Professional Services Offerings

Contentful Professional Services provides consultation, best practices, training and expert advice for the Contentful platform. Packaged Onboarding 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.

Quickstart

Quickstart Onboarding is a four-week program that guides customers through the most important aspects of building digital products with Contentful. All sessions for the Quickstart Onboarding are held remotely. Customer will be assigned a consultant from the Professional 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 or Localization or General Q&A session
• Project closeout

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

Premium Onboarding

Premium Onboarding is an eight-week program that guides customers through the most important and advanced aspects of building digital products with Contentful. Customer will be assigned a consultant from the Professional 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.

Essential Onboarding

Essential Onboarding is a four-week program covering three fundamental aspects of any Contentful implementation. All sessions for the Essential Onboarding are held remotely. Customer will be assigned a consultant from the Professional Services team who will engage in the following activities:

• Introduction call & discovery
• Content modeling essentials
• Developer essentials training
• Editorial essentials training
• Project closeout

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)
• Content Editor(s) / Content Strategist(s)
• Other roles as required

Customer will ensure that any workshops are organized within the period of performance.

Completion Criteria

The Professional Services will be complete when the earlier of any of the following occur:

• All sessions have been delivered; 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.

• Onsite Services. If Contentful is providing the Professional Services under a Service Order onsite at Customer’s premises, Contentful employees providing such onsite services will adhere to Customer’s applicable and reasonable rules and regulations regarding safety and security. Customer will provide Contentful reasonable access to Customer’s premises and facilities, as needed, to enable Contentful to provide the onsite services.

• Remote Services. If Contentful is providing the Services under a Service Order remotely, 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 onsite professional services, Contentful may charge the Customer for the rescheduled services based on the following:

• With 7 calendar days’ or less prior written notice - up to 100% of the rescheduled services based on estimated hours and applicable hourly rates;
• With 8-14 calendar days’ prior written notice - up to 50% of the rescheduled services based on estimated hours and applicable hourly rates.

If Customer reschedules remote 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;
• With 4-7 calendar days’ prior written notice - up to 50% of the rescheduled services based on estimated hours and applicable hourly rates.