Professional Services Agreement
Implementation: JUNO Client Success (“CS”) Response Times & Responsibilities during implementation:
JUNO’s CS team operates in accordance with the timeline below. In order to best achieve these response times, communication must be executed via JUNO’s project management system. Items below are based on the planned go-live date of the platform upon completing the implementation.
- 4 to 8 weeks out: 2-3 business days
- 2-3 weeks out: 1-2 business days
- Less than 2 weeks out: 0-1 business days
Key JUNO Responsibilities:
- Implementation timeline management
- Platform training resources
- Engagement plan
Key Client Responsibilities:
- Brand, logo, & image collateral
- Interest tags
- Additional content collateral
- Course & lesson collateral (for learning only)
- Forum topics (for community only)
As referenced by the Sales Order Form, JUNO team will work with the client to deﬁne the Implementation Timeline, which is based on important Client dates; including but not limited to: integration deadlines, content imports, and other key exposure dates as determined by the Client and JUNO. All content required by JUNO must be provided in accordance with the timeline to ensure JUNO is able to comply with the Implementation Timeline.
The Implementation Timeline will cut off at least 3 business days prior to the planned go-live date. Content provided after this time is not guaranteed to be implemented prior to go-live or may require a change request.
Post Implementation Support: JUNO Client Success (“CS”) Response Times & Responsibilities post implementation:
JUNO’s CS team will aim to respond to all requests within 1-2 business days. All requests from the client should continue to come through JUNO’s project management platform. JUNO will work with the Client to ensure we fully understand the professional services requested and can complete the task within the requested time frame. If a request for support is expected to be outside the scope of available hours, JUNO will let the Client know prior to starting the work and may require a separate scope of work.