CSO Terms and Conditions

Introduction

LivePerson’s Customer Success Offerings are well-known for their outstanding ability to help businesses maximize the value of their digital engagement infrastructure. Customer Success Offerings are centered around a team focusing on achieving maximum ROI for LivePerson’s customers by focusing on the key activities and deliverables detailed below. The LivePerson Customer Success team uses a four (4) step process of preparation and analysis, client meetings, implementation with measurement, and optimization.

The following materials describe the capabilities and services included in LivePerson’s Customer Success Offerings for supported products and services only (“CSO” or “Customer Success Offerings”).  LivePerson may modify the deliverables and services described herein in its discretion.

Section 1

Description of Customer Success Offerings

Each CSO package purchased by Customer will include the number of Customer Success team hours for the applicable CSO package as set forth herein:

Foundations Package includes up to 100 hours per year*,

Fundamental Package includes up to 260 Hours per year*,

Premier Package includes up to 455 hours per year*,

Expert Package includes up to 985 hours per year*, and

Strategic Package includes up to 2,000 hours per year*.

*These hours will be used towards providing the programs and services listed in Tables 2-10 below. In the event the Customer Success team performs more than the above listed number of hours during such year, LivePerson will charge Customer for any such additional work at LivePerson’s then-current rate as mutually agreed by the parties in writing.

Available programs and services under the CSOs described in the tables below are based on the number of CSO package(s) that Customer purchases. For example, if Customer purchases five (5) Expert CSO packages for five (5) different lines-of-business, then Customer will receive all of the deliverables under the Expert CSO package for each line-of-business. If a customer purchases one (1) Expert CSO package for use by five (5) lines-of-business, then Customer will receive the deliverables available under the Expert CSO package which will be shared among the Customer’s five (5) lines-of-business. >Notwithstanding anything contained anywhere else to the contrary, “deliverables” as referenced herein shall be considered LivePerson Intellectual Property and all right, title, and interest to such deliverables are owned by LivePerson and such deliverables are not work product or works-made-for-hire. The fees outlined below do not include Travel & Expense Fees (“T&E”) which will be billed separately and are subject to the customer’s advance approval and shall be in accordance with LivePerson’s corporate T&E policy.

TABLE 1

Key Elements of Customer Success Management

Customer Success Management

 

Performance Management & Success Planning

Business & product consulting services with ongoing optimizations and performance programs aligned to monthly, quarterly, and yearly business reviews and strategic planning.  

 

Onboarding & Deployment

Programs centered on expanding LivePerson deployment as well as new product and feature introduction to help increase the value of your LivePerson deployment.

Solutions Engineering

Technical consulting and design services to help with deployments, design, and testing services for your programs & technical needs.   

 

Operational Consulting

Channel engagement and workforce planning programs focused on operations and best practices to obtain the maximum efficiency and effectiveness from your workforce and the LiveEngage solution.

Premium Technical Support

Enhanced technical support programs built around your mission critical needs.

Section 2

Performance Management and Success Planning

All deliverables defined below may be performed by LivePerson in accordance with Customer’s needs and mutual planning, in all cases based on the applicable CSO package purchased by your organization.

TABLE 2

Performance Management and Success Planning

Deliverables

Deliverables Defined

Foundations

Fundamentals

Premier

Expert

Strategic

General Account Consulting

Ongoing maintenance of account that includes ad hoc requests, email/phone/messaging communication and issue management.

Included

Included

Included

Included

Included

Customer Account Plan


 

High level review of all aspects of the account including:

  • Corporate objectives and goals;

  • Strategic goals and performance;

  • ROI;

  • Ongoing initiatives; and

  • Overall health of relationship.

Monthly

Monthly

Twice Monthly

Twice Monthly

Weekly

Customer Performance Review

Reporting for specific deployment or line-of-business reviews of Key Performance Indicator (“KPI”) metrics to improve performance.

Monthly

Monthly

Twice Monthly

Twice Monthly

Weekly

Industry KPI Analysis


 

Analysis that compares the results of your usage of the LivePerson solution with results from companies of similar industries. An output of the annual industry benchmark is a best practice and recommendations document.

Annual

Annual

Semi-Annual

Quarterly

Quarterly Business Review



 

Business Review with LivePerson account team reviewing the following:

· Account Plan review

· Operations performance review

· Performance recommendations based upon performance to account plan

· Industry KPI Analysis review

· Account Plan go forward assessment

Up to 4x Per Year

Up to 4x Per Year

Up to 4x Per Year

Up to 4x Per Year

Access to Target Analysis Reports

Access to, and review of, reporting designed to ensure you are targeting the optimum number of visitors to drive quality contacts to your teams (dashboards and API Tools will be available).

Twice Yearly

Quarterly

Quarterly

Monthly

Monthly Business Review

Tactical updates on optimization and project activities as it relates to brand deployments and strategic KPIs.

Monthly

Strategic Roadmap

Lining up the business goals and priorities of the brand with initiatives and projects that our technology can help deliver.

Quarterly

Product Release Review

A review of features and functionality in upcoming product releases.

