ADDITIONAL SERVICES

The additional services described below are provided pursuant to an Order Form entered into by Customer and Gong. Descriptions for Services not specifically listed on your Order Form do not apply. The Services below will be available to you for the duration of the Subscription Term described in your Order Form. The Services below are non-refundable, and unless otherwise described below, must be consumed within the Subscription Term, and may not roll-over into other periods. These Services are limited to a single Gong instance and are limited to Gong generally available features only. 

All capitalized terms not defined below, will have the meanings ascribed to them in the subscription terms referenced in your Order Form.

PREMIUM SUCCESS
SIGNATURE SUCCESS
IMPLEMENTATION – LITE
IMPLEMENTATION – ADVANCED
TAILORED TRAINING
MANAGED SERVICES

PREMIUM SUCCESS

Description of Service:
Gong will provide customer support, customer success, and implementation services as a part of the PREMIUM SUCCESS Services. The following are specific components that will be provided to Customer.

Customer Support:
Gong will provide access to its support team weekdays 5am – 6pm Pacific Time time via an online portal and live chat, including a 1 business day initial response SLA.

Customer Success:
Gong will provide a dedicated customer success manager responsible for offering guidance around adoption, change management, and best practices focused on Customer’s business objectives. 

Implementation Services:
Gong will provide one (1) IMPLEMENTATION – LITE for new Customers only.

SIGNATURE SUCCESS

Description of Service:
Gong will provide customer support, customer success, and implementation services as a part of the SIGNATURE SUCCESS Services. The following are specific components that will be provided to Customer.

Customer Support:
Gong will provide support from a team of experts weekdays 5am – 6pm Pacific Time via an online portal and live chat, with the following SLAs: 

Priority Level

Response Time

Update Frequency

Availability

Urgent

1 hour

Hourly

5am – 6pm PT

High 

2 hours

2x Daily

5am – 6pm PT

Normal 

4 hours

Daily

5am – 6pm PT

Low

8 hours

Weekly

5am – 6pm PT

Priority Definitions

Priority Level

Description

Urgent

Critical production issue affecting all users rendering the entire product unusable, no workarounds available.

High

Major product functionality is impacted or significant performance degradation. Issue is persistent and affects the majority of users and/or major product functionality. No reasonable workarounds available.

Normal

System performance issue or bug affecting some users, short-term workaround is available, but continues to negatively impact usability.

Low

General product question, information requested on product capabilities, navigation, configuration or best practices.

Customer Success:
Gong will designate a customer success manager responsible for offering guidance around the adoption, change management, and best practices focused on Customer’s business objectives.

Implementation Services:
Gong will provide one (1) IMPLEMENTATION – ADVANCED for new Customers only.

Tailored Trainings:
Gong will provide one (1) TAILORED TRAINING per quarter for Customer.

Managed Services:
Gong will provide eight (8) hours per quarter of MANAGED SERVICES for Customer.

IMPLEMENTATION – LITE

Description of Service:
Gong will conduct up to eight (8) remote consultation sessions focused on account setup, connection setup, and use cases during this engagement with Customer. Implementation success is dependent upon Customer’s participation and ongoing engagement.

Project Schedule:
All implementation services must be consumed within 30 days from the commencement of your subscription term (or Start Date, as may be designated on your Order Form).   Any implementation services not consumed within said 30 day period will expire with no further credit or refund and shall have no value thereafter.

Activities are limited to the Gong product capabilities purchased on the Order Form by Customer.

Engagement Activities:
Gong Consultation Calls include up to eight (8), 1 hr sessions, with topics selected by Customer. Example topics may include:  

  • Review package activities, timelines, and engagement expectations
  • Guide Customer account setup (e.g., technical, compliance, account connection, etc.) best practices for primary use cases
  • Follow up Q&A consultation from Admin, Manager, and User live training(s)
  • Review and consult on Customer-built customizations (e.g., Trackers, Deal Boards, Scorecards, Subscriptions, etc.) and provide assistance with implementing recommendations
  • Address questions on product functionality, configuration best practices, and implementation tasks 

Gong Consultation:
Gong will assist Customer in configuration of its instance. Gong Consultation is a flexible approach that requires participation and ongoing engagement from Customer administrator(s) and business subject matter experts (“SMEs”). Consultation hours can be used to jointly execute Customer connections and configuration requirements, review Customer-owned configurations, review additional recommendations, or a combination thereof based on Customer preference. The following areas may be covered within Gong:

