Medallia Experience Cloud

CORE PRODUCT DESCRIPTION

OVERVIEW

Medallia offers an Operational Customer Experience Management (“OCEM”) platform, delivered under a Software-as-a-Service (“SaaS”) model, known as the Medallia Experience Cloud Core Platform. The Core Platform captures customer feedback at different touch points where a customer interacts with your organization (e.g., a call center, website, or property) and provides real-time reporting and analysis of responses.

You can purchase the Core Platform in one of four distinct packages, known as Enterprise Tiers, described below.  In addition to the standard Enterprise Tiers, you can expand the functionality of the Core Platform by purchasing any of the available Add-on Modules discussed below.

Once implemented, the Core Platform will be provided with at least 99.9% availability per month.  Should Medallia fail to meet this threshold, you will receive Service Credits based on your Monthly Uptime Percentage.  The formula for calculating Service Credits can be found in the Service Level Agreements section below.

The Core Platform is also accompanied by a Technical Support Plan for detecting and troubleshooting technical issues, escalating product defects, and answering Medallia product-related questions. The Standard Technical Support Plan, which is described in below, is provided free of charge.  Pricing and documentation for Medallia’s enhanced Technical Support Plans are available upon request.   

The Core Platform is evaluated and certified by an independent and well-respected security audit firm; in particular, Medallia is ISO 27001 certified and meets SSAE16 (SOC2 Type II), ISAE 3000 and HIPAA compliance standards.  You can learn more about our certifications and the legal protections we offer in our Privacy and Security Exhibit, which we will provide to you during the contracting process.

ENTERPRISE TIERS

The four Enterprise Tiers of the Core Platform are distinguished by the scope of feedback capture mechanisms and reporting elements.  Every Enterprise Tier offers an unlimited number of surveys, questions, and survey records to collect customer feedback, as well as an unlimited number of users and alerts for reporting feedback.

The differences between the Enterprise Tiers are illustrated by the following table:

CAPTURING CUSTOMER FEEDBACK

One of the primary ways that the Core Platform collects customer feedback is through surveys.  The software offers built-in web survey functionality, in which surveys are either directed to specific customers through an invitation file (a feeded survey) or open to all customers through a web address (a feedless survey).  Surveys can be displayed in one or more languages, depending on your Enterprise Tier, and recorded in survey records.

Types of Surveys

• Feeded Survey To create a feeded survey, we will first ask that you provide files to Medallia that list customers who are eligible to receive a survey and the contact information necessary to send a survey invitation to those individuals. Customers are then invited to a feeded survey through the Core Platform’s built-in email invitation functionality.  A single Medallia email survey can be used to solicit a wide range of feedback across variable question sets through the use of branching, skipping, piping of values from sample files, and configurable survey logic.
• Feedless Survey
  A feedless survey is not associated with a Medallia-generated invitation.  Rather than clicking on a link in an invitation, your customer either manually enters the survey URL in a web browser, clicks on a link, or responds to a prompt on a web page.

Survey Capabilities

• Survey Language Displays
  Surveys can be displayed in multiple languages.  Human translation is available through a Medallia-managed translations vendor, or you can provide your own translations on Medallia’s Survey Translation Template.  
• Survey Records are your complete record of survey data, including survey data that predates your relationship with Medallia.  These records comprise the sum total of feeded survey invitations, responses to feedless surveys, and all other survey records imported to Medallia’s system.  Records form functionality allows members of your organization to manually append data to an existing feedback record.  For example, record forms’ functionality allows a call center agent to add manual notes to a case that has been previously created through a survey response.

REPORTING CUSTOMER FEEDBACK

Overview

The Core Platform provides an online reporting tool that allows for the display and analysis of feedback in a web browser, and a mobile app for iPhone and Android that allows users in your organization to read customer feedback in real time, receive push notification of low scores, respond to feedback, and view important trends and performance indicators. The Core Platform supports the most recent stable releases of Firefox, Chrome, Safari, and Internet Explorer and supports single sign-on (SSO) integration using SAML 2.0.  Standard web-based reporting module data can be exported as a PDF, XLS, SPSS or CSV files.

