Pisano Customer Success, Implementation and Support Service Scope
The purpose of this document is to clearly define the boundaries between Implementation Services, Customer Success Management, and Additional Professional Services that may be subject to separate commercial terms.
What You Will Find Here
This article covers:
- Implementation Services
- Completion of Implementation and Transition to Business as Usual
- Customer Success Management
- Customer Success Ticket Management Process
- What Customer Success Does Not Cover
- Additional or Billable Services
- Service Scope Summary
1. Implementation Services
Implementation Services are one time professional services delivered during the initial customer onboarding and go live project.
Implementation typically begins after contract signature and continues until the agreed implementation deliverables and go live criteria have been completed. The scope, deliverables, responsibilities, assumptions, and commercial terms are defined during contracting and project planning.
1.1 Project Onboarding
Project onboarding establishes the operational framework required to launch the Pisano project.
Depending on the contracted scope, onboarding may include:
- Project kickoff and stakeholder alignment
- Confirmation of project objectives and success criteria
- Review of use cases and business requirements
- Identification of project owners and responsibilities
- Project planning and prioritization
- Definition of implementation milestones
- Go live planning
- Coordination between customer business teams, customer IT teams, and Pisano teams
📝 Notes
- The exact onboarding scope is determined during contracting and implementation planning.
1.2 Product Training
Product training prepares the customer's designated project team and administrators to use the Pisano platform effectively.
Training may cover platform capabilities such as:
- Survey creation and management
- Feedback collection channels
- Inbox and case management
- Reporting and dashboards
- Workflows and automated actions
- Text analytics
- User and role management
- Administrative configuration
📝 Notes
- The number of sessions, participants, modules, and delivery format may be defined as part of the implementation scope.
- Training delivered to the original project team during implementation is considered part of the onboarding service when included in the contract.
1.3 Integration Services
Integration activities required for the initial project are defined during contracting and technical discovery.
Pisano supports integrations through the platform's supported methods, including where applicable:
- REST APIs
- Webhooks
- SFTP based data exchange
- Web integrations
- Mobile SDKs
- Email integrations
- SMS integrations
- Push integrations
- WhatsApp integrations
- Authentication and identity integrations
- Other supported Pisano integration methods
Pisano may support customers in configuring, validating, and testing these integrations within the agreed implementation scope.
📝 Notes
- Customer systems, middleware, third party platforms, network configurations, and internal development activities remain the responsibility of the customer or relevant third parties unless explicitly included in the contracted scope.
1.4 Migration Services
Migration Services cover the agreed transfer of historical information and configurations into Pisano.
Depending on the project scope, migration may include:
- Importing historical feedback data
- Preparing or recreating surveys
- Creating customer specific data fields
- Rebuilding selected reports and dashboards
- Migrating relevant survey structures
- Importing agreed historical datasets
📝 Notes
- Migration requirements, data volumes, formats, surveys, dashboards, reports, and priorities must be defined during implementation planning.
- Migration work outside the originally agreed scope may require separate assessment and commercial agreement.
1.5 Go Live Preparation
During implementation, Pisano may perform configuration and project activities required to prepare the customer environment for go live.
Depending on project priorities and the contracted scope, activities may include:
- Creating surveys
- Configuring feedback collection channels
- Establishing integrations
- Preparing text analytics models or category structures
- Configuring workflows
- Creating dashboards and reports
- Configuring users, roles, hierarchies, and related account settings
- Supporting User Acceptance Testing
- Supporting go live readiness activities
📝 Notes
- These activities are delivered within the agreed implementation scope.
- Implementation should not be interpreted as an unlimited configuration or development service.
2. Completion of Implementation and Transition to Business as Usual
The implementation phase is considered complete when the agreed implementation deliverables and go live requirements have been fulfilled.
Following the transition to live use, the operating model shifts from a project based implementation to a continuous Customer Success ticket management process.
Project implementation activities do not automatically continue as unlimited operational services.
New requirements are evaluated according to their nature and may be handled as:
- Customer Success activities
- Customer Support requests
- Customer owned configuration activities
- Product enhancement requests
- Additional Professional Services
3. Customer Success Management
Customer Success Management is an ongoing relationship and adoption function.
The Customer Success Manager helps customers successfully use Pisano, improve product adoption, coordinate relevant stakeholders, and support the overall success of the customer relationship.
Customer Success Management is not an outsourced operational team and is not intended to perform recurring configuration work on behalf of the customer.
Typical CSM responsibilities include:
- Regular customer success meetings
- Reviewing platform adoption and usage
- Understanding changing business requirements
- Providing product guidance and best practice recommendations
- Helping customers identify suitable Pisano capabilities
- Coordinating discussions with Product, Support, and technical teams when necessary
- Communicating relevant product updates and new capabilities
- Supporting prioritization of customer needs
- Monitoring overall account health and project progress
- Supporting escalation and stakeholder coordination when required
📝 Notes
- A CSM may advise customers on how a new survey should be structured or which integration method may be appropriate.
- This does not automatically mean Pisano will build or operate every new survey or integration on the customer's behalf.
4. Customer Success Ticket Management Process
After go live, technical and product related issues are managed primarily through the Pisano Customer Success ticketing process.
The Customer Success ticketing process focuses on resolving issues affecting the use or operation of the existing Pisano platform.
Customers should submit support requests through the applicable support channel so incidents can be tracked, prioritized, and handled according to the applicable support process and SLA.
