Lucid Software Product and Professional Services Additional Information

Lucid Software Product or Professional Services Name

Description

PRODUCTS/ SUBSCRIPTIONS

Lucidscale Explorer licenses may only be purchased in addition to new or existing Lucidscale Team licenses. Each licensed user of Lucidscale Explorer will have access to limited, view-only Lucidscale functionality.

IMPLEMENTATION PACKAGES

Lucid Suite Essentials Implementation Package

Lucid Customers will receive:

• In-app onboarding – guided & self-paced*
• Lucid Suite Essentials resources, which include:
  • Domain Control & User Consolidation (if requested)
  • Lucid Suite User Welcome Kit(s)
  • On-demand Webinars
  • Lucid Learning Campus:
    • Tutorial videos & quick-start guides
    • Lucid Training Labs 
  • Technical setup instructions & documentation located in the Lucid Help Center

Lucid Suite Essentials Implementation Package must be used within 12 months from purchase date. If Customer does not use within 12 months, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

*Limitations may apply

Lucid Customers will receive:

• Up to one (1) one-hour in live session(s) with an Implementation Specialist to be used towards technical configuration and integration efforts, as well as in the executing of best practices for license allocation and user enablement.

• All Lucid Suite Essentials resources (see above)

Lucid Suite Select Implementation Package must be used within 90 days from purchase date. If Customer does not use within 90 days, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

Lucid Customers will receive:

• Up to one (1) one-hour in live session(s) with an Implementation Specialist to be used towards technical configuration and integration efforts, as well as in the executing of best practices for license allocation and user enablement.
• One (1) standard training webinar

• All Lucid Suite Essentials resources (see above)

Lucid Suite Select Plus Implementation Package must be used within 90 days from purchase date. If Customer does not use within 90 days, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

Lucid Customers will receive:

• Up to four (4) hours with an Implementation Consultant used towards technical configuration and integration efforts

• Two (2) standard training webinars

• Up to two (2) hours with an Implementation Consultant to be used towards a tailored license allocation and user enablement plan
• Up to 25% of hours may be reserved for the administrative delivery of the service

• All Lucid Suite Essentials resources (see above)

Lucid Suite Preferred Implementation Package must be used within 90 days from purchase date. If Customer does not use within 90 days, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

Lucid Suite Premier Implementation Package

Lucid Customers will receive:

• Up to six (6) hours with an Implementation Consultant used towards technical configuration and integration efforts

• Four (4) standard training webinars

• Up to four (4) hours with an Implementation Consultant used towards a tailored license allocation and enablement plan, which may include:
  
  • L&D content development
  • Support with Internal wiki development, assets, & best practices

• Up to two (2) hours for customizing user communication templates
• Up to 25% of hours may be reserved for the administrative delivery of the service

• All Lucid Suite Essentials resources (see above)

Lucid Suite Premier Implementation Package must be used within 90 days from purchase date. If Customer does not use within 90 days, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

Lucid Customers will receive:

• Lucidscale Essentials resources, which include:
  • License Allocation Guide
  • Lucidscale Onboarding Kit
  • Lucidscale Community Page invitation
  • Lucidscale User Welcome Kit
  • Lucid Learning Campus:
    • Tutorial videos & quick-start guides
    • Lucid Training Labs 
  • Technical setup instructions & documentation located in the Lucid Help Center

Lucid Essentials Implementation Package must be used within 12 months from purchase date. If Customer does not use within 12 months, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

*Limitations may apply

Lucid Customers will receive:

• One (1) 30-minute (or less) live import session with an Implementation Specialist
• All Lucidscale Essentials resources (see above)

Lucidscale Select Implementation Package must be used within 90 days from purchase date. If Customer does not use within 90 days, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

Lucid Customers will receive:

• One (1) 30-minute (or less) live import session with an Implementation Specialist
• One (1) one-hour (or less) live consulting session with an Implementation Specialist
• One (1) standard training webinar
• All Lucidscale Essentials resources (see above)

Lucidscale Select Plus Implementation Package must be used within 90 days from purchase date. If Customer does not use within 90 days, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

TRAININGS

One (1) 60-90 minute private, interactive training lab for up to 100 participants, delivered remotely and selected from our training lab catalog with up to three (3) hours of tailoring to your organization’s custom templates, brand colors & logos, or specific use cases & processes.

