Skuid Customer Success Services
Updated: 10/11/2023
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 *available for SFX and NLX only | X | X | X |
| Online video tutorials *available for SFX and NLX only | 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 *available for SFX and NLX only | Up to 200 | Up to 1,000 | Unlimited |
| Number of infrequent named users *available for SFX and NLX only | Up to 8,000 | Unlimited | |
| Support for force.com *available for SFX only | X | X | |
| Salesforce ticket escalation *available for SFX only | X | X | |
| Support hours *See the list of support’s black out days below | 3am–9pm EST M–F | 3am–9pm EST M–F | 3am–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 9am to 9pm EST, 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, customer stories, and webinars. Subscribe to the Nintex 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 to 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.
Skuid EXP exceptions. Enablement hours on the EXP side (not training hours) will be used for PS work. Deployments to production for Skuid EXP will be requested at least 5 business days in advance by requesting a 4-hour window between Mon-Thu 9am–5pm EST.
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:
- Building Skuid pages. A professional services engagement can be scoped separately to assist with this.
- Administration services for data source (Salesforce, Peoplesoft, Taleo, PostGres, SQL, etc…)
- Assistance with data source password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator.
- Assistance with data source usernames. For assistance with usernames, users should contact their system administrator.
- Assistance with data source lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account or wait for the lockout period to expire.
- Updates required due to changes, modifications, or updates in the underlying data source
- Assistance in developing user-specific customizations.
- 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.
- Assistance with installation or configuration of hardware, including computers, hard drives, networks, or printers.
In addition to the above excluded items, these are also excluded for SFX, NLX:
- 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.
- Assistance with other AppExchange applications, whether authored by Skuid, Customer, or a third party.
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 of May |
| Juneteenth | June 19 |
| Independence Day | July 4, or prior Friday/following Monday if it falls on a weekend |
| Labor Day | First Monday of September |
| Indigenous People’s Day | October 14 |
| Veterans Day | November 11 |
| Thanksgiving | Fourth Thursday of November |
| Black Friday | Fourth Friday of 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.