Algolia Support, Expert Services and Success Offerings

Table of content::

1. Essential Support
2. Premier Support (Contact Sales)
3. Expert Services Offerings
4. Technical Account Manager Services
5. Subscriber Success Offerings

Essential Support

Visit the Support page

Premier Support

Contact Sales

Expert Services Offerings

Whether you're new to Algolia, or an existing customer looking to adopt new capabilities, Algolia’s Expert Services is available to provide subscribers the foundation to get up and running successfully. Serving as a trusted advisor, an Algolia Expert Services team member will augment a subscriber’s team, providing deep subject matter expertise and best practices on search and discovery, platform configuration, and product training.

Expert Services

How Expert Services Work:
When you sign up for one of our Expert Services Packages, an Algolia Solution Architect will augment your team, advising on search and discovery best practices, platform configuration, and product training

Algolia Solution Architect overlay to your team:

Exclusive Onboarding Package

Expert Services will provide an Algolia Solution Architect to consult and advise on search and discovery, platform configuration, and provide training, delivered via remote workshops and status check-ins. The Solution Architect will augment Subscriber’s team, enabling Subscriber to design, implement, and deploy the Services.

Exclusive Onboarding includes:

• Access to an Algolia Solution Architect for 100 calendar days, up to 3 hours a week, inclusive of remote workshops, status meetings, and technical advisory on a single search application on a single platform.

• Workshops (up to 1 hour each in duration)

  • Kickoff

    • Introduce teams, validate scope and project timeline
    • Review Algolia key concepts and technology landscape

  • Search and Discovery Patterns

    • Advise on defining end-user personas, industry search and discovery patterns as related to Subscriber’s Algolia implementation

  • Data Model and Synchronization

    • Advise on outcome-oriented data modeling and indexing strategies
    • Advise on data schemas and strategies for managing data flows

  • Building the User Interface

    • Provide an InstantSearch overview, walk through coding examples, and analytics opportunities for Subscriber’s Algolia implementation

  • Relevance

    • Provide an overview of Algolia’s relevance algorithm and features, advising on developing a ranking strategy

  • Project Release Readiness

    • Review workshop recommendations and deployment checklist

  • Technical consultancy (initial requests to be submitted via email)

    • Address technical questions
    • Implementation review as needed
    • Weekly status check-ins

  • Deliverables

    • Workshop instructional workbooks
    • Workshop summary and recommendations

Introductory Onboarding Package

Algolia Expert Services will provide a Solution Architect to consult and advise on search and discovery, platform configuration, and provide training delivered via remote workshops, and status check-ins. The Solution Architect will augment Subscriber’s team, enabling Subscriber to design, implement, and deploy the Services.

Algolia will perform the following Expert Services:

• Access to an Algolia Solution Architect for 60 calendar days, up to 3 hours a week, inclusive of remote workshops, status meetings, and technical advisory on a single search application on a single platform.
• Workshops (up to 1 hour each in duration)
  • Kickoff
    • Introduce teams, validate scope and project timeline
    • Review Algolia key concepts and technology landscape
  • Data Model and Synchronization
    • Advise on outcome-oriented data modeling and indexing strategies
    • Advise on data schemas and strategies for managing data flows
  • Building the User Interface
    • Provide an InstantSearch overview, walk through coding examples, and analytics opportunities for Subscriber’s Algolia implementation
  • Technical consultancy
    • Response to technical questions
    • Weekly status check-ins
    • Initial requests to be submitted via email
  • Deliverables
    • Workshop instructional workbooks
    • Workshop summary and recommendations

Feature Pack

Expert Services will provide an Algolia Solution Architect to consult and advise on search and discovery, platform configuration, and provide training, delivered via remote workshops, and status check-ins. The Solution Architect will augment Subscriber’s team, enabling Subscriber to design, implement, and deploy the Services.

Feature Pack includes:

• Made available post go live, access to an Algolia Solution Architect for 30 calendar days, up to 3 hours a week, inclusive of remote workshops, status meetings, and technical advisory on a single search application on a single platform.

• Workshops (up to 1 hour each in duration)

  • Kickoff
    • Introduce teams, validate scope and project timeline
    • Review Algolia key concepts and technology landscape
  • Subscriber may choose a single workshop from Algolia's Expert Services Offerings. Contact Sales for a menu of our workshop offerings and make a selection.

• Technical consultancy (initial requests to be submitted via email)

  • Address technical questions
  • Weekly status check-ins

• Deliverables

  • Workshop instructional workbooks
  • Workshop summary and recommendations

Expert Services: Custom

Contact Sales

Expert Services Specific Terms:

