Standard Delivery & Onboarding

Overview

Capacity provides customers with a structured onboarding plan to ensure seamless implementation, effective adoption, and accelerated value realization.

This Statement of Work (SOW) defines the Conversation Intelligence Delivery project's scope, deliverables, responsibilities, and terms.

Delivery Project Scope

The following deliverables are included in this project.

Capacity platform
- Commissioning & configuration
- Deployment of out-of-the-box insights
- Evaluations & Coaching
- Premium features enabled (as identified in the Subscription Order Form)
- English transcription enabled
  - Transcription for additional languages can be enabled via a separate SOW
Production Ready Integration(s)
- The customer will follow the Capacity installation guide
- Custom Group configuration
Program Kickoff and Scoping
- Team introductions and program overview
- Review key objectives, assign roles, and define next steps
- Customer information collection (as needed)
Business Team Adoption
- Platform invites & access
- Training & Certification
- Access to support directory and knowledge articles
Scheduled Onboarding Program Success Check-Ins
- Validate business impact
- Optimize based on feedback
- Best practices & new features

Integrations

Capacity will include Production-Ready and Capacity SFTP integrations as outlined in the Subscription Order Form.

Initial Custom Group data must originate from primary integration source systems.
Additional third-party or customer-hosted SFTP integrations for data import or export require a separate SOW.
Includes SSO configuration for SAML 2.0 (e.g. Okta, OneLogin, Microsoft Entra ID).

Insights

Applicable pre-built categories will be applied from the 1200+ pre-built insights library
Up to 10 custom categories will be built by the Capacity team during onboarding to support value realization.
- Additional custom categories can be created by the Builder or provided via Premium Services
AI Call Summary & Chapters will be applied
Up to 5 AI Questions from the pre-built insight's library included unless otherwise stated in the Subscription Agreement
- Additional AI Questions can be added via a separate SOW.
- Custom AI Questions require Premium Services
Sentiment and TEI scores applied
- CSATai can be added via your Subscription Agreement or separate SOW
Up to 2 Custom QA scores
- Automated QA score requires Premium Services
- Additional Custom QA scores can be added via the Change Management Process

Training

A single set of training courses will be provided for all Customer groups. Additional sets of training courses or training after onboarding completion can be added as part of Premium Services. Training includes:

Hands-on virtual training sessions
Access to training materials on the Capacity support site
Builder certification as identified in the Subscription Order Form
- Additional Builder Certifications can be obtained via a separate SOW.

Premium Services

Premium Services as identified in the Subscription Order Form. See the list of service options here.

Premium services are required for Custom QA score(s), additional group training, Custom Group/Field configuration, and AI customization.
- Custom QA scores are completed after user & builder training.

Data Retention & Redaction

Capacity standard PCI redaction will be enabled.
A default retention period of 1 month for audio and 1 year for transcripts and insights will be configured, unless otherwise stated in the Subscription Agreement.
- Extended retention can be obtained via a separate SOW

Responsibilities

Capacity Responsibilities

Engages with the customer throughout the project, providing updates on timelines and progress toward completion.
Completes all tasks and deliverables listed under the Delivery project scope.
Shares training resources and technical documentation for each deliverable, provided through live online meetings, digital materials or support directory.
Offers guidance and support required to ensure Customer can fulfil responsibilities for each deliverable.
Ensure timely availability of credentials and permissions to enable integration and onboarding.

Customer Responsibilities

Actively participates throughout the project, following a cadence established with the Delivery Team during the kickoff call
As needed, provides resources to fill all required users for successful implementation, which may include project sponsorship, stakeholder management, project coordination, business lead, technical lead, data validation.
1. These users will need to be able to build reports, dashboards and categories within the system; in addition to this, resources will need to allocate time for reviewing and refining all outcomes (including and not limited to categories, reports, dashboards, scorecards; defined below in Roles & Commitments).
Ensures timely completion of training, certification, and delivery of information to provide initial configuration of insights.
Ensures timely availability of credentials and permissions for integration platform access.
1. When using the Capacity SFTP integration method, the customer is responsible for exporting unencrypted files and securely delivering them to Capacity, including interaction metadata and audio files, in accordance with Capacity's file transfer specifications.

