Introduction

Contentsquare and its Affiliates are committed to acting as a trusted partner to our Customers, helping them leverage Contentsquare for business success. Our Professional Services team enables Customers to drive more value from our services by:

• Advising on the deployment of Contentsquare technology and supporting the Customer's integration of it into their sites and mobile apps.

• Providing expert-level guidance and support regarding the use of the platform to extract insights and generate value to meet the business goals that the Customer has for their online footprint.

• Augmenting the Customer’s team and accelerating time to insights

• Delivering novel services and offerings using Contentsquare data.

Performance of Professional Services shall be subject to the terms and conditions of the Master Services Agreement executed between the Parties (the “MSA”).

All terms capitalized herein shall have the meanings ascribed to them in the MSA.

Service Description

This section will describe the types of Professional Services offered by Contentsquare:

2.1. Onboarding

The Onboarding services provide hands-on advisory, enablement, and project oversight services for the Customer as they deploy our technology. These services are charged as Fixed-Fee packages.

2.1.1. Scope of Work and Deliverables

Contentsquare’s onboarding approach focuses on targeted workshops and best practices to help Customers implement and adopt the Contentsquare Product purchased via an Order Form. The scope of the work is dependent on the package purchased and will include some or all of the following:

• Contentsquare Kickoff: Contentsquare's Customer success manager will meet with the Customer’s team to discuss their journey with Contentsquare and align on their key business objectives to ensure they’re successful with the platform.

• Initial System Setup: Contentsquare’s Onboarding team will either create a new account or use a pre-existing account to create a new system project in the Contentsquare platform, tailored to the Customer's contractual requirements and business needs.

• Scope Alignment: Contentsquare and our Customers will agree on the scope of the onboarding based on the key business objectives and document this in an Onboarding Scoping Document. This document identifies scope for the entire onboarding program.

• Base Tagging: Contentsquare provides Customers with the base tag script and best practices to deploy the tracking tag. The Customer will deploy the tag on their website(s). We will also conduct a workshop regarding Subresource Integrity (SRI) hashing or self-hosting for Customers who would like to pursue these options.

• Authorization Advice: Guidance on best practices to update the Customer’s Content Security Policy.

• End User Certifications: Access to Contentsquare’s University, where Customers will become certified on the Digital Experience Analytics platform.

• Personalization: Advice on personalized deployment based on the use cases outlined in the Onboarding Scoping Document.

• Personal Data Masking: Contentsquare provides services and best practices guidance for Customers to mask personal data from being visible in the platform.

• Integrations: Contentsquare will support the configuration of out-of-the-box integrations from our integration catalog as specified in the Product. Bespoke integrations beyond these are not in scope for Onboarding.

• Quality Assurance: Contentsquare’s quality assurance team will validate Customer deployments, reviewing personalization and personal data masking. The results will be shared with the Customer.

• Data Comparison: Data comparison between Contentsquare and a traditional analytics source such as Google Analytics (GA) or Adobe Analytics (Adobe).

• Enablement Use Case Workshop: Live workshops tailored to a Customers’ key business objectives.

• Executive Reporting: Development of workspaces within Contentsquare to provide monitoring and reporting on key business objectives. This service includes a scoping call and implementation of workspaces to agreed-upon scope.

• Hypercare: A period of extended support by the Onboarding team to resolve issues or provide guidance. Hypercare begins once the rest of Onboarding is complete. Customer may raise technical questions (e.g. customization changes needed) or product enablement questions (e.g. how do I do X in the platform?).

• Post-Onboarding Requests: The Customer has the ability to submit post-onboarding requests throughout the duration of their contract once Onboarding is complete. The number of requests available is defined by the package tier. These requests should focus on topics related to technical or enablement (i.e. product usage) questions that can be answered with up to five hours of support maximum. They will be supported by the Professional Services team and should be submitted via their Customer Success Manager.

2.1.2. Onboarding Packages

Packages are sold per channel to be implemented for Digital Experience Analytics (DXA) and Digital Experience Monitoring (DEM). For Product Analytics (PA), packages are not sold per channel.

2.1.3 DXA Package Tiers

DEM Package Tiers

PA Package Tiers

Contentsquare’s team does not make any edits or updates to the Customer’s website code or tag management systems. Management and maintenance of the Customers’ systems is the responsibility of the Customer.

