Recognized leader. Loved by Customers.

"Companies like Totango, which I've been using for 3 years, really helps us as it relates to how we scale and partner with our customers."

Jim Mercer
Head of Customer Success, Zoom

Frequently Asked Questions

What are the Team Results premium plans?

The Team Results premium plans are ideally suited for businesses focused on optimizing the performance, productivity and collaboration of their teams managing portfolios of customers. The packages in the Team Results plans are crafted to provide the most value for your investment based on the learning from 1000s of Totango customers. For the best deal, choose our Annual payment plans.

What are the Digital Engagement premium plans?

The Digital Engagement premium plans are crafted for businesses with small teams but high volumes of customers. These plans automate high frequency digital communications and tech touch programs at scale. Each package includes more emails for a higher frequency and volume of digital engagement than the Team Results plans. For the best deal, choose our Annual payment plans.

What else is included in the Enterprise plans?

The Enterprise plans are tailored specifically for the needs of businesses who need to support higher levels of enterprise control and complexity including, but not limited to, more teams, data, integrations, product and customer hierarchy. Enterprise plans also include a designated Customer Success Manager to partner with you and support your success. To speak to an Account Executive who can customize an Enterprise plan for you, please click on the Schedule a Call link.

What if I need more seats or accounts past the package limits?

If you know your exact needs now, you can add more seats and accounts to any of the Premium packages during the checkout process. If you need more flexibility or would like a customized package tailored to your needs, you can click on the Schedule a Call link to speak to an Account Executive regarding our Enterprise plans. If you’d like to add more seats or accounts after your initial purchase, you can do so at any time in the product or offline by speaking with your CSM. Additional seats or accounts purchased are co-termed.

What if I need more emails?

If you need a higher volume of emails, please take a look at our Digital Engagement packages to determine if they meet your needs. Our Digital Engagement packages are crafted for businesses automating high frequency digital customer communications at scale. If you would like a customized package tailored to your specific needs, please click on the Schedule a Call link to speak to an Account Executive who will customize an Enterprise plan for you.

What is Standard Onboarding?

Standard Onboarding is available for purchase and is the way the majority of Totango customers get started implementing Totango. With the Standard Onboarding package, our onboarding team will help you connect up to 3 data sources into Totango, configure and activate the Customer Intelligence SuccessBLOC and one other SuccessBLOC of your choice from our SuccessBLOC Marketplace. Standard Onboarding is subject to the terms of our Statement of Work.

How do I know if I need Onboarding?

We built Totango to be extremely user friendly and easy to get started. That said, most of our customers do choose to purchase Standard Onboarding to get them started quickly and successfully. If you are unsure if you need onboarding, we are happy to provide you a free and simple assessment to help you decide. Just click on the Contact Sales button under the Help menu and let us know you would like an assessment. A Solutions Engineer will be in touch shortly.

What live help is available to me as a customer?

Product support is available as part of any paid Totango plan. Additionally, Premium plans include a Digital CSM to support you with best practices and training throughout the term of your contact. For additional help options, please click on the Schedule a Call link to speak to an Account Executive about our Enterprise plan.

Where can I find Totango's security and privacy policies?

Security and privacy are built into the foundation of Totango’s platform and protected by Totango Shield. For more information about Shield, visit our website at: https://www.totango.com/totango-shield

Do I get a designated Customer Success Manager?

The Premium packages include a Digital CSM to support you with best practices and training throughout the term of your contract. A designated CSM is available as part of the Enterprise Edition. Please click on the Schedule a Call link to speak to an Account Executive if you are interested in a plan tailored to your needs.

What are your T&Cs?

The standard Terms of Use can be found on our website at: https://www.totango.com/terms-of-use

Does this auto renew? If so, is there an increase?

The Premium plans are 12 month annual subscription plans beginning on the date of purchase. The packages auto renew every year on the anniversary of the date of purchase and include an automatic increase of 5% per year after the first year. You can read more about our terms of service on our website at: https://www.totango.com/terms-of-use

What online payments are accepted?

Totango accepts all major credit cards and debit cards, including Visa, Mastercard, American Express and Discover.

How do I cancel?

The Premium plans all are subject to an annual subscription term beginning on the date of purchase. You may cancel prior to the renewal by sending an email to finance@totango.com at least thirty (30) days prior to the end of the subscription period.