Quarterly Training

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

  • 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
30% of Product Subscription
{Minimum Price of $3,000}

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.

Alex Grigorenko, eCommerce Manager,
Weby Corp

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.

Chad Kletschka, ERP Administrator,
AFG Distribution

Datasheet

Questions?

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