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.

Signature Success
Implementation: Standard
Implementation: Advanced
Implementation: Gong Essentials
Add-On: Forecast Implementation Services
Add-On: Forecast Lite Implementation
Add-On: Engage Implementation Services
Add-On: Engage Lite Implementation
Add-On: Engage Pilot Services
Tailored Training
Train The Trainer
Managed Services
Data Migration Services
Data Migration: Engage

Customer Success:

Gong will assist Customer in achieving its Revenue Intelligence Outcomes via a prescriptive approach that requires participation and ongoing engagement from Customer Program Manager(s), Executive Sponsors, and business users. The following areas are provided by the Gong Customer Success team: 

Adoption and change management support
Gong Change Management framework 
Communications and reinforcement strategy
Two Revenue Intelligence outcomes per year, leveraging Gong’s Initiative Based Approach:
Identify 2 key initiatives, define KPIs with leading and lagging indicators
Identify key stakeholders and core team
Configure product, define workflows for end users, and guidance for scale
Agile and iterative engagement to drive outcomes
Data insights and reporting related to customer’s defined initiative to include:
Hypothesis building and testing for defined initiative 
Quarterly Business Review and Value Engineering insights, based on analysis of KPIs for defined initiative
Data mindset for defined initiative
Usage reporting
Templated bi-weekly usage report delivered for user, manager, and manager+ cohorts

Training and Education:

As a part of the Signature Success service, Customer will receive access to ongoing training and education services from Gong. This includes up to twenty-four (24) TAILORED TRAINING sessions and one (1) TRAIN THE TRAINER session. 

IMPLEMENTATION: STANDARD

Description of Service:

Gong will conduct up to five (5) remote consultation sessions focused on account setup, connection setup, and use cases. 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 five (5), 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 the 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 APIs
Account Configuration / Customization
Trackers
Library
Dealboards
Scorecards
Deal Subscriptions
Adoption Reinforcement
Launch communication
Review adoption and KPI targets
Training planning

Gong Training – Managers and Team: Gong will provide unlimited access to all training and content in Gong Academy. Gong Academy content includes but is not limited to: 

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
Understanding Deals 

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 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 to permit the launch of Gong to occur.
Customer is responsible for timely scheduling and coordinating Customer resources for any collaborative use case sessions.

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 calendar 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: 

Implementation Kickoff
Integration Connections
Business & Privacy Settings
Use Case Customization
Launch Reinforcement
Gong User Training

1 – Implementation 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 – Integration Connections: Following kickoff, Gong will provide Gong Consultation 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.  The Integration Connection activity includes up to four (4) hours of Gong Consultation with Customer.

3 – Business & Privacy Settings: Gong will consult on best practices for configuring your exclusion lists for recorded meetings and email ingestion. Customize call sharing capabilities, retention period, and information redaction as needed. Review ability to purge customer data upon request via self-service.

4 – Use Case Customization: Following the Strategic Alignment call with Customer Success, a Gong consultant will review the connected integrations and Customer’s key goals to customize the Customer’s Gong instance. Gong Consultation includes best practices as defined below.

5 – Launch Reinforcement: 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, overview of Adoption Metrics, and overall Customer readiness to provide a smooth launch. Customer is responsible for executing the communication plan to Customer’s employees.

6 – Gong User Training: Customer will receive access to ongoing training and education services from Gong. This includes up to two (2) TAILORED TRAINING sessions. Additionally, 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

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, configuration requirements, review Customer-owned configurations, review additional recommendations, and 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 APIs
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 the 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 allow 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: Gong Essentials

Description of Services

Gong will conduct up to three (3) remote Gong Consultation Calls (up to 1 hour each) focused on configuration of the core Gong Revenue Intelligence Platform™. Implementation success is dependent upon Customer’s participation and ongoing engagement. All project-related communications and documentation will be in English.

Project Schedule: 

These 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) unless otherwise agreed by Gong. Any implementation services not consumed within said 30-day period will expire with no further credit or refund and shall have no value thereafter. 

Customer acknowledges that Gong’s ability to execute this fixed cost, scope, and duration project is highly dependent on timely completion of tasks and decisions assigned to Customer.  Customer’s failure to complete tasks and make decisions in a timely manner may result in project delays and additional fees. 

Customer is responsible for its resources and any third-parties it utilizes and assumes responsibility for any delays caused by such resources or third-parties’ inability to meet project timelines outlined in these terms.