Reporting Elements

Units are the basis of feedback collection and reporting.  A Unit Type is the most granular point of interaction that your customers have with your organization and the most granular component that a survey would be attached to. For example, you can designate a customer service agent to be a Unit Type for a call center  or a retail storefront to be a Unit Type for a brick and mortar location touch point. A single unit will be included in the count of total units if, at any time during the billing period, the Core Platform received feedback on the unit or the unit was included in the data set accessed by the Medallia customer.

As shown in the diagram below, units sit at the base of a reporting hierarchy, which is a representation of your organizational structure, with units as its most granular component (e.g., single storefronts or customer service agents) and unit groups defining relationships between units (e.g., all storefronts in a particular geography or all customer service agents that report to a particular manager).

Reporting is viewed in the Core Platform by users in your organization. Users are organized into User Groups, each with a common dashboard, access permissions, and reports that are configured based on your business needs.

Alerts are automated messages triggered by survey responses meeting conditions such as a certain score (e.g., a survey response score below a certain threshold) or topic.  These alerts will be routed to users based on organization or invitation file fields (e.g., the front-line manager associated with the survey response) to help you triage customer issues raised in survey responses.

Web-based reporting for the Core Platform features a dashboard display with dynamic filtering and segmentation that allows your users to analyze datasets based on different elements of the reporting hierarchy.

Reporting Open Ended Feedback
The Core Platform also reports written open ended feedback (e.g., responses to a prompt asking for “any other comments”) in the language in which it is received. Medallia SSPs can extend this functionality to capture audio open ended feedback as well as to transcribe and translate this feedback.

The Core Platform can also be configured to display machine translations of open ended feedback. Medallia will use a commercial grade machine translation engine, such as SYSTRAN or Google to perform machine translation, but the quality of machine translation will vary based on content, source language, and target language.

SERVICE LEVEL AGREEMENTS

Medallia will provide the Core Platform with at least 99.9% availability per month.  Should Medallia fail to meet this threshold, Medallia will provide Service Credits in the form of a discount to be applied to Medallia Experience Cloud fees in the next invoice as noted in the chart below:

Medallia will report your most recent Monthly Uptime Percentage.  The Monthly Uptime Percentage is calculated by the following formula:  

(total number of minutes in the month – total downtime in minutes for that month) / total number of minutes in that month * 100

Monthly Uptime Percentage calculations will exclude up to 36 hours per year of scheduled downtime for system maintenance and upgrades.  Medallia will provide no less than 14 days notice prior to scheduled downtime, except for emergency updates.

Detection and resolution of issues with the Core Platform is determined by the Technical Support Plan (listed in Attachment 2) that you have has selected.

ADD-ON MODULES

Social Media

If purchased, Medallia’s Social Media Add-on functionality allows the Core Platform to collect structured and unstructured feedback from various social media services in addition to surveys.

The accessibility and volume of social media content is beyond Medallia’s control, and Medallia makes no guarantees as to the continued accessibility and volume of social media content.  Medallia does not own and does not convey any rights in social media content. You are advised to access and use social media content in compliance with the terms of use set by the source of such content, and any use of such content outside of the Medallia Experience Cloud is at your own risk.

You can also build upon the Social Media Add-on with features including TripAdvisor or Google Promote.  With Promote, you can ask all of your customers to spread the word about your business on social media and social review sites.  Medallia Promote encourages your customers within the survey to leave feedback on a review site or take other actions on social media. Medallia Promote supports the collection of unfiltered social media reviews. Programs that aim to filter non-promoter reviews cannot be supported by Medallia Promote.

Text Analytics

If purchased, the Text Analytics Add-on automates the analysis of large volumes of open ended feedback (e.g., responses to a prompt asking for “any other comments” in a survey collected through the Core Platform) or other data sources that are imported into Medallia.

Open-ended feedback collected through the Core Platform is organized according to topics.  A topic is a set of words and word combinations created within Medallia’s Text Analytics Library and used to capture significant ideas, themes, or intent.  Users can also manually connect comments to existing topics from the Text Analytics Library through manual tagging.

Open-ended feedback provided in languages other than English can be processed using native language processing (which processes open ended feedback based on a Text Analytics Library built from the same language) or processed using machine translation (which translates comments into English via machine and then applies an English language text analytics library). The quality of results from machine translation can vary widely, depending on the source and target languages.