Roles & Commitments

Roles are identified after the kick-off meeting. A team member may play one or more roles.

Role limit	Functions	Typical Roles	Characteristics	Commitments*
User Unlimited	Search and filter interactions Add notes, comments and labels, and share interactions Complete evaluations Access shared reports and dashboards Build reports and dashboards	Team Lead Supervisor Coach	Receives Capacity insights, then coaches or takes action Can use Capacity to find "XYZ" Tailors reports and dashboards to optimize team outcomes	2 Hours Getting Started with Capacity User Training 1 Ongoing Active daily usage
Power User Sponsor selected	All of the above User functions, plus: Build discovery reports and dashboards Identify actionable insights and distribute them to end users	Analyst CX/QA Manager	Leverages Capacity to drive business outcomes Familiar with cross-functional goals and initiatives for Capacity Business results driven	+1 Hour (3 total) Getting Started with Capacity User Training 1 & 2 Ongoing – a few hours a week
Builder Licensed	All of the above User functions, plus: Add and manage custom categories Update Capacity out-of-the-box categories Coach and train users, and answer their questions	Analyst CX/QA Manager	Familiar with call groupings and interaction data Minimally tech savvy Inquisitive, curious mind; enjoys learning	+6 Hours (8+ total) Getting Started with Capacity User Training 1 & 2 Builder Training 1, 2 & 3 Ongoing 4-8 hours a week for the first 6 weeks As needed after 6 weeks
Admin As needed	Manage system settings, and add and manage Capacity users Create and manage evaluations, external sharing and more	Project Manager Analyst Manager IT System Admin	Must be a Capacity User Familiar with interaction data Usually also a Builder, but doesn't have to be	+1 Hour (4 total) Getting Started with Capacity User Training 1 & 2 Admin Training Ongoing Minimal

*All times stated are on a per user role basis. i.e. 2 builders would be 4-6 hours per week per person (outside of training and workshop hours)

Assumptions & Dependencies

Initial deployment of the pre-built insights will be in English language only.
The customer has selected calls for processing and defined a filtering process.
Metadata required to support business team hierarchy goals and language detection will be made available and indexed to interactions.
Capacity will not have access to any customer or customer-partner cloud-hosted or on-premise applications or systems. The customer agrees to complete all responsibilities in a timely manner and support troubleshooting and resolution of unforeseen issues related to customer systems or third-party providers.

Project Duration & Application of Service & Hours

This Statement of Work is pursuant to the Service Delivery terms contracted in the Subscription Order Form and listed in Fees.
All meetings will be conducted virtually, and all services are to be delivered and completed remotely.
Onboarding will commence upon the completion of the Subscription Agreement. The onboarding process, which includes training, certification, and the achievement of initial business success metrics, will be completed with mutual agreement of the Customer and Delivery Teams or within 90 days from the date customer interactions become available on the Capacity platform.
Extensions may be requested through the Change Management Process.

Change Management

The Change Management Process outlined below governs any requested changes:

Customers may submit a change request via email to the Account Management or Service Delivery teams.
The request will be reviewed by the Delivery team, who will provide an approval or disapproval, along with additional questions and any estimated changes to scope, service hours, or schedule.
If additional hours are required to support the change and the request is approved, the Customer may purchase them.
The Customer has five (5) business days to decide whether to proceed with the updated schedule, scope, and hours or to decline the change.

Glossary of Terms

Custom Groups – Metadata used for searching, reporting building, and dashboarding
Data validation – Metadata for custom groups, training sets for custom insights.
Filtering criteria – Determination of which interactions will be processed into the Capacity platform
Out-of-the Box insights – 1200+ pre-built insight categories. Vertical-specific insight libraries
Production Ready integration – Prebuilt Integrations requiring minimal effort for the customer to enable.
Roles – See Roles & Commitments above.

This document outlines the Capacity standard implementation of the Conversation Intelligence platform. Any changes or additions would be discussed and documented within your contract. For example, changes to data retention periods or number of scorecards.

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