Professional Services Scope and Services Description

Professional Services shall be provided based on the Services Scope outlined herein. Responsive Professional Services team will partner with the Customer for the Term of the Services Scope (the “Services Subscription Term”). All capitalized terms used and not expressly defined herein will have the same meanings as given to them in the Master Subscription Agreement or other written subscription agreement including any attachments between Customer and Responsive (collectively, the “Agreement”).

Table of Contents

Rev: 01 July, 2024

IMPLEMENTATION SERVICES

Standard Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Standard Implementation Package:

  • Designated Onboarding Consultant
  • Facilitate one (1) Onboarding Kickoff Meeting within ten (10) business days of the Effective Date
  • Conduct up to four (4) virtual product training sessions that are approximately sixty (60) minutes each and related to the Product(s) purchased (e.g., Content Library Basics, Content Management, Project Lifecycle, Request Projects, Flex Session for LookUp, Profile Center, AI Assistant)
  • Conduct one (1) implementation workshop and go-live prep meeting, which will include a defined software rollout strategy
  • Coordinate transition to Responsive Customer Success team

Term

The Standard Implementation Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Premium Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Premium Implementation Package:

  • Standard Implementation package, plus the following:
  • Designated Professional Services Consultant
  • Up to two (2) virtual workshops to review content and data strategy, including formatting best practices
  • Ten (10) additional hours of consulting to support the implementation, which may include:
  • Content import, content organization, and best practices
  • Template creation and configuration of any one (1) template (e.g., Proposal Builder, Response templates, Section templates)
  • Migrating historical project data
  • Custom report building (up to 3)
  • Refresher trainings on additional functionality, and previous content

Term

The Premium Implementation Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Standard Enterprise Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Standard Implementation: Enterprise Package:

  • Designated Onboarding Consultant
  • Facilitate one Onboarding Kickoff Meeting within ten (10) business days of the Effective Date
  • Conduct up to nine (9) virtual training sessions that are approximately sixty (60) minutes each and related to the Product(s) purchased (e.g., Content Library Basics, Content Management, Project Lifecycle, Request Projects, Additional sessions for LookUp, Profile Center, AI Assistant)
  • Conduct one (1) implementation workshop and go-live prep meeting, which will include a defined Software rollout strategy
  • Coordinate transition to Responsive Customer Success team

Term

The Standard Enterprise Implementation Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Premium Enterprise Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Premium Implementation: Enterprise Package:

  • Standard Implementation: Enterprise package, plus:
  • Designated Professional Services Consultant
  • Up to two (2) virtual workshops to review content and data strategy, including formatting and best practices
  • Twenty (20) additional hours of consulting to support the implementation, which may include:
  • Content import, content organization, and best practices
  • Template creation and configuration of any one (1) template (e.g., Proposal Builder, Response templates, Section templates)
  • Migrating historical project data
  • Custom report building (up to 3)
  • Refresher training on additional functionality, and previous content

Term

The Premium Enterprise Implementation Package will be deemed fully utilized within four (4) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Data Migration Services Scope:

Responsive shall provide the following Professional Services as part of the Data Migration Services Package:

  • An assigned data migration specialist
  • Review current location and sources of Customer Data (initial audit)
  • Perform a sample migration of Customer Data to evaluate formatting and quality
  • Perform a sample migration of Customer Data into the Customer instance of the Software
  • Perform quality assurance testing of Customer Data in the production environment (Responsive and Customer)
  • Perform full migration of Customer Data into the Customer instance of the Software along with full quality review and correction
  • Provide a set of instructions outlining best-practice formatting of Customer Data to ensure data readiness

Term

The Data Migration Services Package will be deemed fully utilized within two (2) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Implementation Consulting Services Scope:

Responsive may provide the following Professional Services as part of the Implementation Consulting Services Package, as applicable:

  • Additional training:
  • Availability for live virtual meetings, training, and Customer specific office hours
  • Refresher training, additional functional training
  • Content management (e.g., content import, audit, organization)
  • Portal mapping and project mapping support
  • Responsive Template building (e.g., Proposal Builder, Response templates, Section templates)
  • M&A workflow, structure, and organization
  • Executive-friendly reporting & configuration

Term

The Implementation Consulting Services Package will be deemed fully utilized within four (4) from the Effective Date or completion of the Services Scope, whichever occurs first.

