From implementation to ongoing programme support
Soilo's support model covers onboarding, configuration, framework mapping, training, and SLA options — scaled to the size and complexity of your programme.
Choose the right level of support for your programme
SLA response times and specific service inclusions are confirmed during onboarding. Contact us for current SLA terms.
Standard
For organisations deploying Soilo independently or with light-touch onboarding assistance.
- ✓Product documentation and knowledge base access
- ✓Onboarding session — platform walkthrough and configuration
- ✓Email support channel
- ✓SLA: To be confirmed
- ✓Community and release notes access
Priority
For organisations running active disclosure programmes or multi-site MRV deployments.
- ✓Everything in Standard
- ✓Dedicated onboarding and configuration support
- ✓Framework mapping and taxonomy setup assistance
- ✓Priority support channel
- ✓SLA: To be confirmed
- ✓Quarterly programme check-in
Enterprise
For government programmes, large enterprises, and multi-region deployments requiring dedicated resource.
- ✓Everything in Priority
- ✓Named implementation consultant
- ✓Custom onboarding plan and phased rollout
- ✓API integration and ERP connectivity support
- ✓Dedicated account management
- ✓SLA options available for enterprise customers
- ✓On-site or remote training for field and platform teams
SLA response times are being finalised. Contact us for current commitments during your evaluation.
Implementation that matches your programme
Onboarding and configuration
Platform setup, user provisioning, module configuration, and workflow design aligned to your reporting or MRV requirements.
Framework mapping setup
Assistance mapping your disclosure data structure to ESRS, GRI, BRSR, ISSB, XBRL taxonomies, or carbon standards during implementation.
Team training
Platform training for ESG managers, data owners, field teams, and approvers. Remote and on-site options for enterprise programmes.
Ongoing support channel
Dedicated support contact for Priority and Enterprise customers. Email support for Standard. Response times confirmed per SLA tier.
Programme check-ins
Quarterly check-ins for Priority and Enterprise customers to review programme health, feature adoption, and upcoming reporting cycles.
Field device support
Configuration, calibration guidance, and troubleshooting for Soilo Essence device fleets. On-site training for field teams available for Enterprise.
Support model — FAQ
Start a conversation about your support needs
Tell us about your programme and we will recommend the right support tier and implementation approach.