Algolia Support, Expert Services and Success Offerings

This is not the current version of this document and is provided for archival purposes. The current version is available here.

Table of Content:

  1. Professional Service Offerings
  2. Customer Solutions Services
  3. Algolia Success Plan Offering

Professional Service Offerings

Through collaboration, subject matter expertise, detailed scoping, best practices and prescriptive activities, your Algolia Professional Service team are available to blueprint your application, accelerate your time to go live and benchmark / optimize your search and browse areas of focus through a combination of consultation, design, configuration, onboarding, education and technical support; providing subscribers help to create something they did not know was possible.

SERVICE DESCRIPTION HOURS
Algolia Onboarding See Algolia Onboarding, Algolia Onboarding Specific Terms, and Professional Service Specific Terms 25
Algolia Onboarding Plus See Algolia Onboarding Plus, Algolia Onboarding Plus Specific Terms, and Professional Service Specific Terms 55
Algolia Onboarding for Enterprise See Algolia Onboarding for Enterprise, Algolia Onboarding for Enterprise Specific Terms, and Professional Service Specific Terms 80
Algolia Onboarding for Accelerator See Algolia Onboarding for Accelerator, Algolia Onboarding for Accelerator Specific Terms , and Professional Service Specific Terms 80
Algolia Quick Start for Sending Events See Algolia Quick Start for Sending Events Service, Algolia Quick Start for Sending Events Specific Terms and Professional Service Specific Terms 12
Algolia Pulse See Algolia Pulse Service, Algolia Pulse Specific Terms and Professional Service Specific Terms. 20
Algolia Advisory 10 See Algolia Advisory 10 Service, Algolia Advisory 10 Specific Terms and Professional Service Specific Terms. 10
Algolia Advisory 25 See Algolia Advisory 25 Service, Algolia Advisory 25 Specific Terms and Professional Service Specific Terms. 25
Algolia Merchandising Accelerator See Algolia Merchandizing Accelerator Service, Algolia Merchandizing Accelerator Specific Terms and Professional Service Specific Terms. 160
Algolia Platform Accelerator See Algolia Platform Accelerator Service, Algolia Platform Accelerator Specific Terms and Professional Service Specific Terms. 150

Algolia Onboarding

Algolia Onboarding is a 25 hour collaborative and consultative service, inclusive of preparation or follow-up, conducted on a single application on a single platform. With support from an Algolia expert, your team will receive training and education through remote workshops alongside tailored guidance that takes into account search / browse best practices to assist with accelerating your launch process as you work toward going live with your Algolia application.

  • Mobilize (up to 1.5 hours)
    • Project Plan Definition
  • Workshops (up to 7.5 hours)
    • Search & Discovery Patterns
    • Data Model & Synchronization
    • Building the User Interface
    • Events & Signals
    • Relevance
  • Implementation (up to 14.5 hours)
    • Bi-weeekly Technical Check-ins
    • Release Readiness
  • Hand Off (up to 1.5 hours)
    • Project Closure

Expected Outcome:

  • Recording of live sessions or check-ins, upon request.

Algolia Onboarding Specific Terms:

  • Services Start Date - an Algolia Onboarding subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Onboarding must be used within 90 days after the Start Date of the applicable Service Order. Any Professional Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period. 
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to different Phases at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time. 
  • Usage of Service Hours - Highlighted in the Work Breakdown above is the Professional Services recommended distribution of hours. Although these are Algolia’s recommendations, Subscriber shall determine how best to use the service hours. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific activity, as described above, that other activities may be impacted. If Subscriber requires weekly collaboration with a specific Algolia expert exceeding 3 hours, Subscriber must reserve the Algolia expert in advance by giving at least 3 weeks notice.  
  • Project Management - If Technical Engagement Manager involved in service delivery, service hours to be increased up to 5 additional hours for a total of up to 30 hours.

Algolia Onboarding Plus

Algolia Onboarding Plus is a 55 hour interactive consultative service, inclusive of preparation and follow-up, conducted on a single search application on a single platform, in which your Algolia technical resource will collaborate alongside your team and provide you the support to get up and running successfully with Algolia products. Your technical resource facilitates collaboration on broader technical matters, advising on search best practices and product training through a number of remote workshops as you move toward building your Algolia implementation.