EXPERT SERVICES

Expert Services Scope

Responsive shall provide the following Professional Services as part of the Expert Services Package based on the number of hours purchased, which may include (but not limited to):

  • Operational tasks
  • Best practice consulting services
  • Workflow process methodology
  • Strategic initiatives
  • Platform optimization

Customer and Responsive will agree on the schedule of Professional Services tasks before hourly work begins.

Responsive will provide recommendations based on Customer requests and best practices, and will outline key objectives in support of these requirements.

Responsive will execute against the agreed-upon tasks, and will update Customer on the progress of each effort in a timely manner. If hours allotment is insufficient to cover the proposed tasks and objectives, Responsive is responsible for informing the Customer.

Term

The Expert Services Package will expire on the end date outlined on the Order Form or completion of the Services Scope, whichever occurs first.

ADDITIONAL TERMS AND CONDITIONS

The following applies to all Professional Services provided by Responsive:

Responsive Roles & Responsibilities

Responsive will staff a Consultant to provide the agreed-upon services and has the following responsibilities to ensure timely completion of the Services.

Scope

  1. Designate a qualified consultant for the respective engagement.
  2. Submit deliverables in accordance with the agreed-upon schedule.
  3. Schedule and conduct regular status update meetings with the Customer.
  4. Identify, escalate, and share any risks  with the Customer promptly.
  5. Review and action Customer feedback on deliverables in a timely manner.
  6. Use Customer-provided equipment and resources in accordance with Customer policies and procedures.
  7. The right to place the project on hold, and to reallocate resources due to Customer’s non-responsiveness.
  8. Established Project and Portal Mapping SLAs depending on the request.

Customer Roles & Responsibilities

Customer will staff a team responsible for the duties below. In addition, Customer shall  provide timely access to all necessary resources, including content, IT systems, etc. as necessary for Responsive to provide the Services and to ensure timely completion of the Services.

Scope

  1. Customer to designate at least one (1) main point of contact during the Subscription Term to help Responsive schedule meetings and trainings.
  2. Customer will review and provide necessary feedback on the deliverables in accordance with agreed-upon schedule or within ten (10) business days of the Effective Date, whichever is sooner.
  3. Customer to provide any required information to Company in an agreed upon schedule to setup  Customer account within the Software.
  4. Customer will participate in regularly scheduled and ad hoc meetings with Responsive as agreed to support Services Scope completion , and as needed to address issues and risk mitigation.
  5. Customer will promptly communicate to Responsive, in writing, any complexities or new priorities that  arise.For any Data Migration Services: Customer will provide Customer Data to Company in ready state within thirty (30) days of Effective Date.
  6. If there is metadata on the documents that should be imported, Customer will accept meetings from Responsive to verify the metadata before import to ensure success.
  7. Customer will accurately validate that Customer Data is migrated and Q&A pairs are complete within two (2) weeks of completion of data migration services .
  8. Customer will review and follow Company provided instructions for data migration
  9. Customer is solely responsible for the content after delivery. Responsive staff will not create new content or modify existing content in the Software.

Out of Scope Services

Out of scope services include, but are not limited to, the following:

  1. Virtual meetings exceeding twenty-five (25) participants
  2. Activities and training in languages other than English
  3. Onsite meetings and Responsive travel
  4. Content creation, including writing, documentation, and graphic design
  5. Custom development services

 

Responsive management of software tools in customer environments provided by other vendors (e.g., MS Word, MS Excel)

Rev: 01 July, 2024

IMPLEMENTATION SERVICES

Standard Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Standard Implementation Package:

  • Designated Onboarding ConsultantFacilitate one (1) Onboarding Kickoff Meeting within ten (10) business days of the Effective DateConduct up to four (4) virtual product training sessions that are approximately sixty (60) minutes each and related to the Product(s) purchased (e.g., Content Library Basics, Content Management, Project Lifecycle, Request Projects, Flex Session for LookUp, Profile Center, AI Assistant)
  • Conduct one (1) implementation workshop and go-live prep meeting, which will include a defined software rollout strategy
  • Coordinate transition to Responsive Customer Success team