For specified languages, Sentiment Analysis functionality is available.  Sentiment analysis is a form of Text Analytics that processes open ended feedback to detect positive or negative customer sentiment.  For example, a hotel brand could utilize this functionality to automatically detect that the comment “My breakfast was cold” expresses negative sentiment.

MEDALLIA FOR DIGITAL SOFTWARE PRODUCT DESCRIPTION

OVERVIEW

Medallia for Digital helps companies capture customer feedback across web and mobile channels and enables users to build and manage their digital surveys in a self-service interface. The digital surveys can be customized to reflect the look and feel of your brand. You can segment and target users based on behavioral, session and metadata attributes. Medallia for Digital also integrates with web analytics and session recording solutions to provide a correlated view of customer feedback and analytics. Custom integrations to third party applications listed in the Order Form are included in your subscription to Medallia for Digital.

Customer Success Hours are included in your subscription and set forth in the Order Form for the purposes of deployment, training, onboarding and the ongoing best practices and consulting for your program. Medallia will also provide the following technical deployment and customization support during the term of your subscription: Medallia code and html development, deployment support, testing and troubleshooting, and technical platform support.

Help Desk Support

You can access Medallia for Digital Support via the client support function in Medallia for Digital. The above services shall be provided during Medallia’s normal business hours. For urgent Medallia for Digital support requests that involve unplanned system downtime or errors that disable essential functions for which no workarounds exist, Medallia provides a 24×7 support hotline: 1 (855) 526-7953 Ext. 2.

Service Availability and Service Credit Calculations

Medallia provides Medallia for Digital with at least 99.5% availability per month.  Should Medallia fail to meet this threshold, Medallia will provide Service Credits in the form of a discount to be applied to Medallia for Digital fees stated in the next invoice as noted in the chart below:

Medallia will report the most recent Monthly Uptime Percentage to you upon request. The Monthly Uptime Percentage is calculated by the following formula:  

(total number of minutes in the month – total downtime
in minutes for that month) / total number of minutes in that month * 100

Monthly Uptime Percentage calculations will exclude up to 36 hours per year of scheduled downtime for system maintenance and upgrades.  Medallia will provide no less than 14 days notice prior to scheduled downtime, except for emergency updates.

Basic Technical Support Plan

General

The Standard Technical Support Plan will be provided to you at no additional charge.  Support includes troubleshooting technical issues, escalating product defects, and answering Medallia product related questions. Support is available on weekdays, excluding company holidays, during local business hours, defined as 09:00 – 17:00 in the timezone of your headquarters.

Medallia Technical Support will use commercially reasonable efforts to respond to all cases within two (2) business days. Actual resolution time will depend on the nature of the case and the required steps to resolve. A resolution may consist of a fix, workaround, or other solution in Medallia’s reasonable determination.

Designated Program Administrators

Program Administrators are identified as primary liaisons between your organization and Medallia for technical support. You shall identify up to four (4) Designated Program Administrators. For every additional one million USD ($1M) in software subscription fees, you may add four (4) extra Designated Program Administrators at no extra cost. You shall notify Medallia via the Client Support Form whenever Program Administrator responsibilities are transferred to another individual.

Core Platform Monitoring

Medallia will monitor the Core Platform for service availability 24/7/365 via automated monitoring with automatic escalation to 24/7/365 on call human resources. Medallia will react to service availability incidents within thirty (30) minutes of detection by automated monitoring and aims to restore availability within eight (8) hours for the following services:

• Core Platform user login page
• Survey collection platform for survey participants
• Email delivery service
• Medallia hosted file transfer service

Technical Support and Reporting Issues

Program Administrators may request technical support or report issues over the Web via the Client Support Form. During case submission, Program Administrators will be asked to provide their Company ID, contact information, and case details. Upon successful case submission, each case will be assigned a unique case number for future reference.

Reproducing Errors

Medallia must be able to reproduce errors in order to resolve them. You will need to work closely with Medallia Technical Support to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate.

Escalation and Resolution

Reproducible errors that cannot be promptly resolved will be escalated to more specialized Medallia Technical Support teams for further troubleshooting.

