Professional Services Offerings

Contentful Professional Services provides consultation, best practices, training and expert advice for the Contentful platform. Professional Services may be purchased through a Service Order and delivered according to the descriptions set forth herein. Additional Professional Services may be contracted through a Statement of Work. Unless Customer has a separate agreement with Contentful covering Professional Services, in which case such agreement shall apply, the Professional Services offerings herein are governed by the Contentful Professional Services Agreement for Contentful Inc. available here or Contentful GmbH available here.

Enterprise

Quickstart: Enterprise is a tailored program designed to guide the Customer through the most important aspects of building digital products with Contentful. All sessions for Quickstart: Enterprise are held remotely. Customer will be assigned a consultant from the Solution Services team who will recommend a tailored onboarding plan that includes the following activities:

• Onboarding Kickoff

• Onboarding Discovery

• Onboarding Planning

• Up to twelve (12) working sessions that will cover any assortment of topics chosen from the following list:

  • AI & Automation

  • Agile Deployments (Developer Workflows)

  • Apps & Extensibility

  • Collaborative Q&A

  • Content Migration

  • Content Modeling

  • Content Operations (Editorial Workflows)

  • Delivery Architecture

  • Introduction to Contentful

  • Localization

  • Personalization

  • Space Architecture

This program can be completed in as few as eight weeks. Customers have up to 6 months from their subscription start date to complete all available Enterprise onboarding sessions. During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• Unlimited access to self-service training

• Unlimited access to “Contentful Basics” live training

• Ten (10) coupons to be used for any hands-on “Accelerator” live training

• Ten (10) coupons to be used for any Contentful Certification exam

Premium

Quickstart: Premium is a tailored program designed to guide the Customer through the most important aspects of building digital products with Contentful. All sessions for Quickstart: Premium are held remotely. Customer will be assigned a consultant from the Solution Services team who will recommend a tailored onboarding plan that includes the following activities:

• Onboarding Kickoff

• Onboarding Discovery

• Onboarding Planning

• Up to six (6) working sessions that will cover any assortment of topics chosen from the following list:

  • AI & Automation

  • Agile Deployments (Developer Workflows)

  • Apps & Extensibility

  • Collaborative Q&A

  • Content Migration

  • Content Modeling

  • Content Operations (Editorial Workflows)

  • Delivery Architecture

  • Introduction to Contentful

  • Localization

  • Personalization

  • Space Architecture

This program can be completed in as few as six weeks. Customers have up to 3 months from their subscription start date to complete all available Premium onboarding sessions. During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• Unlimited access to self-service training

• Unlimited access to “Contentful Basics” live training

• Ten (10) coupons to be used for any hands-on “Accelerator” live training

• Ten (10) coupons to be used for any Contentful Certification exam

Basic

Quickstart: Basic is a self-paced enablement program designed to guide the Customer through the foundational aspects of building digital products with Contentful. All Services for Quickstart: Basic are provided remotely. Contentful will provide the Customer with access to the Contentful Learning Center, which includes the following on-demand and live training sessions:

• Contentful Basics: Getting started (on-demand)

• Contentful Basics: Intro to modeling (on-demand)

• Content Modeling Accelerator (live training)

• Content Authoring Accelerator (live training)

As part of this package, the Customer is entitled to one (1) remote session of up to 90 minutes with a Contentful Professional Services consultant. The session may focus on one of the following topics, selected by the Customer:

• Content Model Review or Collaborative Workshop

• Delivery Architecture

• Editorial Workflows & Governance

• General Q&A

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• Unlimited access to self-service training

• Unlimited access to “Contentful Basics” live training

• Five (5) coupons to be used for any hands-on “Accelerator” live training

• Five (5) coupons to be used for any Contentful Certification exam

Partner Assurance Delivery

Quickstart: Partner Assurance Delivery is a four-week program that provides assurance to the Customer of the fundamental aspects of the digital product they are building with Contentful. All sessions for Quickstart: Partner Assurance Delivery are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Kickoff & Discovery call

• A content model review OR a collaborative content model workshop

• Delivery Architecture Review

• Choose one (1) of:

  • Further content modeling session eg. Content modeling introduction & best practices, content model review or content model workshop

  • Localization

  • Editorial Workflows review

  • Migration

  • General Q&A session

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• Unlimited access to self-service training

