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.

Enterprise

Quickstart: Enterprise is a six-week program that guides 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 engage in the following activities:

• Kickoff & Discovery call
• Delivery Architecture
• A content model review
• Collaborative content model workshop
• Content Operations
• Editorial Experience
  • Governance
  • Workflows
  • Editorial setup (eg. optimal use of web app)
• Agile Deployments
• One further session chosen from:
  • Extensibility /App Framework
  • Localization
  • Orchestration
  • Space Architecture
  • Migration
  • Further content modeling session eg. Content modeling introduction & best practices, content model review or content model workshop
  • Q&A

During the term of this engagement, the consultant will be available for questions over email and conference calls.

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 an eight-week program that guides Customer through the most important and advanced 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 engage in the following activities:

• Introduction call
• Discovery session
• Delivery architecture training
• Content model training
• Content model workshop
• Content ops training
• Agile deployments training
• Extensibility training (if applicable)
• Localization training (if applicable)
• Migration workshop (if applicable)
• Multi space workshop (if applicable)
• General Q&A session following each training
• Project closeout

Only two of the training or workshops marked ‘if applicable’ from above can be chosen. During the term of this engagement, the consultant will be available for questions over email and conference calls.

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

Plus

Quickstart: Plus is a four-week program that guides the Customer through important aspects of building digital products with Contentful. All sessions for Quickstart: Plus 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
• Editorial workshop(s)
  • Governance
  • Workflows
  • Editorial setup (eg. optimal use of web app)
• Agile Deployments
• One optional session chosen from:
  • Delivery architecture
  • Localization
  • Governance
  • Migration
  • Further content modeling session eg. Content modeling introduction & best practices, content model review or content model workshop Q&A

During the term of this engagement, the consultant will be available for questions over email and conference calls.

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

Basic

Quickstart: Basic is a four-week program that guides the Customer through the most fundamental aspects of building digital products with Contentful. All sessions for Quickstart: Basic 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
• Editorial workshop(s)
  • Governance
  • Workflows

During the term of this engagement, the consultant will be available for questions over email and conference calls.

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 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.

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:

• Introduction call
• Discovery session
• Developer and author consulting workshops
• Implementation strategy whiteboard with solution recommendations
• Project closeout

During the term of this engagement, the consultant will be available for questions over email and conference calls.

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
• One (1) private, live 1-hour Studio training session for authors
• One (1) private, live 1-hour Studio training session for developers
• Recordings of the live training sessions are included at no additional cost

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.

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.

Content Model Review & Design

Solution Design: Content Model Review & Design is a four-week program that guides the Customer through the areas of focus outlined below. All sessions for Solution Design: Content Model Review & 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.

Content Migration

Solution Design: Content Migration is a four-week program that guides the Customer through the areas of focus outlined below. 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 & Discovery
• Session 2: Foundation
• Session 3: Content Modeling
• Session 4: Content Model Refinement
• Session 5: Mapping & Execution Plan
• Session 6: Migration Tool Sample Scripts & Q&A
• Session 7 Consultation & Development Q&A
• Session 8: Execution & Testing

During the term of this engagement, the consultant will be available for questions over email and conference calls.

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.

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.

Advisory Hours

Retainer: Advisory Hours is a custom four-week (for <40 hours purchased) OR eight-week (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.

During the term of this engagement, the consultant will be available for questions over email and conference calls.

Partner Advisory

Retainer: Partner Advisory is a custom four-week (for <40 hours purchased) OR eight-week (for 40+ hours purchased) engagement as outlined below. All sessions for Retainer: Partner Advisory 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.

During the term of this engagement, the consultant will be available for questions over email and conference calls.

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.

During the term of this engagement, the consultant will be available for questions over email and conference calls.

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. Each party’s project team members (as may be agreed by the parties) will be made available to the other party’s project team and will provide the necessary resources for the Professional Services, based on the project plan that will be developed by the parties following the full execution of the applicable Service Order.
• 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.
• 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.
• Rescheduling. 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.