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.

Integration Monitoring

Celigo will collaborate with you to monitor your integration dashboard, proactively identify errors and recommend solutions.

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  
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    
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 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.

Learn what’s needed on both sides

Integration Readiness

Assess your people, processes, and systems for integration readiness

 

Q

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

Q

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
Shared
Shared
Customer Full
Customer Full
Celigo primary
Customer Primary
Customer Primary
Shared
Customer Full
Customer Full
Shared
Shared
Customer Primary
Shared
User acceptance testing (UAT) execution
Customer Full
Customer Full
Customer Primary
Error identification and resolution
Customer Primary
Customer Primary
Shared
Migration from sandbox to production environment, if applicable
Customer Full
Customer Full
Shared
Go-live / cutover into production
Customer Full
Customer Full
Shared
Administrator or power-user training
Shared
Shared
Shared

Richard Gobea

Accounting Manager

PayPal Logo
“Celigo did great! The project team did a good job of managing the project, coordinating between parties, and was always very responsive. That enabled us to hit the timeline target we had.”

Christopher Veck

Cio

PayPal Logo
“Celigo has quickly become an invaluable tool within Miansai. We have completed nearly a dozen integrations with NetSuite and have not encountered one with both the ease of installation and amount of control that Celigo provides.”
Want to learn more about integration? Visit our resource page.

There’s more to learn from best practices, how-to guides, and latest trends.