Phases:

  • Kickoff (up to 2.5 hours)
    • Project Plan Definition
  • Education (up to 10.5 hours)
    • Algolia Technical Concepts
    • Indexing and Integrations
    • Building the UI
    • Tracking Events
    • Algolia Business Concepts
    • Making Results Relevant
    • Accelerated Learning
  • Solution Design (up to 11 hours)
    • UI/UX Analysis
    • Architecture & Data Design
    • Relevancy Design
    • UI Design
  • Implementation (up to 24 hours)
    • Project Check-ins and Ad Hoc Consultancy
  • Business Optimization Training (up to 4 hours)
    • Merchandising Studio
    • Analytics & A/B Testing Overview
  • Test and Deploy (up to 1.5 hours)
    • Release Readiness
  • Handoff (up to 1.5 hours)
    • Project Closure

Expected Outcome:

  • Solutions Guide 
    • A document aimed at collating information shared throughout the service delivery, acting as a central repository for our expert’s suggestions, findings and recommendations regarding your Algolia data pipelines, data model, ui/ux, relevance and merchandising experience.
  • Recording of live sessions or check-ins, upon request.

Algolia Onboarding Plus Specific Terms:

  • Services Start Date - an Algolia Onboarding Plus subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Onboarding Plus must be used within 90 days after the Start Date of the applicable Service Order. Any Professional  Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period. 
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to different Phases at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time. 
  • Usage of Service Hours - Highlighted in the Work Breakdown above is the Professional Services recommended distribution of hours. Although these are Algolia’s recommendations, Subscriber shall determine how best to use the service hours. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific activity, as described above, that other activities may be impacted. If Subscriber requires weekly collaboration with the Algolia technical resource exceeding 3 hours, Subscriber must reserve the Technical Resource in advance by giving at least 3 weeks notice.  
  • Project Management - If Technical Engagement Manager involved in service delivery, service hours to be increased up to 11 additional hours for a total of up to 66 hours.

Algolia Onboarding for Enterprise

Algolia Onboarding for Enterprise is an 80 hour collaborative and consultative service, inclusive of preparation and follow-up, conducted on a single search application on a single platform. Over the course of our engagement, your Algolia experts will focus on mapping business goals to technical requirements to support a deployment that aligns with your vision.

Phases:

  • Kickoff (up to 2.5 hours)
    • Project Plan Definition
  • Education (up to 15 hours)
    • Algolia Technical Concepts
    • Indexing and Integrations
    • Building the UI
    • Tracking Events
    • Accelerated Learning
    • Merch Studio Overview
    • Merchandising and Rules Workshop
  • Solution Design (up to 17 hours)
    • UI/UX Analysis
    • Relevancy Design
    • Architecture & Data Design
    • UI Design
  • Implementation (up to 28 hours)
    • Project Check-ins and Ad Hoc Consultancy
  • Business Optimization Training (up to 14.5 hours)
    • Merch Studio Series: Relevance
    • Merch Studio Series: Merchandising Use Cases
    • Merch Studio Series: Analytics & A/B Testing
    • Merch Studio Series: Advanced Features
  • Test and Deploy (up to 1.5 hours)
    • Release Readiness
  • Handoff (up to 1.5 hours)
    • Project Closure

Expected Outcome:

  • Business Strategy & Technical Solutions Guide 
    • A document aimed at collating information shared throughout the service delivery, acting as a central repository for our expert’s suggestions, findings and recommendations regarding your Algolia data pipelines, data model, ui/ux, relevance and merchandising experience.
  • Recording of live sessions or check-ins, upon request.

Algolia Onboarding for Enterprise Specific Terms:

  • Services Start Date - an Algolia Onboarding for Enterprise subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Onboarding for Enterprise must be used within 90 days after the Start Date of the applicable Service Order. Any Professional  Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period. 
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to different Phases at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time. 
  • Usage of Service Hours - Highlighted in the Work Breakdown above is the Professional Services recommended distribution of hours. Although these are Algolia’s recommendations, Subscriber shall determine how best to use the service hours. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific activity, as described above, that other activities may be impacted. If Subscriber requires weekly collaboration with a specific Algolia expert exceeding 3 hours, Subscriber must reserve the Algolia expert in advance by giving at least 3 weeks notice.  
  • Project Management - If Technical Engagement Manager involved in service delivery, service hours to be increased up to 16 additional hours for a total of up to 96 hours.

Algolia Onboarding for Accelerator

Algolia Onboarding for Accelerator is an 80 hour collaborative and consultative service, inclusive of preparation and follow-up, conducted on a single search application on a single platform. Over the course of our engagement, your Algolia experts will focus on mapping business goals to technical requirements to support a deployment that aligns with your vision.

