Korn Ferry Service Support Level Details

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 quarterly 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.

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.
• 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

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)

KF Architect and Profile Manager for Work Measurement

Implementation Service

Project Management and Set up

• Project plan creation, risk log and overall project management activities
• Lead project kick-off and up to 3 1h status calls per quarter with project team
• Account set-up and Platform Administrator Access
• Content Library Set Up – renaming of labels, set up of custom grades and job properties
• Platform governance and permission setting
• Mapping of client jobs to Success Profiles (assisted by DCT where appropriate)
• Basic personalization of Success Profiles (job title rename)
• Mapping existing KFLA based competency framework
• Bulk Upload of Approved jobs

Enablement Support 

·        Up to 4 Platform Enablement Sessions – Profile Manager, Architect, Content Library, User Access Management

·        QA process

·        Access to a 24x7 technical help desk & support materials

Subscription Setup & Support

• Setup and creation of an administrator account
• Access to a 24x7 technical help desk & support materials
• Usage data and reports
• Set-up of client administrators on the platform
• Management of setting up client administrators, user access and profile collections
• 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

• Access to Client Resource Centre for various training collateral such as user guides
• Access to e-learning portal for training courses including administrator training
• 25% discount on public training courses & certification programs
• Access to archived materials & recordings from prior user groups and forums

Enablement Support 

• Up to 2 refresher orientation sessions
• 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
• Quarterly Business Review Meetings
• Invitation to User Forums
• Bi-annual Success Profile review (Job Family / Model review) up to 20 unique roles
• QA process

·        Access to a 24x7 technical help desk & support materials

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.

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 Agreement.

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.

 KF Learn Service Package

Setup & Support

• Set up and access to learning content
• 24x7 technical help desk & support materials
• Access to Resource Center
• Platform documentation and user guides
• Progress reporting

Program Delivery

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

Dedicated Client Management

• Dedicated KF project coordinator to serve as single point of contact
• Enablement program milestone planning and tracking
• Communication planning
• Adoption tracking & support
• Ongoing client enablement & support on IP
• Quarterly Insight Meetings tracking value realization against client agreed success metrics
• Assigned delivery support based on value of services and products:
• Up to 15 hours of delivery resource time for $39,999 or less 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 100 hours of delivery resource time for between $100,000 and $499,999 of services and products
• Up to 230 hours of delivery resource time for $500,000 and above of services and products

Included Services

Description

Implementation

Initial Set-Up

Initial Client subscription setup (basic panorama).

Membership Orientation

key stakeholder alignment on subscription and maximizing the value through communication

Initial Learning Path Implementation and support

Identifying, agreeing and setting up initial panorama to highlight/suggest the most important (top 5) courses.

Project Management

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

Post Implementation (remainder of Subscription)

Regular check-ins and quarterly client insight reviews

Sharing and walking Client through Client’s quarterly analytics, with key messages from the report to show ROI

Project Management

Annual update to panorama to address changing needs

Thought Leadership content Management

Access to white paper and Korn Ferry thought leadership

Ongoing 24/7 technical Platform support

Additional Support to problem solve issues

The services set forth above will be limited to a maximum number of hours per year based on subscription level; additional hours will be billed at Korn Ferry’s standard rates.

Team

Small

(1-5,000 Employees)

Medium

(5,001-10,000 Employees)

Large

(10,001-25,000 Employees)

Enterprise

(25,001+ Employees)

40 hours

50 hours

70 hours

100 hours

225 hours

KF Pay

KF Pay Premium Implementation Service

Project Management and Set up

• New Client on-boarding call
• Project planning and key milestone tracking
• Account set-up and Platform Administrator Access
• Job Mapping – Creation of a combined  framework (backbone) in 4h virtual workshop
• Custom grade set-up

Enablement Support 

• Guided Platform training and orientation
• Data Collection Tool (DCT) – Set up and automated mapping of client jobs, collection via DSK or HRIS with associated mapping
• QA process
• Access to a 24x7 technical help desk & support materials

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
• 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)
• 25% discount on Virtual public training courses & certification programs where available

Enablement Support 

• Up to 2 refresher training sessions of Korn Ferry Pay Premium and its interactive functionality
• 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

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