• Unlimited access to “Contentful Basics” live training

• Five (5) coupons to be used for any hands-on “Accelerator” live training

• Five (5) coupons to be used for any Contentful Certification exam

Studio Lite

Quickstart: Studio Lite is a four-week program designed to create a rock-solid foundation to start using Studio Experiences with Contentful. This engagement includes proven best practices, guidance throughout the component registration process and consulting to ensure your team can quickly start using Experiences. All sessions for Quickstart: Studio Lite are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Kickoff meeting

• Discovery session

• Content vs presentation workshop

• Developer Q&A

• Project closeout

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Customer will also receive the following entitlements in the Contentful - Learning Center (training.contentful.com):

• Unlimited access to self-service training

• Unlimited access to “Contentful Basics” live training

Personalization Lite

Quickstart: Personalization Lite is a four-week program that provides strategic guidance and enablement to help technical and non-technical teams get started using Contentful Personalization. All sessions for Quickstart: Personalization Lite are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Kickoff & Discovery Call

• Content & Experience Workshop

• APIs & Integration Workshop

• Q&A

• Closeout & Solution review session

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Customer will also receive the following entitlements in the Contentful - Learning Center (training.contentful.com):

• On-demand Personalization training course

Templated Spaces

Solution Design: Templated Spaces is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Templated Spaces are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff

• Session 2: Discovery

• Session 3: Space Architecture Workshop part 1

• Session 4: Space Architecture Workshop part 2

• Session 5: Content Modelling: Foundation or Workshop

• Session 6: Content Model Templates Strategy

• Session 7: Q&A or choice of another session

• Session 8: Closeout

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• On-demand Author onboarding and training course

• On-demand Orchestration training course

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Space Architecture

Solution Design: Space Architecture is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Space Architecture are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff & Discovery

• Session 2: Content Platform Requirements

• Session 3: Orchestrating Space Architecture

• Session 4: Orchestrating Content Model

• Session 5: Orchestrating DevOps & Content Ops

• Session 6: Recommendations Review

• Session 7: Solution Review

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Editorial Experience

Solution Design: Editorial Experience is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Editorial Experience are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff & Discovery

• Session 2: Content Modeling Best Practices

• Session 3: Editorial Workflows, Pages & Releases

• Session 4: Content Operations

• Session 5: Content Workflow Workshop

• Session 6-8: Content Workflow Iterations

• Session 9: Solution Review

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Studio

Solution Design: Studio is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Studio are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff & Introduction to Studio Experiences

• Session 2: Experience & Design System Discovery

• Session 3: Developer Onboarding & Training

• Session 4: Content versus Presentation Workshop

• Session 5: Content Model Workshop Part 1

• Session 6: Content Model Workshop Part 2

• Session 7: Studio Operations

• Session 8: Author Onboarding & Training

• Session 9-10: Technical & General Q&A

• Project closeout

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• Access to “Contentful Basics” live training

• One (1) private, live 1-hour Studio training session for authors

• One (1) private, live 1-hour Studio training session for developers

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Personalization

Solution Design: Personalization is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Personalization are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff

• Session 2: Discovery

• Session 3: Content Modelling Best Practices

• Session 4: Content & Experiences Workshop

• Session 5: API & Integrations Workshop

• Session 6: Introduction to Metrics

• Session 7: General Q&A

• Session 8: Closeout

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• Introduction to Personalization for Editors

• Introduction to Personalization for Developers

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Content Model Design

Solution Design: Content Model Design is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Content Model Design are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff & Discovery

• Session 2: Patterns & Best Practices: Audit Current Content Model

• Session 3: Collaboration on New Models

• Session 4: Migration and CI/CD Planning

• Session 5: Solution Review

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Content Migration

Solution Design: Content Migration is a six-week program that provides a structured, low-risk approach to planning and supporting the Customer’s content and asset migration into Contentful. The engagement includes training on migration best practices, collaborative workshops to define a tailored migration approach, and working sessions during execution to review progress, provide recommendations, and proactively address risks to support a smooth migration.