• Expert Services Do Not Include:
  • Code authoring, delivery, and maintenance
  • Design and implementation of User Interfaces
  • Configuration of dashboard or any other Services
  • Staging and deployment to production
  • Providing systems, functional or performance testing, including test scripts and execution
  • Data indexing activities and data transformation or synchronization scripts that may be required
  • On-call support during Subscriber Deployment
• Unused Services: All Expert Services subscriptions must be used within the services period provided for in the applicable Expert Services offering. Any Expert Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Expert Services not used within the applicable services period.
• Travel Expenses: If Subscriber requests Algolia personnel to travel to Subscriber’s offices or other sites outside of Subscriber’s offices, Algolia will separately invoice Subscriber, and Subscriber will pay, for all out of pocket travel related expenses which shall be paid within thirty (30) days of receipt of invoice. Travel expenses may include airfare, hotel, ground transportation and daily meal expenses not to exceed USD $60 or equivalent per day (consistent with Algolia’s internal Travel and Entertainment Expense Policy) per Algolia team member.
• General: Algolia reserves the right to determine which of its personnel shall be assigned to perform the Expert Services, and to replace or reassign such personnel during the term of the subscription.
  • In order to receive or expect the Expert Services, Subscriber shall, prior to project kickoff, grant the assigned Algolia personnel access to tools, wireframes, diagrams, designs, analytics, assets, systems, platforms or any other software necessary to deliver the Expert Services.
  • Subscriber will ensure a timely response to Algolia requests or messages. If a response to any such request or inquiry is not received within 48 hours, the issue may be escalated to Subscriber’s assigned project leader for prompt resolution.
  • Delivery of deliverables within the defined services period is contingent upon Algolia receiving time sensitive resources for the project from Subscriber, including the time of Subscriber’s designated project leader and other stakeholders (e.g., participation of the applicable stakeholders in training workshops).

Technical Account Manager Services

The services of a Technical Account Manager (“TAM”) will be made available to provide the services described below for the term of a subscription plan that includes a TAM.

TAM will:

• Serve as subscriber’s primary Technical Support lead, with access to Algolia technical experts, and will facilitate collaboration on broader technical matters
• Proactively manage escalation and resolution of support tickets
• Provide monthly Technical Support ticket reviews
• Consult on known issues and changes that may affect operation and availability of the product

Availability:

• TAM is available Monday - Friday during 4:00 PM - 12:00 AM UTC for North America subscribers and 8:00 AM - 4:00PM UTC for European subscribers.
• TAM will become available to Customer upon completion of the Expert Services Onboarding service

TAM Services Do Not Include:
Services which are generally provided as Expert Services, including but not limited to: onboarding, consulting, implementation, code development or configuration of Algolia services.

Subscriber Success Offerings

Basic Success Plan

All Subscribers have access to a BasicSuccess Plan with an Algolia subscription plan including Online Resources & Guidance as described below. Basic Success Plan includes access to:

• 1 Live Webinar: How to leverage our Resources Center
• Algolia University - “Training Platform”: “Introduction to Algolia”
• Documentation: Access to Algolia’s Services Documentation available at https://www.algolia.com/doc/
• Essentials Best Practices Guides: Overview of concepts and recommended actions for Subscriber’s project
• Access to Algolia Community Hub

Basic Success Plan does not include a named Customer Success Manager, regular planned Phone & Zoom Calls, development of any code or design deliverables or the direct maintenance of any existing code.

Advanced Success Plan

All committed Algolia subscriptions with an annual commitment of more than $10,000 will be granted access to an Advanced Success Plan with Algolia guidance and onboarding recommendations as described below:

• Email access to Customer Success Team
• Customer Success Team will propose a set of fundamentals and best practices guidance through On-Line Trainings, Live Webinars, and Onboarding Series Guides to enable Subscriber to achieve its business goals, including through:
  • Algolia University - Advanced Training: “Training Platform” granting Subscriber with a range of online Fundamental training tracks including an e-learning platform and sets of videos, to learn at Subscriber’s own pace.
  • Advanced How-To Guides & Webinars: Explore step-by-step project guides & specific how-tos
  • Customer Success Intro Webinar consisting of a Getting Started HowTo Guide on:
    • How to start with Algolia
    • How to interact with Algolia Shared Success Team
    • Links to relevant materials & resource
    • How to reach out to for a technical guidance

The Advanced Success Plan does not include any named Customer Success Manager, regular planned Phone & Zoom Calls, development of any code or design deliverables nor the direct maintenance of any existing code.

Strategic Success Plan

All committed Algolia subscriptions with an annual commitment of more than $80,000 will be granted access to a Strategic Success Plan with access to an assigned Customer Success Manager and Algolia guidance and onboarding recommendations as described below:

• Customer Success Manager will propose a set of fundamentals and best practices guidance through On-Line Trainings, Live Webinars, and Onboarding Series Guides to enable Subscriber to achieve its business goals, including through:

  • Algolia University - Advanced Training: “Training Platform” granting Subscriber with a range of online Fundamental training tracks including an e-learning platform and sets of videos, to learn at Subscriber’s own pace.
  • Advanced How-To Guides & Webinars: Explore step-by-step project guides & specific how-tos
  • Customer Success Intro Webinar consisting of a Getting Started HowTo Guide on:
    • How to start with Algolia
    • How to interact with Algolia Shared Success Team
    • Links to relevant materials & resource
    • How to reach out to for a technical guidance

• Assigned Customer Success Manager will engage in one-to-one or small group (as may be requested by Subscriber):

  • Business reviews with the Subscriber (up to 4 times per year) and regular check-in calls
  • 2 Training sessions for Subscriber’s appointed business users
  • Operational support status reviews as needed
  • 1 Implementation review before go-live
  • Guidance on relevance configuration and optimization
  • Best practice guidance for search user experience and appropriate relevance metrics
  • Usage optimization and adoption guidance for Algolia advanced & new features
  • Guidance to Subscriber for the design of a mutual success plan as agreed by Algolia and Subscriber before the project kick-off

• Expert Services Offering: Introductory Onboarding Package included

This Strategic Success Plan does not include development of any code or design deliverables nor the direct maintenance of any existing code.