Korn Ferry Service Support Level Details

Service Support Level Details for KF Assess & KF Select
Service Support Level Details for KF Architect
Service Support Level Details for KF Digital Integrated Solutions
Service Support Level Details for KF Intelligence Cloud for Leaders
Service Support Level Details for KF Flex Pass
Service Support Level Details for KF Learn - Training Programs
Service Support Level Details for KF Profile Manager
Service Support Level Details for KF Pay
Service Support Level Details for KF Sell
Service Support Level Details for KF Scout
Service Support Level Details for KF 360

 

Service Support Level Details for KF 360, KF Assess, KF Select and KF Profile Manager 

Korn Ferry offers a consistent tiered structure of Silver, Gold, and Platinum services, with each level providing increasing service across Setup & Support, Training & Education, and Enablement.

The following chart shows the current Service features available in each level:

Service Level

Silver (“Self Service”) - Not available for KF 360

Analytics and insight 

  • Access to knowledge base resource for user guides, market data, and thought leadership papers

Training and enablement  

  • Access to Client Service Portal for e-learning training modules
    and documentation.
  • Monthly ‘Meet the Expert’ regional webinars to enhance user
    experience and value.
  • Recorded monthly feature release webinar covering new features and functionality and roadmap updates accessible.
  • 24x7 platform support 

Service Level

Gold (“Enhanced Services”) everything from Silver+ (Approx. 45 hours total time to deliver the below)

Dedicated Client Management

  • Your dedicated project delivery resource.
  • Welcome/orientation call.
  • Quarterly success review call with your key stakeholder

Platform Enhancement 

  • Introduction to user access module (virtual).
  • Bi-annual administrator access review.
  • Live regional monthly ‘Platform Enhancements’ webinars covering new features and functionality and roadmap updates, as applicable

Training and enablement  

  • HR administrator enablement (virtual).
  • Discounted pricing on public certifications 

Service Level

Platinum (“Personalized Services”) everything from Gold+ (Approx. 90 hours total time to deliver the below)

Dedicated Client Management

  • Tailored internal communications to support change management.
  • Quarterly HR focus groups to improve system adoption and value

Platform Enhancement 

  • Biannual roadmap review with Korn Ferry Digital Leadership.
  • Biannual success profile review.
  • Annual platform personalization re-fresh

Analytics and insight

  • Quarterly Talent Insight Report
  • Custom data analysis

Training and enablement

  • Discounted pricing on public certification and in-house masterclass’.

Service Level

Implementation Services (up-front activities to configure and personalize your platform to make it your own)

Subscription Setup & Support ($5,000 additional fee)

  • Setup and creation of an administrator account
  • Connectivity testing
  • DCT Upload & Mapping
  • Standard Branding
  • Onboarding and Platform Training (1-2 hour session)

Personalization, Configuration add-ons (priced separately)

  • Custom Competency mapping (lite)
  • KF360 Custom Model implementation
  • Report Configuration
  • Customized norms
  • KF360 Address Book Set up Email address book set-up
  • Translation of custom content
  • Success Profile Personalization

Full Customizations (priced separately)

  • Statistical Competency Mapping
  • Custom Assessments (SJT, RP, Validations Studies)

Integrations & SSO (priced separately)

  • HRIS Integration
  • ATS Integration
  • SSO (participants and rater assessment only, not administrators)

 

Service Support Level Details for KF Architect

Korn Ferry offers a consistent tiered structure of Silver, Gold, and Platinum services, with each level providing increasing service across Setup & Support, Training & Education, and Enablement.

The following chart shows the current Service features available for KF Architect in each level:

Service Level

Silver (“Self Service”)

Subscription Setup & Support

  • Setup and creation of an administrator account
  • Access to a 24x7 technical help desk & support materials
  • Usage data and reports

Training & Education

  • Access to Client Resource Centre for various training collateral such as user guides
  • Access to e-learning portal for training courses including administrator training

Enablement Support 

  • Access to Client Resource Centre with range of functionality including e-commerce & helpdesk
  • Insight information such as thought leadership, white papers, industry news & updates
  • Product related materials such as release notes, roadmaps, and FAQs

Service Level

Gold (“Enhanced Services”)

Subscription Setup & Support

Silver Setup & Support +

  • Set-up of client administrators on the platform
  • Management of setting up client administrators, user access and profile collections
  • Orientation for a new client on their subscription access (standard process)
  • Named Delivery Consultant
  • Support from a Korn Ferry Digital Services Consultant in job matching & coding, and data validation through the Data Collection Tool to match to the Best In Class Success Profiles