The Customer is responsible for executing the migration, including implementing the migration approach and performing the migration work, while Contentful Professional Services provides guidance, recommendations, and review throughout the engagement. All sessions for Solution Design: Content Migration are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff

• Session 2: Migration Discovery

• Session 3: Contentful Migration Foundation

• Up to 3 sessions: Content Model Refinement (Content Model Workshop and/or Review)

• Up to 3 sessions:  Mapping & Execution Planning

• Up to 3 sessions: Implementation Review (Technical & General Q&A)

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

PoC Support

Solution Design: PoC Support is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: PoC Support are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff & Discovery

• Session 2-7: Six sessions chosen from:

  • Content Model Review(s)

  • Content Model Workshop

  • Delivery Architecture

  • Agile Deployments

  • Content Workflows & Governance

  • Extensibility & App Framework

  • Localization

  • Governance

  • Migration

  • Space architecture

  • Orchestration

  • Q&A

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Audit

Solution Design: Audit is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Audit are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Session 1: Kickoff & Discovery

• Session 2: Content Model Audit & Guidance

• Session 3: Architecture & Design Validation

• Session 4: Solution Review

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Content Model Builder

Solution Design: Content Model Builder is a six-week program that guides the Customer through the  proposed sessions for the agreed upon project scope, as outlined below.  All sessions for Solution Design: Content Model Builder are held remotely. Customer will be assigned a consultant from the Solution Services team who will assist Customer staff by engaging in the following activities:

• Session 1: Kickoff

• Session 2: General Discovery

• Session 3: Content Model & Design Discovery

• Session 4: Content Operations & Governance Discovery

• Session 5 & 6: Solution Review

• Session 7:  Developer Essentials Training 

• Session 8: Editorial Essentials Training

• Session 9: Final Review & Closeout

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties. 

Customer will also receive the below deliverables:

The Professional Services team will limit the focus of guidance to the following project scope:

• An application interface of up to three (3) unique page types and/or omnichannel interfaces (examples include, but are not limited to: Homepage, About Us Page, Product Details Page, Marketing Landing Page, FAQ Page);

• Up to two (2) rounds of iterations on the recommended content model; and

• If requested, Contentful will install the content model in the Customer’s space in a development environment. User Acceptance Testing (UAT) can be conducted by the Customer in Customer's Contentful instance.
  

Due to the nature of the program, additional Customer Responsibilities apply as outlined below:

Customer will maintain its organization’s readiness, resource availability, and communication for decisions and issues in a timely manner to accommodate and not hinder the Project. Customer will prepare and bring the following to the workshops and working sessions under this engagement:

• A clear understanding of:

  • The content domain

  • User personas and workflows

  • Success metrics and KPIs

• Governance decisions made, including:

  • Who needs access to what content

  • Approval workflows required

  • Publication and localization strategies

• UI design system, wireframes, or mockups that are relevant to the page types and/or omnichannel interfaces selected within the scope of this engagement

• The ability to identify different types of content, categorizations, taxonomies, and metadata that will become a part of the Contentful platform

• Participation in User Acceptance Testing (UAT) on the proposed solution, with documented feedback shared with the Contentful team

Customer will assign and maintain appropriately skilled personnel to participate in the Project for the duration of this engagement. At a minimum, Customer will provide the following roles (which may be fulfilled by one or more individuals):

• Developers: Technical resources who design, build, and test the integration between Customer’s applications and the Contentful content model, APIs, and related configurations, and who make technical decisions related to the implementation.

• Content Authors / Content Managers: Business and editorial stakeholders who own the content structure and messaging, and who are responsible for creating, updating, reviewing, approving, and publishing content in Contentful.

• Designers: UX, UI, or visual design stakeholders who define and maintain page layouts, components, and design systems, and who provide direction and make decisions regarding design requirements, constraints, and tradeoffs as they relate to the Contentful implementation.

Customer will ensure that such personnel have sufficient authority, subject matter expertise, and availability to provide timely input, make decisions, and complete tasks reasonably required to support the Project and the Services described in this engagement. Customer is responsible for:

• Executing the provided scripts in their Contentful space(s) to create the content model in their production environment;

• Populating content into the created content types;

• Configuring workflows and other web app features beyond the content model itself;

• Making any ongoing structural changes to the content model after sign-off;

• Producing additional content types that fall outside the scope of this engagement;

• Not disclosing or making available to  Contentful any sensitive or regulated information under this engagement however, to the extent Customer does disclose or make available to Contentful any sensitive or regulated information, Customer is solely responsible for ensuring it is collected and disclosed in compliance with applicable laws; and

• Maintaining, monitoring and enforcing all necessary access and security of Customer systems or applications, to the extent Customer grants Contentful access to such systems or applications.