Phases:

  • Kickoff (up to 2.5 hours)
    • Project Plan Definition
  • Education (up to 17 hours)
    • Connector Overview
    • Algolia Technical Concepts
    • Indexing and Integrations
    • Building the UI
    • Tracking Events
    • Accelerated Learning
    • Merch Studio Overview
    • Merchandising and Rules Workshop
  • Solution Design (up to 16 hours)
    • UI/UX Analysis
    • Relevancy Design
    • Architecture & Data Design
    • UI Design
  • Implementation (up to 27 hours)
    • Project Check-ins and Ad Hoc Consultancy
  • Business Optimization Training (up to 14.5 hours)
    • Merch Studio Series: Relevance
    • Merch Studio Series: Merchandising Use Cases
    • Merch Studio Series: Analytics & A/B Testing
    • Merch Studio Series: Advanced Features
  • Test and Deploy (up to 1.5 hours)
    • Release Readiness
  • Handoff (up to 1.5 hours)
    • Project Closure

Expected Outcome:

  • Business Strategy & Technical Solutions Guide 
    • A document aimed at collating information shared throughout the service delivery, acting as a central repository for our expert’s suggestions, findings and recommendations regarding your Algolia data pipelines, data model, ui/ux, relevance and merchandising experience.
  • Recording of live sessions or check-ins, upon request.

Algolia Onboarding for Accelerator Specific Terms:

  • Services Start Date - an Algolia Onboarding for Accelerator subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Onboarding for Accelerator must be used within 90 days after the Start Date of the applicable Service Order. Any Professional  Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period. 
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to different Phases at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time. 
  • Usage of Service Hours - Highlighted in the Work Breakdown above is the Professional Services recommended distribution of hours. Although these are Algolia’s recommendations, Subscriber shall determine how best to use the service hours. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific activity, as described above, that other activities may be impacted. If Subscriber requires weekly collaboration with a specific Algolia expert exceeding 3 hours, Subscriber must reserve the Algolia expert in advance by giving at least 3 weeks notice.  
  • Project Management - If Technical Engagement Manager involved in service delivery, service hours to be increased up to 16 additional hours for a total of up to 96 hours.

Algolia Quick Start for Sending Events

Algolia Professional Services will provide a Solution Architect for a total of 12 hours to guide you through the following critical phases via targeted sessions, for a single search application on a single platform, as described below.

Guidance through Critical Phases:

Education: the Solution Architect will educate your team on best practices, benefits and key concepts required to send click, view or conversion events ("Events") to Algolia, allowing you to effectively take advantage of Algolia's suite of advanced features, which include A/B testing, Personalization, Dynamic Re-ranking and Algolia Recommend, if such features are subscribed.

Discovery: the Solution Architect, guided by your customer journey, will work alongside your team to investigate, define and chronicle the desired Events to track.

Design: the Solution Architect, informed by the learnings in the discovery working session described above, will coach, provide best practices, and collaborate with your team in the configuration of the Algolia Event-sending service.

Handoff: the Solution Architect, will walk you through the solution design document prepared for your use as described below (the "Solution Design Documentation"), discussing and detailing the information chronicled as related to sending Events to Algolia.

Sessions:

  • Sending Events Baseline Education Session (1 hour)
    • Engagement model overview
    • Onboard Subscriber to key concepts, api's / libraries and best practices for debugging and sending Events to Algolia
  • Algolia Discovery: User Journey Mapping Session (2 hours)
    • Walkthrough user journey
    • Uncover view, click and conversion Events to track
    • Determine Event naming convention and batch strategy
  • Algolia Design: Sending Events Design Working Session (2 hours)
    • Assist Subscriber with configuring search/non-search related Events to track
    • Validate Events configured are being received, debugging if necessary
  • Solution Design Handoff (1 hour)
    • Presentation and walkthrough of Solution Design Documentation as described below with your applicable project stakeholders

Service Production:

  • Workshop Preparation & Review (3 hours (non-negotiable))
    • Time that will be spent by the Solutions Architect pre and post workshop on administrative tasks such as creating agenda for workshops based on feedback from Subscriber's team, correspondences, Q&A and preparing tailored materials based on requests or discussions to ensure the Solutions Architect is addressing specific areas of focus for Subscriber's team.

Expected Outcome:

  • Solution Design Documentation (3 hours (non-negotiable))
    • The Solution Architect will prepare and deliver a document specific to your implementation, composed of findings from your discovery and design working sessions described above, chronicling your Event-sending Algolia strategy.
  • Recording of workshops, as requested.

Algolia Quick Start for Sending Events Specific Terms:

  • Services Start Date - an Algolia Quick Start for Sending Events subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Quick Start for Sending Events must be used within 90 days after the Start Date of the applicable Service Order. Any Professional Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period.
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to the respective Sessions and the Solution Design Documentation at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time.

Algolia Pulse

Algolia Professional Services will provide a Solution Architect for a total of 20 hours to personally guide you through the following critical phases via targeted sessions, for a single search application on a single platform, as described below.

