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Amperity

Schedule of Ongoing Professional Services

Amperity’s ongoing professional services are provided as one of two service packages: “Core Services” or “Premium Services.” Core Services include a range of technical and strategic services aimed to support largely self-serve usage of the Amperity platform. Premium Services include a broader and deeper scope of services appropriate for a Customer seeking a deeper ongoing operational and strategic partnership with Amperity. Premium Services are incremental to (i.e., in addition to, or inclusive of) Core Services. The Order Form indicates whether Customer has opted to purchase Premium Services and the Fees associated therewith, and one service package or the other applies accordingly.

This document describes the scope of service provided by Amperity in each service package, divided into two categories:

  • Ongoing Platform Management and Support: this category captures the largely technical scope of work that ensures the ongoing health of Customer’s Amperity instance.

  • Strategic Services: this category captures consulting services in topics spanning customer data strategy, customer analytics, and marketing.

Core Services

Ongoing Platform Management & Support

Amperity provides responsive, high-quality technical assistance in response to customer inquiries and technical needs for ongoing (e.g. post-implementation) Amperity platform management, in accordance with the Service Level Agreement contained in the Order Form.

Amperity will provide:

  • 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 & “Toolkit:” Amperity will maintain up-to-date user-facing documentation to guide effective use of the platform at docs.amperity.com. Amperity “Toolkit” offers access to a sandbox environment where Customer’s technical team may test advanced configuration changes in a safe environment before deploying them to Customers production environment.

  • Technical support: Amperity’s Customer Support team is available to troubleshoot unexpected technical issues or questions per the Service Level Agreement in Customer’s Order Form.

  • Status monitoring of managed workflows: Amperity will monitor Customer’s automated / managed workflows, and notify Customer of any anomalies. Where possible, Amperity will resolve any unexpected workflow issues unilaterally (e.g. automatically retrying failed orchestrations or skipping missing files that have been marked as optional); if issues cannot be addressed without Customer intervention, Amperity will work with Customer to resolve them or to seek appropriate work-arounds to restart the workflow.

Customer is generally responsible for:

Platform Configuration:

  • 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 segments

  • 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

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

Customer Data Activation for Customer Analytics and Marketing Purposes:

  • 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, ect.)

  • Add / modify C360 attributes

  • Add / modify databases for analysis

  • Add a Lookup table

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

Strategic Services

Amperity will periodically provide consulting and advisory on business applications of the Amperity platform in the areas of customer analytics (key focus areas include customer KPIs, dashboard design, and segmentation strategy) and marketing activation of customer data (key focus areas include opportunity-sizing and prioritization, campaign recommendations, and results reporting).

Amperity Will Provide:

  • ID Resolution Impact Assessment: as part of Customer’s Pilot or Full License Launch, a business value-oriented summary of the impact of ID Resolution on key customer metrics, such as marketing cost savings from deduplication of all customer records, or annual revenue value of newly merged customers segments.

  • Annual “JumpStart” Plan: delivered first at the end of Customer’s implementation and then annually to align to Customer’s strategic planning process, this Planning exercise and deliverable includes an updated customer base snapshot including key Customer KPIs and an “opportunity map” of customer data-related initiatives and programs spanning IT and infrastructure, customer analytics and marketing.

  • Marketing Activation Consulting (IQ only): on up to a quarterly basis, our CRM Consulting team will conduct a consultation with Customer’s Marketing team focused on ensuring self-serve enablement and reviewing high-priority topics, such as use case ideation, integration of Amperity audiences into relevant Customer marketing calendar(s), initiative prioritization, and alignment with other partners such as Customer’s media agency or channel partners.

Premium Services

Ongoing Platform Management & Support

In addition to the scope of service included in Core Services, Amperity will provide named support (i.e. from one or more consistent individual Amperity employee(s), depending on the volume of work required) ongoing managed maintenance and configuration of Amperity platform on Customer’s behalf.