Advisory Hours

Retainer: Advisory Hours is a custom three-month (for <40 hours purchased) OR six-month (for 40+ hours purchased) engagement as outlined below. All sessions for Retainer: Advisory Hours are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities:

• Ongoing cadence of touchpoints and status updates between the Contentful and Customer Project teams on overall direction and strategy.

• Project management to support action items/next steps pertaining to the Contentful Project team.

• Participate in Project related scoping/standup meetings.

• Participate in system design reviews.

• Provide guidance for content model design and delivery model architecture.

• Provide feature and implementation training.

• Project management to support action items/next steps pertaining to the Contentful Project team, including session scheduling, overall project direction and project strategy support and resource allocation management.

• When necessary perform preparatory work, research, and post-session follow-up activities in connection with the delivery of the Services, to ensure completeness, continuity, and effectiveness of the consulting engagement.

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Customer will also receive the following entitlements in the Contentful Learning Center (training.contentful.com):

• Unlimited access to self-service training

• Ten (10) coupons to be used for any virtual live training and/or Certification exams for Advisory Hours purchases up to $9,999.

• Twenty (20) coupons to be used for any virtual live training and/or Certification exams for Advisory Hours purchases of $10,000 - $19,999.

• Ten (10) additional coupons to be used for any virtual live training and/or Certification exams for each $10,000 of Advisory Hours purchased of $20,000 or greater.

Expert Subscription Services

Retainer: Expert Subscription Services is a twelve-month retainer service as outlined below. All sessions for Retainer: Expert Subscription Services are held remotely. Customer will be assigned a consultant from the Solution Services team who will engage in the following activities across the retained services term:

• Provide monthly consultation and guidance to assist Customer Project teams through virtual enablement, training and/or Q&A working sessions, including opportunities to:

  • Participate in Project related scoping discussions.

  • Review project progress, including review of platform usage patterns.

  • Participate in system design reviews, including content model reviews and design.

  • Provide guidance, recommendations and best practices for:

    • Content model design

    • Delivery architecture

    • Editorial experience

    • Agile deployments

    • Extensibility

    • Localization

    • Migration

    • Multi-space architecture

    • Orchestration

    • Q&A sessions

  • Provide Contentful feature and implementation training for technical and non-technical teams.

• Project management to support action items/next steps pertaining to the Contentful Project team, including session scheduling, overall project direction and project strategy support and resource allocation management.

• When necessary perform preparatory work, research, and post-session follow-up activities in connection with the delivery of the Services, to ensure completeness, continuity, and effectiveness of the consulting engagement.

During the term of this engagement, the consultant will be available for questions over email and conference calls during the normal business hours and as agreed between the Parties.

Hours set forth in the service order will be equally distributed monthly over the 12 month period. Unused hours will expire at the end of each calendar month and cannot be rolled over to following months and cannot be interchanged or added to other Professional Services engagements. The subscription does not automatically renew.

Private Virtual Training (½ Day or 1 Day)

Learning Services: Private Virtual Training (½ Day or 1 Day) allows you to assemble a ½ day or 1 day of training from any predefined path or combination of available courses offered by the Learning Services team. All services for Learning Services: Private Virtual Training (½ Day or 1 Day) are held remotely. Customer will be assigned a project manager from the Learning Services team who will engage in the following activities:

• Kickoff & Discovery call

• Build a training plan

Customer will also receive the following entitlements:

• One (1) half-day or one (1) day of private, virtual training

• Up to twenty (20) participants per session

• Up to four (4) or eight (8) classroom hours: mix and match courses from the Available Courses list

• Training materials are not included

• Recordings are included at no additional cost

Available Courses:

• Contentful Basics: Getting Started (1 hr)

• Contentful Basics: Intro to Modeling (1 hr)

• Content Authoring Accelerator (2 hrs)

• Content Modeling Accelerator (3 hrs)

• Hands-on practice/Q&A (1 hr)

Content Authoring Accelerator (Public or Private)

