Outcome of Services:
The purpose of our advanced services offerings are to assist in the adoption, education, and workflow adaptation of your Productboard deployment. These services are specific to each client engagement and the goal is to help each client get the most value from their partnership with Productboard.
Engagement of Resources:
Engaging Productboard supplied resource(s) who are experts at implementing and maintaining the software with the ultimate goal to increase adoption and assist with change management (“Services”) is typically focused on a particular project or outcome. Each project will vary in time and effort. Initial engagement of resources for a new (or restarted project, see below) requires up to 2 weeks notice to obtain appropriate scheduling and coverage of resources, depending on the required outcome.
Projects may be started in less than 2 weeks from notice if resources are available, but are not guaranteed.
Availability and scheduling of a services resource for client meetings will be discussed and mutually agreed upon by both parties. The Services team requires at least 24 hours notice to meet with a customer once a project has commenced. Commencement is defined as an introduction to a Services team member via email following a fully executed Order Form.
The Services team reserves the right to limit Productboard’s meeting availability per week depending on project and customer needs.
Each new project will commence with a validation of the client’s objectives, in order to ensure clarity on what they aim to achieve. Where necessary, the Services team member will conduct in-depth discovery sessions to further explore the client’s current and desired states, and establish key success criteria for their use of Productboard. The insights gathered from these discovery sessions will be documented and used as the foundation for creating a delivery plan. Once the objectives are clearly defined, the Services team member will develop a backlog of work items aligned with these objectives (the “Delivery Plan”), which will be delivered through structured sessions.
The Delivery Plan will serve as the basis for tracking progress and evaluating the success of the delivered work. This Delivery Plan will be reviewed and updated in collaboration with the customer and will be reported regularly to the Productboard account team and customer. Productboard may make adjustments to the Delivery Plan as necessary as the project evolves to ensure all customer requirements are met effectively.
The work on a project will be considered complete once the Delivery Plan has been executed and the customer has confirmed in writing the successful completion of the project’s scope.
Upon completion of a project, the Services team member(s) will transition out of direct communication and involvement with the customer and the customer will be transitioned to a representative(s) from the Customer Success team who will be the primary points of contact going forward (or until such time as the Services team needs to be re-engaged).
Services team members will primarily deliver their work remotely through Zoom calls, delivered in one-hour blocks called “sessions.” Work may also be delivered in-person or through half-day / full day workshops, subject to prior mutual agreement with the customer, which may incur an additional cost to the customer.
Customers can engage with the Services team through the following channels throughout the course of a project:
Email: (the Services team member(s) will share their contact address)
Scheduled virtual meetings via Zoom, MS Teams
Client Engagement Requirements:
Services require consistent and prompt engagement and communication with the customer in order to deliver defined outcomes in accordance with the Delivery Plan. It is the customer’s responsibility to immediately notify Productboard in writing if the customer is unavailable or needs to pause work on the project at any time.
After 3 consecutive reach outs with no customer response, Productboard reserves the right to cease work on a project until further notice from the customer and reallocate Services resources. Productboard is not responsible for any delays due to lack of response from a customer.
Re-engagement of an existing project that was previously on hold requires notification from the customer and requires up to 2 weeks for Productboard to resume work on the project subject to resource availability.
The customer must assign an accountable project owner from the company to drive enablement within the customer’s organization. The customer is responsible for ensuring that if a project owner departs their organization, a new project owner is assigned and such new project owner’s contact information is shared with Productboard.
The customer must assign designated champions within their organization who are required to set up the Productboard workspace and complete onboarding tasks.
Designated champions must be authorized to make key design decisions and actively promote adoption within their teams at the company.
The customer’s project owner will provide regular updates to Productboard on progress within their organization and upcoming changes to leadership, ensuring visibility across the organization and continued communication with the Productboard team.
A regular cadence for dialogue will be established in the Delivery Plan to align on decisions made and share feedback from other stakeholders. This ensures continuous alignment and timely adjustments as needed.
