Success Foundation

Strategy & Success

Premium Education Services

Access to:

• Premium training catalog – Provides ideas to improve Platform usage and engagement.
• Centralized Client resources – White papers and Attune Conference recordings

Access to purchase:

• Non-business-hour training – Option to purchase virtual instructor-led training outside Firstup business hours. This effort will be scoped and provided under a separate order form and SOW.
• Onsite training – Option to purchase onsite live training. This effort will be scoped and provided under a separate order form and SOW.

Technical Consulting

CX Hours

Provides 60 Customer experience hours (“CX Hours”) a year for Professional Services technical expertise to maintain and optimize Client’s use of the Platform.

CX Hours can be used for the following:

• Configuration updates – Updating product configurations previously set during the Platform implementation or feature setup.
• Technical Consulting – Technical guidance provided by a Firstup Technical Consultant on ad-hoc or recurring Client calls.
• Product Consulting – Product guidance provided by a Firstup Business Consultant on ad-hoc or recurring Client calls.
• Instructor Led Training – Training classes for new or advanced communicators and Platform administrators.
• Data Management – Tasks to help maintain or export your program data.
• Product Extensions – Building or updating a defined set of product extensions. This does not include custom integrations.

*Client may only use up to 5 CX Hours/month. If the Client wants to borrow CX Hours from future months, it will be reviewed by Firstup on a case by case basis. Hours allocated will be reduced by 5 on a monthly basis regardless of use.

Maintenance & Support

Mobile Deployment Consulting

After Client’s initial Branded Mobile app set-up, the Mobile Deployment Consulting will provide ongoing guidance and consulting for Client’s deployment.

This includes:

• Extras for Mobile App release – rebranding of application (name, assets), deployment change (MDM, Unlisted)
• Firstup Managed app – Firstup will handle updating the certificates, troubleshoot deployment issues, and maintain updating applications in the Apple and Google Stores
• For any Client Managed app – Client will maintain App Stores, update certificates that expire yearly, troubleshoot deployment issues, and update the application in MDM, or Apple and Google Stores. Firstup can provide limited guidance (as listed in the Customer Managed App Deployment Quick Start, provided to Client during implementation).

Priority Support

This upgrade in Support includes the following:

• 24×7 Access to Knowledge Base and self-service tools
• 16×5 access to assisted support resources in all available time zones (EMEA + US-East + US-west)
• Initial response time enhanced support SLA of 8 business hours
• Target resolution enhanced support SLA where 50% of all support tickets are fully resolved within 10 business days (excluding time when the ticket is in a pending state, awaiting an update from the Client)
• Support delivery through self-service tools, pooled support team, and escalation management
• Support portal and assisted support access for 8 designated contacts and all admins
• End user support in help center and assisted support triage for non-designated support contacts
• Access to all public, restricted, and eligible beta specific help center articles
• Emergency phone voicemail access for reporting critical Platform incidents