Guidance through Critical Phases:

Healthcheck: the Solution Architect will build, present and review a Subscriber specific search assessment, referred to as the Algolia Healthcheck.

Design: the Solution Architect will collaborate with Subscriber’s team to focus on the identified area(s) of improvement and co-design solutions.

Handoff: the Solution Architect, will walk Subscriber’s team through the Solution Design Document, discussing the information chronicled from Subscriber’s Area of Focus Design Working Session as described below, detailing the suggested solutions and their requirements.

Sessions:

  • Healthcheck Overview (1.5 hours)
    • Review business objectives, KPI’s and short/medium/long term goals
    • Deep dive into Subscriber’s Healthcheck to catalogue quick wins related to data, ui/ux, relevancy, people and process
  • Area of Focus Design Working Session (3 hours)
    • Co-design solutions, including specific configurations, as mutually agreed; prioritizing data, UI/UX and relevance related items, if any, identified in Healthcheck Overview discussed above
  • Solution Design Handoff (1.5 hours)
    • Presentation and walkthrough of Solution Design Documentation as described below with your applicable project stakeholders

Service Production:

  • Workshop Preparation & Review (3 hours (non-negotiable))
    • Time that will be spent by the Solutions Architect pre and post workshop on administrative tasks such as creating agenda for workshops based on feedback from Subscriber’s team, correspondences, Q&A and preparing tailored materials based on requests or discussions to ensure the Solutions Architect is addressing specific areas of focus for Subscriber’s team.

Expected Outcome:

  • Algolia Healthcheck (6 hours (non-negotiable))
    • Subscriber specific search assessment providing a holistic view of how Subscriber measures against the following key pillars; Data Synchronisation & Modeling, Relevance and UI
  • Solution Design Documentation (5 hours (non-negotiable))
    • The Solution Architect will prepare and deliver a document specific to your use case, detailing suggested solutions and their requirements
  • Recording of workshops, as requested.

Algolia Pulse Specific Terms:

  • Services Start Date - an Algolia Pulse subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Pulse must be used within 90 days after the Start Date of the applicable Service Order. Any Professional Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period.
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to the respective Sessions and the Solution Design Documentation at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time.

Algolia Advisory 10

Algolia Professional Services will provide a Technical Resource for a total of 10 hours to work with you live or asynchronously, including any work to prepare, research, develop, and document solutions, and to address any strategic or ad hoc technical questions specific to your Algolia application(s), domain(s) and use case, as described below.

Phases:

Onboard: the Technical Resource will host a Project Kickoff as described below to learn more about your technical landscape and any objectives your team may have, specific to your Algolia application(s), domain(s) and use case.

Ongoing: the Technical Resource, as guided by your team, will collaborate with you live via weekly / bi-weekly Check-Ins as described below and asynchronously via email to address any strategic or ad hoc technical questions you may have, specific to your Algolia application(s), domain(s) and use case.

Hand Off: the Technical Resource, will host a Project Closure call as described below to address any outstanding questions and next steps, specific to your Algolia application(s),domain(s) and use case.

Work Breakdown:

  • Project Kickoff (up to 1 hour recommended)
    • Engagement model overview
    • In depth look into Subscriber systems architecture to better understand current state data pipeline, model, ui/ux and relevancy
    • Subscriber to identify objectives and goals for service
  • Check-ins (up to 4 hours, flexible)
    • Subscriber to raise live via conference calls any strategic technical topics or questions, specific to Algolia application(s), domain(s) and use case
    • At Subscriber’s discretion, Subscriber may move frequency of Check-Ins to Bi-weekly allowing for re-allocation of hours to Ad Hoc Technical Consultancy
  • Ad Hoc Technical Consultancy (up to 4 hours, flexible)
    • Subscriber to share, via email, technical questions to be responded to asynchronously, specific to Algolia application(s), domain(s) and use case
    • Technical Resource time spent (investigating, solutioning and drafting response) responding to emails on technical questions submitted by Subscriber may vary depending on Subscriber’s request
  • Project Closure (up to 1 hour recommended)
    • Address next steps and outstanding questions specific to Subscriber’s Algolia application(s), domain(s) and use case

Expected Outcome:

  • Recording of live weekly / bi-Weekly Check-ins, as requested.

Algolia Advisory 10 Specific Terms:

  • Services Start Date - an Algolia Advisory 10 subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Advisory 10 must be used within 90 days after the Start Date of the applicable Service Order. Any Professional Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period.
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to the Project Kickoff, weekly / bi-Weekly Check-ins, Ad Hoc Technical Consultancy and Project Closure at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time.
  • Usage of Service Hours - Highlighted in the Work Breakdown above is the Professional Services recommended distribution of hours. Although these are Algolia’s recommendations, Subscriber shall determine how best to use the service hours. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific activity, as described above, that other activities may be impacted.