Semi-Annual

Product Roadmap Review

A review of features and functionality potentially scheduled for future product releases.

Semi-Annual

Section 3

Operational Consulting Deliverables

All deliverables defined below may be performed by LivePerson based on Customer needs and cannot exceed the amount or frequency in the below Table based on the applicable CSO package purchased by your organization.

TABLE 3

Operational Consulting Deliverables

Deliverables

Deliverables Defined

Foundations

Fundamentals

Premier

Expert

Strategic

Transcript Analysis (Agent Level)

Deep dive of chat agent transcripts to ensure alignment with LivePerson SURA principles and provide recommendations.

Quarterly

Quarterly

Quarterly

2x/Quarter

On-Site Operations Monitoring and Diagnostics

Onsite visit to provide side-by-side observation, analysis, and alignment with call center operations teams (viz., quality assurance, analytics, and operations). (International Travel will incur an additional surcharge).

At Additional Costs

At Additional Costs

At Additional Costs

Semi-Annually

Semi-Annually

Missed Opportunity Analysis

Analysis designed to identify peak times for staffing and identification of missed opportunities in your funnel.

Quarterly

Quarterly

Quarterly

2x/Quarter

Agent Effectiveness

Analysis of your CCPs or agents based upon KPIs for service or acquisitions oriented initiatives.

Quarterly

Quarterly

Quarterly

2x/Quarter

Discretionary Operational Consulting Allowance

Annualized allowance for additional Operational Consulting services / support related to operations consulting and reporting. Please consult your Customer Success Manager for details.

24 hours

36 hours

48 hours

Section 4

Solutions Engineering Deliverables

All deliverables defined below may be performed by LivePerson based on Customer needs and may not exceed the amount in the below Table based on the applicable CSO package purchased by your organization.

TABLE 4

Solutions Engineering Deliverables

Deliverables

Deliverables Defined

Foundations

Fundamentals

Premier

Expert

Strategic

Segmentation Management

Assist with visitor identification and classification for engagement and reporting.

Up to 24 Hours*

Up to 40 Hours*

Up to 50 Hours*

Up to 240 Hours*

Integrations

Deploying Customer Relationship Management software integration widget; configure existing taglets for commonly-used solutions (e.g. Google Analytics, Omniture, etc.).

Reporting Customization

Help with reporting requirements, implementation, and understanding.

Plugin/Taglet Creation

Creation of custom taglets (pieces of code which affect the behavior of our solution on a brand's site).

Customization

Changes to engagements outside of base product functionality using an Application Program Interface (API) and/or Software Development Kit (SDK).

*Hours reflect the total number of hours available for these services and are not in addition to the hours specified above in Section 1.

Section 5

Premium Technical Support

LivePerson’s top priority is making sure its customers’ digital engagement programs are successful. LivePerson’s premium technical support group is located globally and backed by a team of technical experts. That means there’s always someone available in your time zone to address and resolve any issue as quickly as possible. Using messaging gives you a direct line to your primary engineer whenever you need them.

Our improved CSO team gives you the following:

Primary technical support engineer who understands your specific needs;

Direct messaging channel for you and your primary technical support engineer;

Direct ability for case creation and full visibility in case management;

An enhanced SLA to enable better communication with frequent updates and quicker resolution times according to your CSO package; and

An enterprise operations support point person working on the back-end to ensure your operational needs and priorities are heard, including production changes coordination, service incident communication, and advocacy for fixes to business impacting defects.

Plus, it’s always easy to reach us. Our messaging channel, connection panel, service status page and chat solution let you open, view, and track all service requests for your entire organization.

All deliverables defined below will be performed by LivePerson based on Customer needs in accordance with the applicable CSO package purchased by your organization.

TABLE 5

Premium Technical Support Available Based on CSO Package Purchased

Support Type

Support Type Defined

Foundations

Fundamentals

Premier

Expert

Strategic

Global Premium Support group Access

Direct to tier 2, Primary Tech support Engineer, enhanced support tools and process.

Included

Included

Proactive Support:

Case management

Management of ongoing cases (in accordance with governing Service Level Agreements) utilizing expert resources based on technical assessments as well as provide relevant account insight to drive resolution.

Included

Included

Change Management Control: Maintenance activity communication

Provide detail relating to upcoming and recent LivePerson maintenance activities.

Included

Included

Escalation Management: Brand specific Root Cause Analysis (“RCA”)

Brand specific detail to RCA including enriched IT detail and business impact.

Included

Included

Escalation Management: High severity issues ownership

Hands-on investigation of severity two (2) issues by premium support team.

Included

Included

Launch Readiness Planning: Peak time operations

Support provided during peak event.

Included

Included

Primary Tech support Engineer

Included

Included

Direct Web case creation

Included

Included

Included

Messaging channel to your Tech support primary engineer

Included

Included

Section 6

Standard Technical Support

All deliverables defined below will be performed by LivePerson based on Customer needs and will be based on the applicable CSO package purchased by your organization.

