Algolia Support, Professional 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. Technical Account Manager Services
  3. Algolia Success Plan Offering

Professional Service Offerings

Through collaboration, subject matter expertise, detailed scoping, best practices and prescriptive activities, your Algolia Professional Services team aims to accelerate your time to go live and optimize your search areas of focus. We enable and support this through a combination of consultation, design, configuration and paired programming support; providing our subscribers help to create something they did not know was possible.

Service Description Hours
Jumpstart Algolia Jumpstart is a collaborative and consultative service focused on getting each subscriber's Algolia implementation started by chronicling the subscriber data pipelines, data model, UI/UX and relevance requirements, guiding the subscriber towards a prototyped solution prior to implementation or phase kickoff. See the Algolia Jumpstart Service, Algolia Jumpstart Specific Terms and Professional Service Specific Terms. 24
Pulse Algolia Pulse is a configuration service for existing subscribers focused on implementing data, UI/UX and relevance enhancements discovered in subscriber's Algolia Healthcheck review. See Algolia Pulse Service, Algolia Pulse Specific Terms and Professional Service Specific Terms. 16
Quick Start for Crawler Algolia Quick Start for Crawler is a service focused on onboarding and training a subscriber's team on how to index, schedule and aggregate data from subscriber's domain(s), via crawler rest API or admin console, with an Algolia Solution Architect built crawler configuration. See Algolia Quick Start for Crawler Service, Algolia Quick Start for Crawler Specific Terms and Professional Service Specific Terms. 24
Quick Start for Sending Events The Algolia Quick Start for Sending Events is a collaborative and consultative service, guided by your customer's journey, aiming to define and chronicle your Algolia click, view and conversion Event-sending strategy. See Algolia Quick Start for Sending Events Service, Algolia Quick Start for Sending Events Specific Terms and Professional Service Specific Terms 12

Algolia Jumpstart

Algolia Professional Services will provide a Solution Architect for a total of 24 hours to personally guide you through the following critical phases via targeted Working Sessions as described below.

Guidance through Critical Phases:

Education: The Solution Architect will educate your team on the key concepts required to implement Algolia, introducing you to the Algolia product suite, onboarding your team to search concepts, how to best structure your data, how to leverage our APIs while diving deeper into our dashboard and algorithm.

Design: The Solution Architect, alongside your team, will review your business objectives/kpi’s, if any, systems, search/browse experience and ranking strategy in order to benchmark, define, document and assist in the design and requirement gathering of the future state of your search experience.

Jumpstart: The Solution Architect, informed by the learning in the Design based Working Sessions, will coach, provide best practices, and collaborate with your team in the configuration of Algolia related services.

Hand Off: The Solution Architect, will walk you through the Solution Design Document, discussing and detailing the information chronicled for your Algolia future state; as related to data, UI/UX and relevancy.

Working Sessions:

  • Baseline Education (up to 3 hours recommended)
    • Engagement model overview
    • Introduction to the Algolia product suite and ranking algorithm
    • Onboard Subscriber team to search concepts, how to best structure data, leverage Algolia API’s and dashboard
  • Algolia Design: Data (up to 1.5 hours recommended)
    • In depth look into Subscriber systems, architecture, query strategy and data pipeline
    • Uncover candidate schema; detailing how to map, transform and schedule content to your Algolia app and indice(s)
  • Algolia Design: UI/UX (up to 1.5 hours recommended)
    • Guided by search, browse and conversion best practices; reveal and document front-end opportunities
    • Benchmark intended UI/UX
  • Algolia Design: Relevancy (up to 1.5 hours recommended)
    • Discuss analytics, top problematic queries, themes and target personas
    • Uncover base ranking strategy that meets query click position needs
  • Algolia Jumpstart: Prototyping UI/UX (up to 3 hours recommended)
    • Collaborate in team building session to build a high level single viewport paper prototype
    • Evaluate, test, iterate and optimize the prototype towards the desired user interface experience
  • Algolia Jumpstart: Data (up to 2 hours recommended)
    • Index sample set of records w/ defined schema to Algolia
    • Troubleshoot and iterate towards optimal record-type
  • Algolia Jumpstart: Building UI/UX (up to 2 hours recommended)
    • Build a non-production search experience that renders hits and facets leveraging your Algolia indexed data set
  • Algolia Jumpstart: Relevancy (up to 2 hours recommended)
    • Configure searchable attributes and base ranking
    • Test top queries to ensure they surface in the result set
    • Tweaking and debugging configuration if needed with help of rules or synonyms
  • Solution Design Handoff (up to 1 hour recommended)
    • Presentation and walkthrough of Solution Design Documentation as described below with your applicable project stakeholders

Expected Outcome:

  • Solution Design Documentation (6.5 hours (non-negotiable))
    • The Solution Architect will prepare and deliver a document specific to your implementation which chronicles functional requirements for your Algolia future state data, UI/UX and relevance.
  • Recording of workshops, as requested.
  • Additional Professional Services: Subscriber may request for additional professional services, including help with custom code development, at Professional Services hourly rate set forth below. Such services and any resulting deliverables will be provided based on availability of Professional Services personnel and will be as mutually agreed by Algolia and Subscriber in a statement of work for the specific project.