Engagement Activities

Gong Consultation Calls include up to three (3) 1-hr sessions, with topics defined but not limited to the scope below:

Native integrations between Customer third-party applications and the Gong platform, such as the Gong-supported CRM, web conferencing, email/calendar, and telephony integrations; 
Gong business and privacy settings, such as recording consent settings, recording settings, and permission profiles;
One workshop to consultatively discuss either pipeline review processes, strategic initiatives, or advanced coaching best practices as they pertain to Gong; and
Post go-live office hours

Customer is responsible for completing Go-live planning and/the enabling of data capture for Customer subscribers. Gong will provide the documentation necessary for Customer to complete this task.  Completion of Go-live planning is a prerequisite to the workshop on pipeline review processes, strategic initiatives, and advanced coaching best practices.

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 additional recommendations, or a combination thereof based on Customer preference; in each case, relating to the Gong products purchased by Customer. The following areas may be covered within Gong Consultation:

Company Settings
General, authentication, workspaces and notifications
Team member profiles, access and permission profiles
Team member provisioning options
Data Capture Connections
Supported, native CRM integration
Supported, native web conferencing integrations
Supported, native email and calendar integrations
Supported, native telephony integration
Security Settings and Consent
Recording settings
Recording consent options
Data protection and privacy options
SSO authentication
Account Configuration
Trackers and Smart Trackers
Libraries
Deal Boards
Scorecards
Initiatives Boards
Adoption Reinforcement
Launch communication
Review adoption and KPI targets
Training planning

Gong Training

Customer will have unlimited access to all training and content in Gong Academy. Gong Academy content includes but is not limited to:

Self-paced content for administrators, front line managers, and sales teams;
Pre-recorded live training sessions; and
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
Understanding deals

Customer Resources

Customer shall provide at least one resource who shall 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); and 
Executive sponsor(s)
System administrators

Engagement Assumptions

Gong consulting services are limited to Gong products and features only, which may include consulting on Gong-provided embeddables or applications that can be installed or leveraged within third-party platforms, such as the Gong for Salesforce application. General consulting on third-party software platforms or internal Customer systems are not within the scope of Gong consulting services. 

Implementation activities are limited to a single Gong instance and Gong Generally-Available (GA) features only.
Customer is responsible for the integrations and customization of the Gong instance during this engagement.
Customer shall provide at least one resource that shall serve as the primary Gong Administrator and shall be responsible for all configuration activities during the Service.
Customer shall promptly provide the necessary decisions on security, consent, and connections required for the launch of Gong to occur.
Customer shall schedule and coordinate Customer resources for any collaborative use case sessions in a timely manner.

ADD-ON: FORECAST IMPLEMENTATION SERVICES

Description of  Service:

Gong will provide up to 12 hours of Consultant implementation support. These hours shall encompass both online and offline activities. Implementation success is dependent upon Customer’s participation and ongoing engagement. All project deliverables, and project-related communication and activities, will be conducted in English.

Project Schedule: These services must be consumed within 90 days from the commencement of your subscription term (or Start Date, as may be designated on your Order Form) unless otherwise modified by mutual written agreement of the Parties. Any implementation services not consumed within said 90 day period will expire with no further credit or refund and shall have no value thereafter.

Customer acknowledges that Gong’s ability to execute this fixed-cost, fixed-scope, and fixed duration SOW is highly dependent on timely completion of tasks and decisions assigned to Customer. As such, Customer agrees to execute the Change Request Process for project delays caused due to no fault of Gong. This Scope is dependent upon Customer’s licensees already being licensed on the core Gong product and having an in-place CRM integration between Gong and Customer’s CRM. Supported CRM integrations for Gong Forecast are limited to Salesforce, Hubspot, and Dynamics. Custom CRM integrations for Gong Forecast are not supported.

Engagement Activities: 

A Gong Consultant will work with Customer on the below activities during the Services. Note that not all activities are dependent on the previous having taken place, as the order recommended by the Gong Consultant will depend on Customer’s specific needs:

Implementation Kickoff
Forecast Permissions & Settings
Workflow Discovery Session(s)
Use Case Customization Workshops
Post-Go-Live Office Hours
Gong User Training

1 – Implementation Kickoff: Customer’s assigned Gong Consultant will map the Customer’s Center of Excellence of key stakeholders, such as Program Manager(s), System Admin(s), Executive Sponsor, and Champion Leader(s), as they pertain to Customer’s ongoing management of Gong. Consultant and Customer will align on a tentative schedule for the rest of the engagement activities. Consultant will begin planning change management with Customer, including but not limited to, providing sample email templates to communicate the change and key dates to Customer’s users. Finally, Consultant will align with Customer on the target business outcomes sought with Gong Forecast that can be aligned to for the duration of the Services.