Must be scheduled a minimum of two (2) weeks in advance, subject to availability. Must be used within twelve (12) months from purchase date. If Customer does not use the Live Training Lab within twelve (12) months, Customer will not be entitled to any refund for any prepaid associated fees.

One (1) 60-90 minute private, interactive training lab for up to 50 participants, delivered remotely and selected from the implementation offerings in our training lab catalog with no additional tailoring or customization. 

Must be scheduled a minimum of two (2) weeks in advance, subject to availability. Must be used within six (6) months from purchase date. If Customer does not use the Standard Webinar within six (6) months, Customer will not be entitled to any refund for any prepaid associated fees.

One (1) 30-60 minute webinar for up to 250 for open questions on any product in the Lucid Suite. No planned agenda.

Must be scheduled a minimum of 2 weeks in advance and be used within 12 months from purchase date. If Customer does not use the Lucid Learning Café within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

One (1) 60 minute webinar for up to 250 introducing the Lucid Suite and its products.

Must be scheduled a minimum of 2 weeks in advance and be used within 12 months from purchase date. If Customer does not use the Getting Started Using Lucid's Visual Collaboration Suite within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

One (1) 30-60 minute webinar for up to 250 on the basics of Lucidchart.

Must be scheduled a minimum of 2 weeks in advance and be used within 12 months from purchase date. If Customer does not use the Lucidchart Essentials within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

One (1) 60-90 minute webinar for up to 50 on how to get the most out of intelligent diagramming. For teams already familiar with Lucidchart.

Must be scheduled a minimum of 2 weeks in advance and be used within 12 months from purchase date. If Customer does not use the Diving Deeper with Lucidchart within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

Can be redeemed dollar-for-dollar towards the use of any product in our training catalog. Must be purchased in increments of $1,000.

Must be used within 12 months from purchase date. If Customer does not use the Training Credit within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

One virtual (1) hour of training selected from the training course catalog for up to fifty (50) attendees led by a Product Trainer.

Must be used within 12 months from purchase date. If Customer does not use the Webinar Training (Standard) within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

One (1) visit for one (1) day with one (1) Product Trainer where trainer travels to Customer site to deliver up to six (6) hours of instruction selected from our course catalog. Travel & expenses included inside the contiguous United States. Required for each individual trip.

Must be scheduled a minimum of 4 weeks in advance and be used within 12 months from purchase date. If Customer does not use the Onsite Trainer (Single Day) within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

Additional onsite day with (1) Product Trainer where trainer remains at customer site to deliver up to six (6) hours of instruction selected from our course catalog. Travel & expenses included inside the contiguous United States. Must be used for additional consecutive days on the same trip, purchased in coordination with Onsite Trainer (Single Day).

Must be scheduled a minimum of 4 weeks in advance and be used within 12 months from purchase date. If Customer does not use the Onsite Trainer (Additional Day) within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

CONSULTING SERVICES

Quick Launch is a consultative service designed to naturally integrate Lucid into the way teams work and make it feel a part of their day to day experience; enabling faster time to value and collaboration.

Lucid customers will be required to provide sufficient access to key stakeholders to allow Lucid to drive template delivery and create allocation plans within a reasonable time frame. Customer’s failure to provide the required elements may delay or put delivery of the Quick Launch service at risk.

Quick Launch services must be scheduled to begin within three months from the purchase date, and must be completed within six months from the purchase date. If not used within six months, Customer will not be entitled to any refund for any prepaid associated fees. Ongoing content and/or template maintenance, or other similar support services after the expiration of the Quick Launch services must be purchased separately.

This service does not auto-renew.

In addition to the foregoing, Customer may choose one of the following additional features:

• Premium Workflow Enablement Feature

• Receive 4-6 premium templates, updated to match Customer’s branding and lightly tailored to Customer’s current workflow

• Up to two one-hour enablement sessions

• Template Upgrade Feature

• Receive one premium template upgrade that involves updating an existing Customer template to match Customer branding and lightly tailoring the template to the Customer’s use case

• Up to two one-hour enablement sessions

• Collaborative Evolution Feature

• Receive one premium template, updated to match Customer’s branding and lightly tailored to the agenda of a common meeting

• Up to two one-hour enablement sessions

One (1) virtual hour consultation session with a Professional Services team member, typically used for activities such as:

• Template build Coaching
• Lucidscale conditional formatting coaching
• Coaching on integrating business processes flows with Lucid data
• Agile Release Planning Support
• Creative Ideation Exercise Coaching
• Innovation Pipeline Consulting
• Meeting Facilitation
• General Innovation / Agile Coaching Hours
• Administration and scoping of hours to ensure alignment and most effective use of time

Additional scoping available and typically noted on your Order Form.

