Professional Services &
Education Offerings 

Last Updated April 2024
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The 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

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 integrations 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.
    •

Implementation: Forecast Essentials

Description of Services

Gong will conduct up to three (3) remote Gong Consultation Calls (up to 1 hour each) focused on the configuration of the Gong Forecast product. 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. This Scope is dependent upon Customer’s subscribers 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

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

  • 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.
    •
  • Post go-live office hours.
    •

Gong Consultation

Gong will assist Customer in configuration of Gong Forecast. 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 execute 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, 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. 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
    •
  • 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
    •
  • Executive sponsor(s)
    •
  • System administrators
    •

Engagement Assumptions

Gong consulting services are limited to Gong products and features only. This includes Gong-provided integrations 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. 
    •

Implementation: Engage Essentials

Description of Services

Gong will provide up to eight (8) hours of Consultant implementation support focused on the configuration and rollout of the Gong Engage product. These hours shall encompass both online and offline activities. Customers moving from Salesloft or Outreach are not eligible for this package.

Implementation success is dependent upon Customer’s participation and ongoing engagement. All project-related communications and documentation will be in English.

Project Schedule: 

All implementation services must be consumed within thirty (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 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. This scope is dependent upon Customer’s subscribers already being licensed on the core Gong product and having an in-place CRM integration between Gong and Customer’s CRM. Customer’s CRM integrated with Gong must be either Salesforce or Hubspot. No other CRM integrations are supported by Gong Engage.

Engagement Activities

A Gong Consultant will work with Customer on the below activities during the Services:

  • Engage base configuration, including enabling the purchased Engage licenses, Engage user permissions, mapping the appropriate CRM fields to Gong, and provisioning business phone numbers for subscribers. Porting numbers from Customer’s existing vendor is specifically excluded from these Services.
    •
  • Template and Flow configuration.
    •
  • Post go-live office hours.
    •

Note that the porting of business phone numbers from other providers is specifically excluded from these Services.

Gong Consultation

Gong will assist Customer in configuration of its Engage product. 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, in the context of Gong Engage
    • General, authentication, workspaces and notifications
      •
    • Team member profiles, access and permission profiles
      •
    • Team member provisioning options
      •
  • Data Capture Connections, in the context of Gong Engage
    • Supported, native CRM integration
      •
    • Supported, native web conferencing integrations
      •
    • Supported, native email and calendar integrations
      •
    • Supported, native telephony integration
      •
  • Account Configuration
    • Templates
      •
    • Flows
      •

Gong will assist Customer in configuration of its Engage product. 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:

Gong Training

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

  • 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 Engage.
    •

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. that 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. This may include consulting on Gong-provided integrations 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 features only.
    •
  • Customer is responsible for the integrations and customization of the 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.
    •
  • Customer’s CRM integrated with Gong must be either Salesforce or Hubspot. No other CRM integrations are supported by Gong Engage.
    •
  • Customer is responsible for its personnel and agents. Customer assumes responsibility for any delays attributable to its personnel or agents.
    •

Implementation: Engage Essentials Plus

Description of Services

Gong will provide up to twenty (20) hours of consultant implementation support focused on the configuration and rollout of the Gong Engage product. These hours shall encompass both online and offline activities. This package is exclusively for Customers migrating from Salesloft or Outreach. 

Implementation success is dependent upon Customer’s participation and ongoing engagement. All project-related communications and documentation will be in English.

Project Schedule: 

All implementation services must be consumed within ninety (90) 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 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, 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 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. This scope is dependent upon Customer’s subscribers already being licensed on the core Gong product and having an in-place CRM integration between Gong and Customer’s CRM. Customer’s CRM integrated with Gong must be either Salesforce or Hubspot. No other CRM integrations are supported by Gong Engage.