2 – Forecast Permissions and Settings: Customer and Customer’s Gong Consultant will work together to define which users can view forecasts, edit forecasts, and edit targets.Customer and Customer’s Gong Consultant will also define who should be allocated a purchased Gong Forecast license.

3 – Workflow Discovery Session(s): At a minimum, Customer’s Gong Consultant will host one Discovery Session around Customer’s ideal forecasting process in Gong Forecast. The outputs of this session(s) will be used in future “Use Case Customization Workshops” to map a best-in-class Gong configuration based on the business outcomes sought by Customer. Customer can allocate for additional Workflow Discovery Sessions based on hours remaining in the Services.

4 – Use Case Customization Workshop(s): At a minimum, Customer’s Gong Consultant will host one workshop to consultatively help Customer with the configuration of its Forecast Boards, including Forecast Board settings, warnings settings, and adding the appropriate lines of business,advanced capabilities based largely on the outputs from the corresponding Hypothesis-Behavior-Outcomes Discovery Session(s).

5 – Post Go-Live Office Hours: Following the Use Case Customization Workshop(s), Gong Consultant will host a series of office hours with members of the Customer Center of Excellence as defined in the Implementation Kickoff to ensure that any necessary adjustments to the configuration are made. In addition, Gong Consultant will provide additional support around change management and adoption.

6 – Gong User Training: Gong will provide unlimited access to all training and content in Gong Academy. Gong Academy content includes but is not limited to:

Self-paced content for administrators, frontline 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
Understanding Deals

Customer Resources: Customer must designate at least one individual that will serve as the primary Gong administrator and be responsible for all configuration activities during the engagement. Customer agrees to provide the following additional resources throughout the engagement (as relevant):

Company Settings
Sales Process Leaders and SMEs (e.g. sales managers, operations personnel)
Executive sponsor(s)
System administrators

Engagement Assumptions: Gong consulting services are limited to Gong products and features only. This includes Gong-provided embeddables or applications to be used within third-party platforms such as Salesforce. Noting that third-party software platforms and internal Customer systems are not within scope of this SOW.

Implementation activities are limited to a single Gong instance and Gong generally-available features only.
Customer is responsible for the integrations and customization of its Gong instance during this engagement.
Customer shall promptly provide the necessary decisions on security, consent, and connections required for the launch of Gong to occur.
Supported CRM integrations for Gong Forecast are limited to Salesforce, Hubspot, and Dynamics. Custom CRM integrations for Gong Forecast are not supported.
Customer is responsible for its personnel and agents. Customer assumes responsibility for any delays attributable to its personnel or agents.

ADD-ON: FORECAST LITE IMPLEMENTATION

Description of  Service:

Gong will conduct up to three (3) remote Gong consultation calls (up to 1 hour each) focused on configuration and rollout of the Gong Forecast product. Implementation success is dependent upon Customer’s participation and ongoing engagement. All project deliverables, and project-related communication and activities, will be conducted in English.

Project Schedule: These 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) unless otherwise modified by mutual written agreement of Customer and Gong. Any implementation services not consumed within said 30 day period will expire with no further credit or refund and shall have no value thereafter.

Customer acknowledges that Gong’s ability to execute this fixed-cost, fixed-scope, and fixed duration SOW is highly dependent on timely completion of tasks and decisions assigned to Customer. Customer agrees to initiate a Change Request Process for project delays due to no fault of Gong. This Scope is dependent upon Customer’s licensees already being licensed on the core Gong product and having an in-place CRM integration between Gong and Customer’s CRM. Supported CRM integrations for Gong Forecast are limited to Salesforce, Hubspot, and Dynamics. Custom CRM integrations for Gong Forecast are not supported.

Engagement Activities: 

The topic of each Gong consultation call should be determined in advance and may cover, for example:

Forecast permissions in Gong –  such as specifying which users can view forecasts, edit forecasts and edit targets.
A workshop with Customer sales leader(s) to configure Forecast boards, including Forecast board settings, warnings settings, and adding the appropriate lines of business.
A post-go-live office hour session with a Gong Implementation Consultant and Customer’s licensees.

Customer is responsible for completing Adoption Best Practices offline. Gong will provide the documentation necessary for Customer to complete this task. 

