Introduction

Contentsquare and its Affiliates are committed to acting as a trusted partner to our Customers, helping them leverage Contentsquare services 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 enablement 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 and applicable Order Form and/or SOW executed between the Parties.

Service Description

This section describes the types of Professional Services that may be provided by Contentsquare pursuant to an Order Form or SOW:

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 purchased under an Order Form. Onboarding projects shall not exceed six months, unless specified otherwise. 

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. 

• SDK Deployment: Contentsquare provides Customers with the SDK and best practices to deploy the SDK. The Customer will deploy the SDK on their app(s). 

• 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 team will validate Customer deployments, reviewing personalization and personal data masking. The quality assurance approach may use third-party tools to provision our services, including Browserstack (testing tool).

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

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

• 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. The Customer may raise technical questions (e.g. customization changes needed) or product enablement questions (e.g. how do I do X in the platform?).

Onboarding Packages

Packages are organised per channel to be implemented for Digital Experience Analytics (DXA), Digital Experience Monitoring (DEM) and Product Analytics (PA).

DXA Packages

DEM Packages

PA Packages

Additional Onboarding Packages

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

Custom Onboarding

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

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

• 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, but it may be used in combination with other post-onboarding services to inform the design of the replatform, and evaluate its success.

Training

Training services enable Customers to use Contentsquare modules. The Training services included in each Onboarding Packages are described in the table above. The full suite of Training services 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. This is part of the license agreement but typically courses and certifications are completed by the customer in advance of Use Case Labs.

• Training 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 training plan is part of our Onboarding Scope.

• Foundational Training Session: An interactive training session covering the fundamentals of the platform. Training will leverage the Customer’s data and is delivered virtually in a private, instructor-led format. Attendees will be expected to use the platform and participate in polls & quizzes.

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

• Train the trainer program: Workshop(s) to enable the Customer’s internal Trainers to train other team members on how to use Contentsquare. Focus is on enabling an internal power user on our training journey, including our analytics process, our product training, and our use case workshop methodology. 

Post-Onboarding Services

Managed Services Packages

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 deliverables and are available in 3 different tiers, which can be purchased via execution of an Order Form.

Project-Based Services Packages

• Core Insights Package: Quick, targeted insights to unlock immediate wins. This engagement consists of a one-time delivery of the following four components. Further described in the Deliverable Description section below:

a) One (1) Assessment: An Opportunity Prioritization Report,

b) One (1) Analysis: To be selected from a Single Page Analysis, a Campaign Analysis, or an AB Test Analysis,

c) One (1) Account Setup Maintenance Session 

d) One (1) Workshop: Analysis Advisory Support.

• Comprehensive Insights Package: Turn insight into measurable performance gains. A deeper engagement for teams driving major initiatives and needing sustained, expert insight. This engagement consists of a one-time delivery of the following six components. Further described in the Deliverable Description section below:

a) One (1) Assessment: An Opportunity Prioritization Report,

b) One (1) Initial Analysis; To be selected from a Single Page Analysis, Campaign Analysis, or AB Test Analysis,

c) One (1) In-depth Analysis; To be selected from a Checkout Funnel Analysis or Multi-Page Flow Analysis;

d) One (1) Account Setup Maintenance Session

e) One (1) Peak Season Live Support Engagement,

f) One (1) Additional Deliverable: To be selected from a UX/UI Audit or an Analysis Advisory Workshop.

• Account Maintenance & Data Governance Support Package: Expert guidance and best practices in structuring, using, and tagging data within the platform. The following deliverables will be carried out: 

a) One (1) Initial Scoping and Discovery Session, 

b) Review of user accounts, mappings, goals, segments, zonings, events, 

c) One (1) Data Governance and Tagging Strategy Workshop, 

d) Key Dashboard/Workspace Builds, 

e) Development of Data Governance Guide (naming conventions, user management, accountability, best practices).

• Incremental Training Package: A set of workshops and use case sessions designed to accelerate adoption and maximize the value seen from our platform. The training sessions to be delivered can be tailored on request. A typical set of sessions would include: 

a) One (1): Getting Started session (~90min), 

b) One (1): Going Further session (~90min), 

c) Two (2): Use Case Labs sessions (~90min).

• Replatforming Support Package: A tailored engagement designed to provide implementation support and strategic consulting before, during, and after a replatforming. A range of potential deliverables is available under this engagement. The following may be delivered: Project management, pre-go-live audit, Go-live monitoring and project management, New mapping, zoning, and dashboard setup, Go-live support, Ad hoc implementation troubleshooting, and high-level data comparison check.

• Voice of Customer (VoC) Support Package: Get comprehensive VOC support from our UX experts. Our team helps you design the right research approach, recruit participants, craft effective questions, and gather actionable insights to improve your customer NPS and CSAT scores. The team will deliver a VOC support plan, and one of the following deliverables: Surveys, Unmoderated Testing, or Moderated Interviews.

Definition of deliverables

• Short Report: A walkthrough of the key findings from investigating a question with Design recommendations incorporated.

• In-Depth Analysis: A full review of the UX issues and insights from investigating a question with Design recommendations incorporated.

• Workshop: A structured session to understand customer objectives, and educate on and explain Contentsquare capabilities and their application to the objectives.

• Reporting: In-application data visualizations such as Dashboards, Journey Analyses or Funnels.