Algolia Jumpstart Specific Terms:

  • Services Start Date - An Algolia Jumpstart subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Jumpstart must be used within 90 days after execution 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 Working 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.
  • Usage of Service Hours - Highlighted in the Working Sessions section above is the Professional Services recommended distribution of session hours. Although these are Algolia’s recommendations, Subscriber shall dictate the usage of hours for each Working Session. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific session, that other sessions or the Solution Design Documentation may be impacted.

Algolia Pulse

Algolia Professional Services will provide a Solution Architect for a total of 16 hours to personally guide you through the following critical phases via targeted Working Sessions and assistance with configuration of the Services as described below.

Guidance through Critical Phases:

Healthcheck: The Solution Architect will review any Algolia health check conducted on Subscriber’s services and address feedback highlighted within the Algolia Healthcheck.

Solutioning: The Solution Architect will collaborate with Subscriber’s team to focus on identified areas of improvement and co-design solutions.

Configuration and Testing of Recommended Solutions: To the extent Subscriber needs assistance with configuration of the Services to address specific focus areas, the Solution Architect will assist with configuring the specific areas of improvement as mutually agreed and documented by the Solution Architect and Subscriber’s applicable team.

Hand Off: The Solution Architect will pilot for Subscriber’s team the assigned solutions configured; documenting and capturing next steps as applicable.

Working Sessions:

  • Healthcheck Overview (up to 1.5 hours recommended)
    • Review business objectives, KPI’s and short/medium/long term goals
    • Deep dive into Subscriber’s healthcheck to catalogue quick wins, and assist Subscriber with identifying appropriate Subscriber internal or partner resources that can address Subscriber’s specific needs, if required
  • Solution Design Working Session (up to 3 hours recommended)
    • Co-design solutions, including specific configurations, as mutually agreed; prioritizing data, UI/UX and any relevance related items, if any, identified in Healthcheck Overview discussed above
  • Demo Session (up to 1.5 hours recommended)
    • Review applicable configured solutions
    • Document and capture next steps for configuration and build as applicable

Expected Outcome:

  • Configuration and Testing of Recommended Solutions (up to 10 hours as scoped by Algolia). To the extent Algolia does not require the entire 10 hours for Configuration and Testing of Recommended Solutions, Algolia will inform Subscriber of the number of hours remaining for Subscriber to repurpose for additional working sessions to address anything else identified in the Healthcheck Overview. Configuration of mutually agreed upon assigned solutions addressed in the Solution Design Working Session
    • Additional working sessions as required, within time constraint
  • Recording of workshops, as requested
  • Additional Professional Services: Subscriber may request for additional professional services, including help with custom code development, at Professional Services hourly rate set forth below. Such services and any resulting deliverables will be provided based on availability of Professional Services personnel and will be as mutually agreed by Algolia and Subscriber in a statement of work for the specific project.

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 execution 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 Working Sessions and Configuration and Testing of Recommended Solutions 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 Working Sessions section above is the Professional Services recommended distribution of session hours. Although these are Algolia’s recommendations, Subscriber shall dictate the usage of hours for each Working Session. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific session, that other sessions or Configuration and Testing of Recommended Solutions may be impacted.

Algolia Quick Start for Crawler

Algolia Professional Services will provide a Solution Architect for a total of 24 hours to personally guide you through the following critical phases via targeted Working Sessions and configuration of the services as described below.

Guidance through Critical Phases:

Onboarding: The Solution Architect will deep-dive into your business and technical objectives in order to better understand the requirements for your crawler subscription configuration.

Education: The Solution Architect will guide your team on how to extract, aggregate and format content from various lawful sites in order to upload and periodically update the data to Algolia as needed.

Configuration: The Solution Architect will build a specific crawler configuration enabling the search and discovery of crawled content on your Algolia indices, as mutually agreed based on your requirements identified during Onboarding.

Hand Off: The Solution Architect will walk you through your crawler configuration and will be available to consult with you on UI integration specific to your Algolia crawler configuration.