Gong Consultation: Gong will assist Customer to configure Gong Forecast. This will be a flexible approach that requires participation and ongoing engagement from Customer teams. Consultation hours can be used to execute configuration requirements, review additional recommendations, or a combination thereof based on Customer preference. The following areas may be covered within the Gong platform:

Company Settings, in the context of Gong Forecast
General, authentication, workspaces and notifications
Team member profiles, access and permission profiles
Team member provisioning options
Data Capture Connections, in the context of Gong Forecast
Supported, native CRM integration
Supported, native web conferencing integrations
Supported, native email and calendar integrations
Supported, native telephony integration
Account Configuration
Deal Boards
Forecast Boards

Gong Training: You will have unlimited access to training and content in Gong Academy. This includes, for example:

Self-paced content for administrators, front line managers, and sales teams
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
Understanding deals

Customer Resources: Customer must designate at least one individual that will serve as the primary Gong administrator and be responsible for all configuration activities during the engagement. Customer agrees to provide the following additional resources throughout the engagement (as relevant):

Project manager
Sales managers and SMEs
Finding calls
Executive sponsor(s)
System administrators

Engagement Assumptions: Gong consulting services are limited to Gong products and features only. This includes Gong-provided embeddables or applications to be used within third-party platforms such as Salesforce. Noting that third-party software platforms and internal Customer systems are not within scope of this SOW.

Implementation activities are limited to a single Gong instance and Gong generally-available features only.
Customer is responsible for the integrations and customization of its Gong instance during this engagement.
Customer shall promptly provide the necessary decisions on security, consent, and connections required for the launch of Gong to occur.
Customer shall schedule and coordinate Customer resources in a timely manner.
Supported CRM integrations for Gong Forecast are limited to Salesforce, Hubspot, and Dynamics. Custom CRM integrations for Gong Forecast are not supported.
Customer is responsible for its personnel and agents. Customer assumes responsibility for any delays attributable to its personnel or agents.

ADD-ON: ENGAGE IMPLEMENTATION SERVICES

Description of Service:

Gong will conduct a series of technical setup, workflow configuration, education/rollout planning, and change management sessions during the engagement with Customer as described below. Implementation success is dependent upon Customer’s participation and ongoing engagement.

Project Schedule: All services must be consumed within 60 days of aligning Gong professional services personnel to support Customer with its Engage implementation deployment. Any Engage 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: 

Implementation Kickoff
Technical Setup
Workflow Configuration
Education & Rollout Support
Gong User Training
Change Management & Adoption

1 – Implementation Kickoff: Gong will deliver a planning and kick-off session to prepare for Customer’s launch of Engage with the Customer’s project manager and/or project team. During planning and kickoff, Gong will focus on the implementation success criteria, systems to be connected (integrated), and Customer’s prospecting/sales engagement processes. Decisions made during the planning and kickoff meeting will drive priorities to launch Engage and ongoing configuration activities. 

2 – Technical Setup: Following kickoff, Gong will provide Gong Consultation sessions where Customer will configure the appropriate systems connecting to Gong that drive prospecting and sales engagement workflows. Gong will also support Customer in enabling assigning business phone numbers via Gong Connect, and assist in validating that business and privacy settings are conducive to Customer’s needs with Engage. 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 the engagement.  

3 – Workflow Configuration: Following Technical Setup, a Gong contact will support Customer through a series of stakeholder interviews to understand how teams approach pipeline generation, conversion, and review – as well as coaching and enablement motions to support ongoing sales engagement efforts. Outcomes from stakeholder interviews will inform Gong’s approach in guiding Customer through product configuration – which may include building email templates, call scripts, and company flows. Gong may assist Customer with manually re-creating up to ten (10) company email templates and five (5) company flows from a legacy system in the event that a bulk migration is not supported. 

4 – Education and Rollout Support: Gong will work with Customer to ensure that enabling Gong Engage is as seamless as possible. Gong and Customer will review and advise on Customer’s rollout, education, and communication plans to ensure likelihood of a smooth launch. Customer is responsible for executing the communication plan to Customer’s employees. Gong will host up to three (3) post go-live office hour sessions provided they are scheduled within the 60-day implementation engagement period. 

5 – Gong User Training: 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; and 
Access to register for interactive live weekly trainings designed to get users started with Engage.

6 – Change Management and Adoption: Following the launch of Engage, Gong will guide Customer through a change management and product adoption motion for the remaining duration of the engagement. This may include a recurring weekly digest of Engage utilization metrics, enablement gaps and underlying engagement trends. The Change Management and Adoption phase will conclude with a Partnership Review session that will establish a set of go-forward recommendations, reinforcement plans, and key performance indicators for long-term success outcomes. 

