Amperity Schedule of Non-Implementation Professional Services

Revised April 21, 2022 Confidential information of Amperity. All rights reserved. Amperity is a registered trademark of Amperity, Inc.

Amperity provides non-implementation, annually recurring professional services and support in the form of “Core Services” and “Premium Services” ordered by Customer through an Order Form.  These Professional Services may not be used for Customer’s implementation of its Subscription Services. 

Core Services are included as part of Customer’s order of Subscription Services, and include technical and business-related training, documentation and support designed to enable Customer’s self-serve usage of the Amperity Subscription Services. 

Premium Services are add-on services that can be ordered under an Order Form at an additional fee, and include operational and strategic design of the Subscription Services based upon Amperity’s subject matter expertise.

Core Services

Ongoing Platform Management & Support

Amperity provides technical assistance in support of Customer’s inquiries and technical needs applicable to the Subscription Services.

Core Services includes:

  • Training & Enablement for Customer’s relevant operational teams: Customer will have access to Amperity’s standardized training for end users in IT / Marketing / Data Science / Analytics (or similar) functions.

  • Product Documentation: up-to-date user-facing documentation to guide effective use of the Subscription Services at docs.amperity.com.

  • Customer Support: Amperity’s Customer Support available to respond to technical issues or questions related to the Service Level Agreement in Customer’s Order Form.

  • Monitoring of managed workflows: monitor Customer’s automated / managed workflows, and notify Customer of any anomalies. Where possible, Amperity will resolve workflow issues without Customer input (e.g. automatically retrying failed orchestrations or skipping missing files that have been marked as optional); if issues cannot be resolved without Customer input, Amperity will work with Customer to resolve any outstanding anomalies.

Customer Responsibilities:

Platform Configurations not included in Core Services (i.e., must be performed by Customer):

  • User administration (addition, subtraction and permissioning of platform users, either directly or via configured SS)

  • Ingest a reference table / adhoc upload

  • Configure a new, automated non-PII data source end-to-end (ingest through egress); only sources that are not stitched can be self-serve

  • Add or change source or destination credentials (plus any analysis of how that changes the shape of Customer's data)

  • Adjust semantic tags on data sources (note: this action may require Stitch QA to be redone; please engage with the Amperity team first to determine the potential impacts of adding or modifying semantic tagging)

  • Add, change, or remove a custom domain table / domain transform

  • Add, change, or remove any custom attributes

  • Add, change, or remove custom database tables or databases

  • Configure database exports

  • Adjust merge rules in the C360

  • Add, change, or remove managed workflow queries 

  • Add, change, or remove destinations and templates from existing connector library

  • Adjust automation timing on ingest or egress within the limits of existing schedule of managed workflows

  • Add, change, or remove managed workflows

  • Own the resolution of failures within the workflow and response to such failures

  • Own and update technical documentation specific to the customer implementation and Amperity instance

Customer Analytics and Marketing Configurations not included in Core Services (i.e. must be performed by Customer):

  • Build and view segments in “segments” tab

  • Build and view segments in “queries” tab

  • Send / orchestrate segments to downstream destinations

  • Orchestrate data from Amperity into BI tool

  • Egress data from Amperity

  • Manually pull custom KPIs and reporting 

  • Re-ingest predictions to supplement the data in Amperity

  • Manually opportunity size programs based on segments

  • Design campaign strategy and plan (e.g. segment, channel, testing plan)

  • Analyze campaign results

  • Additional manual analysis of data assets from Amperity (in R, python, etc.) 

  • Add / modify C360 attributes

  • Add / modify databases for analysis

  • Add a Lookup table

  • Build analytic asset that integrates data from Amperity with other tools

Premium Services

Platform Management & Support

In addition to the scope of service included in the Core Services above, Amperity will  provide:

  • Support of technical issues related to data flows or front-end functionality

  • Up to weekly partnership check-in to oversee ongoing initiatives, platform work and technical solutioning, and Premium Services initiatives

  • Front-end management and use of Amperity platform (create/change/remove segments and orchestrations) on Customer’s behalf, limited to the platform tasks listed below:

Platform Configuration:

  • Ingest a reference table / adhoc upload

  • Configure a new data source end-to-end (noting exclusions at bottom)

  • Add or change source or destination credentials (plus any analysis of how that changes the shape of Customer's data)

  • Adjust semantic tags on data sources

  • Add, change, or remove a custom domain table / domain transform

  • Add, change, or remove any custom attributes

  • Add, change, or remove custom database tables or databases

  • Configure database exports

  • Adjust merge rules in the C360

  • Add, change, or remove SLA segments 

  • Add, change, or remove destinations and templates from existing connector library