Amperity Will Provide:

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

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

Platform Configuration:

  • Ingest a reference table / adhoc upload

  • Configure a new data source end-to-end (ingest through egress), including sources containing PII

  • 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

Strategic Services

Amperity will provide regular and in-depth consulting and advisory on business applications of the Amperity platform in the areas of customer analytics (key focus areas include customer KPIs, dashboard design, and segmentation strategy) and marketing activation of customer data (key focus areas include opportunity-sizing and prioritization, campaign recommendations, execution and results reporting). 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 Will Provide:

Operational Integration & Planning (add-on to Annual “JumpStart”)

Amperity’s Applied Analytics and CRM Consulting teams will work with Customer’s parallel teams in their annual operational planning processes in order to identify and plan our team’s contributions for the year ahead.

In-Depth Customer Base Analysis (add-on to Annual “JumpStart”)

Amperity’s Applied Analytics team will deliver a deeper study of KPIs to be discussed and monitored throughout Customer’s subscription, including but not limited to:

  • Segment Trends in the VIP and near-VIP segments

  • Segment Trends in other customer personas or distinct behavioral segments (up to five)

  • “Revenue Tree” (customer segment-oriented causal analysis of trends driving revenue up and/or down)

Integrated Customer Analytics Support

An Amperity Customer Data Analyst will join MBRs /QBRs and host one additional quarterly co-working session with Customer’s parallel team

Marketing program design and execution support

For each initiative prioritized in the Launch Plan, Amperity’s CRM Consulting team will host up to five working sessions per year to provide:

  • Key segment insights to guide program design

  • Marketing program design best practices, including recommended messaging, creative, and execution channels, with the support of case studies and design examples

  • Recommended approaches to initial test design and program success measurement

  • Following launch, results reporting from AmpIQ’s Campaigns functionality, with a recap of insights and recommended optimization opportunities.

Ongoing collaboration and advisory

  • Up to bi-weekly calls with Customer’s Marketing team to support initiative design, launch and optimization, review omnichannel marketing calendar(s) and provide guidance on audience strategy for planned campaigns, plus recommendations for incremental, targeted messaging opportunities

  • As needed, Amperity’s CRM Consulting team will align with your media agency or other key channel partners to review paid channel results, recommend optimizations, and share best practices

Campaign execution within the AmpIQ platform

  • Building of up to a total of 40 segments per month

  • Building of up to a total of 100 campaigns per month

Customer Analytics Studies

Customer may choose an annual assortment of deliverables most pertinent to Customer’s business needs and strategy from the Amperity Applied Analytics team’s “menu,” which provides “mix and match” options based on deliverables’ relative level of effort required. Specifically, each Analytics Study is assigned a value in “points” to approximate the level of effort required by the Amperity team in order to complete it, and Customer may select Analytics Studies adding up to an annual allowance of ten points. Amperity employs this system only to place an extreme upper limit on what is expected to be a significant annual allocation of resources. Customer Journey Analysis, Loyalty Program Assessment, Retail Footprint Optimization and Custom Executive Dashboard creation are illustrative examples of Amperity’s Analytics Studies.

* "Segment Trends" include a variety of transactional and predictive metrics, ranging from product category preferences, to discount and price point sensitivity, to predicted lifetime spend - all with analysis, potential strategic implications, and recommendations for marketing programs and/or further analytics.

Excluded from Core and Premium Services

Core and Premium Services do not include implementation changes such as those listed below. Your Amperity team will always make reasonable attempts to complete tasks along these lines as part of routine service delivery; however, additional services in this category may require ad hoc implementation scope & hours:

  • 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 (note that Amperity aims to set the industry standard for out-of-the-box connectors and while it’s not guaranteed by way of a service package, we are happy to consider requests for new ones)

  • Advanced configurations: SSO, GDPR/CCPA configuration, advanced connectors requiring configuration by Amperity, major stitch and/or DB updates

These service packages also exclude marketing activity on third party / other platforms for marketing execution (such as Facebook), as well as the aspects of orchestration and connector configuration requiring access to customer infrastructure or third-party services not shared with Amperity. Like additional implementation work, this service is available from Amperity’s Client Services team and can be scoped separately.

In providing the Ongoing Professional Services, Amperity's team may utilize certain third party tools to facilitate the Amperity platform, including Databricks, Tableau Online and Tableau Desktop.