Must be scheduled a minimum of 2 weeks in advance and used within 12 months from purchase date. If Customer does not use the Professional Services Consultation Hour within 12 months, Customer will not be entitled to any refund for any prepaid associated fees

One (1) visit for one (1) day with a Solutions Consultant. This visit is to be used for needs discovery, project scoping and planning, and consultation for unique core needs and/or add-on solutions.

Must be used within 12 months from purchase date. If Customer does not use the Solutions Consultant Onsite (One Day) within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

Additional onsite day with a Solutions Consultant. To be purchased with the Solution Consultant Onsite (One Day) product and used consecutively.

Must be used within 12 months from purchase date. If Customer does not use the Solution Consultant Onsite (Additional Day) within 12 months, Customer will not be entitled to any refund for any prepaid associated fees.

Consultative service that puts our product experts at the side of a Lucid customer to build a template that reflects their key internal documents and processes. 

Lucid customers will:

• Participate in template development through collaborative co-creation or coaching
• Receive a template built in the Lucid Visual Collaboration Suite by our Lucid product experts
• Gain deeper product knowledge to accelerate digital transformation

Lucid customers will be expected to:

• Provide sufficient access to key stakeholders for the session and related documentation
• Will work with Lucid to ensure work can be completed within a reasonable amount of time
• Initiate the service no later than 2 months prior to expiration

Inability to provide these elements may delay or put at risk the service delivery.

Custom Template Development must scheduled a minimum of 2 weeks in advance and used within 12 months from purchase date. If not used within 12 months, the customer will not be entitled to any refund for any prepaid associated fees. This service does not auto-renew.

Post-service content / templates maintenance or support will require a new engagement and must be contracted with Professional Services separately.

Consultative service that puts skilled change leads, systems thinkers, technologists, and designers at the side of Lucid customers to realize desired use case outcomes and unlock value from their investment in the Lucid Visual Collaboration Suite.

Service is targeted at a single Use Case. Multiple instances of this service can be purchased in order to handle additional Use Cases.

For each Use Case, Lucid customers will receive:

• Use case discovery to identify key stakeholders, milestones, success criteria, and any technical requirements.
• Designed solutions to assist in closing the gap to success
• Delivery of designed solutions via a range of coaching, training, best practice sharing, etc.

Lucid customers will be expected to:

• Provide sufficient access to key stakeholders for the session and related documentation
• Will work with Lucid to ensure work can be completed within a reasonable amount of time
• Initiate the service no later than 3 months prior to expiration

Inability to provide these elements may delay or put at risk the service delivery.

Guided Use Case Enablement must be scheduled a minimum of 2 weeks in advance and used within 12 months from purchase date. If not used within 12 months, the customer will not be entitled to any refund for any prepaid associated fees. This service does not auto-renew.

Post-service content / templates maintenance or support will require a new engagement and must be contracted with Professional Services separately.

Consultative services that places a skilled Lucid Creative Facilitator at the side of Lucid customers to guide in leveraging the Lucid Suite and practicing the skills needed to improve collaborative sessions (particularly hybrid and virtual).

Service is targeted at a single collaborative session. Multiple instances of this service can be purchased in order to handle additional sessions.

Lucid customers will receive:

• Coaching with a Lucid Facilitation Coach to help prepare agendas / Lucid VCS content for an upcoming session and sharing best practices
• Support during the session (real or mock)
• Debrief after the session to review learnings

Lucid customers will be expected to:

• Provide sufficient access to key stakeholders for the session and related documentation
• Will work with Lucid to ensure work can be completed within a reasonable amount of time
• Initiate the service no later than 2 months prior to expiration

Inability to provide these elements may delay or put at risk the service delivery.

Creative Facilitation Coaching must be scheduled a minimum of 2 weeks in advance and used within 12 months from purchase date. If not used within 12 months, the customer will not be entitled to any refund for any prepaid associated fees. This service does not auto-renew.

Post-service content / templates maintenance or support will require a new engagement and must be contracted with Professional Services separately.

Enables customers to offload the effort of moving key documents to Lucid from competitor products.