Training & Education

Silver Training & Education +

  • 15% discount on public training courses and certification programs
  • Access to archived materials & recordings from prior user groups and forums
  • Introduction to Job Evaluation Training 1 day (50% discount on local price)
  • Introduction to KF Leadership Architect & KF 4Dimensions 1 day training (50% discount on local price)

Enablement Support 

Silver Implementation & Support +

  • Quarterly Usage reports
  • Invitation to User Forums
  • Yearly review of the Client's Job catalogue and add, adapt or delete success profiles Up to 10
  • Job Family Model review Up to 10 Success Profiles
  • QA process

Service Level

Platinum (“Personalized Services”)

Subscription Setup & Support

Gold Setup & Support +

  • Up to 2 hours meeting with a Korn Ferry Digital Services consultant and your HRIS team to facilitate data mapping and the overall submission process*

Training & Education

Gold Training & Education +

  • Introduction to Job Evaluation Training 1 day (free of charge)
  • Introduction to KF Leadership Architect & KF 4Dimensions 1 day training (free of charge)
  • 15% discount on in-house training courses
  • 25% discount on public training courses & certification programs

Enablement Support 

Gold Implementation & Support +

  • Tailoring of communication templates
  • Invitation to participate in client user feedback groups to help define and prioritize the platform roadmap
  • Yearly review of the Client's Job catalogue and add, adapt or delete success profiles Up to 30
  • Job Family Model review Up to 30 Success Profiles
  • QA Process

 

Service Support Level Details for KF Digital Integrated Solutions

Korn Ferry offers a consistent level of service support for KF Digital Integrated Solutions for Setup, Support, and Enablement, consisting of the following.

INCLUDED SERVICES

DESCRIPTION

Client Setup

  • Initial Client subscription setup, key stakeholder alignment on subscription and maximizing the value through communication

Configuration of Success Profiles 

  • Job titles configured to appear on the success profile

Job Description Mapping to Success Profiles  

  • Support to map job descriptions to identify success profile mapping

Standard Reporting/Analysis Support

  • Sharing and walking Client through Client’s quarterly analytics, with key messages from the report to show ROI
  • Access to white paper and Korn Ferry thought leadership

Project Management

  • Project implementation resources (setup, run and maintain project success)

POST IMPLEMENTATION

 

Client Delivery Management

  • Monthly Support to maintain Client satisfaction and ongoing enablement

Technical Support (Post Implementation)

  • Additional Support to problem solve issues

The services set forth above will be limited to a maximum of 150 hours; additional hours will be billed at Korn Ferry’s standard rates.

 

 

Service Support Level Details for KF Intelligence Cloud for Leaders

The following chart shows the current Service features available for KF Intelligence Cloud for Leaders:

Korn Ferry offers a consistent level of service support for Intelligence Clouds for Leaders for Setup, Support, and Enablement, consisting of the following.

INCLUDED SERVICES

DESCRIPTION

IMPLEMENTATION

Client & Platform Setup

Initial Client subscription setup of administrator account, key stakeholder alignment on subscription and creation of additional user groups

Data Feed Integration

  • Support creation of client data mapping required to set up live data feed into platform.
  • Configuration of the Data Collection Tool and support to: 
    • Map each of the client’s roles to the closest matched standard success profile
    • Personalization of job titles to appear on the Success Profiles.

Platform Configuration & Personalization

  • Configuration of standard platform personalization capabilities in line with Scope and any specific client requirements included in this SOW.

Client Enablement

  • Enablement session to guide Client through core platform features & functionality

Project Management

  • Project implementation resources (setup, run and maintain project success)

POST IMPLEMENTATION

Client Delivery Management

 

  • Monthly Support to maintain Client satisfaction and ongoing enablement, includes updates on new feature releases

Client Resource Center

  • Access to the Client Resource Center containing user guides, technical documentation, and enablement content.

Standard Quarterly Reporting/Analysis Support

  • Walking Client through Client’s quarterly analytics, with key messages from the report to show ROI.
  • Review of platform adoption and provision of additional enablement as required.
  • Access to white paper and Korn Ferry thought leadership

Annual Refresh of Data

  • Support annual platform review to ensure data & insights remain up to date

Annual Road Map Review

  • Annual review with Client to capture platform development requests and update client on Korn Ferry’s platform roadmap for feedback

Technical Support

 

  • 24/7 Client Technical Support capability to problem solve issues

The services set forth above will be limited to a maximum of 240 hours for Year 1 and subsequent years will be limited to a maximum of 100 hours per year. Additional hours will be billed at Korn Ferry’s standard rates.