Gong Consultation: Gong will assist Customer in the 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, configuration requirements, review Customer-owned configurations, review additional recommendations, and/or a combination thereof, based on Customer preference. The following areas may be covered within Gong:

Company Settings
Notifications
Team member profiles, access, and permission profiles
Gong Collective integrations
Data Capture Connections
CRM integration & data structure
Customer Relationship Management (CRM)
Calendar and email
Engage
Email Templates
Assist
Call Scripts
Flows
Gong Connect & number provisioning
CRM automation guidance

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 the engagement. During project kickoff, the Gong resource will discuss timeline constraints with Customer and ensure that all parties agree to a project timeline. Gong and Customer will mutually agree on launch and success benchmarks as a component of the 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 changes;
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; and
Providing direction and support to project teams within the 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.); and
Executive sponsor(s).

Engagement Assumptions: The 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.

Activities are limited to a single Gong instance and Gong generally available features; 
Customer is responsible for the connection of integrations and configuration of the Gong instance during the 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 allow the launch of Gong to occur; and
Customer is responsible for timely scheduling and coordinating Customer resources for any collaborative use case sessions.

ADD-ON: ENGAGE LITE IMPLEMENTATION

Description of Service:

Gong will conduct a series of technical setup, workflow configuration, and education/rollout planning sessions during the engagement with Customer as described below. Implementation success is dependent upon Customer’s participation and ongoing engagement.

Project Schedule: All services must be consumed within 30 days of aligning Gong professional services personnel to support Customer with its Engage implementation deployment. Any Engage 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: 

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

Implementation Kickoff
Technical Setup
Workflow Configuration
Education and Rollout Support
Gong User Training

1 – Implementation Kickoff: Gong will deliver a planning and kick-off session to prepare for Customer’s launch of Engage with the Customer’s project manager and/or project team. During planning and kickoff, Gong will focus on the implementation success criteria, systems to be connected (integrated), and Customer’s prospecting/sales engagement processes. Decisions made during the planning and kickoff meeting will drive priorities to launch Engage and ongoing configuration activities. 

2 – Technical Setup: Following kickoff, Gong will provide Gong Consultation sessions where Customer will configure the appropriate systems connecting to Gong that drive prospecting and sales engagement workflows. Gong will also support Customer in enabling assigning business phone numbers via Gong Connect, and assist in validating that business and privacy settings are conducive to Customer’s needs with Engage. 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 the engagement.  

3 – Workflow Configuration: Following Technical Setup, a Gong contact will support Customer through a series of stakeholder interviews to understand how teams approach pipeline generation, conversion, and review – as well as coaching and enablement motions to support ongoing sales engagement efforts. Outcomes from stakeholder interviews will inform Gong’s approach in guiding Customer through product configuration – which may include building email templates, call scripts, and company flows. 

4 – Education and Rollout Support: Gong will work with Customer to ensure that enabling Gong Engage is as seamless as possible. Gong and Customer will review and advise on Customer’s rollout, education, and communication plans to ensure likelihood of a smooth launch. Customer is responsible for executing the communication plan to Customer’s employees. Gong will host a post go-live office hours session provided they are scheduled and performed within the 30-day implementation engagement period. 

5 – Gong User Training: 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; and 

Access to register for interactive live weekly trainings designed to get users started with Engage.

Gong Consultation: Gong will assist Customer in the 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, configuration requirements, review Customer-owned configurations, review additional recommendations, and/or a combination thereof, based on Customer preference. The following areas may be covered within Gong:

Company Settings
Notifications
Team member profiles, access, and permission profiles
Gong Collective integrations
Data Capture Connections
CRM integration & data structure
Customer Relationship Management (CRM)
Calendar and email
Engage
Email Templates
Assist
Call Scripts
Flows
Gong Connect & number provisioning
CRM automation guidance

Project Workbook: Gong will work with Customer collaboratively to maintain a project workbook to aid in scheduling 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 the engagement. During project kickoff, the Gong resource will discuss timeline constraints with Customer and ensure that all parties agree to a project timeline. Gong and Customer will mutually agree on launch and success benchmarks as a component of the 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 changes;
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; and
Providing direction and support to project teams within the 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.); and
Executive sponsor(s).

Engagement Assumptions: The 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.

Activities are limited to a single Gong instance and Gong generally available features; 
Customer is responsible for the connection of integrations and configuration of the Gong instance during the 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 allow for proper launch of Gong; and
Customer is responsible for timely scheduling and coordinating Customer resources for any collaborative use case sessions.

ADD-ON: ENGAGE PILOT SERVICES

Description of Service:

Gong will conduct a series of technical setup, workflow configuration, education/rollout planning, and change management sessions during the engagement with Customer as described below. Implementation success is dependent upon Customer’s participation and ongoing engagement.