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 activity having taken place, as the order recommended by the Gong Consultant will depend on Customer’s specific needs:

  • Implementation Kickoff
    •
  • Technical Setup
    •
  • Workflow Discovery Session(s)
    •
  • Use Case Customization Workshop(s)
    •
  • Education and Rollout Support
    •
  • Post Go-Live Office Hours
    •
  • Gong User Training
    •
  • Engage base configuration, including enabling the purchased Engage licenses, Engage user permissions, mapping the appropriate CRM fields to Gong, and provisioning business phone numbers for subscribers. Porting numbers from Customer’s existing vendor is specifically excluded from these Services.
    •
  • Template and Flow configuration: Gong will host one (1) joint discovery/configuration workshop around Customer’s ideal sales engagement process in Gong Engage. Gong consultant will support Customer with the configuration of Templates, Flows, in-app automation rules, and bidirectional sync with Customer’s CRM.
    •
  • Post go-live office hours.
    •

Gong will assist Customer in configuration of its Engage product. 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, in the context of Gong Engage
    • General, authentication, workspaces and notifications
      •
    • Team member profiles, access and permission profiles
      •
    • Team member provisioning options
      •
  • Data Capture Connections, in the context of Gong Engage
    • Supported, native CRM integration
      •
    • Supported, native web conferencing integrations
      •
    • Supported, native email and calendar integrations
      •
    • Supported, native telephony integration
      •
  • Account Configuration
    • Templates
      •
    • Flows
      •

Consultation around automation rules, whether in Gong in-app, or in Salesforce using data from Gong as an input, is specifically excluded from the scope of these Services. If Customer requests consultation outside of the scope described herein, Gong and Customer shall initiate the Change Request Process.

Gong Consultation

Gong will assist Customer in configuration of its Engage product. 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, in the context of Gong Engage
    • General, authentication, workspaces and notifications
      •
    • Team member profiles, access and permission profiles
      •
    • Team member provisioning options
      •
  • Data Capture Connections, in the context of Gong Engage
    • Supported, native CRM integration
      •
    • Supported, native web conferencing integrations
      •
    • Supported, native email and calendar integrations
      •
    • Supported, native telephony integration
      •
  • Account Configuration
    • Templates
      •
    • Flows
      •
  • Adoption Reinforcement
    • Launch communication
      •
    • Review adoption and KPI targets
      •
    • Training planning
      •


Gong Training

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

  • 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 Engage.
    •

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. 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. This may include consulting on Gong-provided integrations 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 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.
    •

Implementation: Gong Professional

Description of Services

Gong will provide up to 30 hours of Consultant implementation support focused on the configuration and rollout of the core Gong Revenue Intelligence Platform™. These hours shall encompass both online and offline activities. Implementation success is dependent upon Customer’s participation and ongoing engagement. All project-related communications and documentation will be in English.

Project Schedule: 

All implementation 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 agreed by Gong. 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, 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 third-parties it utilizes. Customer assumes responsibility for any delays caused by such resources or third-parties’ inability to meet project timelines outlined in these terms.

Engagement Activities

A Gong Consultant will work with Customer on the below activities during the Services. These activities are further described in the paragraphs that follow. 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
    •
  • Integrations to the Gong platform
    •
  • Business and Privacy Settings
    •
  • Workflow Discovery Session(s)
    •
  • Use Case Customization Workshops
    •
  • Education and Rollout Support
    •
  • Go-Live
    •
  • 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 that can be aligned to for the duration of the Services. 
    2.
  2. Integrations to the Gong Platform: At a minimum, Customer and Customer’s Gong Consultant will work together to configure the native integrations between Customer third-party applications and the Gong platform, including the native, Gong-supported CRM, web conferencing, email/calendar, and telephony integrations. In addition, Gong Consultant will cover team member provisioning options. All other supported integrations as defined in the Gong Collective website shall be considered within the scope of this engagement, except where those integrations require consultation on either Gong or the target system’s API. All consultation around the Gong API, or other third-party API, are excluded from these Services.
    3.
  3. Business and Privacy Settings: Customer and Customer’s Gong Consultant will work together to configure the desired recording settings, recording consent settings, permission profiles, authentication, workspace, notification, and data protection and privacy settings within the Gong platform.
    4.
  4. Workflow Discovery Session(s): At a minimum, Customer’s Gong Consultant will host one Workflow Discovery Session around one or more of Gong’s advanced capabilities. Advanced capabilities include, but are not limited to:
    • Deal Boards, mapping to Customer’s pipeline review process
      •
    • Initiatives Boards, mapping to Customer’s strategic initiatives
      •
    • Scorecards and Libraries, mapping to Customer’s advanced coaching process
      •
    • Trackers/Smart Trackers, which can map to any of the three above
      •
  5. 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 multiple Workflow Discovery Sessions based on hours remaining in the Services.
    6.
  6. 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 advanced capabilities based largely on the outputs from the corresponding Workflow Discovery Session(s).
    7.
  7. Education and Rollout Support: Gong will work with Customer to ensure that enabling Gong 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.
    8.
  8. Go-Live: Customer and Customer’s Gong Consultant will turn on the relevant Data Capture settings for Customer’s users such that their web conference calls, dialer calls, emails and calendar events, as defined by their Business and Privacy Settings, start being captured.
    9.
  9. Post Go-Live Office Hours: Following the enablement of Data Capture and 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.
    10.
  10. 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
        •

