PROFESSIONAL SERVICES ADDENDUM FOR ONBOARDING

Last updated in August 2022

This Professional Services Addendum for Onboarding (“Addendum” or “Onboarding Addendum”) forms part of the Heap Master Services Agreement (“MSA”, collectively, the “Agreement”) and is entered into and agreed upon by and between Customer and Heap. This Addendum shall be effective as of the date the Customer executes an Order Form or other similar document specifying the Services to be provided hereunder and fees to be paid by Customer.  Any capitalized terms not defined in this Addendum have the respective meanings as set forth in the MSA or the Order Form.  In the event of a conflict between the terms of this Addendum and the Agreement, this Addendum shall govern only with respect to the subject matter herein.

1. HEAP ONBOARDING SERVICES.

1.1        Onboarding Services. Upon payment of the fees and subject to Customer’s continuous compliance with the terms and conditions of this Agreement, Heap will provide Customer with the following additional consulting services and support to implement and support Customer’s access to the applicable Software Services (“Onboarding”): 

  • Providing an Onboarding plan to Customer, including timeline planning and status reporting;

  • Establishing the necessary governance, tools and resources to create and maintain a collaborative implementation with the Customer’s team;

  • Providing subject matter expertise in configuring and utilizing the Heap Software Services; and

  • Providing consulting expertise in designing and utilizing the Heap Software Services to support analytics.

An example of the desired Onboarding plan is set forth in Exhibit A.  

1.2        Customer Obligations. Customer is required to (a) make a competent representative available throughout the duration of the Onboarding and within five (5) business days of the start of the execution of the Order Form for a kickoff call; (b) develop an Onboarding plan, which will be developed between the parties; (c) have (and maintain) the required infrastructure and system requirements as set forth in the Documentation to ensure proper access and utilization of the Software Services; and (d) provide any necessary assistance or information to Heap required to complete Professional Services.

1.3        Exclusions. In regard to Onboarding, Heap is not obligated to (a) provide any Professional Services other than what is offered under this Addendum; (b) perform Professional Services if Customer fails to pay all fees when due or fails to perform its obligations under the Agreement; (c) perform (i.e., take control of Customer’s environment) Onboarding on Customer’s behalf. Customer acknowledges that Professional Services do not include developing custom scripts, templates or queries or analyzing or troubleshooting performance issues resulting from or related to third party products.  Heap will not take control of Customer’s environment to perform full installations, configurations, migrations or upgrades. Heap will not go on-site to the Customer to perform any Professional Services offered under this Agreement.  

2. SUBCONTRACTING. 

In the course of providing the Professional Services and/or deliverables hereunder, Heap may, in its discretion, draw on the resources of and subcontract to subcontractors (each, a “Subcontractor”). In such instances, Customer agrees that Heap may provide information Heap receives in connection with this Product Addenda to the applicable Subcontractor(s) for the purpose of the Professional Services and related administration.  Heap will remain responsible for all of the Professional Services provided by such Subcontractor, and Customer agrees that it shall not make any direct payment to Subcontractor for the Services. 

3. EXPIRATION; TERMINATION. 

3.1        Expiration. This Addendum and Onboarding will automatically expire upon the earlier of: (i) the completion of the agreed upon Onboarding or (ii) ninety (90) days after the Subscription Start Date. Upon expiration, Heap will no longer be required to provide Professional Services under this Addendum. 

3.2        Termination. Heap may terminate this Addendum upon thirty (30) days prior written notice for any material default or breach of the terms and conditions of this Addendum or the Agreement, unless the Customer has cured such failure or default within such thirty (30) day period, or immediately pursuant to the MSA. 

4. CHANGE ORDER PROCESS.  

If the scope of the Professional Services materially alters and requires a change, such change will be mutually agreed upon between the parties, and the parties will execute a change order, reflecting fees, for additional Professional Services to be performed (a ‘Change Order’). 

5. FEES.

The fees for the Professional Services will be outlined and paid solely to Heap in accordance with the Order Form. Failure of Customer to complete the Onboarding within the Onboarding Term shall not relieve Customer of its obligation to pay the fees due hereunder.  

This Professional Services Addendum for Onboarding (“Addendum” or “Onboarding Addendum”) forms part of the Heap Master Services Agreement (“MSA”, collectively, the “Agreement”) and is entered into and agreed upon by and between Customer and Heap. This Addendum shall be effective as of the date the Customer executes an Order Form or other similar document specifying the Services to be provided hereunder and fees to be paid by Customer.  Any capitalized terms not defined in this Addendum have the respective meanings as set forth in the MSA or the Order Form.  In the event of a conflict between the terms of this Addendum and the Agreement, this Addendum shall govern only with respect to the subject matter herein.

Implementation Steps

PhaseDefinitionDeliverablesEstimated timeframe from SOW effective Date

Kickoff

Align on project scope and project plan, including timeline and goals. 

Establish communication cadence for successful implementation.

• Develop Project Plan

Week 1

Discovery

Continue aligning project scope and plan with Heap Onboarding. 

Establish security, privacy, data, and implementation requirements.

• Finalize Project/Environment structure 

• Install Heap script sites/apps within scope

Weeks 2-3

Design

Provide guidance and recommendations for achieving stated requirements. 

Design governance model.

• Communicate best practice recommendations 

• Conduct Governance Design Worksheet & User Guide review

Weeks 2-3

Build

Build events, segments, properties, and reports based upon defined scope.

• Complete dashboard buildout(s)

• Conduct buildout review call

Weeks 4-5

Readiness

Conduct Customer’s User enablement sessions and support change management activities.

• Training sessions

Weeks 6-7

Launch

Heap go-live announcement. 

Hypercare support.

• Go-live with the Heap Software Services 

• Hypercare support following the go-live

Week 8

Communications:

For any general questions relating to the Onboarding, Customer should contact Customer’s main point of contact.  In the event of any escalation with respect to the Onboarding, please reach out to partners@heap.io. For any questions related to the Heap Software Services, please email: support@heap.io.