Project Schedule: All services must be consumed within 90 days of commencement of Engage implementation deployment. Any Engage Implementation services not consumed within said 90-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: 

Pilot Kickoff
Technical Setup
Workflow Configuration
Education and Rollout Support
Gong User Training
Change Management & Adoption

1 – Pilot Kickoff: Gong will deliver a planning and kick-off session to prepare for Customer’s Pilot of Engage with the Customer’s project manager and/or project team. During planning and kickoff, Gong will focus on the Pilot success criteria, systems to be connected (integrated), and Customer’s prospecting/sales engagement processes. Decisions made during the planning and kickoff meeting will drive priorities to launch Engage and ongoing configuration activities. 

2 – Technical Setup: Following kickoff, Gong will provide Gong Consultation sessions where Customer will configure the appropriate systems connecting to Gong that drive prospecting and sales engagement workflows. Gong will also support Customer in enabling assigning business phone numbers via Gong Connect, and assist in validating that business and privacy settings are conducive to Customer’s needs with Engage. 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 the engagement.  

3 – Workflow Configuration: Following Technical Setup, a Gong contact will support Customer through a series of stakeholder interviews to understand how teams approach pipeline generation, conversion, and review – as well as coaching and enablement motions to support ongoing sales engagement efforts. Outcomes from stakeholder interviews will inform Gong’s approach in guiding Customer through product configuration – which may include building email templates, call scripts, and company flows. Gong may assist Customer with manually re-creating up to ten (10) company email templates and five (5) company flows from a legacy system in the event that a bulk migration is not supported. 

4 – Education and Rollout Support: Gong will work with Customer to ensure that enabling Gong Engage is as seamless as possible for Pilot participants. Gong and Customer will review and advise on Customer’s rollout, education, and communication plans to ensure likelihood of a smooth launch. Customer is responsible for executing the communication plan to Customer’s employees. Gong will host up to six (6) post go-live office hour sessions provided they are scheduled and performed within the 90-day implementation engagement period. 

5 – Gong User Training: 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; and 
Access to register for interactive live weekly trainings designed to get users started with Engage.

6 – Change Management and Adoption: Following the launch of Engage, Gong will guide Customer through a change management and product adoption motion for the remaining duration of the Pilot. This may include a recurring weekly digest of Engage utilization metrics, enablement gaps and/or ongoing reviews of Pilot success criteria. The Change Management and Adoption phase will conclude with a Pilot Success Review session that will establish a set of go-forward recommendations, reinforcement plans, and key performance indicators critical to the business case for purchasing Gong Engage. 

Gong Consultation: Gong will assist Customer in the 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, configuration requirements, review Customer-owned configurations, review additional recommendations, and/or a combination thereof based on Customer preference. The following areas may be covered within Gong:

Company Settings
Notifications
Team member profiles, access, and permission profiles
Gong Collective integrations
Data Capture Connections
CRM integration & data structure
Customer Relationship Management (CRM)
Calendar and email
Engage
Email Templates
Assist
Call Scripts
Flows
Gong Connect & number provisioning
CRM automation guidance

Project Workbook: Gong will work with Customer collaboratively to maintain a project workbook to aid in scheduling 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 the engagement. During project kickoff, the Gong resource will discuss timeline constraints with Customer and ensure that all parties agree to a project timeline. Gong and Customer will mutually agree on launch and success benchmarks as a component of the 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 changes;
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; and
Providing direction and support to project teams within the 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.); and
Executive sponsor(s).

Engagement Assumptions: The 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.

Activities are limited to a single Gong instance and Gong generally available features; 
Customer is responsible for the connection of integrations and configuration of the Gong instance during the 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 allow the launch of Gong to occur; and
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 a single tailored training and coordinate dates and times with Customer as described below. Training success is dependent upon Customer’s participation and ongoing engagement.

Project Schedule: 

All training services must be consumed within the applicable Subscription Term (or Start Date, as may be designated on your Order Form) and may not roll-over into any other period.  Any training services not consumed within the Subscription Term will expire with no further credit or refund and shall have no value thereafter.

Engagement Activities: 

Tailored Session:

The training date/time will be mutually agreed and coordinated by Gong. For each purchased session on the Order Form there will be a designated for a mutually agreed-upon audience based on persona and each session will be no more than 1 hour unless otherwise agreed upon. 

Training is suggested though not limited to the below personas:

Frontline Managers
Sellers
Inside Sales Teams
Customer Success Managers

Below are the sample agenda topics that may be incorporated into a session:

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. 

Engagement Assumptions:  

Each training session agenda may be modified by persona or system configuration.
If Customer is training on Gong Deals it is recommended that the content noted above be delivered over two (2) sessions to improve attendee content retention but may be delivered in one (1) x 1.5 – 2 hour workshop if mutually agreed.
Customer must provide cancellation or reschedule notice no later than five (5) business days prior to agreed upon delivery, otherwise service is considered completed.