Lucid customers will receive:

• Alignment on documents to be migrated
• Execution of migration
• Validation that the migration is complete, including no more than two (2) iterations, or revisions, per document.

Lucid customers will NOT receive:

• Bulk static image migrations

Lucid customers will be expected to:

• Prepare documents for handover prior to the beginning of the engagement.
• Will work with Lucid to ensure work can be completed within a reasonable amount of time
• Initiate the service no later than 2 months prior to expiration

Document Migration services must be used within 3 months from purchase date. If not used within 3 months, the customer will not be entitled to any refund for any prepaid associated fees. This service does not auto-renew.

Post-service content / templates maintenance or support will require a new engagement and must be contracted with Professional Services separately.

The Suite Transition Support service is a migration service targeted at customers transitioning from our competitor products. This service bundles training, best practice content, and coaching with Lucid experts; it is geared to aid and enable the customer throughout the complex changes of transitioning from competitor products and enabling their use cases beyond their heritage solutions.

The Suite Transition Support package includes:

• Step-by-step guide for migrating documents to Lucid
• Messaging templates to help you communicate transition to end-users
• 2 Live Training Labs targeted at current power users
• 1 Q&A session with Lucid experts
• 20 customizable Lucid Expert hours for:
  • Migration support for limited key documents (assumes <10 documents needing manual migration)
  • Power user coaching
  • Change management support
  • Partnering with the internal Learning & Development team to update training to Lucid products
  • Bulk content import, and more (bulk import script is our base version that imports files from a single folder to a single folder on the Lucid side; does not include access changes)

Suite Transition Support services must be used within 90 days from purchase date. If not used within 90 days, the customer will not be entitled to any refund for any prepaid associated fees. This service does not auto-renew.

Post-service content / templates maintenance or support will require a new engagement and must be contracted with Professional Services separately.

As an add-on to the Suite Transition Support package, Lucid experts will perform the migration of selected teams and boards, along with collaborators and folders.

• For each quantity sold, Lucid will assist in migrating one document from the Customer's current solution, including all folder structures and permissions.
• Client will provide Lucid with access to Customer's current solution to allow Lucid to migrate the document on Customer's behalf.
• Client will provide a designated contact within Customer with admin-level access to Customer's current solution to assist with the migration.
• Additional documents needing migration will require additional hours and invoicing.
• Additional purchase of Suite Transition Support service required.

Lucid Performed Migration services must be used within 90 days from purchase date. If not used within 90 days, the customer will not be entitled to any refund for any prepaid associated fees. This service does not auto-renew.

Post-service content / migrations maintenance or support will require a new engagement and must be contracted with Professional Services separately.

Consultative service that enables a successful launch of Lucidscale with personalized consulting designed to help drive deeper adoption and assist in tailoring views to meet your unique goals.

Lucid customers will:

• Participate in an art of the possible session that explores opportunities and custom views based on user groups and/or personas.
• Receive creation of custom views discovered.
• Engage in a live training session which will include a review of the custom views created.
• Join a best practices session around document maintenance of provided custom views.

Lucid customers will be expected to:

• Provide sufficient access to key stakeholders for the session and related documentation.
• Work with Lucid to ensure work can be completed within a reasonable amount of time.
• Initiate the service no later than two months prior to expiration. 
• Provide access to organizations Lucidscale Models for custom view creation or allow for Lucid to build within its own environment custom views comparable to custom requirements. 
• Inability to provide these elements may delay or put at risk the service delivery.

Lucidscale Premium Launch must be scheduled a minimum of two weeks in advance and used within six months from purchase date. If not used within six months, the customer will not be entitled to any refund for any prepaid associated fees. This service does not auto-renew.

Post-service content / view maintenance or support will require a new engagement and must be contracted with Professional Services separately.

Lucid FedRAMP customers will receive:

• Project management support during the migration of users and data from Lucid commercial server to FedRAMP server
• Consultation on user communication and migration timeline planning
• Recreation of user profiles and licensing within FedRAMP environment
• Triaged users support of up to two (2) weeks (14 calendar days) post-migration
• **Migration is subject to availability and will be delivered on a first come, first serve basis, however, migration planning can begin immediately

To be successful, Lucid FedRAMP Customers will need to provide:

• Authorization to send email communications to all Lucid users regarding important migration details and deadlines

NOTE: FedRAMP migration services do not include the re-establishment of document folder structures and/or sharing permissions, nor do they include services for any subsequent migration needs. Each migration in the FedRAMP server will require the purchase of migration services.

