> ## Documentation Index > Fetch the complete documentation index at: https://cloudinary.com/documentation/llms.txt > Use this file to discover all available pages before exploring further. # Cloudinary Image & Video onboarding FAQ for Enterprise customers [//]: # (INTERNAL REMINDER - To add a new question, must also add a new parallel standalone page. If modifying the wording of an existing question, need to also update the en.yml for the parallel standalone page. Details in our doc procedures GoogleDoc.) This page provides quick answers to the most common questions that organizations ask when evaluating or getting started with Cloudinary. > **NOTE**: This page is specifically for Enterprise customers. More FAQs can be found in the [Onboarding FAQ](developer_onboarding_faq). ## Cloudinary packages How do Cloudinary units work? Cloudinary's Enterprise pricing structure is based on units. You can flexibly utilize the units in your enterprise plan for transformations, storage, image impressions (for contracts signed after Jan 1, 2024), and/or bandwidth based on your use case. A unit can be used for any combination of: * **Transformations** * Most image transformations, including complex chained transformations, count as a single transformation. * Most video transformations are counted per second. (The number of [transformations per second](transformation_counts#progressive_videos) depends on the delivered video resolution). * Some advanced transformations or formats that require sophisticated processing have special [transformation counting](transformation_counts) rules. * **Managed storage** * Storage includes your main asset storage, a cached copy of each derived asset (from delivered transformations), and any revisions backed up to the [Cloudinary backup storage](backups_and_version_management). * **Image impressions** (relevant only for new or renewed contracts signed after Jan 1, 2024) * The number of times an image is successfully delivered. [Learn more](developer_onboarding_faq_image_impressions). * **Video seconds** (relevant to certain accounts as an alternate to bandwidth) * The number of seconds of successfully delivered bytes of a video. [Learn more](developer_onboarding_faq_video_seconds). * **Delivered bandwidth** * For images: * If your contract includes image impressions, bandwidth is not counted at all for delivered images (except 3D/animated formats - see below). * If your contract does not include image impressions, all delivered images use the bandwidth metric based on the delivered image size. * For videos: * If your contract includes video seconds, bandwidth is not counted at all for delivered videos. * If your contract does not include video seconds, all delivered videos use the bandwidth metric based on the delivered video size. * For 'raw' files (files that are neither images nor videos) as well as 3D and animated images, the bandwidth is based on the delivered file size. You can see your current unit usage and breakdowns in the Dashboard page of the Console. Refer to your contract for specific unit definitions for your account. --- How do I upgrade my account? Check the terms of your contract for options available to you. If you have any questions about your Enterprise plan, feel free to contact your Account Manager. --- Can I purchase Cloudinary via another cloud platform or local partner? Yes, if they are registered as an authorized reseller of Cloudinary. Check with your Cloudinary Account Executive. --- ## Implementation packages How do I know what implementation package I have? Implementation packages encapsulate the various aspects of onboarding to Cloudinary, including implementation and training. During the procurement process your Cloudinary Account Executive and/or Solutions Engineer reviews our Implementation Package tiers with you and will provide you with a SoW (Statement of Work). Your package is also stated in your Order Form. If in doubt you can always reach out to your Customer Success Manager to clarify. --- What's included in my implementation package? Here's a high level overview of what's included as standard in each tier. However, always refer directly to your own contract. Included Services | ActivateDesigned for small teams that want to activate quickly and self serve | AccelerateGuided onboarding to help accelerate your adoption of core Cloudinary best practices | AmplifyExpert-led onboarding. You’ll partner with Cloudinary’s team to amplify your Cloudinary configuration | CustomAbility to customize services for implementation purposes based on a customer's needs not currently covered in the implementation packages --|--|--|--|-- Asset Migration | One of the following:0 + 2 integrations1 + 1 integration2 + 0 integrations | 2 | 4 | Refer to your SoW. Integrations | One of the following:0 + 2 asset migrations1 + 1 asset migration2 + 0 asset migrations | 2 | 4 | Refer to your SoW. Custom Reports | - | 2 | 4 | Refer to your SoW. Project Manager | - | - | ✔ | Refer to your SoW. Custom Training | - | - | ✔ | Refer to your SoW. Hours | Up to 30 hours | Up to 70 hours | Up to 250 hours | Refer to your SoW. Delivery Timeframe | 4 - 6 weeks | 8 - 12 weeks | 18 - 28 weeks | Refer to your SoW. --- ## Onboarding scope What happens if we don't finish onboarding on time? One of the biggest challenges of any time-boxed project is ensuring that all core requirements are delivered to the highest standard in a timely manner. So, to ensure your onboarding is delivered within the designated delivery timeframe as per your Implementation Package, ensure that at the start of the project you have a clear discussion with your Cloudinary implementation team on priority requirements and any foreseeable blockers. In spite of having done so, if you see that you're approaching your delivery deadline, reach out to your Customer Success Manager, and, if applicable, your Solutions Architect and/or Project Manager to determine a plan of action. --- What happens if we go over our onboarding hours? To help your onboarding to stay on time, during your design workshops, ensure that core requirements are clearly defined. Your Cloudinary onboarding team will do their best to highlight to you when you are likely to exceed your onboarding hours. Your Solutions Architect will review the work that is left to be completed and will support you in prioritizing the critical tasks. --- How can I upgrade my package? Speak to your Customer Success Manager and Account Executive directly to assess the best options for you. --- ## Onboarding and implementation What are the key stages in Cloudinary's onboarding? 