  • Adjust automation timing on ingest or egress

Customer Data Activation for Customer Analytics and Marketing:

  • Build and view segments in visual segment editor (Amp360 or AmpIQ)

  • Build and view segments in SQL segment editor (Amp360)

  • Send / orchestrate segments to downstream destinations

  • Orchestrate data from Amperity into BI tool

  • Egress data from Amperity

  • Manually pull custom KPIs and reporting 

  • Manually calculate the impact of better data and/or AmpID

  • Add / modify C360 attributes

  • Add / modify databases for analysis

  • Build orchestrations of data (e.g. outbound feeds)

  • Add a Lookup table

Amperity will make attempts to provide Customer with named support (i.e. from one or more consistent individual Amperity employee(s), depending on the volume of work required) and post-implementation managed maintenance and configuration of Amperity platform on Customer’s behalf, as permitted by resource availability determined by Amperity.

Strategic Services

Amperity will provide Customer with ongoing consulting and advisory on business applications of the Amperity platform in the areas of customer analytics and marketing activation of customer data. As with Ongoing Platform Management & Support, all services included in this category of Premium Services are incremental and additional to those included in Core Services.

Amperity Strategic Services include the following:

Marketing Program Design and Advisory Support

Amperity will support Customer with up to four working sessions per year (each working session limited to 8 hours) which includes:

  • Customer segment insights to guide marketing program design

  • Marketing program design best practices, with the support of case studies and design examples

  • Recommended approaches to initial test design and program success measurement

  • Post-campaign results analysis and interpretation from AmpIQ’s Campaigns feature, including additional optimization recommendations

Ongoing Marketing Advisory and Collaboration

  • Up to one scheduled session per week between a member of Amperity's CRM Consulting team and Customer to support Customer’s initiative design, launch and optimization, review omnichannel marketing calendar(s) and provide guidance on audience strategy for Customer’s planned marketing campaigns

  • Upon request, a member of Amperity’s CRM Consulting team will make themselves available to Customer’s media agency or other marketing partners to review best practices

Campaign Execution within the AmpIQ Platform

Execution of up to a combination of 50 segments or campaigns per month, where execution includes all or a part of the components of a single campaign workflow. 

Customer Analytics Support

An Amperity Customer Data Analyst will host up to one working session per month with Customer’s parallel team as scheduled between Amperity and Customer. 

Customer Analytics Consulting

A member of Amperity’s Customer Analytics team will be available to provide consultation and work products, above and beyond other services described above, for up to 150 hours per year (unless otherwise noted in an Order Form). Customer Analytics Consulting hours do not accumulate or roll over to the next year if not used. Customer Analytics Consulting may be used on projects including but not limited to the following:

  • Projects pertinent to Customer’s business needs and strategy

  • Working sessions as mutually agreed between the parties (e.g. additional workshop(s))

  • Supporting Customer’s analytics questions as they arise in the normal course of business

Amperity does not provide specific SLAs per task within Premium Services. Amperity will, in good faith, make reasonable efforts to respond to a Customer request or inquiry related to Premium Services within one business day of receipt. Amperity reserves the right to limit the number of hours of Premium Services provided to Customer in its sole discretion to 40 hours during any given month.

Excluded from Core and Premium Services 

For the avoidance of doubt, Core and Premium Services do not include implementation changes such as those listed below. These additional services may require additional subscription and related fees under a mutually agreeable Order Form:

  • Changes or new data source(s) that require the building of a new machine learning model (i.e. adding a new source that requires Stitch configuration and QA)

  • Building a new connector 

  • Advanced configurations: SSO, GDPR/CCPA-related configurations, Householding configurations, advanced connectors requiring configuration by Amperity, AmpID/Stitch and/or Amp360/Database updates

These service packages also exclude marketing activity on third party / other platforms for marketing execution (such as social media platforms), as well as the aspects of orchestration and connector configuration requiring access to customer infrastructure or third-party services not shared with Amperity (e.g. additional implementation work). These services may require additional subscription and related fees under a mutually agreeable Order Form.

In providing the Professional Services, Amperity may require access and use of Customer’s third party service(s)/tools (e.g. Tableau) (a “Provider”) as applicable, and Customer hereby consents and authorizes Amperity access and use of such Provider to perform Professional Services on Customer’s behalf upon granting of such access.  In addition, Customer acknowledges that where delivery of Professional Services depends upon Amperity’s use of Amperity-managed Providers to analyze Customer’s non-PII Customer Data, Customer hereby consents and authorizes Amperity to use such Provider(s) to perform Professional Services on Customer’s behalf. Amperity shall not be liable to deliver such Professional Services for Customer’s failure to provide such consent to a Provider.