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 training and content in Gong Academy. Gong Academy content includes but is not limited to:This includes, for example:

  • 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
      •
    • Deal Boards
      •
    • Forecast Boards
      •
    • Templates
      •
    • Flows
      •

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)
    •
  • Executive sponsor(s)
    •
  • System administrators
    •

Engagement Assumptions

Gong consulting services are limited to Gong products and features only. This may include consulting on Gong-provided integrations 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 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.
    •

Implementation: Forecast Professional

Description of Services

Gong will provide up to 20 hours of Consultant implementation support focused on the configuration and rollout of the Gong Forecast product. These hours shall encompass both online and offline activities. 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 90 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 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, 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. This Scope is dependent upon Customer’s subscribers 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.

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

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 and Settings
    •
  • Workflow Discovery Session(s)
    •
  • Use Case Customization Workshops
    •
  • Education and Rollout Support
    •
  • 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.
  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.
  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.
  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 Workflow Discovery Session(s). 
    5.
  5. Education and Rollout Support: Gong will work with Customer to ensure that enabling Gong Forecast 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. 
    6.
  6. 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. 
    7.
  7. 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:
      1. Reviewing calls
        2.
      2. Reviewing deals
        3.
      3. Finding calls
        4.
      4. Tracking progress
        5.
      5. Understanding deals
        6.
      6. Forecast Boards
        7.

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; in each case, relating to the Gong products purchased by Customer. The following areas may be covered within Gong Consultation:

  • 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
      •
  • Adoption Reinforcement
    • Launch communication
      •
    • Review adoption and KPI targets
      •
    • Training planning
      •

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 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 integrations 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.
    •

Implementation: Engage Professional

Description of Services

Gong will provide up to 30 hours of Consultant implementation support focused on the configuration and rollout of the Gong Engage product. These hours shall encompass both online and offline activities. 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 90 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 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, 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 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. This Scope is dependent upon Customer’s subscribers already being licensed on the core Gong product and having an in-place CRM integration between Gong and Customer’s CRM. Customer CRM integrated with Gong must be either Salesforce or Hubspot. No other CRM integrations are supported by Gong Engage.

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
    •
  • Technical Setup
    •
  • Workflow Discovery Session(s)
    •
  • Use Case Customization Workshop(s)
    •
  • Education and Rollout Support
    •
  • 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 Engage that can be aligned to for the duration of the Services. 
    2.
  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 assigning business phone numbers, and assist in adjusting any Gong business and privacy settings. 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. Porting numbers from Customer’s existing vendor is specifically excluded from these Services.
    3.
  3. Workflow Discovery Session(s): At a minimum, Customer’s Gong Consultant will host one Workflow Discovery Session around Customer’s ideal sales engagement process in Gong Engage. The outputs of this session(s) will be used in future “Use Case Customization Workshops” to map a best-in-class Gong Engage configuration based on the business outcomes sought by Customer.
    4.
  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 advanced capabilities based largely on the outputs from the corresponding Workflow Discovery Session(s). This includes Gong in-app automation rules, template and flow configuration, and bidirectional sync with Customer’s CRM. 
    5.
  5. 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. 
    6.
  6. 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.
    7.
  7. Gong User Training: Customer will have unlimited access to training and content in Gong Academy, which includes, for example:
    • 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 Engage. 
      •

