Customer Success Services

Skuid takes your success as a customer very seriously. It is our mission to help you become Skuid experts and have fun building great applications for your end-users. To that end, we have created a Customer Success organization that will come alongside you through every step of your journey to better applications and make sure you get the most out of your Skuid investment.

Customer Success Services Options Summary

Skuid provides customer success services associated with each pricing plan. The table below includes the features that come with each plan tier:

Essentials

Growth

Enterprise

Cost

Included with subscription

Included with subscription

Included with subscription

Online community

X

X

X

Online documentation

X

X

X

Online video tutorials

X

X

X

Included Training

1 day

2 days

3 days

Enablement

8 hours

16 hours

40 hours

Case management

X

X

X

Named case submitters

3

5

8

Number of cases per month

3

6

Unlimited

Number of full end-users & builders

Up to 200

Up to 1,000

Unlimited

Number of infrequent named users

Up to 8,000

Unlimited

Support for force.com

X

X

Salesforce ticket escalation

X

X

Support hours*

8am - 5pm
Local

8am - 5pm
Local

8am - 9pm EST
M-F

Issue response (see below)

Standard SLGs

Elevated SLGs

Elevated SLGs

Reporting

Monthly Bulletin

Quarterly Review,
Monthly Bulletin

Quarterly Review,
Monthly Bulletin

Technical Support Engineer

TSE Pool

Named TSE

Named TSE

Customer Success Management

Named CSM

Skuid Customer Success Details

Skuid Community. Online Community Support is delivered through a Web portal. Your users can ask questions or submit issues over the Web via the Skuid Community portal at community.skuid.com. Users will be asked to provide their company name and contact information to become a member of the Skuid Community portal. Once granted membership, users can submit issues, questions, praise, or requests and receive responses from Skuid staff, Skuid customers, or Skuid partners. Skuid staff monitors the Skuid community portal on weekdays, excluding holidays, from 9 a.m. to 9 p.m. Eastern US time, but there is no guaranteed response or service level associated with the use of the community.

Skuid Docs. Accessible through Skuid’s website is a wealth of documentation to help you get a grasp of Skuid concepts, explore specific features or capabilities, learn how to administer Skuid, and get step-by-step walkthroughs on how to build with Skuid. All this is available at docs.skuid.com.

Online Video Tutorials. Check out our growing library of videos, case studies, and webinars. Subscribe to the Skuid Channel on YouTube to stay informed of new videos.

Skuid Training. Attend live training (remote online or in-person) to accelerate your learning. Skuid training is a mixture of instruction, collaborative workshopping, and hands-on guided building that we can tailor to fit your needs. Training is offered in one, two, or three contiguous day courses and is limited to 10 participants.

Enablement. Get the help you need with Skuid enablement hours. Each tier includes time you can use for case review, UX design reviews, DSS configuration, build best practices guidance, change management consulting, or just ad hoc advice. Our professional service experts deliver these hours  which aren’t intended to replace a professional service engagement. You can consume  enablement hours in one-hour increments.  Contact your sales representative or customer success manager to get started.

Case Management. A defined number of your employees will have direct access a private, secure case management system to submit, review, and track cases for your company. 

Reporting. Get a monthly customized report summarizing support engagement as well as relevant announcements and technical bulletins. For Growth and Enterprise customers, the customer success team will schedule and conduct quarterly reviews so your key stakeholders can evaluate the support you’ve received in terms of performance against service level goals and perform a general case review.

Technical Support Engineers. Avoid issues, remove obstacles, and resolve problems quickly with our team of Skuid experts. In the Essentials tier, you have access to our pool of specialists. Growth and Enterprise tiers have a designated primary support engineer assigned to your account.

Customer Success Management. Enterprise tier customers receive an assigned Customer Success Manager as your primary point of contact. The CSM is the conduit for engaging relevant resources within the Skuid team and escalates urgent issues.

Service Level Definitions

Skuid provides levels of response to raised cases based not their impact and urgency. The following Issue Level Definitions are used for corresponding response levels. The Issue Level will be assigned by the customer on the initial communication to Skuid Technical Support.

Issue Level

Description and Examples

Level 1 - Urgent

Critical production issue affecting all customer users in production, including Skuid unavailability issues with no workaround available.

Level 2 - High

Major functionality is impacted or significant performance degradation is experienced in production. Issue is persistent and affects many users and/or major functionality. Issue impacting major production release schedule. No reasonable workaround is available.

Level 3 - Medium

Minor performance degradation or defect affecting some but not all users. A short-term workaround is available, but not scalable. Other time-sensitive requests.