If a resolution requires a change to your configured instance of the Core Platform, Medallia Technical Support will transfer ownership of the resolution to the your appropriate Managed Services team. Medallia Technical Support will use reasonable efforts to provide the you with regular updates regarding the status of escalated cases.

Priority Levels

Reported issues will be generally categorized and handled according to an assigned Priority Level, as follows:

Excluded Items

The Standard Technical Support Plan does not include any of the following:

• Assistance with non-Medallia products, services or technologies
• Making changes to configuration on your behalf or on the behalf of Managed Services teams
• Manually intervening in automatic processes (e.g. processing feed files, triggering exports)
• Completing administrative maintenance tasks (e.g. user account changes, org. hierarchy updates)
• Direct support of End Users, other than issues related to gaining access to Medallia
• Phone Support

Limitations

Medallia delivers the Standard Technical Support Plan through the use of staff at its worldwide office locations and subcontractors. Medallia’s response time and ability to deliver the Standard Technical Support Plan will be limited by any restrictions on the use of these resources.

Changes to Standard Technical Support Plan

Medallia may modify the Standard Technical Support Plan from time to time in its sole discretion.

Enterprise Technical Support Plan

General
If purchased, the Enterprise Technical Support Plan will be provided instead of the Standard Technical Support Plan. Support includes troubleshooting technical issues, escalating product defects, and answering Medallia product related questions. Enterprise Technical Support is available 24 hours per day on weekdays, excluding company holidays. For high priority cases (P1), Enterprise Technical Support is available 24 hours per day, 7 days per week, including company holidays.

Medallia Technical Support will use commercially reasonable efforts to respond to all cases according to the Priority Level. Actual resolution time will depend on the nature of the case and the required steps to resolve. A resolution may consist of a fix, workaround, or other solution in Medallia’s reasonable determination.

Designated Program Administrators

Program Administrators are identified as primary liaisons between you and Medallia for technical support. You shall identify up to eight (8) Designated Program Administrators. For every additional one million USD ($1M) in software subscription fees, you may add eight (8) extra Designated Program Administrators at no extra cost. You shall notify Medallia via the Client Support Form whenever Program Administrator responsibilities are transferred to another individual.

Core Platform Monitoring

Medallia will monitor the Core Platform for service availability 24/7/365 via automated monitoring with automatic escalation to 24/7/365 on call human resources. Medallia will react to service availability incidents within thirty (30) minutes of detection by automated monitoring and aims to restore availability within eight (8) hours for the following services:

• Core Platform user login page
• Survey collection platform for survey participants
• Email delivery service
• Medallia hosted file transfer service

Technical Support and Reporting Issues
Program Administrators may request technical support or report issues over the Web via the Client Support Form or by telephone. During case submission, Program Administrators will be asked to provide their Company ID, contact information, and case details. Upon successful case submission, each case will be assigned a unique case number for future reference.

Telephone Support

Telephone support is only available to Designated Program Administrators and is in English only. Calls will be responded to by a triage agent and will be documented as a logged case. Logged cases will be routed to the appropriate support team for resolution. Enterprise Support phone numbers are provided on the Client Support Form.

Reproducing Errors

Medallia must be able to reproduce errors in order to resolve them. You will need to work closely with Medallia Technical Support to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate.

Escalation and Resolution

Reproducible errors that cannot be promptly resolved will be escalated to more specialized Medallia Technical Support teams for further troubleshooting.

If a resolution requires a change to your configured instance of the Core Platform, Medallia Technical Support will transfer ownership of the resolution to your appropriate Managed Services team. If a case is escalated to Medallia Engineering, Medallia Technical Support will retain ownership of the case. Medallia Technical Support will use reasonable efforts to provide the you with regular updates regarding the status of escalated cases.

Priority Levels and Target First Response Times

The Medallia Technical Support team will provide an initial response to a request based on the Priority Level and Targeted First Response Times stated below:

Support Service Reviews & Reports

On a quarterly basis, Medallia Technical Support will provide a written report in addition to meeting with the Designated Program Administrators to discuss your account. Topics may include:

• Key trends and analysis of support issues
• Program optimization opportunities

Limitations

Medallia utilizes staff at its worldwide office locations and utilizes subcontractors to deliver the Enterprise Technical Support Plan. Enterprise Technical Support is only available to you if no restrictions are placed on these requirements.

