Customer success
Accelerate time to value
Get the most out of HashiCorp products by partnering with our Customer Success team.
At HashiCorp, we are passionate about our customer's journey to value and success. We provide a best-in-class customer experience, delivered through proactive education, enablement, and proven best-practices.
HashiCorp offers a range of customer success and support options to fit the needs and budget of every business. Our capabilities include:
Onboarding
Adoption
Integration
Scale
The customer success journey
Our Customer Success teams are here to guide you every step of the way, whether through our community and digital experiences or through in-person sessions. Our goal is to help you see value through your investment in HashiCorp.
Kickoff
- Engagement plan aligning business objectives with technology goals
- Initial use case / partners / workflows identified
Onboarding
- Go-live readiness, including enablement, adoption, people, and process
- Weekly / bi-weekly cadence meetings established
Crawl
- Implementation of test plans within customer environments
- Proactive guidance and observability of product
Walk
- Ongoing adoption of features within the product stack
- Additional integrations of applications and services
Run
- Operational focus for full product adoption
- Re-evaluate business objectives, and iterate engagement plan
Our customer success pillars
So much goes into making you successful. Three core pillars are inform how we work to serve you.
Enablement
We educate, guide, and enable your teams to deploy and operate products according to proven best pratices.
Adoption
We help you deliver against your top use cases, and ensure products are used properly to drive rapid ROI.
Value attainment
We connect product usage to business need and value-based outcomes to ensure you achieve measurable value.
Keys to success: partnering to drive value realization
At HashiCorp, we partner with our customers. Here are six things you can do to get the most from your relationship with us.
Single point of contact
Identify a primary decision maker to ensure forward progress
Success planning
Prioritize joint success planning to deliver value and expected outcomes
Process planning
Provide clarity on change control, escalation & other internal processes
Executive engagement
Bring in executive leadership to clear roadblocks & validate outcomes
Project team participation
Ensure key stakeholders are engaged for successful completion of milestones
Training
Encourage team members to consume training material in a timely fashion
Everyone enjoys the customer success experience
No matter where you are on your cloud journey - or the size of your challenges - HashiCorp has customer success and support options to suit your needs.
| DigitalBest for smaller organizations | TeamBest for organizations scaling their cloud adoption | Managed AccountsBest for large organizations with significant cloud adoption and complexity | |
|---|---|---|---|
Recommend support level | Bronze | Silver | Gold |
Submit tickets 24x7 | |||
Access to support portal for ticket management and knowledge base articles | |||
CSM / CSA engagement | |||
Multi-Week interactive onboarding trains | |||
Technical Guidance | |||
Workshops | |||
Deep dive | |||
Success planning | |||
Monthly office hours | |||
Monthly CSA Assistance | |||
Account Monitoring | |||
Year round guidance | |||
Check-ins | |||
Surveys | |||
Customer Success Manager: Your Trusted Advocate | |||
Journey Management | Shared | Assigned | |
Value Realization | |||
Health management | |||
Customer engagement | |||
Customer Success Architect: Your Technical Advisor | |||
Technical Enablement | Shared | Assigned | |
Architecture Design & Review | |||
Product Onboarding & Enablement | |||
Technical Assessments | |||
Strategic Relationship with HashiCorp | |||
Access to product leadership | |||
Executive partnership | |||
Professional services | |||
Resident architect | |||