Gong Consultation

Gong will assist Customer in configuration of its Engage product. 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, in the context of Gong Engage
    • General, authentication, workspaces and notifications
      •
    • Team member profiles, access and permission profiles
      •
    • Team member provisioning options
      •
  • Data Capture Connections, in the context of Gong Engage
    • Supported, native CRM integration
      •
    • Supported, native web conferencing integrations
      •
    • Supported, native email and calendar integrations
      •
    • Supported, native telephony integration
      •
  • Account Configuration
    • Templates
      •
    • Flows
      •
  • Adoption Reinforcement
    • Launch communication
      •
    • Review adoption and KPI targets
      •
    • Training planning
      •

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 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 integrations 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 Engage are limited to Salesforce and Hubspot only. All other CRMs/CRM integrations are not supported, and are specifically excluded from the Services.
    •
  • Customer is responsible for its personnel and agents. Customer assumes responsibility for any delays attributable to its personnel or agents.
    •

Implementation: Gong Advanced

Description of Services

Gong will provide up to 100 hours of implementation support focused on the configuration and rollout of the core Gong Revenue Intelligence Platform™. These hours shall encompass both online and offline activities. Implementation success is dependent upon Customer’s participation and ongoing engagement. All project-related communications and documentation will be in English.

Project Schedule: 

All implementation services must be consumed within 120 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 120 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 third-parties it utilizes. Customer assumes responsibility for any delays caused by such resources or third-parties’ inability to meet project timelines outlined in these terms.

Engagement Activities

A Gong Consultant will work with Customer on the below activities during the Services. These activities are further described in the paragraphs that follow. 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
    •
  • Integrations to the Gong platform
    •
  • Business and Privacy Settings
    •
  • Workflow Discovery Session(s)
    •
  • Use Case Customization Workshops
    •
  • Education and Rollout Support
    •
  • Go-Live 
    •
  • Hypercare
    •
  • 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 that can be aligned to for the duration of the Services. 
    2.
  2. Integrations to the Gong Platform: At a minimum, Customer and Customer’s Gong Consultant will work together to configure the native integrations between Customer third-party applications and the Gong platform, including the native, Gong-supported CRM, web conferencing, email/calendar, and telephony integrations. In addition, Gong Consultant will cover team member provisioning options. All other supported integrations as defined in the Gong Collective website shall be considered within the scope of this engagement, except where those integrations require consultation on either Gong or the target system’s API. All consultation around the Gong API, or other third-party API, are excluded from these Services. 
    3.
  3. Business and Privacy Settings: Customer and Customer’s Gong Consultant will work together to configure the desired recording settings, recording consent settings, permission profiles, authentication, workspace, notification, and data protection and privacy settings within the Gong platform.
    4.
  4. Workflow Discovery Session(s): At a minimum, Customer’s Gong Consultant will host one Workflow Discovery Session around one or more of Gong’s advanced capabilities. Advanced capabilities include, but are not limited to:
    • Deal Boards, mapping to Customer’s pipeline review process
      •
    • Initiatives Boards, mapping to Customer’s business outcomes
      •
    • Scorecards and Libraries, mapping to Customer’s advanced coaching process
      •
    • Trackers/Smart Trackers, which can map to any of the three above

      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 multiple Workflow Discovery Sessions based on hours remaining in the Services. 
      •
  5. 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 advanced capabilities based largely on the outputs from the corresponding Workflow Discovery Session(s). 
    6.
  6. Education and Rollout Support: Gong will work with Customer to ensure that enabling Gong 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.
    7.
  7. Go-Live: Customer and Customer’s Gong Consultant will turn on the relevant Data Capture settings for Customer’s users such that their web conference calls, dialer calls, emails and calendar events, as defined by their Business and Privacy Settings, start being captured. 
    8.
  8. Hypercare: Gong shall provide hypercare services described below post-launch:
    • Post Go-Live Office Hours: Following the enablement of Data Capture and the Use Case Customization Workshop(s), Gong Consultant will host up to three 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. 
      •
    • Assistance with onboarding additional users 
      •
    • Assistance with answering Customer questions
      •
    • Assistance with evaluating Change Requests (if any)
      •
  9. 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
        •
      • Deal Boards
        •