Working Sessions:

  • Project Kickoff (up to 2 hours recommended)
    • Discovery workshop focused on learning more about your business requirements and objectives, sources of data and the attributes you would like to crawl lawfully
  • Crawler Education (up to 2 hours recommended)
    • The Solutions Architect will advise on how to use the Algolia Crawler Admin Console or API to extract and enrich data
    • Educate your team on how to best utilize insights tools data analysis and path explorer to expand on how to debug and troubleshoot domains as well as their paths
  • Configuration Handoff (up to 1 hour recommended)
    • Walkthrough crawler configuration
    • Document and capture next steps for crawler configuration, as needed

Expected Outcome:

  • Crawler Configuration (up to 15 hours as scoped by Algolia). To the extent Algolia does not require the entire 15 hours for crawler configuration, Algolia will inform Subscriber of the number of hours remaining for Subscriber to repurpose for additional working sessions to address anything else identified in the Project Kickoff. Algolia will configure Subscriber crawler based upon the mutually agreed requirements identified in the Project Kickoff
    • Crawler Configuration is limited to 3 Algolia indices where each index can contain up to 10 attributes. If requested, the crawler configuration may include record splitting logic and 3rd party analytics
  • Integration Consultation (up to 4 hours as scoped by Algolia). Algolia will make a Solutions Architect available to consult with you on UI integration specific to your Algolia crawler configuration. To the extent Algolia does not require the entire 4 hours for Integration Consultation, Algolia will inform Subscriber of the number of hours remaining for Subscriber to repurpose for additional working sessions to address anything else identified in the Project Kickoff.
  • Recording of workshops, as requested
  • Additional Professional Services: Subscriber may request for additional professional services, including help with custom code development, at Professional Services hourly rate set forth below. Such services and any resulting deliverables will be provided based on availability of Professional Services personnel and will be as mutually agreed by Algolia and Subscriber in a statement of work for the specific project.

Algolia Quick Start for Crawler Specific Terms:

  • Services Start Date - An Algolia Quick Start for Crawler subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Quick Start for Crawler must be used within 90 days after execution 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 Working Sessions, Crawler Configuration and Integration Consultation 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 Working Sessions section above is the Professional Services recommended distribution of session hours. Although these are Algolia’s recommendations, Subscriber shall dictate the usage of hours for each Working Session. Subscriber understands that if Subscriber chooses to allocate more or less time towards a specific session, that other sessions, the Crawler Configuration or Integration Consultation may be impacted.

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 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.
  • Additional Professional Services: Subscriber may request for additional professional services, including help with custom code development, at Professional Services hourly rate set forth below. Such services and any resulting deliverables will be provided based on availability of Professional Services personnel and will be as mutually agreed by Algolia and Subscriber in a statement of work for the specific project.

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 execution 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.

Professional Services Terms Applicable to All Professional Services Plans:

  • Professional Services Do Not Include:
    • Production code authoring, delivery, and maintenance
    • Ongoing maintenance of 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, functional 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 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 $60 or equivalent per day (consistent with Algolia’s internal Travel and Entertainment Expense Policy) per each Algolia team member.
  • Time and Materials:
    • Professional Services are provided on a times and materials basis at an hourly rate of USD $250 per Professional Services personnel except for packages provided by Professional Services that may include discounts for subscribing to a specified package (e.g., Jumpstart).
    • Professional Services for code development are provided at an hourly rate of USD $250 per Professional Services personnel.
  • Best Effort - 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 this schedule, the Service Order and the Terms.

Technical Account Manager Services

The services of a Technical Account Manager (“TAM”) will be made available to provide the services described below for the term of a subscription plan that includes a TAM.

TAM will:

  • Serve as subscriber’s primary Technical Support lead, with access to Algolia technical experts, and will facilitate collaboration on broader technical matters
  • Proactively manage escalation and resolution of support tickets
  • Provide monthly Technical Support ticket reviews
  • Consult on known issues and changes that may affect operation and availability of the product
  • Technical consultancy, Initial requests to be sent via email

Availability:

  • TAM is available Monday through Friday from 4:00 PM - 12:00 AM UTC for North America subscribers and 8:00 AM - 4:00 PM UTC for European subscribers.

TAM 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 Customer Success Webinars covering topics such as:
    • Business Feature Fundamentals
    • Best Practices Before Going Live
    • Dashboard & Relevance Essentials
  • Advanced On-Demand Webinars: Explore step-by-step guidance & specific how-tos
  • 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 Subscriber's 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 the direct maintenance of any existing code.