Lucid Software Product and Professional Services Additional Information

Lucid Software Product or Professional Services Name

Description

PRODUCTS/ SUBSCRIPTIONS

 
Lucid Core BundleLucid Core Bundle includes both the Lucidchart Enterprise and Lucidspark Enterprise Subscription Services.
Lucidscale Explorer

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:
    • Lucidchart and/or Lucidspark User Welcome Kit(s)
    • On-demand Webinars
    • Domain Control & User Consolidation (if requested)
    • Lucid Learning Campus:
      • Tutorial videos & quick-start guides
      • Lucid Training Labs 
    • Technical setup instructions & documentation located in the Lucid Help Center

Lucid Suite Select 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 Suite Select Implementation Package

Lucid Customers will receive:

  • One (1) one-hour (or less) live configuration session with an Implementation Specialist
  • 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 Suite Select Plus Implementation Package

Lucid Customers will receive:

  • One (1) one-hour (or less) live configuration session with an Implementation Consultant
  • 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 Suite Preferred Implementation Package

Lucid Customers will receive:

  • Up to two (2) hours with an Implementation Consultant used towards technical configuration and integration efforts
  • Two (2) standard training webinars
  • Up to four (4) hours with an Implementation Consultant used towards:
    • User group use case development & coordination (basic)
    • Long-term rollout & adoption planning
  • 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 four (4) hours with an Implementation Consultant used towards technical configuration and integration efforts
  • Four (4) standard training webinars
  • Up to eight (8) hours with an Implementation Consultant used towards:
    • User group use case development & coordination (advanced)
    • Long-term rollout & adoption planning
    • L&D content development
    • Internal wiki development, assets, & best practices
  • Up to two (2) hours for customizing user communication templates
  • 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.

Lucidscale Essentials Implementation Package

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

Lucidscale Select Implementation Package

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.

Lucidscale Select Plus Implementation Package

Lucid Customers will receive:

  • One (1) 30-minute (or less) live import session with an Implementation Consultant
  • One (1) one-hour (or less) live consulting session with an Implementation Consultant
  • 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

 
Training: Live Training Lab

One (1) 60-90 minute private, interactive training lab for up to 50 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.

 

Training: Standard Webinar

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.

 

Training: Lucid Learning Café (Q&A Session)

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.

 

Training: Getting Started Using Lucid's Visual Collaboration Suite (retired)

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.

 

Training: Lucidchart Essentials (retired)

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.

 

Training: Diving Deeper with Lucidchart (retired)

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.

 

Training: Training Credit (retired)

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.

 

Webinar Training (Standard) (retired)

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.

 

Training: Onsite Trainer (Single Day)

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.

 

Training: Onsite Trainer (Additional Day)

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.

 

SOLUTIONS CONSULTING

 
Professional Services Consultation Hour

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

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

Solutions Consultant Onsite (One Day)

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.

 

Solutions Consultant Onsite (Additional Day)

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.

Custom Template Development

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.

Guided Use Case Enablement

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.

Creative Facilitation Coaching

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.

Document Migration

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.

 

Suite Transition Support

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
  • Migration support for limited key documents (assumes ~10 documents needing manual migration)
  • 20 customizable Lucid Expert Hours for:
    • Power user coaching,
    • Change management support,
    • Partnering with the internal L&D 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)
FedRamp Account Migration for Government

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 Government services must be used with 120 days from the purchase date. If Customer does not use within 120 days, Customer will not be entitled to any refund for any prepaid associate fees.

SOLUTIONS ENGINEER SERVICES

 
Custom Development Hour

One (1) hour of custom development by a Solutions Engineer.

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

 

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