Learning Services: Content Authoring Accelerator (Public or Private) is a live, instructor-led virtual session. The Accelerator helps content authors quickly get up to speed with Contentful authoring concepts and to get hands-on practice with common editorial tasks. All instructor-led sessions for the Content Authoring Accelerator are held remotely.
Representative Topics:

• Contentful Overview

• Working With Assets

• Working With Pages

• Working With Entries And Comments

• Apps

• Scheduling

• Searching And Filtering

• Versioning

• Workflow Moderation

• Localization

Contentful Learning Services will provide the following:

• Access to enrollments in Contentful’s live 2-hour Content Authoring Accelerator sessions, equivalent to the number of seats purchased, as set forth in the Service Order (Public); OR

• One (1) private, live 2-hour Content Authoring Accelerator session (Private); AND

• Up to twenty (20) participants per session (Private)

• Recordings of the live training sessions are not available

• Training materials are not included

• 60 days of access to the demo learning environment

Content Modeling Accelerator (Public or Private)

Learning Services: Content Modeling Accelerator (Public or Private) is a live, instructor-led virtual session. The Accelerator helps participants learn key concepts and best practices for constructing content models in Contentful and provides an opportunity for the group to work on content models for sample websites with help from an expert coach. All instructor-led sessions for the Content Modeling Accelerator are held remotely.

Representative Topics:

• Content Modeling Process

• Our Content Modeling Template in Miro

• Activity 1: Test our template

• Group Activity 1: Design your model

• Lightning Talks

• Group Activity 2: Implementing your model

• Wrapping Up and Closing thoughts

Contentful Learning Services will provide the following:

• Access to enrollments in Contentful’s live 3-hour Content Modeling Accelerator sessions, equivalent to the number of seats purchased, as set forth in the Service Order (Public); OR

• One (1) private, live 3-hour Content Modeling Accelerator session (Private); AND

• Up to twenty (20) participants per session (Private)

• Recordings of the live training sessions are not available

• Training materials are not included

• 60 days of access to the demo learning environment

Certification Exams

Learning Services: Certification Exams are professional credentials that recognize and attest to your knowledge and skills as a Contentful Expert Practitioner. Contentful certification exams are online exams taken on your own desktop or laptop computer at your location.

Contentful Learning Services will provide the following:

• Access to enrollments in any Contentful certification exam, equivalent to the number of exams purchased, as set forth in the Service Order

• Purchases can be transferred to another user upon request, but they are non-refundable

• Mobile phones and tablets are not supported

• You must complete the Exam in one sitting

• The maximum time allowed to complete the exam is seventy-five (75) minutes

• To pass the certification, you must receive a final score of at least 70%

Non-Recurring Support Services

Non-Recurring Support Services are any supplemental support services purchased outside of a standard Support Service Level Agreement (SLA), as indicated on the Service Order. The applicable Support SLA shall remain unaffected by the Non-Recurring Support Services purchased and continue in full force and effect. These services are one-off offerings and do not set any precedence or commitment for Contentful to agree to provide similar services in the future.

All Non-Recurring Support Services activities will be performed remotely. These services will be delivered during the pre-defined non-recurring term, as set forth in the Service Order. They can not be extended, transferred, or rolled over and are not applicable outside of the pre-defined term. These services shall automatically expire without requiring termination by either of the Parties.

Customer Responsibilities

Customer will maintain its organization’s readiness, resource availability, and communication for decisions and issues in a manner to accommodate and not hinder the Professional Services. This includes availability of the following decision makers:

• Business Owner(s) / Stakeholder(s)

• Project Manager(s)

• Developer(s) / Software Architect(s)

• Database Administrator(s) / Business Intelligence Personnel

• Content Editor(s) / Content Strategist(s)

• Other roles as required

Customer will ensure that any workshops are organized within the period of performance.

For Learning Services: Private Virtual Training, customer will:

• Assign a training liaison to work with the Learning Services project manager to build the training plan and schedule the training session.

• Review the available course list on the Contentful Learning Center.

• Attend the Kickoff & Discovery call.

• Ensure that live sessions are organized within the period of performance.