  • Company Settings
    • General, authentication, workspaces, and notifications
    • Team member profiles, access, and permission profiles
    • Team member provisioning options
  • Data Capture Connections
    • CRM integration
    • Telephony system connection
    • Customer Relationship Management (CRM)
    • Web conferencing
    • Calendar and email
  • Security Settings and Consent
    • Recording settings
    • Recording consent options
    • Data protection and privacy options
    • SSO authentication
  • Technical Consultation of Gong API’s
  • Account Configuration / Customization
    • Trackers
    • Library
    • Dealboards
    • Scorecards
    • Deal Subscriptions

Gong Training – Managers and Team:
Gong will provide unlimited access to all training and content in Gong Academy. Gong Academy content includes: 

  • Self-paced content for administrators, front line managers, sales teams, etc. 
  • Pre-recorded live training sessions. 
  • Access to register for interactive live weekly trainings designed to get users started with Gong in the following areas:
  • Reviewing calls
  • Reviewing deals
  • Finding calls
  • Tracking progress

Customer Resources:
Customer will provide at least one resource that will serve as the primary Gong Administrator and be responsible for all configuration activities during the engagement. Additionally, Customer agrees to provide the following resources throughout the engagement:

  • Project manager
  • Sales process leaders and SMEs (e.g., sales managers, operations personnel)
  • Executive sponsor(s)

Engagement Assumptions:
This package requires Customer’s active participation and coordination for project success. Delay by Customer with respect to the items below may cause delay or preclude Gong’s ability to provide the services. 

  • Implementation activities are limited to a single Gong instance and Gong generally available features. 
  • Customer is responsible for the connecting integrations and customization of the Gong instance during this engagement.
  • Customer will provide at least one resource that will serve as the primary Gong Administrator and be responsible for all configuration activities during the engagement.
  • Customer will promptly provide the necessary decisions on security, consent, and connections that allows the launch of Gong to occur.
  • Customer is responsible for scheduling and coordinating Customer resources for any collaborative use case sessions in a timely fashion.

IMPLEMENTATION – ADVANCED

Description of  Service:
Gong will conduct a series of planning, training, account setup, connection setup, and use case configuration sessions during this engagement with Customer as described below. Implementation success is dependent upon Customer’s participation and ongoing engagement.

Project Schedule:
All implementation services must be consumed within 60 days from the commencement of your subscription term (or Start Date, as may be designated on your Order Form). Any implementation Services not consumed within said 60 day period will expire with no further credit or refund and shall have no value thereafter. 

Activities are limited to the Gong product capabilities purchased on the Order Form by Customer. 

Engagement Activities:
A Gong main point of contact will work with Customer to align the following activities with Customer’s priorities, as follows: 

  1. Planning and kickoff
  2. Admin education
  3. Account setup
  4. Launch data capture
  5. Manager and team training 
  6. Use case configuration sessions

1 – Planning and Kickoff: Gong will deliver a series of sessions to prepare for the Customer’s implementation of Gong. This may include planning, kickoff, and alignment sessions with the Customer’s project manager and/or project team. During planning and kickoff, Gong will focus on the implementation success criteria, consent requirements, and systems to be connected (integrated). Decisions during Planning and Kickoff meetings which will drive priorities to Launch Gong Data Capture and ongoing Configuration activities. 

2 – Admin Education: Gong will provide one (1) admin overview session as an introduction to Gong platform settings. This will include a review of Company, People, CRM, Data Capture, and Data Export settings. This session is relevant for Customer’s Business Admin(s) and Technical Admin(s) – who will be responsible for initial Account Setup activities during this engagement. Based on Customer’s availability, this session will be delivered in a live online format that is standardized for all customers.

3 – Account Setup: Following Admin Education, Gong will provide consultative sessions where Customer will configure the appropriate systems connecting to Gong that allow for data capture.  As connecting additional Customer systems to Gong will improve data insights for Customer, Gong will provide ongoing recommendations to ensure appropriate Account Setup for Customer for the duration of this engagement. Account Setup includes up to four (4) hours of consultation.

