Support & Services

Built to help you maximise the value of your investment

At Yext, your success is our success. Our Support, Implementation and Services offerings are built to help you get the most out of Yext, every step of the way.

Support

All Yext packages include Basic Support, which gives you access to highly skilled support resources to help put official answers about your business everywhere. Clients who prefer a more hands-on approach can take advantage of Premier Support, which includes a prioritised response queue, live platform assistance, custom reporting and much more.

Features
Basic Support
Included with all Yext packages. Some features require specific Yext products.
Premier Support
For direct enterprise customers only.
Contact Support
i Get support from Yext’s team of experts. x
By email
During business hours Monday-Friday
By phone or email
During business hours Monday-Friday
Authorised Support Contacts
i The number of users on your team who may contact Yext Support. x
2
6
Target Response Time
Within 2 business days
Within 8 business hours
Community Access
i Take advantage of Yext’s world-class help site, which includes documentation and training for everything from implementation to platform optimisation. x
Multi-Language Support
i Available in English, Italian, German, Spanish, French and Japanese. x
Access to User Creation & User Upload
i Give your team access to Yext by creating and uploading new users, as well as updating existing user information. x
Access to Entity Uploader
i Keep your Knowledge Graph up to date by easily adding and updating entities through Entity Uploader. x
Access to API Documentation and Integration Guides
i Learn how to integrate Yext with your current systems with Yext’s comprehensive API documentation and Integration Guides. x
Access to Developer Console
i Get assistance with creating and managing Yext-supported apps that help integrate with other systems and vendors. x
API Email Support
i Contact Yext’s experts by email for support with Yext’s robust APIs. x
Critical Publisher Outage Monitoring and Resolution
i Our Support team will monitor our publisher integrations and escalate for resolution in the event of any outages. Requires Listings x
Access to Standard Dashboards and Insights
i Get a holistic view of how your business appears across the web. x
Prioritised Response Queue
i Get your questions answered with escalated priority in support queues. x
Designated Platform Expert
i A Yext platform expert will get to know your business goals, troubleshoot platform configuration and monitor your open support cases to guarantee timely resolution. This expert will be available to you by phone or email. x
Case Management and Ticket Tracking
i We’ll manage, prioritise and review your tickets on a recurring basis. x
1:1 Training
i We’ll schedule two hour-long training sessions to help you get the most out of Yext. x
Live Platform Assistance
i We’ll guide you through screenshare or phone walkthroughs on platform functionality as needed. x
Entity Template Management
i We’ll build a solution to fit your needs by setting up custom entity template(s) — including custom fields — based on your requirements and use cases. x
Custom Fields Management
i We’ll create and set up custom fields on your behalf to help you structure your Knowledge Graph the way you want. x
Notifications Management
i We’ll create and manage custom notifications on your behalf, which will alert specific team members or groups automatically to different actions or report types. x
Hands-On User Management
i We’ll set up and manage associated role permissions on your behalf, so your users can access the data they need. x
Custom Data Export Management
i We’ll set up saved exports from the Yext platform based on your needs (format, type of data, etc.), which can be delivered via email, FTP or SFTP on a recurring basis. x
Folder Structure and Label Management
i We’ll create folders and labels for entities based on region, brand or other descriptors/groupings on your behalf, so you can easily filter the data in your Knowledge Graph to make edits, view analytics and more. x
Developer Support
i We’re here to help you with any Yext-based development project. Our technical experts will answer any questions and guide you through integration best practices. x
Proactive Review of Yext-Actionable Unavailable Listings
i We’ll review any Yext-actionable unavailable listings and attempt to resolve them on a monthly cadence. Requires Listings x
Custom Dashboard Setup
i We’ll set up custom Analytics Dashboards on your behalf so you can view data and insights based on specific metrics or use cases. Dashboards can be configured with pre-built insights or custom reports and can be custom permissioned. Maximum of 10 dashboards per year x
Custom Reports Setup
i We’ll create custom reports for insights like impressions, profile views, Featured Message clicks or review ratings within Yext Analytics, which you can add to Dashboards to track trends or create notifications. x
Competitive Intelligence Setup
i We’ll work with you to add search keywords and competitors to the Competitive Intelligence tool so you can see how your business performs against the competition in reviews and search. Requires Competitive Intelligence x

Implementation

Yext is here to help you get up and running quickly, so you can maximise time to value.

Our implementation services vary based on how much customisation you’d like to add to your Yext-powered landing pages or search experiences and how hands-on you and your team would like to be.