• Readout: Verbal presentation of a Short Report, Analysis, or Workshop.

• Analysis Advisory Support: A workshop with hands-on guidance from a Contentsquare expert to upskill your team in turning insights into action.

• Mockup Creation: Hi-fidelity mockups created in Figma to inform your site redesign based on design best practices.

• UX Audit: An audit of a page or flow, measured against design best practices and usability heuristics.

• Holiday Readiness Audit: A report that reviews all the features on your site that are critical to a successful holiday campaign and measures them against usability best practices. 

• Inspirational Benchmarking: A report that compiles design recommendations, namely industry and competitors examples, to consider for future page redesigns.

• Live Support Engagement: A PS resource works collaboratively with your teams to identify friction and solutions for a full day during your peak period or selected campaign period.

• Getting Started session: An interactive training session covering the basics of the platform. Training will leverage the Customer’s data and is delivered virtually in a private, instructor-led format. Attendees will be expected to use the platform and participate in polls & quizzes.

• Going Further session: An interactive training session covering the more advanced topics for answering key business questions with the platform. Training will leverage the Customer’s data and is delivered virtually in a private, instructor-led format. Attendees will be expected to use the platform and participate in polls & quizzes.

• Use Case Lab session: A tailored training session delivered virtually where you will be guided through an analysis methodology for addressing specific use cases. The use cases for each session will be determined beforehand in collaboration with the Customer.

• VOC support plan: A tailored VOC research plan defining the goals, methodology, recruitment strategy, and expected insights to ensure your study delivers clear, actionable customer feedback.

• Surveys: A PS resource will help launch branded surveys to capture meaningful customer feedback.

• Unmoderated Testing: A PS resource will set up, run, and analyze unmoderated user tests to uncover patterns, sentiments, and opportunities for improvement.

• Moderated Interviews: A PS resource will plan, recruit, and conduct 1:1 user interviews, then synthesize behavioral and attitudinal themes for clear, actionable recommendations.Time & Materials Engagement

At Contentsquare’s sole discretion, Project-based Services Packages and Managed Services Packages may also be purchased on a Time & Materials basis through a Professional Services Hours SKU, either as a one‑time engagement or as a recurring service, as set forth in the applicable Order Form. In such cases, the services shall be scoped, assessed for feasibility and estimated level of effort, and documented in writing by Contentsquare. Any purchased Professional Services hours that remain unused after the end date specified in the Order Form will expire and may not be carried over or used for any other purpose.

Package Tiers

The packages outlined above are sold at two tier levels. The difference between them is outlined below:

• Tier 1: Work is performed by our in-region teams or regional partners, delivering guidance and services from expert CSQ resources within the region and in the local language (when available). Onboarding Packages and Managed Services at this tier include a designated project manager throughout the engagement.

• Tier 2: Work is delivered remotely and is only available in English and French. These packages include a templatized delivery method with light project management where applicable. 

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 the following services:

• Technical Program Leadership and Guidance:  Direction and monitoring of your Contentsquare deployment program and maintenance across a portfolio of websites and apps

• Ops Management (Support and Implementation): including regular meetings, support ticket reviews, support ticket reporting, escalation management, incident response and root cause analysis, maintaining technical documentation repository.

• Platform Technical Review and Recommendations: including customer data validation, event and pageview setup, performance monitoring, session replay auditing, product enhancements gap analysis, data quality alignment.

• Technical Education and Best Practices: including product analytics, session replay,  and zoning enablement, DXA connect assistance, administration enablement, personal data protection, security help and insights, change management, feature enablement, and reporting guidance.

• Platform Configuration: This category of support can include personal data masking, quarterly health checks, regex sessions/assistance, data layer troubleshooting, custom tag assistance, SRI configuration and management, user rights management, blacklisting IP’s, bot remediation, Heap connect assistance, and custom API guidance.

• Advanced Platform Support and Technical Enablement: This category of support can include data export configuration, PM roadmap sessions, developer Q&A sessions, ask an expert sessions, QA planning and documentation, DXA and PA Alerts creation and maintenance.

The services the TAM will support is dependent on the products purchased. Technical Account Management is available in 3 tiers and can be purchased via execution of an Order Form. These tiers correspond to 3 different levels of designated staffing:

• Gold-tier customers receive the highest level of dedicated engagement, with the majority of the Technical Account Manager’s customer-facing time focused exclusively on their account.

• Silver-tier customers benefit from around half of their Technical Account Manager’s customer-facing time, ensuring consistent engagement, proactive planning, and technical consultation.

• At the Bronze tier, the TAM will provide a quarter of customer-facing time in aid of regular account management, issue oversight, and access to technical advisory services in line with the service scope defined above.

Travel & Expense 

Customer will be responsible for all reasonable travel expenses, hotel accommodations, and any other out-of-pocket expenses properly and reasonably incurred by Contentsquare in connection with the on-site delivery of Professional Services, including, but not limited to, workshops or presentations performed at the Customer’s premises, provided that where reasonably practicable, such expenses have been preapproved by Customer prior to being incurred.

General

Contentsquare may amend the Professional Services Overview from time to time in its sole discretion. Contentsquare will post the revised terms on its website with a “Last Updated” date. Please review the websites on a regular basis to obtain timely notice of any revisions.