4 – Launch Data Capture: Gong will work with Customer to ensure that enabling Gong Data Capture is as seamless as possible for Customer. Gong and Customer will review Gong Settings, Customer communication plan, and overall Customer readiness to provide a smooth launch. Customer is responsible for executing the communication plan to Customer’s employees.

5 – Gong Training – Managers and Team: Gong will provide unlimited access to all training and content housed within the Gong Academy. Gong Academy content, includes, for example:

  • Self-paced content for administrators, front line managers, sales teams, etc. 
  • Pre-recorded live training sessions. 
  • Access to register for interactive live weekly trainings designed to get users started with Gong in the following areas:
  • Reviewing calls
  • Reviewing deals
  • Finding calls
  • Tracking progress

As a part of this engagement, Gong will provide one (1) TAILORED TRAINING to Customer after Step 4-  Launch Data Capture. Gong and Customer to mutually agree upon dates/times and training delivery approach. 

6 – Use Case Configuration Sessions: Gong will provide a series of use case customization and configuration sessions for Customer after Step 5 – Gong Training – Managers and Team has been completed and/or otherwise mutually agreed. Sessions will focus on the mutually agreed goals as detailed in during Planning and Kickoff. Use Case Configuration includes up to four (4) hours of consultation.  

Gong Consultation:
Gong will assist Customer in configuration of its instance. Gong Consultation is a flexible approach that requires participation and ongoing engagement from Customer administrator(s) and business subject matter experts (“SMEs”). Consultation hours can be used to jointly execute Customer connections and configuration requirements, review Customer-owned configurations, review additional recommendations, or a combination thereof based on Customer preference. The following areas may be covered within Gong:

  • Company Settings
    • General, authentication, workspaces, and notifications
    • Team member profiles, access, and permission profiles
    • Team member provisioning options
  • Data Capture Connections
    • CRM integration
    • Telephony system connection
    • Customer Relationship Management (CRM)
    • Web conferencing
    • Calendar and email
  • Security Settings and Consent
    • Recording settings
    • Recording consent options
    • Data protection and privacy options
    • SSO authentication
  • Technical Consultation of Gong API’s
  • Account Configuration / Customization
    • Trackers
    • Library
    • Dealboards
    • Scorecards
    • Deal Subscriptions

Project Workbook:
Gong will work with Customer collaboratively to maintain a project workbook to aid in scheduling of all engagement activities. The project workbook will detail activities, owners, dependencies, and overall status of the engagement and aid in scheduling and coordinating resources and sessions between Gong and Customer. 

Project Management:
Gong will provide a main point of contact throughout this engagement. During project kickoff, the Gong resource will discuss timeline constraints with Customer and ensure that all parties agree to a project timeline. The Parties will mutually agree on launch and success measures as a component of this project. The Gong resource responsibilities may include:

  • Creating and managing a project workbook with Customer that will define the tasks, dependencies, timelines, action items and resources for the project. 
  • Authorizing Gong personnel and managing assigned Gong personnel according to the defined scope of the project.
  • Creating, maintaining, executing, and monitoring project plans.
  • Providing weekly status reports focusing on budgets, scope, and timeline.
  • Managing any major changes in scope and notification to Customer of such change.
  • Managing Customer expectations and resolving issues escalated by Customer’s project manager.
  • Identifying and mitigating project risks and issues. 
  • Issue tracking until resolution is achieved.
  • Formulating and executing project team communication plans.
  • Providing direction and support to project teams within scope of the project.

Customer Resources:
Customer will provide at least one resource that will serve as the primary Gong Administrator and be responsible for all configuration activities during the engagement. Additionally, Customer agrees to provide the following resources throughout the engagement:

  • Project manager
  • Sales process leaders and SMEs (e.g., sales managers, operations personnel, etc.)
  • Executive sponsor(s)

Engagement Assumptions:
This engagement requires Customer’s active participation and coordination for project success. Delay by Customer with respect to the below items may cause delay or preclude Gong’s ability to provide the services.

  • Implementation activities are limited to a single Gong instance and Gong generally available features. 
  • Customer is responsible for the connecting integrations and customization of the Gong instance during this engagement.
  • Customer will provide at least one resource that will serve as the primary Gong Administrator and be responsible for all configuration activities during the engagement.
  • Customer will promptly provide the necessary decisions on security, consent, and connections that allows the launch of Gong to occur.
  • Customer is responsible for scheduling and coordinating Customer resources for any collaborative use case sessions in a timely fashion.