Algolia Advisory 25

Algolia Professional Services will provide a Technical Resource for a total of 25 hours to work with you live or asynchronously, to address any strategic or ad hoc technical questions specific to your Algolia application(s), domain(s) and use case, as described below.

Phases:

Onboard: the Technical Resource will host a Project Kickoff to learn more about your technical landscape and any objectives your team may have, specific to your Algolia application(s), domain(s) and use case.

Ongoing: the Technical Resource, as guided by your team, will collaborate with you live via Weekly / Bi-weekly Check-ins and asynchronously via email to address any strategic or ad hoc technical questions you may have, specific to your Algolia application(s), domain(s) and use case.

Hand Off: the Technical Resource, will host a Project Closure call to address any outstanding questions and next steps, specific to your Algolia application(s),domain(s) and use case.

Work Breakdown:

  • Project Kickoff (up to 1.5 hours recommended)
    • Engagement model overview
    • In depth look into Subscriber systems architecture to better understand current state data pipeline, model, ui/ux and relevancy
    • Subscriber to identify objectives and goals for service
  • Weekly / Bi-Weekly Check-ins (up to 13 hours, flexible)
    • Subscriber to raise live via conference calls any strategic technical topics or questions, specific to Algolia application(s), domain(s) and use case
    • At Subscriber discretion, Subscriber may move frequency of Check-Ins to Bi-weekly allowing for re-allocation of hours to Ad Hoc Technical Consultancy
  • Ad Hoc Technical Consultancy (up to 9.5 hours, flexible)
    • Subscriber to share, via email, technical questions to be responded to asynchronously, specific to Algolia application(s), domain(s) and use case
    • Technical Resource time spent (investigating, solutioning and drafting response) responding to emails on technical questions submitted by Subscriber may vary depending on Subscriber’s request
  • Project Closure (up to 1 hour recommended)
    • Address next steps and outstanding questions specific to Subscriber’s Algolia application(s), domain(s) and use case

Expected Outcome:

  • Recording of live Weekly / Bi-Weekly Check-ins, as requested.

Algolia Advisory 25 Specific Terms:

  • Services Start Date - an Algolia Advisory 25 subscription must start within 14 days after execution of the applicable Service Order, if subscribed without other professional services offerings focused on successful implementation and adoption such as Algolia Blueprint, Algolia Kickstart, Algolia Pulse, Algolia Quick Start for Sending Events and Algolia Quick Start for Crawler (“Implementation Success Services”). If Algolia Advisory 25 is subscribed at the same time as these Implementation Success Services, the Algolia Advisory 25 subscription must start within 104 days after the Start Date of the applicable Service Order.
  • Unused Services - Algolia Advisory 25 must be used within 90 days after the Start Date of the applicable Service Order, if purchased without Implementation Success Services at the same time. If Algolia Advisory 25 is subscribed with Implementation Success Services, the Algolia Advisory 25 subscription must be used within 180 days after the Start Date of the applicable Service Order. Any Professional Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period.
  • Multiple Services Purchased - If Subscriber purchases both Implementation Success Services and the Algolia Advisory 25 service in the same SO, the Implementation Success Services must be delivered first.
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to the Project Kickoff, Weekly / Bi-Weekly Check-ins, Ad Hoc Technical Consultancy and Project Closure at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time.
  • Usage of Service Hours - Highlighted in the Work Breakdown above is the Professional Services recommended distribution of hours. Although these are Algolia’s recommendations, Subscriber shall determine how best to use the service hours. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific activity, as described above, that other activities may be impacted. If Subscriber requires weekly collaboration with the Technical Resource exceeding 2 hours, Subscriber must reserve the Technical Resource in advance by giving at least 2 weeks notice.

Algolia Merchandising Accelerator (the “Accelerator”)

Algolia will make technical resource(s) available for a total of 160 hours to guide Subscriber through the following critical phases described below.

Guidance through Critical Phases:

Education & Planning: the technical resource(s) will walk through the Accelerator and work alongside a representative(s) of Subscriber to uncover project details and objectives.

Requirements Gathering: the technical resource(s) will review merchandising, branding, security, logging, external integration and infrastructure requirements to verify that it meets the technical requirements to run the merchandising application on Subscriber’s infrastructure.

Development: the technical resource(s) will work alongside Subscriber to produce, test, and document pre-production code for the Accelerator.