FedRAMP Account Migration for Public Sector services must be used with 90 days from the purchase date. If Customer does not use within 90 days, Customer will not be entitled to any refund for any prepaid associate fees.

Customers requiring a change to their existing data residency will receive the following via the Data Region Account Migration Service:

• A full account transfer of all User profiles, teams, licensing, folder structures, documents, etc. within the Customer’s current data region to the desired data region, as identified on their Order Form
• Establishment of domain control once the account is located in the desired data region
• Templated user communications to inform of migration details and required blackout dates

Customers purchasing the Data Region Account Migration service acknowledge the following:

• Confirmed migration dates are subject to availability and will be scheduled on a first come, first serve basis, but will be performed within a commercially-reasonable period of time following purchase; migrations are typically performed within 90 days, however, Lucid reserves the right to extend that timeframe in its reasonable discretion
• The Confluence Cloud integration for Lucidspark or Lucidscale, if enabled, must be unlinked prior to the migration
• A blackout period of up to 72 hours may be required to complete the migration, during which period Users will not have access to the Lucid Services

The Data Region Account Migration Service expires once the account has been migrated to the data region listed on the customer’s Order Form and will not automatically renew.

AGILE SUCCESS PACKAGES

The Foundational Agile Success Package contains all the configuration, training, enablement, and rollout support necessary to leverage Lucid’s Agile functionality at scale, enabling faster time to value and enhanced collaboration.

Included in this package, Lucid Customers will receive:

• One (1) Technical Configuration; which includes (if applicable) a basic review & configuration of:
  
  • Allocation of licenses
  • Enablement of key productivity and Agile related integrations
  • Enablement of domain control
  • Consolidation of free and paid users on the customer’s verified domain(s)
  • Setting up SSO/SAML and SCIM
  • Formal enablement and communication plan, including the scheduling of all free or purchased trainings
• Two (2) Live Training Labs
  • See service description above for details (link)
• One (1) Agile Collaboration Health Assessment; which includes:
  • Access to our Visual Collaboration Questionnaire to evaluate how teams are currently collaborating
  • Participation in a System Diagnostics session to evaluate their agile systems
  • Participation in a Debriefing Workshop to review results from the questionnaire and system diagnostic session, and associated recommendations for achieving success
• One (1) Lucid for Agile Core Workflow; which includes:
  • Setup of all applicable Agile teams and Programs in Lucid, along with relevant access
  • Receive 5-6 premium templates, updated to match Customer’s branding, and lightly tailored to Customer’s current workflow
  • On-demand content and live enablement sessions to bring all participants up to speed with how to be successful in Lucid.

Customer will be required to provide sufficient access to key stakeholders to allow Lucid to deliver the service within a reasonable time frame. Customer’s failure to provide the required elements may delay or put delivery of the success package at risk.

The services included in this package must be scheduled to begin within three months from the purchase date, and must be completed within twelve months from the purchase date. If not used within twelve months, Customers will not be entitled to any refund for any prepaid associated fees. Ongoing content and/or template maintenance, or other similar support services after the expiration of the package must be purchased separately. This service does not auto-renew.

The Enhanced Agile Success Package contains all elements of the Agile Success Package - Foundational, and adds additional training and consulting support to support some of the customers most pressing Agile initiatives.

Included in this package, Lucid Customers will receive:

• Everything included in Agile Success Package - Foundational
• Two (2) additional Live Training Labs
  • See service description above for details (link)
• One (1) Agile Collaboration Consulting, which includes:
  • Agile use case / opportunity discovery and recommendations for closing the gap to success
  • Development of solutions as per recommendations
  • Delivery of designed solutions via a range of coaching, enablement, best practice sharing, etc.

Customer will be required to provide sufficient access to key stakeholders to allow Lucid to deliver the service within a reasonable time frame. Customer’s failure to provide the required elements may delay or put delivery of the success package at risk.

The services included in this package must be scheduled to begin within three months from the purchase date, and must be completed within twelve months from the purchase date. If not used within twelve months, Customers will not be entitled to any refund for any prepaid associated fees. Ongoing content and/or template maintenance, or other similar support services after the expiration of the package must be purchased separately. This service does not auto-renew.

The Comprehensive Agile Success Package contains all elements of the Agile Success Package - Enhanced, and adds additional training and ongoing consulting support to support customer Agile needs over the purchased period.

