Customer Success services
We provide world-class Customer Success services designed to get you the most out of our products and help you in various phases of your project.
Add Premium Support and Professional Services designed in three levels to fit your demands.
Premium Support
On top of our 24/7/365 chat, email, and phone support, Premium Support provides guaranteed response times. With Premium Support, you can rest easy knowing your questions will be answered quickly and comprehensively by our team of Technical Support Engineers.
Guaranteed response time
Basic
$499
/month2 hours
of guaranteed response time
Standard
$999
/month1 hour
of guaranteed response time
Ultimate
$1,999
/month30 minutes
of guaranteed response time
“I’ve opened 6 or 7 tickets in the past few months and each one has had quick and accurate responses. Our development team has had CMS experience with [long list of content management vendors]. Your team has been the best.”
Professional Services
Cooperating on content projects for many years, we know that working on content is a continuous task. Thatʼs why we have a team of Customer Success Managers and Solution Architects ready to assist you with challenges you might encounter in your Kontent projects.
Basic
Get smooth onboarding and a main point of contact
$499
/monthStandard
Get best practices and content strategy recommendations
$999
/monthUltimate
Get project-tailored implementation recommendations
$1,999
/monthIncluded services
Customer Success Manager onboarding and care
Your dedicated Customer Success Manager will be in contact with your project manager, developers, and end-users. They will introduce the product to you and give you an overview of the product, services, and available resources along with best practices on how to start and avoid pitfalls.
Regularly, they will focus on your productivity with Kontent and possible optimizations with you. This includes introducing the latest product updates, updates on requested features, escalation point for support requests, and business reviews.
Product recommendations and best practices
Get recommendations and best practices about using Kontent and prepare for both business and technical aspects of your implementation. Product recommendations and best practices include:
Content modeling introduction
Explanation of the content-first approach
Identification of your core content types
Examples of the most common use cases
Content model optimization for editors, maintenance, and reuse
Content model review
Architecture and infrastructure recommendations
Content strategy and business analysis
Change management/digital transformation assistance
Content strategy and maturity assessment with general recommendations
Content migration best practices
Business part – content strategy, content review
Technical part – migrating content from your previous system to Kontent
Project-specific guidance and reviews
Get tailored recommendations for your particular Kontent project. Use our expertise to implement and work on your project the best you can. Our Solution Architects will provide:
Content modeling guidance including creating a proof of concept
Integration and customization guidance and review
SEO, URLs & optimization introduction
Performance and code efficiency review (available for JS and .NET implementations only)
Content strategy and business analysis with a report including tailored recommendations
Security review
Content migration assistance
Analysis of your current content architecture and strategies
Mapping and modeling of your content
Preparing Kontent environment for your content
Performing the migration
“Kentico Kontent stood out as experts on transitioning from traditional to headless CMS. Our content modeling workshop was invaluable in getting guidance on restructuring our content to be reusable across multiple channels. It highlighted new opportunities we hadn’t envisioned before. We couldn’t be happier with the team’s support.”
Additional services
One-time Training and Consulting
When you need to tackle a specific problem that isn’t included in our service plans, our Solution Architect can help your team find a solution. Before each consultation, you specify the topics you need to discuss, the questions we should answer, and your desired outcome.
Likewise, if your team is missing specific knowledge, we will provide a trainer, set up the training content, and spend a day educating your team.
The one-time consulting or training is offered for $1,999/day.
E-learning (coming soon)
Weʼre preparing e-learning sessions and certifications for different types of users. The access to the e-learning portal will be offered for $10/mo. per included or extra user in your Kontent subscription.
The courses and certifications are going to be available to all users within your subscription without any additional fee.
FAQs
Is the services subscription length tied to my Kontent subscription plan?
No, Customer Success services can have different lengths. The minimum subscription length for the Customer Success services is three months.
Can I get a different plan for Premium Support and Professional Services?
Yes, you can choose, for example, Standard Premium Support and Ultimate Professional Services. You can also choose just one of the services.
Can you deliver the Professional Services on-site?
Yes, we can send Customer Success Managers and Solution Architects on-site. Expenses for travel and accommodation are paid extra.
Can I see a list of services that we have already used up?
Sure, ask your Customer Success Manager to send you a report.
Can we use the services for a different project than we bought them for?
Customer Success services are purchased for the whole subscription and are applicable to all projects in it.
What is the difference between the subscription and one-time consulting?
All Professional Services subscriptions always include the onboarding and care of a Customer Success Manager and aim for long-term support of your development and business teams. Custom consulting is suitable for solving a particular technical problem in a couple of days.
Are there any limitations to Professional Services?
While the services canʼt replace your implementation team, they will help you with your decisions or proofs of concept. They are typically provided up to a certain number of hours per month: 2 for the Basic plan, 6 for the Standard plan, and 14 for the Ultimate plan.
When you need more assistance in the given month, you can upgrade the plan or buy one-time custom consulting.
How does the one-time consulting work?
You can use the purchased days based on the arrangements with the specific Solution Architect. You donʼt have to use your days consecutively; itʼs always best to discuss that with the Solution Architect. Unused consulting days expire after a year.
How can I cancel a service?
Subscriptions are renewed automatically. If you want to change the services in your subscription, contact us at least 15 days before the subscription is renewed.