Services Include
  • Answers Setup
    i We’ll implement a Yext-hosted search experience powered by Yext Answers that uses standard Yext UI search components and, if necessary, provide integration instructions for you to install this experience on your website. x
  • Pages Template Setup (Basic)
    i We’ll configure one (1) page template for a single Entity Type and one (1) built-in standard Locator module in Yext’s Page Builder (Locator modules require Live API). Configuration is for a single language and sub-domain integration deployment only. We’ll also install 1:1 redirects if necessary. x
  • Pages Template Build (Advanced)
    i We’ll produce custom page design(s) and directory page template(s) for a single Entity Type. Configuration can support multi-language/locale and sub-domain or subfolder integration deployment. We’ll also install up to two (2) third-party integrations (e.g. Adobe or Google Analytics, embedded iFrame, pixel tracking) and 1:1 redirects if necessary. x
  • Locator Build
    i We’ll develop a dynamic locator page that displays entities based on user inputs, such as location, business/person name or other filterable criteria. Configuration can support multi-language/locale and sub-domain or subfolder integration deployment. We’ll also install third-party analytics integrations (e.g. Adobe Analytics, Google Analytics, Google Tag Manager). Requires purchase of Pages and Live API. x
  • Branding Setup
    i We’ll develop optimised header/footer modules that match the look and feel of your main website with configurable link parameters. We’ll also develop a theme to match your website’s stylesheet, including fonts, font colours, text styling and other branding guidelines. Once developed, these modules can be used on any number of page templates. x
  • ETL Build
    i We’ll develop and deploy a single-direction, batch data integration between the Yext platform and another system, either to import data into Yext or export data from Yext. Requires a minimum purchase of 10 managed services hours/month. x
  • Custom Home Screen Implementation
    i We’ll configure layouts and permissions for your Yext Home Screen(s), including design and configuration of up to five (5) custom modules and up to 15 data capture tasks. x

Managed Services

Beyond implementation, the Yext Professional Services team can help define your strategy, build your Knowledge Graph, built custom integrations and more.

Delivered Via Professional Services Hours
  • Strategy
    i We’ll define the technological vision of your Yext Knowledge Graph, Pages and/or Answers experiences. x
  • Data Modelling
    i We’ll help determine which entities, entity types and fields you need in your Knowledge Graph. x
  • Data Cleansing & Loading
    i We’ll add, edit and/or remove entities from your Knowledge Graph. x
  • Design
    i We’ll build high-resolution mockups and make visual edits to experiences powered by Yext Pages and/or Answers. x
  • Project Management
    i We’ll coordinate Yext resources to guarantee timely completion of changes to your Yext-powered experiences. x
  • Development
    i Our engineers will conduct work required to implement, maintain or extend Yext-powered Pages and/or Answers experiences, ETLs, custom dashboards or any other custom code. x
  • Configuration
    i We’ll edit settings and configurations to improve your Yext-powered Pages and/or Answers experiences. x
  • Monitoring
    i We’ll monitor and suggest potential improvements to your Knowledge Graph, Pages and/or Answers experiences by tracking consumer behaviour, checking configurations and handling errors. x
  • Optimisation
    i We’ll make changes to your Knowledge Graph, Pages and/or Answers experiences based on what we’ve observed from consumer behaviour. x
  • Search Engine Optimisation (SEO)
    i We’ll give and implement advice to improve the SEO of your Yext-powered Pages. x
Additional Services Available
  • Managed Duplicate Suppression
    i Our team will scan for, suppress and report on duplicate listings on a recurring basis. x
  • Managed Review Response
    i We’ll prioritise and respond to reviews on your behalf, using responses that abide by pre-approved brand standards. We’ll also provide you with reports and insights on a recurring basis. x

White Glove Services

For clients who want Yext to help their field users — like franchisees, agents, advisers or local managers — get the most out of Yext

Rolling out any new solution to your franchisees or local managers can be a challenge. Our White Glove Services team can help maximise the success of your programme and provide field users with guidance and expertise to drive success with Yext.

Available Services
  • Programme Promotion
    i We’ll help you promote Yext within your organisation and increase adoption by hosting webinars and presenting at conferences with your field users. Includes one (1) webinar per month and up to two (2) conferences — including a booth (maximum $2,000), platform/product demo and breakout session — per year. x
  • Platform Assistance*
    i We’ll support your field users through phone, email, chat and our self-serve help site. Includes troubleshooting, listings questions and assistance with the Yext platform. Each licence includes 100 total phone calls + emails per year. x
  • One-to-One Training & Advisory*
    i We’ll conduct one-to-one training sessions with your field users. Each field user can have up to two (2) 30-minute scheduled training sessions per year. x
  • Content Approvals*
    i We’ll help your field users add individualised content to their Yext-powered experiences, using your brand guidelines to review and approve content. We’ll support Content Approvals on up to five (5) Knowledge Graph fields. x
*Available to individual field users

Truth be told, the enormity of what Yext offers is not something that the chaps within our four walls have the bandwidth to focus on. We had to find a vendor who'd be our watch dog for us — hold our hand and make we are doing the right things. Yext has done that for us, and then some. Everyone on the team from top to bottom is fantastic.

JOHN DILLON, CMO, DENNY’S

The service element of what Yext offers is a really big deal. From day one, the Yext team showed such a willingness to solve my core problems. They are forward-thinking and consistently go above and beyond to make sure we optimise our local presence and identify potential opportunities for improvement. We rarely have to ask the questions because they continually anticipate what we're looking for.

MIKE STAHL, CMO, HEALTHMARKETS

Find the right Yext plan for your business

See how the award-winning Yext Knowledge Engine can help you reach your local customers.

Grow your business and become a Yext Partner. In addition to the top-notch technology in the packages above, Yext Partners receive tools, training, and support to guarantee success, including product and sales training, white-labelling options, and a mobile-optimised scan to help you drive leads.