Deployment: the technical resource(s) will share Algolia coding assets and assist in pre-production pipeline configuration along with Subscriber to ensure the deployment of code to the pre-production environment has been tested with reasonable troubleshooting related to the performance, scalability, build and running of the application.

Go Live Assistance: the technical resource(s) will be available to consult with Subscriber as Subscriber deploys code to a production environment.

Hypercare: the technical resource(s) will be available to consult with Subscriber post Go Live to assist in resolving technical issues related to the Accelerator.

Sessions:

The technical resource(s) will also provide the following scheduled sessions to Subscriber:

  • Kickoff (up to 1 hour)
    • Overview of service
    • Define timeline, milestones, stakeholders and communication plan
    • Review merchandising objectives, business requirements and success criteria
  • Accelerator Overview (up to 2 hours)
    • Walkthrough of the Accelerator design, architecture, and Algolia code assets
    • Demonstrate the Accelerator and its capabilities
  • Discovery (up to 12 hours)
    • Conduct gap analysis on the Accelerator and Subscriber’s business requirements
    • Discuss pre-production environment set up
    • Identify resources for project planning, development, and testing
  • Infrastructure Requirements (up to 2 hours)
    • Determine requirements for servers (cloud or on premise), security, monitoring and storage
    • Align on continuous integration/deployment process
  • Application Requirements (up to 4 hours)
    • Determine requirements for security, permissioning, external integrations, data structure, and testing
    • Align on branding and style guidelines

Service Production & Expected Outcome:

  • Development (up to 80 hrs)
    • Configure continuous integration/deployment pipeline and pre-production environment
    • Update the Accelerator assets to meet Subscriber’s brand guidelines
    • Implement gap features, as applicable
    • Create documentation specific to Algolia code base
  • Testing (up to 24 hrs)
    • Provide unit testing, integration testing and end-to-end testing
  • Share Assets (up to 1 hr)
    • Transfer MIT licensed code assets repository to Subscriber and share all related documentation with Subscriber
  • Continuous Integration/Delivery Pipeline (up to 8 hrs)
    • Create continuous integration jobs for deployment on pre-production environment
      • Initiate deployment job on pre-production environment
    • Verify deployment and testing execution on pre-production environment
  • Pre-production Deployment (up to 8 hrs)
    • Verify deployment of application to each pre-production environment
    • Manually test critical components of application
    • Audit and review logs for issues
  • Production Deployment Support (up to 12 hrs)
    • Assist with troubleshooting issues related to the deployment of the Accelerator application performed by Subscriber resource(s)
  • Post-Production Deployment Support (up to 6 hrs)
    • Consult Subscriber resources with resolution of technical issues related to the Merchandising Accelerator Application
  • Recording of sessions, upon reasonable request.

Algolia Merchandising Accelerator Specific Terms:

  • Services Start Date - an Algolia Merchandising Accelerator subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Merchandising Accelerator must be used within 90 days after the Start Date of the applicable Service Order. Any Professional Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period.
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to the respective Sessions and the Expected Outcome at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time.
  • Usage of Service Hours - Highlighted in the Sessions section above is the Professional Services recommended distribution of session hours. Although these are Algolia’s recommendations, Subscriber may dictate the usage of hours for each Session. Subscriber acknowledges that if Subscriber chooses to allocate more or less time towards a specific session, that other Sessions or the Expected Outcome as described in the Service Production & Expected Outcome section above may be impacted.
  • License for Deliverable Assets - Algolia code assets for the Accelerator, including any adaptation of these assets to Subscriber specific requirements in the scope of the subscribed services, are to be provided to Subscriber pursuant to an MIT license.

Algolia Platform Accelerator (the “Platform Accelerator”) Service

Algolia will make Platform Accelerator, its set of code components that accelerate the integration of Algolia’s products into the selected platform, available to Subscriber on an MIT license basis. Algolia will make a technical resource(s) available for a total of 150 hours to guide Subscriber through the following critical phases, for a single search application on a single platform, as described below.

Guidance through Critical Phases:

Education & Planning: the technical resource(s) will align with Subscriber on available Platform Accelerators and walk through the accelerator assets for the selected platform and work alongside a representative(s) of Subscriber to uncover project details and objectives.

Platform Accelerator Requirements Gathering: the technical resource(s) will review Subscriber’s Platform configuration, record data models, front-end implementation, and any Platform Accelerator customizations in order to discover the Subscriber’s requirement needs for the Platform Accelerator. Informed by these learnings, the technical resource(s) will design and document the configuration of the Platform Accelerator.

Development: the technical resource(s) will work alongside Subscriber to adapt, test, and document pre-production code for the Platform Accelerator based on information collected in the Requirements Gathering Phase.