2.1.4 Custom Onboarding

Where a Customer requires Onboarding in excess of the tiers described above, a custom scope of Onboarding will be defined in a bespoke Custom Onboarding Overview document which will supersede the Onboarding Packages above for that Onboarding project.

2.1.5 Replatforming Implementation

Replatforming implementation services are designed to guide the customer through the redeployment of Contentsquare as the customer makes material changes to their website. The following services are in scope:

• Conduct discovery of the new site, identifying key variables

• Serve as a technical advisor, consulting on the redeployment of the tag

• Advise on configuration of the platform, including variables & personal data masking

• Set up relevant mappings and zonings for one (and only one) use case

• Conduct full Quality Assurance check of your re-implementation

• Complete data validation check to your analytics source of truth

No enablement is included in the Replatforming Implementation package.

2.1.6. Enablement

Enablement services enable Customers to use Contentsquare modules and described in the tables above are the services included in Onboarding Packages. The full suite of Enablement available is described below:

• Contentsquare University: Our digital eLearning platform with access to 1-to-many live training webinars, a recorded webinar library, use case explorer, how-to guides, User Experience Guidelines and courses and assessments for user self-enablement and certification. (Included in License agreement)

• Adoption Plan: A tailored strategy developed by Contentsquare to ensure users are equipped with the necessary knowledge, skills & tools for executing their business objectives effectively. This can include curated Contentsquare University resources, use case workshops, and personalized coaching sessions.

• Use Case Enablement Workshop: A customized, hands-on workshop to teach the practical application of Contentsquare on the Customer’s data.

• Coaching Session: Live coaching session where the Customer’s team can meet with the Adoption Consultant to discuss any product area or use case topics previously covered.

• Train the trainer program: Workshop(s) to enable the Customer’s internal Trainers to train other team members on how to use Contentsquare.

The above Enablement services can also be procured as a Project or Managed service charged by consuming Professional Services hours on a Time and Materials basis, subject to a Work Authorization being approved as described in the Project and Managed Services section.

2.2. Project & Managed Services

Project and Managed services are purchased on a Time & Materials basis via a Professional Services Hours Sku, either on a one-off basis or an annually recurring service, as specified on the Order Form.

Project services are discretely scoped, separately delivered services that are requested by the Customer via their Customer Success Manager.

Project Services will be scoped, assessed for feasibility and level of effort, and then documented in a Work Authorization form for Customer approval. All services described in this section can be accessed using Professional Services Hours purchased by Customer.

Managed services are regularly occurring insights, design recommendations, enablement and strategic consulting from designated Professional Services resources. Managed services are offered as a package of service hours and are available in 2 different tiers for DXA and 4 different tiers for PA.

2.2.1. DXA/DEM Managed Services Tiers

2.2.2. PA Managed Services Tiers

A Work Authorization must be completed and approved over email by the Customer prior to commencing any Managed Service.

2.2.3. Data-driven Design & Analytics

In-house UX Designers and data analysts offer a range of services to supplement the Customer team and provide value from Contentsquare faster. The data-driven design and analytics services are delivered in the following form:

• Analysis: A full review of behaviors and UX issues occurring on a page or section of the Customer’s site with actionable recommendations. Deliverables are typically delivered as a slide deck presented on a readout call.

• Report: A high-level report on key UX issues on a page or site section with a few actionable recommendations. Deliverables may be presented as a short slide deck or as an email.

• War Room/Live Support: An extra resource working collaboratively with the Customer’s teams to identify friction and solutions during an agreed period (eg: peak, sales campaigns).

• Benchmark Analysis: A review of how the Customer’s site KPIs compare to the industry average. The industry will comprise more than 10 competitors. Competitor names cannot be disclosed. KPIs can be from a set list, or can be customizable for an additional cost. Results can be provided in presentation or in dashboard form.

For Product Analytics, the Customer team offers services in the following form:

• Migrations: The services team imports data from other analytics tools or internal databases. This may either Data Migration and/or Reports Migration.

• Mobile Implementation: The services team builds event and reporting support for iOS, Android or React Native frameworks. Other frameworks would require custom scoping.

