Overview
At CIMcloud, we believe expert guidance is key to a successful implementation. That’s why every customer project includes a Designated Contact and Implementation Support package — a structured, monthly engagement that gives you direct access to a dedicated CIMcloud expert.
This article provides more details on why we start this engagement on your Order Date and how we use the Initial Period of that service to benefit your project.
Audience for This Article
This article is intended for CIMcloud customers and implementation partners. This particularly useful for these roles (filled by customers and partners).
- Program Roles: Program Manager, Lead Solver
- Project Roles: Lead Project Manager, Lead Solvers, and Lead Implementer
Expert Help Packages
This Designated Contact may be an Advocate, Guide, or Consultant, depending on your project’s complexity and needs. These three skill levels represent varying degrees of technical depth and strategic expertise — with Consultants providing the highest level of technical involvement. You can read more about these expert levels in our Expert Help Packages overview.
Work Begins the Moment You Order
Regardless of the skill level assigned to your project, the Designated Contact and Implementation Support fee begins on your order date. Here’s why — and how this structure benefits your business.
1. Early Access to Behind-the-Scenes Work That Accelerates Your Project
From the moment your order is finalized, your CIMcloud team begins preparing your implementation. Even before your first formal meeting, your Designated Contact is already engaged — planning, coordinating, and aligning internal teams to get your project off to the right start.
This Connect stage work includes:
- Syncing with your sales rep to review your goals, requirements, and any unique needs.
- Coordinating with Solutions Architects on any required customizations.
- Collaborating with our Deployment Team to begin services-assisted bundle setup and configuration.
- Preparing internal environments, test data, and implementation plans tailored to your engagement.
All of this behind-the-scenes work starts before your first project meeting and continues throughout the Connect stage. It is made possible because your Designated Contact is officially assigned (and funded) as of the order date.
2. Flexible Use of Hours Across Your Initial Support Period
Project needs vary. Some months may require more support than others — especially right after sales handoff. Instead of enforcing a rigid monthly cap, we provide a more flexible approach during the initial period specified on your order form:
- Your Designated Contact’s hours are pooled across the entire initial support period (typically 3 to 6 months, depending on terms).
- For example, a Level 1 engagement with 10 hours/month and a $2,000/month fee gives you 30 total hours to use during the first 3 months.
- This flexibility avoids billing spikes or unnecessary level increases, during your initial period, when you have a month with higher activity.
This approach lets your CIMcloud expert adjust support levels as needed — during that initial period – without penalizing you for a temporary increase in activity.
3. A Simple, Predictable Fee Structure — With Optional Pause/Restart Flexibility
The Designated Contact and Implementation Support fee is defined clearly in your order form and pricing summary, including:
- The skill level of your Designated Contact (Advocate, Guide, or Consultant).
- The monthly fee and initial duration.
- Ongoing terms during your project.
Once the initial period ends, the monthly support fee:
- Continues during your active project.
- Is auto-charged via credit card or ACH on the first day of each billing period.
- Can be paused or cancelled with 15 days’ advance notice.
- May be restarted later in the project for a $2,000 re-engagement fee.
Summary
Starting the Designated Contact and Implementation Support fee on your order date ensures:
Your project gets a proactive head start, even before kickoff.
Support hours are distributed flexibly, aligning with real-world implementation needs.
Your engagement is clear and predictable, with flexibility to adjust as your project evolves.
This structure enables us to deliver a high-impact, efficient implementation — tailored to your project’s needs and supported by the right expert at the right time.