TABLE 6

Standard Technical Support Available Based on CSO Package Purchased

Deliverables

Foundations

Fundamentals

Premier

Expert

Strategic

24×7 Business Critical Support (English Only)

Included

Included

Included

Included

Included

Phone Support

Included

Included

Included

Included

Web Support

Included

Included

Included

Included

Included

Chat Support

Included

Included

Included

Included

Included

Direct Access to Tier 2 Support (when available)

Included

Included

Enhanced Support SLA’s (Clarified in Section 8)

Included

Included

Included

Section 7

Severity Definitions

LivePerson’s severity definitions (outlined below) provide guidelines on how support issues are categorized based on the impact on a customer’s business and/or operations. The criticality of customer issues, as determined at the sole discretion of LivePerson, will dictate the level of responsiveness and frequency of response by LivePerson’s Technical Support team.

TABLE 7

LivePerson Issue Categories

Severity Level

Definition

P1

P1 severity issues include situations where LivePerson’s products/services are unavailable or severely degraded and such unavailability or degradation has a significant impact on the customer's business functions and practices and a workaround is not available. Security incidents (availability of service due to Denial of Service (DOS) or Distributed Denial of Service (DDOS) attack, suspected/actual data compromise).

P2

LivePerson products/services are available but degraded and the impact on customer's business functions and practices is moderate. Workaround might be available.

P3

System performance issue or bug affecting some but not all users/website visitors. Short-term workaround is available, but not scalable.

Section 8

Enhanced Support Service Levels

All support will be deliverables defined below will be performed by LivePerson based on Customer needs and will be based on the applicable CSO package purchased by your organization.

TABLE 8

Enhanced Support Service Levels for Each Severity Level Based on CSO Package Purchased

Severity Level

CSO Package

Response Time*

Periodic Updates**

 

Resolution for Non-Bug Issue***

Root Cause Analysis (RCA)****

P1

Foundations

Fundamentals

Premier

1 hour

2 hours

12 hours

3 days

Expert

0.5 hour

1 hour

6 hours

3 days

Strategic

0.5 hour

1 hour

6 hours

2 days

 

P2

Foundations

Fundamentals

Premier

3 hour

12 hour

3 days

5 days

Expert

1 hour

6 hour

1 day

3 days

Strategic

1 hour

4 hour

1 day

3 days

 

P3

Foundations

Fundamentals

Premier

2 days

3 days

5 days

N/A

Expert

1 day

2 days

4 days

N/A

Strategic

1 day

2 days

3 day

N/A

Response time is a verbal response (including phone), or written response, or electronic message (via the LivePerson Service Status Dashboard or via chat) from LivePerson to Customer regarding an issue with LivePerson products.

**Periodic Updates are displayed on the LivePerson Service Status Dashboard.

***Resolution for Non-Bug Issue is bug issue that does not require fixing by changes to the application code. This may include performance, configuration, or client side fixes.

****Root Cause Analysis (RCA) is LivePerson's investigation into root causes of issues with LivePerson products. The RCA is provided according to CSO commitments and tickets severity business days after the resolution.

Section 9

Expansion and Growth

Part of LivePerson’s Customer Success Offerings are Expansions Packs which are included to allow Customers to implement and deploy a new LivePerson product/service and/or a new line-of-business leveraging existing products.Additional Expansion hours are available at LivePerson’s then current rates and can be purchased only upon renewal of Customer’s CSO package. All Expansion hours need to be used by the end of the applicable CSO package term and do not carry forward. All implementation efforts, including those that use Expansion Packs, will be scoped by a LivePerson professional. You and your organization will have the opportunity to approve the hours allocation, fund additional hours (if required), or change the scope to fit within an Expansion Pack prior to LivePerson beginning any work.

Expansion Pack hours can be used for:

  • Expansions to new lines-of-business;
  • Updates of existing lines-of-business;
  • Deployment of new LivePerson products and services (except those specifically listed as out of scope);
  • Configuration of standard system integrations that are part of LiveEngage;
  • New plug-in or taglet development;
  • Support for development by the brand using LivePerson’s APIs or SDKs; and/or
  • Deployment optimization activities that require technical resources from LivePerson.

Expansion Pack hours cannot be used for:

  • Operational tuning
  • Training
  • Custom development by LivePerson (including API or SDK development)
  • Deploying LivePerson Insights (Insights implementations are managed by a separate team)

For questions about utilization of Expansion Pack hours, please contact a LivePerson professional.

TABLE 9

Expansion Packs Available for Purchase Based on CSO Package Type

 

Foundations

Fundamentals

Premier

Expert

Strategic

Expansion Packs

1 Basic Deployment (includes up to 36 hours*)

2x Intermediate Deployments (includes up to 60 hours*)

2x Intermediate Deployments (includes up to 60 hours*)

2x Advanced Deployments (includes up to 120 hours*)

*The hours detailed are included in the hours specified in Section 1.

Section 10

Education and Training

LivePerson offers standard web-based training when a customer purchases a CSO package.

TABLE 10

Training Available Based on CSO Package Type

Deliverables

Foundations

Fundamentals

Premier

Expert

Strategic

Self-Service/Web-Based Training

Included

Included

Included

Included

Included