HYPE Success Program Statement of Work

Consulting

Each Plan includes certain Consulting Services. The table below provides an overview of what’s included in each Plan followed by a more detailed service description for each Service.

Assigned Customer Success Manager. HYPE assigns a Customer Success Manager ("CSM") to each Customer to ensure that HYPE understands the Customer’s goals and supports the Customer to achieve them. The CSM serves as the Customer’s primary point of contact at HYPE.
 

Assigned Lead Consultant. If the Customer chooses a Gold or Platinum Plan, HYPE will additionally assign an experienced Lead Consultant to the Customer’s account, who understands the Customer’s goals and supports the Customer with expert knowledge and advice for finding solutions to specific needs.
 

Innovation Manager Enablement (People, Software & Process Best Practices).  A one-off training program designed to help new customers succeed with HYPE. The program consists of a set of essential training sessions covering people, software, and process best practices related to idea and innovation management and the use of HYPE’s software. The scope of the training program depends on the selected Plan, and Software purchased by the Customer, and is detailed below.

 
Where available, Customer can request an onsite session, in which case travel time and costs are invoiced separately. The Excluded items from above are available to be purchased separately as needed. Currently only available for Customers new to HYPE purchasing Innovate, Partnering, or Boards.

Strategic Review of Your Innovation Program. An annual strategic review designed to ensure the customer is on track to meet the strategic goals of their innovation program, with actionable recommendations. The scope of the review depends on the selected Plan, and is detailed below.

 
Where available, customer can request an onsite session, in which case travel time and costs are invoiced separately. The Excluded items from above are available to be purchased separately as needed. Currently only available for Customers new to HYPE purchasing Innovate, Partnering, or Boards.

Quarterly Business Reviews.  Your Customer Success Manager will meet with you on a quarterly basis to review the current status of your innovation program based on our best practice framework and help you identify next steps for, or areas in need of, improvement.

Service Pack. Included Service Pack hours can be used for standard rate consulting or support activities actively offered by HYPE but can't be used for, or combined with, other reduced rate offerings, such as the initial implementation project.

These prepaid hours are assigned to and usable by a named employee of your company. The number of hours used is reset every 12 months calculated from the beginning of the contract period. Unused hours are not carried over to the next 12-month period and expire at the end of the contract.
 

Professional Service Rate Discount. Customers receive a list price discount respectively for purchasing additional professional services from HYPE on top of their Success Plan. This discount cannot be combined with other discounts or offerings with a reduced hourly rate, such as Service Packs, and doesn't apply retroactively for past purchases and travel time or costs.

The Innovation System Coaching Program. The Innovation System is HYPE’s online coaching program for corporate innovators. The Innovation System has been designed for leaders, managers, and employees of medium and large organizations and walks you through the fundamentals of innovation management and guides you in building and scaling your corporate innovation program, as well as in creating a culture of innovation.

The number of user licenses available for your organization depends on the Plan you’ve selected. In Silver and Gold, your CSM invites designated users to the online platform used for the program. In Platinum, your CSM provides you with a unique link people in your organization can use to self-register.

Included:

(i)         Access to the course platform with 26 video lectures, including many practical examples and useful frameworks

(ii)        10+ practical Excel and PowerPoint templates and assignments that guide you in creating an innovation program for your organization

(iii)       Innovation Manager certification

(iv)       Peer matchmaking, subject to availability of candidates
 

HYPE Event Tickets. Tickets are valid for any event organized by HYPE and can be used by one person for different events, or by multiple people for one event. Tickets are assigned to and administered by a named employee of your company.

The number of tickets used is reset every 12 months calculated from the beginning of the contract period. Unused tickets are not carried over to the next 12-month period and expire at the end of the contract.

HYPE reserves the right to determine the timing and content of organized events and doesn’t guarantee that relevant events would be organized every year. Should the Customer not find a suitable event in a given year, they can exchange each unused Event Ticket to one user license for the Innovation System Coaching Program prior to the expiration of the Ticket (as described above).

Annual Product Roadmap Reviews. This Service gives the Customer an opportunity to review the product roadmap, provide in-depth feedback, and explain their specific requirements with the Product Manager for each of the HYPE modules the Customer has purchased once per year.