Further information about Pisano's support process is available in the Support at Pisano knowledge base article:
Typical Customer Support requests include:
- Investigating suspected product defects
- Resolving product errors
- Investigating service interruptions
- Troubleshooting existing integrations
- Investigating API related errors
- Supporting access or login issues
- Investigating unexpected platform behavior
- Supporting configuration related troubleshooting
- Identifying whether an issue originates from Pisano, the customer environment, or a third party system
📝 Notes
- Where applicable, the Customer Success team coordinates with Pisano Engineering and other internal teams to investigate and resolve confirmed product related issues.
5. What Customer Success Does Not Cover
Customer Success is intended to troubleshoot and resolve issues with existing functionality.
It is not a general implementation, consulting, or development service.
The following activities are normally outside the standard Customer Support scope:
- Building a completely new integration
- Designing a new customer project
- Creating large numbers of new surveys on behalf of the customer, except migration processes
- Building new dashboards or report structures as an ongoing managed service, except migration processes
- Performing large scale historical data migrations
- Creating customer specific software functionality
- Developing custom applications
- Operating recurring customer campaign processes
- Performing recurring data preparation activities
- Providing repeated training to newly added teams
- Reconfiguring the customer's entire environment after major organizational changes
📝 Notes
- These requirements should be evaluated separately.
6. Additional or Billable Services
Requirements introduced after the original implementation scope may require additional effort.
Where appropriate, these requests are reviewed by Pisano and may be scoped as separate professional services or commercial work.
6.1 Additional Product Development
Requests for functionality that does not currently exist within the standard Pisano product are treated as product enhancement or development requests.
Evaluation may include:
- Product evaluation
- Technical feasibility analysis
- Prioritization
- Development effort estimation
- Separate commercial agreement where applicable
📝 Notes
- Submitting a feature request does not automatically mean the requested functionality will be developed or included within the existing contract.
6.2 New Integrations
Integrations outside the original implementation scope may require separate analysis and additional effort.
Examples include:
- Integration with a newly introduced customer system
- Integration with a new communication provider
- New authentication mechanisms
- New data warehouse integrations
- Additional APIs or middleware configurations
- Significant changes to an existing integration architecture
📝 Notes
- Pisano reviews each request to determine whether it can be handled through standard platform capabilities or whether additional professional services are required.
6.3 Additional Training
Training delivered during implementation is intended for the agreed project team and relevant platform users.
Additional training may be separately scoped when:
- A new customer team joins after go live
- A large number of new users require onboarding
- The customer requests a complete repetition of previous training
- Customized training materials or workshops are required
- Training is requested for new business units, countries, or organizations
📝 Notes
- Small product guidance questions may continue to be handled by the CSM or Customer Support depending on the subject.
- Structured training programs may require additional commercial scope.
7. Service Scope Summary
Pisano's customer lifecycle can be viewed through four primary service areas.
| Service Area | Summary |
|---|---|
| Implementation | A defined, time bound project covering onboarding, agreed integrations, migrations, training, platform configuration, and go live preparation. |
| Customer Success | An ongoing strategic relationship focused on adoption, guidance, stakeholder coordination, best practices, and helping customers achieve value from Pisano. |
| Customer Success Ticket Management Process | An ongoing technical support function focused on troubleshooting existing functionality, incidents, defects, outages, and operational issues according to the support process and SLA. |
| Additional Professional Services | New or expanded requirements outside the agreed implementation and standard support scope, such as new integrations, additional migrations, custom development, significant configuration work, or additional structured training. |
The classification of a specific request may depend on its complexity, effort, timing, and the customer's contractual scope.
Where necessary, Pisano reviews the requirement with the customer and clarifies the appropriate delivery model before work begins.
❓ Frequently Asked Questions
When does the implementation phase start and end?
Implementation begins after the contract is signed and continues until the agreed implementation deliverables and go live requirements have been completed.
What is included in Implementation Services?
Implementation may include project onboarding, product training, agreed integrations, migration activities, platform configuration, and go live preparation, depending on the contracted scope.
Does Pisano create surveys during implementation?
Yes. Survey creation, workflow configuration, dashboard preparation, and user setup may be included during implementation when they are part of the agreed project scope.
What happens after go live?
After go live, the engagement shifts from a project based implementation model to an ongoing Customer Success ticket management process, and new requests are evaluated according to their type and scope.
What does the Customer Success Manager do?
The Customer Success Manager supports product adoption, provides guidance and best practice recommendations, coordinates stakeholders, and helps customers make effective use of Pisano.
Will the Customer Success Manager build new surveys or integrations for me?
No. The CSM can provide guidance on how a survey or integration should be structured, but recurring execution work is not automatically included in the standard Customer Success scope.
What kinds of requests should be submitted through the Customer Success ticket process?
The ticket process is used for product defects, service interruptions, troubleshooting existing integrations, API related issues, login problems, unexpected platform behavior, and other issues affecting existing functionality.
What is not covered by standard Customer Success?
Standard Customer Success does not normally cover building new integrations, designing new projects, large scale migrations, custom software development, recurring campaign operations, or repeated training for newly added teams.
When are additional professional services required?
Additional services may be required when requests fall outside the original implementation scope, such as new integrations, significant configuration work, additional migrations, custom development, or structured training programs.
How is the scope of a new request determined?
Pisano reviews the request based on its complexity, effort, timing, and the customer's contractual scope before determining the appropriate delivery model.