Term

The Standard Implementation Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Premium Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Premium Implementation Package:

  • Standard Implementation package, plus the following:
  • Designated Professional Services Consultant
  • Up to two (2) virtual workshops to review content and data strategy, including formatting best practices
  • Ten (10) additional hours of consulting to support the implementation, which may include:Content import, content organization, and best practicesTemplate creation and configuration of any one (1) template (e.g., Proposal Builder, Response templates, Section templates)Migrating historical project data
  • Custom report building (up to 3)Refresher trainings on additional functionality, and previous content

Term

The Premium Implementation Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services  Scope, whichever occurs first.

Standard Enterprise Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Standard Implementation: Enterprise Package:

  • Designated Onboarding ConsultantFacilitate one Onboarding Kickoff Meeting within ten (10) business days of the Effective DateConduct up to nine (9) virtual training sessions that are approximately sixty (60) minutes each and related to the Product(s) purchased (e.g., Content Library Basics, Content Management, Project Lifecycle, Request Projects, Additional sessions for LookUp, Profile Center, AI Assistant)
  • Conduct one (1) implementation workshop and go-live prep meeting, which will include a defined Software rollout strategy
  • Coordinate transition to Responsive Customer Success team

The Standard Enterprise Implementation Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Premium Enterprise Implementation Services Scope:

Responsive shall provide the following Professional Services as part of the Premium Implementation: Enterprise Package:

  • Standard Implementation: Enterprise package, plus:
  • Designated Professional Services Consultant
  • Up to two (2) virtual workshops to review content and data strategy, including formatting and best practices
  • Twenty (20) additional hours of consulting to support the implementation, which may include:Content import, content organization, and best practicesTemplate creation and configuration of any one (1) template (e.g., Proposal Builder, Response templates, Section templates)Migrating historical project data
  • Custom report building (up to 3)Refresher training on additional functionality, and previous content

Term

The Premium Enterprise Implementation Package will be deemed fully utilized within four (4) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Data Migration Services Scope:

Responsive shall provide the following Professional Services as part of the Data Migration Services Package:

  • An assigned data migration specialistReview current location and sources of Customer Data (initial audit)Perform a sample migration of Customer Data to evaluate formatting and qualityPerform a sample migration of Customer Data into the Customer instance of the SoftwarePerform quality assurance testing of Customer Data in the production environment (Responsive and Customer)
  • Perform full migration of Customer Data into the Customer instance of the Software along with full quality review and correction
  • Provide a set of instructions outlining best-practice formatting of Customer Data to ensure data readiness

Term

The Data Migration Services Package will be deemed fully utilized within two (2) months from the Effective Date or completion of the Services Scope, whichever occurs first.

Implementation Consulting Services Scope:

Responsive may provide the following Professional Services as part of the Implementation Consulting Services Package, as applicable:

  • Additional training:Availability for live virtual meetings, training, and Customer specific office hoursRefresher training, additional functional trainingContent management (e.g., content import, audit, organization)Portal mapping and project mapping supportResponsive Template building (e.g., Proposal Builder, Response templates, Section templates)M&A workflow, structure, and organization
  • Executive-friendly reporting & configuration

Term

The Implementation Consulting Services Package will be deemed fully utilized within four (4) from the Effective Date or completion of the Services Scope, whichever occurs first.

EXPERT SERVICES

Expert Services Scope:

Responsive shall provide the following Professional Services as part of the Expert Services Package based on the number of hours purchased, which may include (but not limited to):

  • Operational tasks
  • Best practice consulting services
  • Workflow process methodology
  • Strategic initiatives
  • Platform optimization

Customer and Responsive will agree on the schedule of Professional Services tasks before hourly work begins.

Responsive will provide recommendations based on Customer requests and best practices, and will outline key objectives in support of these requirements.