For Learning Services: Accelerators:

• Self-enrollment is available via the Contentful Learning Center (training.contentful.com) (Public)

• The maximum number of times a customer can enroll cumulatively across any available public Accelerator session within the period of performance is equivalent to the number of seats purchased, as set forth in the Service Order. (Public)

• Customer will provide Contentful with the names and email addresses of the workshop participants. (Private)

• Customer will propose a date and time for the live sessions. Live session dates and times must be mutually agreeable and are dependent on the availability of Contentful trainers. (Private)

• Customer will ensure that live sessions are organized within the period of performance. (Private)

For Learning Services: Certification Exams:

• The exam is available via the Contentful Learning Center (training.contentful.com)

• The maximum number of times a customer can enroll cumulatively across any available certification exam within the period of performance is equivalent to the number of seats purchased, as set forth in the Service Order.

Completion Criteria

The Professional Services will be complete when the earlier of any of the following occur:

• All hours set forth in the Service Order have been utilized; or

• All sessions have been delivered; or

• The final live instructor-led virtual session has been provided by Contentful; or

• Both parties agree in writing (email is sufficient) the Professional Services are complete; or

• The Professional Services End Date set forth in the Service Order has been reached.

If Customer believes for any reason that the Professional Services have not been completed consistent with the terms of the applicable Service Order, Customer will promptly notify Contentful in writing, in any event no more than thirty (30) days after Contentful’s completion of the Professional Services, and the parties will discuss any issues in good faith in an attempt to seek resolution. Unless Customer delivers a written non-completion notice during the specified time, all aspects of the Professional Services will be deemed accepted without objection by Customer.

Guidelines

• Team Member Availability. Professional Services will be scheduled in coordination with the Customer, subject to the resource availability of Contentful’s Professional Services team. The Parties will make reasonable efforts to accommodate scheduling, and Customer is responsible for ensuring its necessary resources attend all sessions, workshops, and meetings scheduled by Contentful.

• Response Times. Any questions posed on status or development details will be answered by the parties within a reasonable time. Contentful will endeavor to provide a response within 24 business hours, where business hours are defined as 8 AM PT to 5 PM PT for West Coast resources, and 8 AM ET to 5 PM ET for East Coast resources, Monday to Friday for Contentful Inc. and 9 AM CET to 6 PM CET, Monday to Friday for Contentful GmbH, excluding holidays. Customer agrees to the same 24 business hours response time goal for responses from Customer for questions that Contentful poses to the Customer team.

• Project Managers. Each party will designate a key contact (“Project Manager)” in connection with the Professional Services. The Project Manager for each party will be responsible for allocating and managing their respective resources for the project.

• Contentful Staffing. Contentful will determine the number of staff to deploy to carry out the Professional Services. The number of resources assigned by Contentful to a project may vary during the project life cycle as determined by Contentful depending upon the project requirements. The Contentful resource will keep the Customer Project Manager informed about the Customer resource staffing plans. Contentful personnel providing the Professional Services to Customer under a Service Order in connection with the project are not integrated into Customer’s business organization, and Contentful personnel will not receive instruction and/or directives from Customer with respect to the provisioning of such services.

• Use of Customer Accounts and Credentials. Contentful personnel will not use or be provisioned with Customer-issued credentials or email addresses. Customer is responsible for maintaining, monitoring and enforcing all necessary access and security of Customer systems or applications.

• Remote Services. All remote workshops and/or meetings will be conducted online or via Zoom calls or similar manner as agreed upon by the parties.

• Scheduling. Project Start Date occurs at the introduction of the Professional Services team to the Customer.  At this time the Customer will be provided with the means to schedule Kickoff.

  • Kickoff must take place within 14 calendar days of the Professional Services introduction, unless otherwise discussed and mutually agreed by the parties.  If Kickoff does not take place within this timeframe or Customer is unresponsive, the following may occur:

    • The project may be placed On Hold, wherein Professional Services resources may be unassigned. 

    • Up to 5 business days may be required to reassign resources once Customer is responsive. 

  The services provided under a Service Order are non-cancellable. Any services under a Service Order that are not used by Customer prior to the Professional Services End Date will be forfeited and will remain due and payable as set forth in the applicable Service Order. Any rescheduling of the services must be mutually agreed upon by the parties.

  • If Customer reschedules Professional Services, Contentful may charge Customer for the rescheduled services based on the following:

    • With 3 calendar days’ or less prior written notice - up to 100% of the rescheduled services based on estimated hours and applicable hourly rates