TAILORED TRAINING

Description of Service:
Gong will conduct tailored training and coordinate dates and times with Customer as described below. Implementation success is dependent upon Customer’s participation and ongoing engagement.

Engagement Activities:
The Tailored training dates/times will be mutually agreed and coordinated by Gong. 

A Tailored Training engagement includes:

  • *One (1) private training for Managers delivered over two (2) x 45 minute sessions
  • *One (1) private training for revenue professionals delivered over two (2) x 45 minutes sessions

*It is highly recommended that the content be delivered over two (2) x 45 minute sessions to improve attendee content retention, but may be delivered in one (1) x 1.5 hour workshop if mutually agreed.

Below are sample agenda topics for the tailored training: 

  • Understand what Gong is and how it works.
  • Understand how to surface insights from your team’s conversations and coaching moments.
  • Learn best practices for reviewing calls, coaching and sharing content with your team and/or organization.
  • Identify strengths and areas of opportunity for your team. 
  • Get your questions answered about how Gong can help you be more successful.
  • Get visibility into deals and how you can identify and eliminate risks in those deals. 
  • Understand the true state of your pipeline to accurately forecast which deals will close. 

Cancellation:
Customer may not cancel or postpone Tailored Training engagements less than five business days prior to scheduled delivery.  

MANAGED SERVICES

Description of Service:
The Gong Managed Services package is designed to provide flexibility and access to consulting, data, and technical resources to Customers who require such support on an ongoing basis. Through the Gong Managed Services package, Gong will provide remote customization, technical guidance, data analytics, and administrative support as described below.

Eligibility:
The Gong Managed Services package does not include implementation services and is only available to existing Customers of Gong for already-implemented Gong products. New Customers or Customers implementing a new instance or new Gong product must complete implementation of new products or instances before delivery of Gong Managed Services can begin for those products. 

Schedule:
Gong Managed Services services will start upon the commencement of your subscription term (or Start Date, as may be designated on your Order Form). Each Gong Managed Services package includes monthly resource hours as set out below through the Subscription Term. If Customer has a Subscription Term that includes a partial calendar month, the hours for the partial calendar month will be calculated on a pro-rata basis, rounded up to the nearest whole hour. 

The Gong Managed Services Package includes a designated Gong resource. The time spent in planning and managing the Gong Managed Services service will consume available hours from the package. 

Hours in the package are designed to be allocated and consumed on a monthly basis through the Subscription Term. Any hours allocated to a specific month and not consumed in that month will not be carried forward to a subsequent month and will be forfeited with no refund or credits.  

Service Hours:
Gong offers service hours, according to the following tiers: 

Managed Services Package

Lite

Standard

Enterprise

Monthly Hours

8 hrs

16 hrs

40 hrs

Scope:
Customer may use this package to complete the following tasks (subject to estimation by Gong and within the bounds of monthly hour limitations): 

  • Gong customization and maintenance (including user provisioning, trackers, deal boards, etc.)
  • Creation of data exports, reports, and analysis directly and only from Customer’s Gong instance(s).
  • Guidance on Gong “connections” to third party systems (e.g., dialers, web conferencing, CRM, etc.)
  • Single Sign-On (SSO) guidance
  • Gong API guidance 
  • Consulting on Gong’s pre-release product features 
  • All services will be provided remotely
  • Assistance with troubleshooting integrations into Gong products

Engagement Assumptions:
This package requires Customer’s active participation and coordination for success. The following requirements must be met. Delay by Customer with respect to the below items may cause delay or inhibit Gong’s ability to provide these Services.

  • Customer must have purchased and fully implemented Gong products.
  • Customer will provide at least one resource that will be the primary point of contact with the appropriate Gong Administrator access and be responsible for coordinating all Customer activities during the engagement.
  • Customer is responsible for the configuration of the Gong instance during the term of this engagement, except specific deliverables agreed to during planning sessions.
  • As appropriate, Customer will temporarily grant a Gong resource(s) Administrator access to Customer’s Gong account.
  • Package activities will be delivered in English.
  • Package activities requiring specific Gong technical experts may require up to two (2) weeks advance notice.