Responsive will execute against the agreed-upon tasks, and will update Customer on the progress of each effort in a timely manner. If hours allotment is insufficient to cover the proposed tasks and objectives, Responsive is responsible for informing the Customer.

Term

The Expert Services Package will expire on the end date outlined on the Order Form or completion of the Services Scope, whichever occurs first.

ADDITIONAL TERMS AND CONDITIONS

The following applies to all Professional Services provided by Responsive:

Responsive Roles & Responsibilities

Responsive will staff a Consultant to provide the agreed-upon services and has the following responsibilities to ensure timely completion of the Services  Scope:

  1. Designate a qualified consultant for the respective engagement.Submit deliverables in accordance with the agreed-upon schedule.Schedule and conduct regular status update meetings with the Customer.Identify, escalate, and share any risks  with the Customer promptly.
  2. Review and action Customer feedback on deliverables in a timely manner.Use Customer-provided equipment and resources in accordance with Customer policies and procedures.The right to place the project on hold, and to reallocate resources due to Customer’s non-responsiveness.Established Project and Portal Mapping SLAs depending on the request.

Customer Roles & Responsibilities

Customer will staff a team responsible for the duties below. In addition, Customer shall  provide timely access to all necessary resources, including content, IT systems, etc. as necessary for Responsive to provide the Services and to ensure timely completion of the Services  Scope:

  1. Customer to designate at least one (1) main point of contact during the Subscription Term to help Responsive schedule meetings and trainings.Customer will review and provide necessary feedback on the deliverables in accordance with agreed-upon schedule or within ten (10) business days of the Effective Date, whichever is sooner.Customer to provide any required information to Company in an agreed upon schedule to setup  Customer account within the Software.Customer will participate in regularly scheduled and ad hoc meetings with Responsive as agreed to support Services Scope completion , and as needed to address issues and risk mitigation.Customer will promptly communicate to Responsive, in writing, any complexities or new priorities that  arise.For any Data Migration Services:
    Customer will provide Customer Data to Company in ready state within thirty (30) days of Effective Date.
  2. If there is metadata on the documents that should be imported, Customer will accept meetings from Responsive to verify the metadata before import to ensure success.Customer will accurately validate that Customer Data is migrated and Q&A pairs are complete within two (2) weeks of completion of data migration services .Customer will review and follow Company provided instructions for data migrationCustomer is solely responsible for the content after delivery. Responsive staff will not create new content or modify existing content in the Software.

Out of Scope Services

Out of scope services include, but are not limited to, the following:

  1. Virtual meetings exceeding twenty-five (25) participantsActivities and training in languages other than EnglishOnsite meetings and Responsive travelContent creation, including writing, documentation, and graphic designCustom development services
  2. Responsive management of software tools in customer environments provided by other vendors (e.g., MS Word, MS Excel)Scheduled meetings outside of normal business hours (8:00am – 8:00pm) Customer’s local standard time including nationally recognized holidays

If Customer requests an out of scope service, Responsive will work jointly with Customer on a Statement of Work Addendum to document and analyze the requirements scope, level of effort, tasks and additional fees.

Expiration of Services

The Customer agrees any of the Professional Services purchased under an applicable Order Form must be used within the Services Subscription Term and that any unused Professional Services shall be forfeited upon expiration or termination. Upon the expiration of the Services Subscription Term, the Customer may elect to purchase additional Professional Service hours, upon written agreement by both Parties. However, the same Consultant cannot be guaranteed for the additional Professional Services purchased.Scheduled meetings outside of normal business hours (8:00am – 8:00pm) Customer’s local standard time including nationally recognized holidays

If Customer requests an out of scope service, Responsive will work jointly with Customer on a Statement of Work Addendum to document and analyze the requirements scope, level of effort, tasks and additional fees.

Expiration of Services

The Customer agrees any of the Professional Services purchased under an applicable Order Form must be used within the Services Subscription Term and that any unused Professional Services shall be forfeited upon expiration or termination. Upon the expiration of the Services Subscription Term, the Customer may elect to purchase additional Professional Service hours, upon written agreement by both Parties. However, the same Consultant cannot be guaranteed for the additional Professional Services purchased.

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