Customer Success and Support Plans | Cloudinary

Cloudinary Customer
Success and Support Plans

At Cloudinary, delivering an amazing support experience is our top priority. We are proud to offer a range of support plans designed to deliver the right mix of tools, capabilities and access to our customer service experts around the world. Whether you are a developer just starting your Cloudinary journey or a large organization using our industry-leading technology to deliver and manage your (growing list of) digital assets, we are confident you will find the right plan for you.

Cloudinary’s support plans are designed based on our experience handling hundreds of thousands of support tickets, to provide the perfect fit for customers at any stage of their lifecycle, from exploring and developing, to a mission-critical operational system.


Guaranteed 1st
response times
P1
P2
P3
Access to resource
Email & web support
24×7 emergency phone support
Designated Support Engineer
Designated Solutions Architect
Dedicated Slack

Self-service

Best effort

Best effort

Best effort

Gold

2 business
hours

1 business
day

2 business
days

Platinum

1 hour
(24/7)

2 business
hours

1 business
day

Diamond

15 Minutes
(24/7)

1 hour
(24/7)

4 business
hours

Our Cloudinary Success Plans offer a range of services to fit your needs as you get started or as your needs evolve. Our success depends on yours and we look forward to assisting your journey to create visually captivating experiences. Please review the plan options and contact us for additional information.


Level of
engagement
Designated Customer
Success Manager
Designated Solutions
Architect
ONBOARDING

Programmable
Media

Digital Asset
Management
Access to
Professional
Services
ONGOING
Account
Monitoring
Implementation
reviews
Consultation &
best practices
Executive
Business Review
Product Roadmap
Review
Monthly Solutions
Architect hours

STANDARD

Medium

Kickoff Meeting
Part 1

Kickoff Meeting
Part 2

Open for details

Pre-Kickoff

Kickoff
Meeting

4 Public
workshop
sessions

Annually

Available

PREMIER

High

Kickoff Meeting
Part 1

Kickoff Meeting
Part 2

Pre Go-Live
Meeting

Post Go-Live
Meeting

Pre-Kickoff

Kickoff
Meeting

4 Dedicated
workshop
sessions

Bi-Annually

Available

ULTIMATE

White glove

Kickoff Meeting
Part 1

Kickoff Meeting
Part 2

8 Workshop
sessions

Pre Go-Live
Meeting

Post Go-Live
Meeting

Pre-Kickoff

Kickoff
Meeting

8 Dedicated
workshop
sessions

Quarterly

Included

Contact us