Level 4 - Low

Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; defect affecting a small number of users. A reasonable workaround is available. Resolution is required as soon as reasonably practicable.

Response Service Level Goals (SLGs)

Skuid provides issue responses according to Issue Levels as set forth below. These are Service Level Goals, not agreements or guarantees.

Once the communication is made by the customer to Skuid, Skuid will respond to the request within the response time as defined below. During the Problem Identification Phase, a determination will be made as to whether the reported problem is internal or external to Skuid Services. During the Problem Identification Phase, a workaround may be identified by Skuid and offered to the customer to minimize the impact of the issue while a permanent resolution is being prepared.

Issue Level

Essentials Tier

Growth and Enterprise Tiers

Level 1 - Urgent

Response to the customer within the same business day within business hours. Continuous work on diagnosis to commence immediately after acknowledgment. Progress report one time each business day during support operations hours.

Response to the customer within one business hour during support operations hours. Continuous work on diagnosis to commence immediately after acknowledgment. Progress report one time each business day during support operations hours.

Level 2 - High

Response to the customer next business day during support operations hours. Progress report one time every other business day during support operations hours.

Response to the customer within two business hours during support operation hours. Progress report one time every other business day during support operations hours.

Level 3 - Medium

Response to the customer within two business days during support operations hours. Progress report within five business days of previous response during support operation hours.

Response to the customer within one business day during support operation hours. Progress report within five business days of previous response during support operation hours.

Level 4 - Low

Response to the customer within five business days. Progress report within five business days of previous response during support operation hours.

Response to the customer within five business days. Progress report within five business days of previous response during support operation hours.

Cooperation. Skuid must be able to reproduce errors in order to resolve them. The customer agrees to cooperate and work closely with Skuid to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to the Customer's approval on a case-by-case basis, Customers will be asked to provide remote access to their salesforce.com account and/or desktop system for Skuid troubleshooting purposes. The customer may be asked to provide separate sandboxes for Skuid only troubleshooting. The customer is expected to provide appropriate data loads for troubleshooting performance issues.

Communication. Skuid provides Support customers with access to our Technical Support email and case management login for the initial reporting of problems. Skuid also provides access to our online support community and knowledge base. If you cannot reach your named Technical Support Contact (or other Skuid resources) directly via initial communication during support operations hours, but Skuid support receives an email or support request indicating the problem, then Skuid will acknowledge its receipt of your issue by return email in accordance with the Support Service levels defined in the Response Level Table. 

Skuid provides an escalation process where an unresolved technical problem can be elevated to higher managerial levels of authority for resolution.

Excluded Items. Customer Success Services do not include any of the following:

  1. Developer support for customer-written code, or offering suggestions to help with issues encountered during code development, including SOQL queries, or pre-release regression testing.
  2. Building Skuid pages. A professional services engagement can be scoped separately to assist with this. 
  3. Salesforce Administration services.
  4. Assistance with non-Skuid products, services, or technologies, including salesforce.com implementation, administration, or use of third-party enabling technologies such as databases, computer networks, or communications systems.
  5. Assistance with Salesforce password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator.
  6. Assistance with Salesforce usernames. For assistance with usernames, users should contact their system administrator.
  7. Assistance with Salesforce lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account or wait for the lockout period to expire.
  8. Assistance in developing user-specific customizations.
  9. Assistance with other AppExchange applications, whether authored by Skuid, Customer, or a third party.
  10. Assistance with installation or configuration of hardware, including computers, hard drives, networks, or printers.

For assistance outside the scope of the included customer success services, please contact your sales representative or customer success manager. Skuid provides comprehensive professional services to help you design, develop and deploy your Skuid applications and has a list of consulting partners that specialize in Skuid as well as Salesforce and other related technologies.

Technical Support Operations

Skuid Technical Support operates from 3:00 AM to 9:00 PM U.S. Eastern time on weekdays, excluding the following major U.S. holidays: 

Holiday

Observed

New Year's Day

January 1

Martin Luther King Day

Third Monday of January

President's Day

Third Monday of February

Good Friday

Friday before Easter Sunday

Memorial Day

Last Monday in May

Independence Day

July 4, or prior Friday/following Monday if it falls on a weekend

Labor Day

First Monday in September

Thanksgiving

Fourth Thursday in November

Black Friday

Fourth Friday in November

Christmas Eve

December 24

Christmas Day

December 25

New Year's Eve

December 31

Changes to Customer Success Services. Skuid may change its Customer Success services from time to time at its sole discretion.

Updated: 4/16/2021

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