Excluded Items

The Enterprise Technical Support Plan does not include any of the following:

• Assistance with non-Medallia products, services or technologies
• Making changes to configuration on your behalf or on behalf of Managed Services teams
• Manually intervening in automatic processes (e.g. reprocessing feed files, triggering exports)
• Completing administrative maintenance tasks (e.g. user account changes, org. hierarchy updates)
• Direct support of End Users, other than issues related to gaining access to Medallia

Changes to Enterprise Technical Support Plan

Medallia may modify the Enterprise Technical Support Plan from time to time in its sole discretion, provided the level of service will not materially decrease during a subscription term.

End User Technical Support Plan

General
If purchased, the End User Technical Support Plan will be provided in addition to your selected Technical Support plan: Standard or Enterprise. Support includes troubleshooting technical issues, escalating product defects, and answering Medallia product related questions. The hours and coverage for End User Support are the same as the Technical Support Plan you’ve selected.

Medallia Technical Support will use commercially reasonable efforts to respond to all cases according to the Priority Level of the case. End User Support cases are classified as Priority Level 5, and Target First Response Times will depend on the selected Technical Support Plan. Actual resolution time will depend on the nature of the case and the required steps to resolve. A resolution may consist of a fix, workaround, or other solution in Medallia’s reasonable determination.

End Users

End Users are defined as non-administrator users who have been granted access to the Core Platform. End Users do not include survey recipients. Submitting a Case

End Users may request support over the Web via the End User Support Form. During case submission, End Users will be asked to provide their Company ID, contact information, and case details. Upon successful case submission, each case will be assigned a unique case number for future reference. Medallia Technical Support must validate that End Users are authorized users of the Core Platform before providing support.

Documentation

The scope of Medallia’s End User Technical Support Plan is limited by the availability of documentation regarding program features and your business processes. If business practices and policies are to be communicated to End Users by Medallia Technical Support, documentation must be provided and kept up to date. Documentation of the Medallia system must be made available to the End Users and hosted in the Core Platform.

Reproducing Errors

Medallia must be able to reproduce errors in order to resolve them. End Users must work closely with Medallia Technical Support to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate.

Escalation and Resolution

Reproducible errors that cannot be promptly resolved will be escalated to more specialized Medallia Technical Support teams for further troubleshooting.

If a resolution requires providing information that is not documented or if a resolution requires a change to your configured instance of the Core Platform, Medallia Technical Support will escalate the case to a Designated Program Administrator. If a case is escalated to Medallia Engineering, Medallia Technical Support will retain ownership of the case. Medallia Technical Support will use reasonable efforts to provide you with regular updates regarding the status of escalated cases.

Bi-Annual Program Review

On a bi-annual basis, Medallia Technical Support will provide a written report in addition to meeting with the Designated Program Administrators to provide insight into the End Users and your account. Topics may include:

• Trends and key categories in End User Support cases
• Program optimization opportunities
• Documentation and business processes review

Excluded Items

The End User Support Plan does not include any of the following:

• Assistance with non-Medallia products, services or technologies
• Providing support for features or data to which End Users do not have access (e.g. looking up the status of an invitation for an End User who doesn’t have access to the Invitations tab)
• Providing support for undocumented business processes (e.g., informing an End User about how invitations are added to the system if no documentation has been provided)
• Making changes to configuration on behalf of you, End User, or Managed Services teams
• Manually intervening in automatic processes (e.g. re-sending invitations, updating survey records)
• Completing administrative maintenance tasks (e.g. creating or changing user accounts, modifying unit data)
• Phone Support for End Users

Limitations

Medallia delivers the End User Support Plan through the use of staff at its worldwide office locations and subcontractors. Medallia’s response time and ability to deliver the End User Support Plan will be limited by any geographic or staffing restrictions on the use of these resources.

Changes to End User Support Plan

Medallia may modify the End User Support Plan from time to time in its sole discretion, provided the level of service will not materially decrease during a subscription term.