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
      •

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 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 integrations 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.
    •
  • Customer is responsible for its personnel and agents. Customer assumes responsibility for any delays attributable to its personnel or agents. 
    •

Expert Services

Description of Services

Expert Services is a subscription package designed to provide flexibility and access to consultative resources on an ongoing basis and allows Customer to outsource the management of Gong to our dedicated team of experts.  Through the Expert Services package, Gong will provide remote program management, initiative support, and functional/technical guidance to Subscribers as outlined below. Gong will provide a Gong Full Time Employee (or % allocation of) as reflected on your order form over the duration of the contract term. These dedicated (but not exclusive) resources shall encompass both online and offline activities. Expert Services is dependent upon the Customer’s participation and ongoing engagement. All  communications, activities, and documentation will be provided in English. 

Engagement Governance 

Customer will have access to a designated Program Manager. The Program Manager will deliver regular planning sessions. At a minimum, the Program Manager will coordinate the scheduling of Expert Services team members. 

  • Customer will work with the Program Manager via the Monthly Planning meeting to schedule all upcoming and planned activities 
    •
  • Program Manager will coordinate alignment of additional Gong resources as needed (including Consultants and/or Technical Architect)
    •
  • Timelines for services will be mutually agreed and tracked 
    •
  • All on-going work will be reviewed at the regular status meetings 
    •
  • Hours will be tracked  monthly and reported during the monthly planning session. Hours can be rolled over week-to-week and month-to-month, but not year-to-year.
    •

Available Services Offerings 

The Gong Program Manager will work collaboratively with the Customer to proactively assist, lead, and prescribe the activities planned and allocated for in the regular planning sessions. Time spent in planning and managing the Available Services Offerings will consume available hours from the package. Subscriber may use this package to complete the following activities (subject to estimation by Gong and within the bounds of monthly hours limitations):

Business Outcomes

  • Gong works with Customer to drive adoption of Gong to improve business outcomes.
    • Examples might include:
      • Adoption Programs
        •
      • Change Management Programs
        •
      • Coaching Programs (e.g., move the middle, coaching at scale)
        •
      • Initiative Rollout (e.g., sales methodology, messaging)
        •
      • Revenue Goal Attainment (e.g., increase win rates, shorten deal cycle, improve forecast)
        •
      • Market Intelligence (e.g., product feedback, competitive intelligence)
        •
  • Scope for upcoming initiatives will be discussed during monthly planning meetings, specific business outcomes will be identified by Customer with Gong’s support and success criteria will be documented and measured
    •
  • Timelines and Governance Model will be mutually agreed to  
    •
  • Only one outcome will be delivered at any given time
    •

Platform Optimizations

  • Gong works with Customer to manage configuration changes/updates as Gong releases new product enhancement and features.
    •
  • Examples might include updates to:
    • Gong platform:
      • Deal Boards
        •
      • Trackers
        •
      • Alerts
        •
      • Configuration/Set up
        •
      • Connecting New Integrations
        •
      • Gong works with Customer to Optimize your Gong Environment
        •
  • System Health Check
    •
  • Recommendations on Changes
    •
  • Environment Configuration Changes
    •
  • Gong Forecast
    • Forecasting Process Review
      •
    • Recommendations on Forecast Process Changes
      •
    • Pipeline Health Inspection / Process Review
      •
    • Forecast Risk Inspection / Process Review
      •
  • Gong Engage
    • End User Workflow Review(s)
      •
    • Recommendations on Workflow Process Changes
      •
    • Review Current State Content and Content Strategy
      •
    • Recommendations on Content Update/Build to Align with Best Practices
      •
    • Enablement on Content and Task Cleanup
      •
    • Audit of Engage-related Configuration and Automation Settings
      •
    • Support Development of Methodology for Content Maintenance
      •

Customer Resources

Customer will assume the following responsibilities as part of this Expert Services Program:

