Our Success and Support Plans
- Nickolette De Clerck
- Abraham Lloyd
This page provides an overview of the different success plans available to Cuneiform® for Salesforce® customers. Use this page to learn about our Standard and Premier Success plans, their SLAs, and features. These plans are available to all Cuneiform for Salesforce customers.
APPLIES TO | CUNEIFORM FOR CRM CUNEIFORM FOR DATA CLOUD
Table of Contents
Introducing Our Customer Success Plans
PeerNova provides success plans for all Cuneiform for Salesforce customers, designed to meet you wherever you are in your Salesforce data reliability journey.
Standard and Premier Success Plan Details
Our Standard and Premier Success plans provide comprehensive support and experience to Cuneiform for Salesforce customers. These plans will accelerate your teams' value generation using our products.
Our Standard Success plan allows customers to learn and adopt at their own pace leveraging our always-on resources. This includes:
Access to Email and Slack-based support
Consultative support during business hours
Access to our product documentation, solution kits, and on-demand webinars
Our Premier Success plans provide accelerated service and outcome guidance. Premier plans include all Standard benefits plus:
One-time installation configuration support
Pre-purchased advisory and consulting hours
Outcome-driven accelerators to drive custom data health, reliability, and AI readiness
Our Standard success plan is available to all customers who purchase Cuneiform for Salesforce Products. Our Premier Success plans are available through an annual subscription.
Please email us at sfsupport@peernova.com with any questions about our Cuneiform for Salesforce Success plans, their benefits, or their annual subscription cost.
Premier Success Silver and Gold Plans
Our Premier Success plans come in two distinct offerings: SILVER and GOLD . Each Premier Success plan carries its own advisory or consultative benefits (expert coaching).
Premier Success (Silver)
Our SILVER plan is ideal for companies seeking accelerated guidance but still desire to operate and implement independently.
Include up to twenty (20) export coaching hours that can be used for advisory engagements
Premier Success (Gold)
Our GOLD plan is for customers seeking a tailored experience championing their unique strategic data health, reliability, or AI readiness goals.
Include up to forty (40) export coaching hours that can be used for advisory engagements or consulting support.
Email Support and Service Level Agreements
All Success Plans include email and Slack-based support and follow the Service Level Agreements defined in our Master Subscription Agreement (MSA). Please view our Service Level Agreements page for additional details.
Always On Resources Available
We provide all customers access to our Product Documentation, On-Demand Webinars, and Solution Kits. Each resource is always on and available to customers in their moment of need.
Product Documentation
We constantly update our Product Documentation to include the latest features, guidance, and release updates.
Website Resources
Our Website Resources contain access to our blog, thought leadership, podcasts, and on-demand webinars.
Solution Kits
Our Solution Kits (coming soon) provide step-by-step guidance for common Cuneiform for Salesforce product use cases.
Premier Success Plan Benefits
What differentiates our Standard and Premier Success plans are a collection of advisory services that accelerate installation, use-case exploration, and value-generating outcomes.
Installation Support and Training
Premier Support customers receive scheduled installation guidance, support, and training as part of their onboarding process. Customers can schedule an installation appointment with one of our Solution Architects – and complete their product installation, configuration, and validation in under an hour.
Please note that our Architects will provide virtual guidance following our documented CRM and Data Cloud Installation and Configuration instructions. Customers are responsible for making all configuration changes in their Salesforce environments.
Expert Coaching Sessions and Advisory Services
Expert Coaching and Advisory Services are available to Premier Silver and Gold plan members.
Premier Success customers receive a set of advisory or consultative hours with their subscription that can be used to quickly execute focused, outcome-based assessments of their CRM org. These assessments are driven by expert coaching sessions – which are small, structured engagements designed to produce specific data health or reliability outcomes while teaching data assessment best practices.
Custom Data Reliability Solutions
Custom Data Reliability Solution services are available to Premier Silver and Gold plan members.
For customers who require a more comprehensive level of service and guidance, we offer custom solution engagements to enhance data reliability in your CRM org. Our Solution Architects will provide advisory support to your team or partner. These engagements are designed to be followed sequentially as the value and expertise they deliver build upon each other.
