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:
*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.
Key Elements of Customer Success Management
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.
Performance Management and Success Planning
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.
Operational Consulting Deliverables
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.
Solutions Engineering Deliverables
*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:
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.
Premium Technical Support Available Based on CSO Package Purchased
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.
Standard Technical Support Available Based on CSO Package Purchased
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.
LivePerson Issue Categories
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.
Enhanced Support Service Levels for Each Severity Level Based on CSO Package Purchased
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 & 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:
Expansion Pack hours cannot be used for:
For questions about utilization of Expansion Pack hours, please contact a LivePerson professional.
Expansion Packs Available for Purchase Based on CSO Package Type
*The hours detailed are included in the hours specified in Section 1.
Section 10: Education & Training
LivePerson offers standard web-based training when a customer purchases a CSO package.
Training Available Based on CSO Package Type