TRAIN THE TRAINER

Description of Service:

Gong and the customer will mutually agree on the resources to partake in the Train the Trainer program. Train the Trainer (TtT) ensures that the customer has the content and best practices to scale their Gong training requirements internally. Gong will ramp up to 3 training resources on how they can deliver Gong-approved sessions (Frontline Manager and/or Revenue Professional)  and content to their team(s). 

Project Schedule: 

All TtT services must be consumed within the applicable Subscription Term (or Start Date, as may be designated on your Order Form) and may not roll-over into any other period.  Any TtT services not consumed within the Subscription Term will expire with no further credit or refund and shall have no value thereafter.Engagement Activities: 

Session 1 – Content alignment 

A 2-hour session where a Gong trainer will walk the designated resource(s) through how to deliver and customize the Gong training session (one persona at a time) to meet their organization’s needs. We will then send over the most current version of the content to the customer. After the content is provided to the customer all updates to content should be done by the customer unless another TtT is purchased. 

Session 2 – Teach Back 

Gong and the customer will mutually agree to either have a trainer sit in on one (1) session that the Customer delivers or have a Gong trainer listen to one (1) recording of customer-led session to ensure feedback and support for delivery is provided. 

Engagement Assumptions:

Customer resources are required to take Gong system training prior to initiating the TtT service.
Customer must have the appropriate Gong account permissions prior to initiating the TtT service. 
Customer must provide cancellation or reschedule notice no later than five (5) business days prior to agreed-upon delivery, otherwise service is considered completed.

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 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 monthly blocks of service hours in multiples of eight (8) hour blocks which are defined on the Order Form (eg. 8, 16, 24, 40, 80) and will be applied as defined in the Subscription Term.

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.

DATA MIGRATION SERVICES

Executive Summary: Gong will conduct a single data import from the third-party platform described on Customer’s Order Form (“3^rd Party”) for Customer. Gong will provide resources to work with Customer to ensure the data import is successful. Data import success is dependent on: (1) Customer’s right to export data from 3rd Party, (2) Customer’s explicit authorization granted to Gong to export its data from 3rd Party, and (3) Customer’s participation and ongoing engagement.

Engagement Schedule: The “SOW Effective Date” means the last signature date on the applicable Order Form.  All Services must be consumed within 30 days from the SOW Effective date. Any Services not consumed within said 30-day period will expire with no further credit or refund and shall have no value thereafter. For sake of clarity, the following must be true in order to perform a 3rd party data import:

Customer must have;

Access to the 3rd Party system for a minimum of 30 calendar days after the SOW Effective Date.
Purchased a Gong platform subscription.

Limits within the package are designed to ensure Gong meets Customer expectations. The following Data Migration size is referenced on your Order Form. Any variations from the limits below may result in a change order. 

Service Limits: Gong offers Data Migration according to the following tiers, If Data Migration size is not defined on the Order Form, Data Migration Small is defaulted as in scope of this SOW.

Size	Small	Large
Number of web conference recordings migrated	Upto 10,000	Upto 50,000

Engagement Activities: Gong will work with Customer to perform the data import. Below are the required steps in order to perform the data import:

Customer users provisioned and configured in Gong. Users must be created, activated and configured in Gong to import telephony calls.
A single “integration user for migration” is created and configured manually in Gong. This user will be associated to imported calls in the event the Gong call cannot be imported with the original 3rd Party call recording to user association.
Gong setup completed. Gong is connected to all applicable Customer systems (e.g., CRM, Email/Calendar, Web Conferencing, Phone Dialers).
Call recording is turned off in the 3rd Party system. This ensures no, or minimal call recording data is duplicated in Gong.
Gong imports customer Calls. Gong will utilize Customer provided credentials (e.g., API token, or username / password) to Customer’s 3rd Party system in order to import 3rd Party calls into Gong.  

Engagement Requirements: The following are required for a 3rd Party data migration to occur.

3rd Party system
Customer must create an API token and a username/password for Gong in 3rd Party system.
Customer must disable SSO authentication for the user account/credentials provided.