Included in this package, Lucid Customers will receive:

• Everything included in Agile Success Package - Enhanced
• Four (4) additional Live Training Labs
  • See service description above for details (link)
• One (1) Lucid for Agile Expert on Retainer, which includes:
  • 16 Professional Service Consultation Hours each month of the Subscription Term, beginning 3 months after the subscription term begins (or 9 months total), typically used for activities such as:
    • Setting up internal champion networks with the customers agile users 
    • Mini diagnostics and build things as needed for them
    • Attendance, facilitation, or support during standard events
    • Regular Lean Coffee sessions with Agile coaches and SMs
  • Unused hours expire at the end of each month
  • Customer may be advised to purchase additional Professional Service Consultation Hours in the event any single activity requires more than 10 hours in a given month

Customer will be required to provide sufficient access to key stakeholders to allow Lucid to deliver the service within a reasonable time frame. Customer’s failure to provide the required elements may delay or put delivery of the success package at risk.

The services included in this package must be scheduled to begin within three months from the purchase date, and must be completed within twelve months from the purchase date. If not used within twelve months, Customers will not be entitled to any refund for any prepaid associated fees. Ongoing content and/or template maintenance, or other similar support services after the expiration of the package must be purchased separately. This service does not auto-renew.

The Agile Success Package - Proof of Concept enables customers to experience the difference Lucid brings to their Agile practices. As distinguished from demos, this offering will emphasize hands-on interaction with customers in Lucid, using the Big Room Planning use case. 

Lucid customers will receive:

• Assistance with configuration of trial licenses
• On-demand education
• Use Case simulation of Big Room Planning
• Up to 2 Q&A sessions to explore Lucid functionality
• Debrief workshop with recommendations on next steps

Customer will be required to provide roughly 10 hours of availability from 5-10 key stakeholders to allow Lucid to deliver the service within (at most) a 6-week time period. Customer’s failure to provide the required access may delay or put delivery of the service at risk.

The service must begin within one week of the purchase date, and must be completed within six weeks from the purchase date. If not used within six weeks, Customers will not be entitled to any refund for any prepaid associated fees. Ongoing content and/or template maintenance, or other similar support services after the expiration of the service must be purchased separately. This service does not auto-renew.

ENTERPRISE NEW LOGO PACKAGES

Enterprise Basic

Lucid Customers will receive:

• All Lucid Suite Select Implementation Package resources

Enterprise Starter

Lucid Customers will receive:

• All Lucid Suite Select Implementation Package resources

• Two (2) standard training webinars 

Enterprise Deluxe

Lucid Customers will receive:

• All Lucid Suite Select Implementation Package resources

• Two (2) standard training webinars 

• One Use Case Optimization service as described below:

• Includes one premium pre-built template (updated to match company branding), pointers to key on-demand content, and 1 one-hour enablement session designed to drive success in a customer identified use case

• Lucid customers will be expected to: provide sufficient access to key stakeholders and partner with Lucid to ensure work can be completed within a reasonable timeframe. Inability to provide these elements may delay or put at risk the service delivery.

• This Use Case Optimization service must be scheduled and initiated no less than 120 days following, and concluded no more than 180 days, from purchase date. If Customer does not use within the noted days, Customer will not be entitled to any refund for any prepaid associated fees and will not auto-renew.

SUPPORT SERVICES

Premium Support

Lucid Customers will receive:

• A designated technical support manager
• The ability for account admins to book a 1:1 meeting with their technical support manager for troubleshooting or consultation, which will be scheduled within 1 business day of the request
• Constant monitoring of support cases and associated data to proactively identify and address any technical issues or challenges
• Guaranteed support operating hours and response time SLAs:
  • Urgent (P1): 1 hour
    • Subscription service is unavailable: An error or other issue severely impacts a critical customer business function, and no workaround is available.
  • High (P2): 2 hours
    • Subscription service is frequently unavailable: An error or other issue affects key functionality of a subscription service or causes significant performance degradation of a subscription service and no workaround is available, but some subscription service features remain functional.
  • Medium (P3): 1 business day
    • Subscription service is intermittently unavailable: An error or other issue has minor impacts on functionality or causes minor performance degradation, but subscription service features remain functional.
  • Low (P4): 1 business day
    • Any other subscription service issue including minor and cosmetic issues
• After-hours support may be performed by Lucid employees located in the United States, Australia, or the Netherlands, which may require access to Customer Data.