  • Single point of contact for Gong to work with during the engagement.
    •
  • Necessary personnel and other resources such as materials, equipment, documentation, facilities, and management to perform their obligations. Those resources will have appropriate training, subject matter expertise, and knowledge of Customer needs to perform their project responsibilities.
    •
  • Proactive scheduling of Gong resources, allowing up to 2 weeks for Gong to resource, plan, and engage the qualified individual(s).  If small scale questions and efforts can be accommodated earlier, Gong will proceed at first opportunity.
    •
  • Technical support services for any necessary platform, database, network, backup/recovery, and other general systems administration functions. 
    •
  • Management of its employees, resources, and its third-party vendors.  
    •
  • Customer assumes responsibility for any delays incurred by Customer or its third-party vendors’ inability to meet project timelines outlined in the Order. Changes in scope and/or delays in performance of Customer responsibilities described herein may result in additional cost and/or delay of the Program’s completion and will be managed in accordance with change control. 
    •

Gong Training

Customer will have unlimited access to 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
      •
    • Deal Boards
      •
    • Forecast Boards
      •
    • Templates
      •
    • Flows
      •

Exclusions

The following items are excluded from the scope of this engagement:

  • Custom Tailored Trainings 
    •
  • Implementation of new Gong products. Implementations will be scoped and delivered under a separate Services package or Statement of Work.
    •
  • Custom development work, data migrations, and translation services not applicable
    •

Services Terms
  • All work will be performed remotely.
    •
  • Package activities will be delivered in English.
    •
  • Expert Services to be performed by Gong or a Gong subcontractor.
    •
  • All work to be completed during business hours, Monday – Friday in the region from which Gong resources are assigned.
    •
  • The parties agree to discuss and mutually decide on procedures in documenting appropriate deadlines and services hereunder, including any changes thereto.
    •
  • Upon execution of the Order, Customer may request that Gong commence performing the Expert Services on the Start Date based on guidelines outlined.
    •

Data Migration Services

Executive Summary: Gong will conduct a single data import from the third-party platform described on Customer’s Order Form (“3rd 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;

  1. Access to the 3rd Party system for a minimum of 30 calendar days after the SOW Effective Date.
    2.
  2. Purchased a Gong platform subscription.
    3.

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.

SizeSmallLarge
Number of web conference recordings migratedUp to 10,000Up to 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 with imported calls in the event the Gong call cannot be imported with the original 3rd Party call recording to the 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 a 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 with “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 the 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:

  1. Access to a supported 3rd Party system for a minimum of 30 days after the contract start date; and
    2.
  2. Purchased a Gong Engage subscription.
    3.

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.
      •

Data Migration: Gong

Description of Services

Gong will conduct a single data migration of Gong Conversations from a “Source” Gong instance to a “Target” Gong instance. Gong will provide resources to work with Customer to ensure the data import is successful. Data migration success is dependent on the Engagement Assumptions outlined below. 

Project Schedule

All Gong-provided migration services must be consumed within 60 days from the commencement of your Start Date, as designated on your Order Form) unless otherwise agreed in writing by Gong and Customer. Any migration services not consumed within said 60-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 third-parties it utilizes. Customer assumes responsibility for any delays caused by such resources or third-parties’ inability to meet project timelines outlined in these terms. 

Engagement Assumptions

Gong will work with Customer to perform the migration. Below are the Customer prerequisites to performing the instance migration: 

  • Tech Stack Consolidation
    • Gong should be last on the list of tools you are merging
      •
    • Gong can only be merged after CRM and email clients are merged. This is because one Gong instance can only be connected to one CRM instance at a time. 
      •
  • Migrating Users
    • Similar to the above, a given primary email address can only be utilized in one Gong instance at a time. Gong cannot migrate call data between Gong instances until users in the Source Gong instance have been deprovisioned, and users in the Target Gong instance have been provisioned.
      •

Migration services are limited to a single Source Gong instance and a single Target Gong instance and are limited to Gong products and features only. This may include consulting on Gong-provided integrations 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. 