1. **Collaborate**: This marks the start of the project and is your opportunity to tell the Cloudinary team your goals and objectives to ensure everyone is aligned on the core aim of the project. 2. **Landscape**: With those objectives in mind and working closely with you through a series of guided workshops, the Cloudinary team will start to landscape your requirements and design your solution. 3. **Operationalize**: In implementation sprints, we'll work closely with your technical team to translate your needs into the configuration of your Cloudinary solution, aligning it with your preferred workflow. 4. **Understand**: Taking the "train the trainer" approach, your Customer Success Manager will lead user group training so your teams understand how to confidently use your Cloudinary solution for day-to-day operations. 5. **Drive**: The Cloudinary team will prepare a detailed plan ensuring a smooth transition into business-as-usual operations. Equipped with Cloudinary best practices, you'll be prepared to start working and driving results! --- How should I prepare for my onboarding and implementation? * **Goals & Objectives** * Ensure that you've clearly defined the goals and metrics you want to achieve, short and long term. These will guide the initial scoping and define the work that should be prioritized for onboarding purposes. * **Your People: Roles & Responsibilities** * People play a central and critical role in any project. It's not only essential to have the right individuals on the project, but it's equally vital to ensure they have the capacity to support the project from start to finish. See [Which stakeholders should I include in the onboarding?](#onboarding_stakeholders). * **Key milestones, Delivery & Target Go-live Dates** * Having an initial and realistic target go-live date ensures the right momentum and focus for the project. It's important for the Cloudinary team to understand any key milestones so that they can best support you in meeting them. --- How long does onboarding take? * The Implementation Package has an initial benchmark in terms of a delivery timeframe. * For less complex implementations, this can take between 4 - 6 weeks. * For more complex implementations with multiple teams and markets involved, this can take up to 18 weeks. --- Can my preferred SI/Agency perform the implementation? Yes! We have lots of resources for our partners to learn Cloudinary technology and implementation best practices. We also have a comprehensive certification program and recommend that individuals working on your environment be certified. If you need a recommendation for a certified partner, you can view the [solution partner directory](https://cloudinary.com/partners/solution-partners). --- ## Onboarding and project team Which Cloudinary resources are involved in the onboarding? * **Customer Success Manager** * Your Customer Success Manager is with you throughout your journey at Cloudinary. * They are here to support you on account-level queries as well as Cloudinary best practices, drawing on their extensive knowledge of the solution and experience working with many clients with similar challenges. * **Solutions Architect** * Will act as your technical consultant and, in particular, will advise on any custom requirements. * **Project Manager** * If applicable, your Project Manager will support you in managing the overall project. * In some cases they will share a project plan detailing the full scope of the project tasks and delivery timelines. They will facilitate project status meetings and executive summaries as needed, and are your point of escalation for project related feedback. --- Which stakeholders should I include in the onboarding? * **Project Lead** * Much like the Cloudinary Project Manager, it's highly recommended to have a single resource supporting the project who will work in unison with your Customer Success Manager and in some cases your Cloudinary Project Manager, to ensure the project is delivered to a high quality and in a timely manner. * **Technical Lead** * Plays a key role in supporting the technical configuration of the solution, advising on dependencies, effort and overall technical requirements. * **Business Lead** * This resource plays a key role in representing the end users, and is responsible for gathering and sharing core business requirements that inform the project scope and shape the Cloudinary solution. --- How does Cloudinary help train my team? Taking the "train the trainer" approach, your Customer Success Manager will lead user group training so your teams understand how to confidently use your Cloudinary solution for day-to-day operations. As part of the **Amplify Implementation** packages, you will further benefit from a custom training program that not only covers the Cloudinary fundamentals, but is also designed to train your teams on custom workflows to increase adoption of the Cloudinary platform. --- How does Cloudinary support our partners? If you would like your own preferred partner to be involved and they are new to Cloudinary implementations, we can assign them to our Partner Success Manager (PSM), who will be able to guide them through the required accreditation that will quickly enable them to take the lead. Under these circumstances, we recommend that they take three to four weeks to reach full 'certified' status, prior to kickoff. This, of course, depends on their availability. You can also utilize one of Cloudinary's recommended partners for your project. They are fully certified and have experience with Cloudinary implementations. The Cloudinary team will continue to work with and support your partners throughout the process to ensure a successful onboarding for all parties involved. ---