Support Operations

Technical Support. The customer’s designated platform owners get access to technical support to: 

• Resolve potential technical issues with their services (bug handling or hosting incidents)
• Coordinate the implementation of changes in the operation phase (change requests)
• Answer questions or give directions (support requests) 

All work on support or change requests will either be billed separately or deducted from any active Service Pack the customer has in increments of starting 30 minutes.
 

Online Help Center. The customer’s designated platform owners get access to currently available technical documentation, release notes, and product manuals for self-service support, and to help users learn to use the software effectively.

Assigned Technical Support Analyst. A technical support analyst who knows the customers’ goals and configuration, helps them understand how the software works, and provides tactical advice on how to make the most out of it. Work performed by the analyst uses hours that are included in the Service Pack, and if exhausted, is billable at the standard hourly rate.

Uptime SLA. All Success Plans have a guaranteed uptime of 99.5%, calculated on a yearly basis as described in HYPE’s Service Level Commitments (“SLCs”). SLA applies only to SaaS products hosted with HYPE’s current default hosting option.

Cloud Services

Basic IT Setup. Basic system setup to HYPE's standard cloud hosting option is included for HYPE Innovate, Partnering, and Boards SaaS customers.

Included in Basic IT Setup:

(i)         Setup of a production system to customer's preferred cloud region (based on currently available options defined by HYPE)

(ii)        Configuration of security settings

(iii)       Setup of a system URL

(iv)       Setup of email notifications

(v)        Monitoring setup

(vi)       Initial data upload of users (via a prefilled Excel-sheet from the customer)

Excluded in Basic IT Setup:

(i)         Setup to non-standard hosting options

(ii)        Advanced Setup and IT Integration, including SAML SSO

(iii)       Historical data imports (such as ideas and comments from a previous system)

(iv)       Other enterprise system integrations

(v)        System configuration to meet customer business requirements

Only included for new customers. Customer can choose to purchase the excluded items for an additional fee. Advanced Setup and IT Integration is a reduced rate upgrade for this item. Should the Customer select the upgrade, the customer will not be eligible for additional refunds or credit from this item.

Cloud Hosting. HYPE's Standard Cloud Hosting is included in the SaaS license fee. Other options are available for an additional fee. The Customer’s Sales Order determines the selected option. Further details available in the SLCs for support and hosting services.
 

Data Backup. HYPE manages data backup for all SaaS customers. The Success Plan tier determines the frequency and number of backups available to be used should the data need to be restored. Further details available in the SLCs for support and hosting services.

Offsite Data Backup. For increased resilience in disaster recovery scenarios, customer data can additionally be backed up at another physical location. Available only for Google Cloud Hosting. Further details in the SLCs for support and hosting services.

Additional Test & Staging Environments. Depending on the selected Plan, Customers with HYPE’s standard Cloud Hosting option receive access to test/staging environment(s) for testing, training, and development purposes. The included test/staging systems are small instances (max. 10 concurrent users, demo data only) and not suitable for production use or data. Should such an environment be inactive or remain unused, HYPE may temporarily pause or shut down such environments, provided it has mechanisms for promptly restoring these to operation when needed. Additional test/staging environments beyond the included number can be purchased by customers in all Plans, and in non-standard hosting options, for an additional fee.
 

Enterprise Document Storage. All Success Program Customers in Standard Cloud Hosting get complimentary data storage for uploaded files, and a complimentary email quota. The amounts depend on the selected Plan tier, as described in the table above. Overage is invoiced on a monthly basis.

Additional storage costs 1 Euro (1 USD) per GB per month.

Email quota refers to the number of emails sent per month using the email server managed by HYPE. Silver: twice the number of users licensed; Gold: three times the number of users licensed; Platinum: five times number of users licensed. The cut-off date for the calculation is the 1st day of the month. Additional emails are charged at 0.01 Euros (USD) per email.
 

Hosting Infrastructure Customization. Depending on your Plan, you have access to different hosting infrastructure customization options as indicated below.

Please note that Hosting Infrastructure Customization indicates which customization options are available. Configuration of the options available for Silver is included in the Basic Setup, more advanced configurations need to be purchased separately, as do subsequent change requests for these settings.