  • Customer is responsible for the integrations and customization of the Gong instance(s) 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 migration services.
    •
  • Customer shall schedule and coordinate Customer resources for any collaborative use case sessions in a timely manner.
    •
  • Gong will not update, modify, or create Customer data or relationships in Salesforce.com or any other third-party application.
    •
  • Customer warrants they have the internal authorizations and approvals necessary to be able to transfer data out of Source Gong instance and into Target Gong instance.
    •

Engagement Activities

A Gong Professional Services team member  will work with Customer on the below activities during the services. These activities are further described as follows:

  1. Professional Services Kickoff
    2.
  2. User Migration Workshop
    3.
  3. Call Migration
    4.
  1. Professional Services Kickoff: Gong will deliver a session to kickoff Customer’s migration services engagement with the Customer’s project manager and/or project team. During Kickoff, Gong will focus on the engagement success criteria, project plan development, and technical discovery.
    2.
  2. User Migration Workshop: Gong will help Customer develop a User Migration Strategy. A sound User Migration Strategy minimizes end user disruption and ensures the success of migrating Conversations between Gong instances. Gong helps Customer develop the mapping CSV needed to initiate the call migration. Customer then delivers the final mapping CSV to the Gong point of contact to execute the Call Migration. Customer is responsible for all integrations and general Gong configuration, including, but not limited to workspaces, user provisioning, consent profiles, and permission profiles.
    3.
  3. Call Migration: Using the information provided in the User Migration Workshop and Kickoff, Gong will execute the migration of Conversations from the Source Gong instance to the Target Gong instance. 
    4.

Customer is advised that the following items are the only items that will transfer to the Target Gong instance:

  • Web conference calls and telephony calls
    • Calls copied to the target instance will be fully transcribed, analyzed and summarized (AI Call Spotlight)
      •
  • Comments on calls
    •

Customer is advised that the following items will not be transferred to the Target Gong instance:

  • Anything not covered above, including but not limited to:
    • Scorecards – scorecards and existing scores on calls will not be migrated to the Target Gong instance
      •
    • Topics and trackers – these will not be migrated. However, the conversations migrated will be associated with the available Topics and Trackers in the Target Gong instance
      •
    • Library folders – library folders and all call associations to libraries will not be migrated
      •
    • Insights – some statistics such as ‘calls hosted’ will be present in the Target Gong instance. However, most insights and statistics such as ‘calls listened to’ will be lost during the migration
      •
    • CRM data – CRM data is not migrated. The Target Gong instance should be connected to the relevant CRM instance
      • Web Conference calls that are migrated will be re-associated with CRM records based on the CRM integrated with the Target Gong instance
        •
      • Telephony calls that are migrated will not be associated with CRM data in the Target Gong instance
        •
    • Emails – emails are not migrated
      • However, 12 months of emails will be imported when the Target Gong instance is integrated with a supported calendar solution
        •

Customer is advised that the minimum length of calls threshold established in the Target Gong instance will be respected, and that calls not meeting the minimum length will not be imported into Gong.

Exclusions

In addition to the items that do not transfer over as part of the migration services outlined above, the following items are excluded from the scope of this engagement:

  • Configuration of workspaces, consent profiles, permission profiles and/or all other business/privacy settings in Gong
    •
  • Consultation, support on the creation/re-creation of tasks in Salesforce pertaining to Gong data, including, but not limited to, Conversation data
    •
  • Consultation, support on any configuration element of the Target Gong instance. If Customer is standing up a net new Gong instance, and does not purchase a separate implementation package, then Customer is responsible for the configuration of this instance, including, but not limited to, all integrations, business and privacy settings, user provisioning, and advanced capability configuration. 
    •
  • Gong will not provide a Gong sandbox nor support with Gong/SFDC sandbox testing or Gong sandbox testing with any other third-party application.
    •

Customer Resources

Customer shall provide at least one resource that 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)
    •
  • Executive sponsor(s)
    •
  • System administrators
    •

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 1 year from the Contract Signature Date and may not roll-over into any other period. Any training services not consumed within the year 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.
    •
  • The expiration date is 1 year from the contract signature date.
    •

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 training services must be consumed 1 year from the Contract Signature Date and may not roll-over into any other period. Any training services not consumed within the year 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.
    •
  • The expiration date is 1 year from the contract signature date.
    •

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