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

3rd Party data and access:
Customer confirms it has the right to transfer data and has validly authorized Gong to assist in the process.
Customer is responsible for working directly with the 3rd Party for continued access to data throughout the transfer process.
Customer understands that Gong has no relationship with the 3rd Party.
Customer understands that 3rd Party API limits apply.
API limits, call media file sizes and 3rd Party download throughput may impact Customer’s expected timelines based on data volumes.
Gong will not update, modify, or create Customer Data or relationships in Salesforce.com.
Gong Setup: 
Minimum length of calls as configured in Gong will be respected, and calls not meeting the minimum will not be imported into Gong.
Gong users must be configured (with the same email address that exists in the 3rd Party system) to be allowed to import telephony calls and activated or the call will be imported and associated to the “integration user for migration”.
Gong Data Import
Gong will only migrate web conference recordings. No audio-only files will be migrated. 
The data migration process should start at least 30 days prior to the termination of 3rd Party system access to ensure all calls are imported.
Any 3rd Party calls that do not match an existing or active Gong user will be imported and associated to “integration user for migration”. 
If 3rd party calls match to an existing or active Gong user who does not have call import enabled these calls will be associated to the “integration user for migration”
The maximum time frame of calls to be migrated is 6 months. If there are more than 50k calls within those 6 months, Gong will migrate the most recent 50k calls.
The migration process will not identify call participants within calls in Gong but will associate calls in Gong to Salesforce CRM Accounts and/or Opportunities if the calls are associated with Accounts and/or Opportunities in 3rd Party system.
If the Accounts and/or Opportunities no longer exist in the CRM system, or the IDs are incorrect or missing, then calls will be migrated to Gong, but they may not be mapped to CRM records in Gong.
If the 3rd Party system has deleted call media, or otherwise presents missing call media files or related technical issues, those calls may not be imported into Gong successfully.
If the 3rd Party system is deactivated before the Gong data migration completes, then all calls may not be imported into Gong successfully.

DATA MIGRATION: ENGAGE

Gong will conduct a single data import from Customer’s legacy sales engagement platform (“3rd Party”). Gong will provide resources to work with Customer to ensure the data import is successful. Data import success is dependent on: (1) Customer’s right to export data from 3rd Party, (2) Customer’s explicit authorization granted to Gong to export its data from 3rd Party, (3) Customer’s timely completion of migration pre-work (e.g., selective template/flow tagging) and (4) Customer’s participation and ongoing engagement.

Project Schedule: All migration services must be consumed within 60 days of aligning Gong professional services personnel to support Customer with its Engage deployment. Any migration Services not consumed within said 60-day period will expire with no further credit or refund and shall have no value thereafter. 

For sake of clarity, the following must be true to perform the 3rd Party data import:

Customer must have:

Access to a supported 3rd Party system for a minimum of 30 days after the contract start date; and
Purchased a Gong Engage subscription.

Engagement Requirements: The following are required for a 3rd Party data migration to occur.

3rd Party system
Customer users provisioned and configured in Gong. Users must be created, activated, and configured by Customer in Gong to import templates and flows;
Customer must create an API key and password for Gong in 3rd Party system; and
Customer must complete selective tagging of company and personal email templates and flows to flag legacy system records slated for migration. Records not tagged in the legacy system will not be imported to Gong on the migration date. 

Engagement Activities: Gong will work with Customer to perform the data import. Below are the required steps to perform the data import:

Gong will utilize Customer provided credentials (API key and password) to Customer’s 3rd Party system to import 3rd Party email templates and flows into Gong.; and  
Upon completion of the migration, Gong and Customer may mutually agree on a set of core templates and flows that will be subject to champion user testing and validation.

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

3rd Party data and access:
Customer confirms it has the right to transfer data and has validly authorized Gong to assist in the process;
Customer is responsible for working directly with the 3rd Party for continued access of data throughout the transfer process;
Customer understands that Gong has no relationship with the 3rd Party;
Customer understands that 3rd Party API limits apply;
API limits, call media file sizes and 3rd Party download throughput may impact Customer’s expected timelines based on data volumes; and
Gong will not update, modify, or create Customer data or relationships in the 3rd Party system.
Gong Data Import
Gong will only migrate tagged email templates and flows. No contacts, notes, or automation rules will be migrated; 
The data migration process should start at least 30 days prior to the termination of 3rd Party system access to ensure all data is imported;
Any 3rd Party email templates or flows that are not tagged as a “company” or “personal” flow slated for import will be migrated;
Personal flows/templates that do not map to an existing Gong user will not be migrated;
The migration process will associate personal flows and email templates with a Gong user account by matching to email address; 
Data for in-flight sequences will not be migrated. If a prospect is mid-sequence in the legacy tool, Customer will need to conclude its sequence or start it from the beginning in Engage;  
If the 3rd Party system is deactivated before the Gong data migration completes, then all calls may not be imported into Gong successfully; and
Multiple migrations may be subject to additional costs.