Service Support Level Details for KF Learn - Training Programs and Flex Pass

The following chart shows the current Service features available for KF Learn - Training Programs and Flex Pass:

 Service Level

Silver (“Self Service”)

Setup & Support

  • Set up and access to learning content
  • 24x7 technical help desk & support materials

Client Enablement & Adoption Support

  • Access to Client Services Portal
  • Platform documentation and user guides
  • Platform related materials (i.e. release notes and FAQs)
  • Access to KF Learn Platform progress reports

Program Delivery 

  • KF facilitator staffing, scheduling and logistics confirmation
  • Program materials electronic transfer or print management
  • Post program evaluation and report

Service Level

Gold (“Enhanced Services”)

Setup & Support

  • Set up and access to learning content
  • 24x7 technical help desk & support materials

Client Enablement & Adoption Support

  • Access to Client Services Portal
  • Platform documentation and user guides
  • Platform related materials (i.e. release notes and FAQs)
  • Access to KF Learn Platform progress reports

Program Delivery 

  • KF facilitator selection, scheduling and logistics confirmation
  • Program materials electronic transfer or print management
  • Post program evaluation and report
  • KF faculty on-boarding and management

Dedicated Client Management

  • Dedicated KF single point of contact
  • New client kick-off call
  • Key milestone planning and tracking
  • Regular project progress reports
  • Assigned delivery support based on value of services and products:
    • Up to 15 hours of delivery resource time for between $20,000 and $39,999 of services and products
    • Up to 30 hours of delivery resource time for between $40,000 and $99,999 of services and products
    • Up to 70 hours of delivery resource time for between $100,000 and $249,999 of services and products
    • Up to 100 hours of delivery resource time for between $250,000 and $499,999 of services and products
    • Up to 230 hours of delivery resource time for between $500,000 and $999,999 of services and products
    • Up to 400 hours of delivery resource time for $1,000,000 or more of services and products

Service Level

Platinum (“Personalized Services”)

Setup & Support

  • Set up and access to learning content
  • 24x7 technical help desk & support materials

Client Enablement & Adoption Support

  • Access to Client Services Portal
  • Platform documentation and user guides
  • Platform related materials (i.e. release notes and FAQs)
  • Access to KF Learn Platform progress reports
  • Personalized Training and support on report functionality and results interpretation
  • Review of client usage and recommendations on maximizing client value

Program Delivery

  • KF facilitator staffing, scheduling and logistics confirmation
  • Program materials electronic transfer or print management
  • Post program evaluation and report
  • KF faculty onboarding and management
  • Create and align client-specific faculty community
  • For select Project Management Solutions only:
    • Manage participant invitations
    • Coordinate with training venue

Dedicated Client Management  

  • Dedicated KF single point of contact
  • New client kick-off call
  • Key milestone planning and tracking
  • Regular project progress reports
  • Project plan development and management
  • Regular status calls with client project team
  • High touch support with complex engagements
  • Quarterly or bi-annual strategy review meetings
  • Project close out (review)
  • Assigned delivery support based on value of services and products:
    • Up to 40 hours of delivery resource time for between $40,000 and $99,999 of services and products
    • Up to 130 hours of delivery resource time for between $100,000 and $499,999 of services and products
    • Up to 300 hours of delivery resource time for between $500,000 and $999,999 of services and products
    • Up to 550 hours of delivery resource time for $1,000,000 or more of services and products

 

Service Support Level Details for KF Pay

The following chart shows the current Service features available for KF Pay:

KF Pay

Service Type

KF Pay Premium Gold (“Enhanced Services”)

 

Subscription Setup & Support

  • Access to an automated data collection tool (in jurisdictions where available) to aid in data submission, including automated job matching & coding, and submission of data in any format. 
  • Setup and creation of an administrator account
  • Access to a 24x7 technical help desk & support materials
  • KF analyst support with data submission
  • Overview matrix of your organization’s data submission
  • Support with user account creation and permissioning

 

Training & Education

  • Access to an online portal to access various recorded training and support sessions; such as, training on using the Korn Ferry Pay and product platform, data submission training, and others
  • Schedule of regional and industry forums or user groups where provided (based on availability)
  • Invitation to a public/Zoom training session of the Korn Ferry Pay and its interactive functionality
  • 15% discount on Virtual public training courses and certification programs where available

 

Implementation Support 

  • Access to an online knowledge base and service portal
  • Insight information such as thought leadership, white papers, industry news & updates
  • Product related materials such as release notes, roadmaps, and FAQs
  • Standard information on the pay market and annual database movement
  • Additional resources that can be leveraged while you use the data such as internal reporting templates
  • KF assistance with peer group selection
  • Detailed summary of the local salary market and database
  • Full feedback report providing company vs. market analysis

 

Service Type

KF Pay Premium Platinum (“Personalized Services”)

 

Subscription Setup & Support

  • KF Pay Premium Gold Subscription Setup & Support
  • KF support for your HRIS team in mapping data submission fields
  • ½ day job mapping including overview matrix as output

 

Training & Education


KF Pay Premium Gold Training & Education +
  • Personalized training session of the Korn Ferry Pay and its interactive functionality, leveraging your organization’s data
  • 15% discount on in-house training courses
  • 25% discount on Virtual public training courses & certification programs where available

 

Implementation Support 


KF Pay Premium Gold Implementation & Support +
  • Access to a KF consultant to help understand salary market data
  • Personalized workshop (2 hours) to support the interpretation of results and application to your organization

Service Type

KF Pay Basic Platinum (“Personalized Services”)

 

Subscription Setup & Support

  • Full setup for all platform users/delegates and appropriate permissions
  • Access to an automated data collection tool (in jurisdictions where available) to aid in data submission, including automated job matching & coding, and submission of data in any format Dedicated Korn Ferry delivery resource
  • Access to a 24x7 technical help desk & support materials
  • KF analyst support with data submission

 

Training & Education

  • 15% discount on public training courses where available
  • Public (virtual) training session with full demo of the Korn Ferry Basics platform and its interactive functionality and features
  • Access to Client Resource Center for e-learning training modules and documentation

 

Implementation Support 

  • Access to knowledge base resource for economic and remuneration trends, thought leadership papers
  • Access to a Korn Ferry analyst for questions on use and outcome of the platform

Or

  • A workshop (2 hours) to support understanding of analysis and output from platform

 

Service Support Level Details for KF Sell

The following chart shows the current Service features available for KF Sell:

Service Level

Silver (“Self Service”)

Subscription Setup & Support
  • Setup and creation of an administrator account
  • Access to a technical help desk & support materials

Training & Education

  • Access to Knowledge Base for various training collateral such as tutorials and user guides
Enablement Support
  • Access to Knowledge Base with range of functionality including  helpdesk
  • Product related materials such as release notes and FAQs
  • Access to adoption & application reports

Service Type

Platinum (“Personalized Service”)

Subscription Setup & Support

Silver Setup & Support +

  • Client Onboarding Call
  • Customization support to provide guidance on Rules and Standards
Training & Education 

Silver Training & Education +

  • Personalized Administrator training
  • Personalized user onboarding or training to support enablement of both managers and users
Enablement Support 

Silver Implementation & Support +

  • Monthly usage insights
  • Quarterly KF Sell adoption review
Client Management
  • Up to 40 hours dedicated delivery support (inclusive of services outlined above)

Service Support Level Details for KF Scout

The following chart shows the current Service features available for KF Scout:

Service Type

Silver (“Self Service”)

Subscription Setup & Support
  • Setup and creation of an administrator account
  • Access to a technical help desk & support materials
Platform & End User Training
  • Access to Scout Knowledge Base for various user and administrator training collateral such as tutorials and user guides
Enablement & Adoption Support 
  • Access to Scout Knowledge Base with range of functionality & helpdesk
  • Product related materials such as release notes and FAQs
  • Access to adoption & application reports

Service Type

Platinum (“Personalized Service”)

Subscription Setup & Support

Silver Setup & Support +

  • Client Kickoff Call Customization support to provide guidance on Rules and Standards
Platform & End User Training Silver Training +
  • Personalized administrator training (1 hour)
  • Personalized user onboarding or training (up to 4 hours) to support enablement of both managers and users
Enablement & Adoption Support  Silver Enablement & Adoption +
  • Monthly usage reporting and insights
  • Quarterly Scout review
Client Management
  • Up to 40 hours dedicated delivery support (including time spent supporting services outlined above)

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