Deployment: the technical resource(s) will share Algolia Platform Accelerator coding assets and assist Subscriber to ensure deployment of code to the pre-production environment.

Go Live Assistance: the technical resource(s) will be available to consult with Subscriber as Subscriber deploys code to a production environment.

Hypercare: the technical resource(s) will be available to consult with Subscriber post Go Live to assist in resolving technical issues related to the Platform Accelerator.

Sessions:

The technical resource(s) will provide the following scheduled sessions to Subscriber:

  • Kickoff (up to 1 hour)
    • Overview of service and selected Platform Accelerator
    • Define timeline, milestones, stakeholders, and communication plan
    • Review Platform Accelerator project objectives and success criteria
  • Platform Accelerator Overview (up to 2 hours)
    • Walkthrough of the Platform Accelerator design, architecture, and Platform Accelerator code assets
    • Demonstrate the Platform Accelerator and its capabilities
    • Share Platform Accelerator packages, not including full code repo or any customizations, to assist with enablement, discovery, and planning
  • Platform Accelerator Requirements Gathering (up to 16 hours)
    • Conduct gap analysis and review customizations, as applicable
    • Assess data structure, data ingestion, and management of data flow, as applicable
    • Explore query strategy, as applicable
    • Ideate and align on proposed data schema and needed customizations to indexer, as applicable
    • Map Platform Accelerator UI components to Subscriber’s UI/UX design and identify interface customization needs, as applicable
    • Map out Algolia Events capture to enable Algolia AI feature, if applicable
    • Discuss pre-production environment set up

Service Production & Expected Outcome:

  • Platform Accelerator Solution Design Documentation (up to 9 hours)
    • Up to 9 hours that will be spent by the technical resource to prepare and deliver a document specific to Subscriber’s Platform Accelerator implementation which chronicles functional requirements for Subscriber’s Platform Accelerator future state data, events ingestion and UI/UX, as applicable.
  • Development (up to 80 hrs)
    • Implement Platform Accelerator gap features and customizations for indexing, events, and/or front-end component, as applicable
    • Create documentation specific to adaptation of Platform Accelerator code base into Subscriber environment
  • Testing (up to 12 hrs)
    • Conduct unit testing, integration testing, and/or end-to-end testing
  • Share Assets (up to 8 hrs)
    • Make available MIT licensed Platform Accelerator code assets repository to Subscriber and share related documentation with Subscriber
  • Deployment Support (up to 16 hrs)
    • Assist Subscriber with deployment of code up to the pre-production environment
    • Assist with troubleshooting issues related to the production deployment of the Platform Accelerator performed by Subscriber resource(s)
  • Post-Production Deployment Support (up to 6 hrs)
    • Consult Subscriber resources with resolution of technical issues related to the Platform Accelerator
  • Recording of sessions, upon reasonable and prior request.

Algolia Platform Accelerator Specific Terms:

  • Services Start Date - an Algolia Platform Accelerator Service subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Platform Accelerator Service must be used within 90 days after the Start Date of the applicable Service Order. Any Professional Services not used within the applicable services period will be automatically forfeited by Subscriber, with no further action required of either party. Subscriber will not be entitled to a refund of fees paid or any credit towards additional or other Services for any portion of the Professional Services not used within the applicable services period.
  • Utilization - Professional Services will share a Services utilization sheet, tracking the burndown of hours allocated to the respective Sessions, and the Expected Outcome at least monthly. This sheet will be updated regularly and will be shared with Subscriber as often as requested so Subscriber is able to assess how to best allocate the remaining time.
  • Usage of Service Hours - Highlighted in the Sessions section above is the Professional Services recommended distribution of session hours. Although these are Algolia’s recommendations, Subscriber may dictate the usage of hours for each Session. Subscriber acknowledges that if Subscriber chooses to allocate more or less time towards a specific session, that other Sessions or the Expected Outcome as described in the Service Production & Expected Outcome section above may be impacted.
  • License for Deliverable Assets - Algolia code assets for the Platform Accelerator, including any adaptation of these assets to Subscriber specific requirements in the scope of the subscribed services, are to be provided to Subscriber pursuant to an MIT license.