• Data Governance: Governance audit of the current account. Design consultation on data governance and share best practices. Provide governance worksheet and end user guide on data governance.

• Implementation Review: Technical audit of existing implementation to identify areas of improvement. Provide custom enrichment recommendations to modify the data set. The services team will provide QA & validation of the technical implementation including Product Analytics installation, APIs, integrations and snapshots)

• Insights (Reporting & Analysis): The services team partners with the customer to perform analysis using the Contentsquare product and interpret and translate insights into strategic, actionable recommendations. This includes events and reporting build as necessary to support the review and analysis.

• Data Driven Bootcamp: Guidance and training to help a customer team make data driven decisions. This multi-week engagement is designed to build skills within Product Analytics and encourage organizational change management within the team. This includes a needs assessment to determine scope and up to 7 workshops for the customer team including content for both product leaders and product managers. Templates and best practices are provided for the customer to leverage after completing the program.

• Account Maintenance: Comprehensive audit of the current account including design consultation on data governance and sharing best practices. Provide governance worksheet and end user guide on data governance. The services team will build a step by step guide for account cleanup and provide assistance with the cleanup.

• Privacy Review: Document, configure and test privacy setup for Session Replay and/or autocapture. Provide privacy configuration audit, QA and document additional changes and share guidance on best practices for validation.

2.2.4. Design-Only Services

The design team can also provide design-only services to give the Customer actionable recommendations based on design best-practices. These services are delivered in the following form:

• Mockup Creation: The design team crafts hi-fidelity mockups for the desired page(s) or flow, aligning with the distinctive style of the Customer’s site and adhering to user-centric best practices. Typically delivered as a slide deck presented on a readout call.

• UX/UI Audit: The design team audits the desired page(s) or flow in order to identify areas of opportunity and improvement. This includes detailed notes identifying potential UX problems, along with written and visual design recommendations based on design theory & usability heuristics. Typically delivered as a slide deck presented on a readout call.

• Inspirational Benchmarking: The design team compile recommendations from the industry and competitors, for use in informing future page redesigns or AB test ideas. Recommendations will include accessibility awareness. Typically delivered as a slide deck presented on a readout call.

2.2.5. Strategic Consulting

The strategic consulting team provides consultative and advisory services to enable the Customer to gain more value through operational and data maturity. The team provides the following services:

• Reporting Set-up & Support: The team works with the Customer to identify and build workspaces and develop a strategy for how best to use the data.

• Data Governance Support: The team works with the Customer to define a scalable data governance model for the Customer’s organization.

• Analysis Advisory Support: The team works with the Customer to guide them through a specified analytics project using best practice guidance.

• Replatform/Redesign Support: The team provides tailored support to guide the Customer through analysis and reporting during a replatforming or redesign project.

• CRO & Data Cycle Consultation: The team evaluates the Customer’s data cycle and provides a personalized strategy to best integrate the Contentsquare platform into the process.

Web Performance Consultation: The team provides a personalized strategy to best integrate Contentsquare platform into the Customer’s roadmap for improving web performance.

2.2.6. Field Innovations

The field innovations team offers services that provide customized tools and applications for Customers, partners and prospects. Field innovations offer the following services:

• Integration Support: This service guides the Customer through the integration of Contentsquare with other in-house or third-party systems or builds it for them.

• Product Extensions: These services extend the capabilities of the product with custom alerts, forms or dashboards.

• DHI Dashboard: This service deploys a pre-built dashboard of Digital Happiness Index metrics aggregated to pillar scores and trended over time for the Customer’s site compared to the industry average.

Modules and components created will be delivered on the team’s CS Explore platform which is hosted on Amazon Web Services and is accessible through a standard Contentsquare SSO login.

2.3. Technical Account Management

The Technical Account Manager (TAM) is a designated resource that will work with the Customer to ensure the product is deployed and configured to support the Customer’s business requirements. This resource can support with:

• Ticket reviews and escalation management

• Platform technical reviews and recommendations

• Technical education and best practices

• Platform configuration, and

• Advanced platform support and technical enablement.

Technical Account Management is sold in 3 tiers via an Order Form, and these are the typical activities that a TAM will engage in, at the Customer's discretion: