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 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, paired programming and technical support; providing subscribers help to create something they did not know was possible.

Service Description Hours
Algolia Blueprint Algolia Blueprint is a collaborative and consultative analysis and design based service focused on getting your Algolia solution started by discovering and chronicling your data pipelines, data model, ui/ux and relevance requirements, with a desired outcome of guiding you toward a prototyped solution prior to your team initiating the build of your application. See the Algolia Blueprint Service, Algolia Blueprint Specific Terms and Professional Service Specific Terms. 40
Algolia Kickstart The Algolia Kickstart is a collaborative and consultative service in which your Algolia Solutions Architect will work alongside your team and provide you the support to get up and running successfully with Algolia products via 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. See Algolia Kickstart Service, Algolia Kickstart Specific Terms and Professional Service Specific Terms. Fixed-cost
Algolia 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. See Algolia Quick Start for Sending Events Service, Algolia Quick Start for Sending Events Specific Terms and Professional Service Specific Terms 12
Algolia Pulse The Algolia Pulse is a single domain review and benchmarking of your application in which the Algolia Solutions Architect documents their findings within the Algolia Healthcheck, allowing the Algolia Solutions Architect to discover and identify opportunities for improvement in data, ui/ux, relevance, people and process to then solution for and encapsulate within a Solution Design. See Algolia Pulse Service, Algolia Pulse Specific Terms and Professional Service Specific Terms. 20
Algolia Quick Start for Crawler The Algolia Quick Start for Crawler is a service focused on onboarding, training and educating your team on how to index, schedule and aggregate data from your domain(s), via crawler rest api or admin console, with a desired output of an Algolia Solution Architect built MVP crawler configuration. See Algolia Quick Start for Crawler Service, Algolia Quick Start for Crawler Specific Terms and Professional Service Specific Terms. 24
Algolia Advisory 25 The Algolia Advisory 25 is dedicated technical resource time for live and asynchronous ad hoc technical consultancy specific to your domain(s) leveraging / to be leveraging Algolia. See Algolia Advisory 25 Service, Algolia Advisory 25 Specific Terms and Professional Service Specific Terms. 25

Algolia Blueprint

Algolia Professional Services will provide a Solution Architect for a total of 40 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:

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.

Discovery: 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 discover the requirements for the state of your future search experience.

Design: the Solution Architect, informed by the learning in the discovery based Sessions, will design, coach, provide best practices, and assist your team in documenting your configuration of Algolia related services.

Handoff: 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.

Sessions:

  • Kickoff and Baseline Education Session (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 Discovery: Data Discovery Session (up to 2 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 Discovery: User Journey and UI/UX Discovery Session (up to 2 hours recommended)
    • Guided by search, browse and conversion best practices; reveal and document front-end opportunities
    • Benchmark intended UI/UX
  • Algolia Discovery: Relevancy Discovery Session (up to 2 hours recommended)
    • Discuss analytics, top problematic queries, themes and target personas
    • Uncover base ranking strategy that meets query click position needs
  • Algolia Design: Prototype UI/UX Design Working Session (up to 1.5 hours recommended)
    • Collaborate in team building session to design a high level single viewport paper prototype
    • Evaluate, test, iterate and optimize the prototype towards the desired user interface experience
  • Algolia Design: Data and Pipeline Design Working Session (up to 1.5 hours recommended)
    • Index sample set of records w/ defined schema to Algolia
    • Troubleshoot and iterate towards optimal record-type
  • Algolia Design: Building UI Working Session (up to 1.5 hours recommended)
    • Build a non-production search experience that renders hits and facets leveraging your Algolia indexed data set
  • Algolia Design: Relevancy Design Working Session (up to 1.5 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

Service Production:

  • Workshop Preparation & Review (12.5 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 (11.5 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 Blueprint Specific Terms:

  • Services Start Date - an Algolia Blueprint subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Blueprint 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.
  • 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 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 Workshop Preparation & Review or the Solution Design Documentation may be impacted.

Algolia Kickstart

Algolia Professional Services will provide you access to a Solutions Architect to consult and advise on search and discovery, platform configuration, and provide training delivered via 6 remote workshops, for a single search application on a single platform.

During the Kickstart Services Period, the Solutions Architect will be available for:

  • Up to 3 hours per week, within Services Period, for Technical Advisory
    • Workshops, to not exceed 1 hour each in duration
    • Kickoff
      • Introduce teams and validate scope
      • Review Algolia key concepts and technology landscape
    • Search and Discovery Patterns
      • Advise on defining end-user personas, industry search and discovery patterns as related to Subscriber’s Algolia implementation
    • Data Model and Synchronization
      • Advise on outcome-oriented data modeling and indexing strategies
      • Advise on data schemas and strategies for managing data flows
    • Building the User Interface
      • Provide an InstantSearch overview, walk through coding examples, and analytics opportunities for Subscriber’s Algolia implementation
    • Relevance
      • Provide an overview of Algolia’s relevance algorithm and features, advising on developing a ranking strategy
    • Project Release Readiness
      • Response to technical questions related to application release and readiness
  • Technical Advisory
    • Response to technical questions
    • Initial requests to be submitted via email
    • Unused weekly hours do not roll over to the following week during Services Period

Algolia Kickstart Specific Terms:

  • Services Start Date - an Algolia Kickstart subscription must start within 14 days after execution of the applicable Service Order.
  • Unused Services - Algolia Kickstart 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.

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.
  • 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.

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
  • 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 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 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 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.
  • 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 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 execution of the applicable Service Order.
  • Unused Services - Algolia Advisory 25 must be used within 90 days after execution 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 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.
  • 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.

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, 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 $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., Blueprint) and Kickstart which is not time and material based.
    • 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.