Professional Services Terms Applicable to All Professional Services Plans:

  • Professional Services Do Not Include:
    • Production code authoring, delivery, and maintenance except as expressly agreed by Algolia and Subscriber
    • Ongoing maintenance of code and configuration after select package expiry
    • Production design and implementation of User Interfaces
    • Production configuration of dashboard or any other Services
    • Staging and deployment to production
    • Providing systems, or performance testing, including test scripts and execution
    • Production data indexing activities and data transformation or synchronization scripts that may be required
    • On-call support during Subscriber Deployment
  • Algolia reserves the right to determine which of its Professional Services personnel shall be assigned to perform the Professional Services, and to replace or reassign such personnel during the term of the subscription.
  • Professional Services will provide all professional services at times mutually agreed by Subscriber and Professional Services.
  • In order to receive Professional Services, Subscriber shall, prior to project kickoff, grant the assigned Algolia personnel access to tools, wireframes, diagrams, designs, analytics, assets, systems, platforms or any other software necessary to deliver the Professional Services.
  • Subscriber will ensure a timely response to Algolia requests or messages. If a response to any such request or inquiry is not received within 48 hours, the issue may be escalated to Subscriber’s assigned project leader for prompt resolution.
  • Delivery of deliverables, if any, within the defined services period is contingent upon Algolia receiving time sensitive resources for the project from Subscriber, including the time of Subscriber’s designated project leader and other stakeholders (e.g., participation of the applicable stakeholders in working sessions).
  • Travel and Out of Pocket Expenses - If Subscriber requests Algolia personnel to travel to Subscriber’s offices or other sites outside of Subscriber’s offices to provide Professional Services, Algolia will separately invoice Subscriber, and Subscriber will pay, for all out-of-pocket travel related expenses which shall be paid within thirty (30) days of receipt of invoice. Travel expenses may include airfare, hotel, ground transportation and daily meal expenses not to exceed USD $75 or equivalent per day (consistent with Algolia’s internal Travel and Entertainment Expense Policy) per each Algolia team member.
  • Best Estimate - any estimates provided by Professional Services for labor to complete work on a specific project or deliverables as set forth in a statement of work (“SOW”) is a best estimate, based on experience with other similar implementation projects. Algolia Professional Services does not guarantee completion within the hours estimated. Professional Services shall provide timely written notice of any adjustment of the provided estimate for Services defined in the SOW.
  • Professional Services Warranty. The Professional Services specified in the applicable Service Order will be performed in a professional and workmanlike manner, in accordance with generally accepted industry standards. Subscriber’s exclusive remedies for breach of this warranty shall be either (a) re-performance of the Professional Services by Algolia; or (b) to exercise the express rights described in Sections 5.2 (Termination for Cause) and 7.5 (Refund or Payment upon Termination) of Algolia’s terms of service available at https://www.algolia.com/policies/terms/ (the “Terms”).
  • For the avoidance of doubt, to the extent this Professional Services schedule conflicts with the terms of the Service Order to which it is attached, or the Terms, the order of precedence shall be these Professional Services Specific Terms, the Service Order and the Terms.
  • All Professional Services will be provided Monday through Friday from 8:00 AM - 4:00 PM PT for North American subscribers and 8:00 AM - 4:00 PM GMT for European subscribers, except for publicly recognized banking holidays in each applicable region.

Customer Solutions Services

A member of the Customer Solutions Team will be made available to provide the services described below for the subscription term of the applicable services.

A team member will:

  • Serve as a primary technical point of contact (initial requests to be sent via email).
  • Consult on known issues and changes that may affect operation and availability of the services.
  • Provide technical consultancy in the form of:
    • Technical meetings every two weeks to discuss Subscriber’s implementation.
    • Be available to perform a review of Subscriber’s specific search implementation on a periodic basis and provide recommendations on implementation-health related to data, UI/UX, relevancy, people and processes, as applicable.

Availability:

  • The Customer Solutions Services Team is available Monday through Friday from 8:00 AM - 4:00 PM PT for North American Subscribers and 8:00 AM - 4:00 PM GMT for European Subscribers.

Customer Solutions Services Do Not Include services which are generally provided as Professional Services, including but not limited to, implementation, code development or configuration of Algolia services.

Algolia Success Plan

Each Subscriber that has an Algolia subscription plan will have access to an Algolia Success offerings as described below.

  • Algolia Academy: “Training Platform” granting Subscriber with a range of online fundamental training courses including an e-learning platform and sets of videos, to learn at Subscriber’s own pace
  • Best Practices Courses: Overview of concepts and recommended actions for a typical Algolia project
  • Live or On Demand Customer Success Webinars covering topics such as:
    • Business Feature Fundamentals
    • Best Practices Before Going Live
    • Dashboard & Relevance Essentials
    • Step-by-Step Guidance
  • Documentation: Access to Algolia’s Services Documentation available at https://www.algolia.com/doc/
  • Support: Access to Algolia Technical Support available at: https://www.algolia.com/support/
  • Assigned: Customer Success Representative for Subscribers that meet Algolia specified subscription deployment levels

The Algolia Success Plan does not include regularly scheduled or planned phone & Zoom calls with custom support, development of any code or design deliverables, or direct maintenance of any existing code.