Coveo's Response to COVID-19

Following the increase in severity of the Covid-19 outbreak in North America, the UK and Europe, we thought it was important to provide a comprehensive update to all of our customers and partners. 

The wellness, health and safety of our employees, customers and partners is paramount and our very first order of priority.  Coveo has introduced safety measures across our global organization to reduce risk to our employees including a shift to prioritizing work-from-home and a strict limit on all travel.

During this unprecedented time, we will continue to provide the very best level of service across our platform and products, without disruption to our customers.   This means, that:

  • We are committed to maintaining customer support service levels and response times.

  • All Professional Services engagements and Customer Success activities will continue according to plan.

You can find additional information about our Global Customer Success and Support Plans,  Case Severity Levels and Response Times and Case Escalation Process and Guidelines here.

We have also decided to transition all of our Coveo Impact events into digital experiences and will be refunding any paid registrations immediately. Please know that processing time may take 3-5 days. We will be sharing more in the very near future. 

We want you and your team to emerge from this crisis as strong digital experience leaders. Our team of Coveo experts are here to help strategize, support, and accelerate your use of the Coveo platform to serve your organization during this challenging time and beyond.

If you have any questions or feedback, please connect directly with your Customer Success Manager, Customer Manager or directly with our Vice President, Professional Services and Technical Support, Alain Bouchard. You can also leverage  our community, Coveo Connect to log a case.

We will continue to monitor the situation carefully and provide timely updates across our channels.