Client Success Offerings: Description & Terms & Conditions

Lucidworks Client Success Offerings are designed to accelerate your time to value, optimize your search performance and ensure you are achieving your business goals. Lucidworks offers three comprehensive Client Success Offerings designed to meet your specific needs and goals.

Technical Success: Help You Can Rely On

In addition to the Client Success Services, all Lucidworks Client Success Plans include comprehensive Technical Success help to ensure your search solutions run smoothly.

Description of Services:

Essentials: Your Foundation for Success

The Essentials Plan provides a solid foundation for your search and discovery journey, offering access to essential resources and guidance to get you started:

• Online Product & Developer Documentation: Comprehensive documentation to help you understand and utilize Lucidworks’ products effectively.
• Lucidworks Academy On Demand: Access to a library of on-demand courses to enhance your search and discovery knowledge and skills.
• Quarterly Success Assessment: Regular check-ins to assess your progress, identify areas for improvement, and ensure you’re on track to achieve your goals.
• Quarterly Technical Workshop: Interactive workshops led by our experts to address your technical questions and provide practical guidance.
• Promotion Requests (3-day SLO): Expedite your content promotion requests with a 3-day service level objectives.

Enhanced: Elevate Your Search & Discovery Performance

The Enhanced Plan builds upon the Essentials Plan, providing more personalized support and expert guidance to optimize your search and discovery solutions:

All Essentials Plan features, plus:

• Tailored Success Plan and Strategy: A customized success plan developed with you to align with your specific business objectives.
• Performance Recommendations & Industry Benchmarks: Gain insights into your search performance and compare your results against industry best practices.
• Named Customer Success Manager/Technical Account Manager: A dedicated point of contact to provide ongoing support, guidance, and expertise.
• Bi-weekly/Monthly Technical Workshops: More frequent workshops to address your evolving technical needs and challenges and enable your teams on new features and solutions.
• Case Management Escalation: Prioritized support for critical issues and faster resolution times.
• Expert Services (Audit or Relevancy): Choose between an audit of your existing search implementation or a relevancy engagement to fine-tune your search results.
• Promotion Requests (2-day SLO): Faster turnaround time for content promotion requests.

Elite: Maximize Your Search & Discovery ROI

The Elite Plan offers the highest level of support and expertise, ensuring your search and discovery initiatives are optimized for maximum impact:

All Enhanced Plan features, plus:

• Weekly Success Touchpoints: Regular communication and collaboration with your dedicated success team to ensure continuous improvement.
• On-demand Technical Workshops: Access to technical workshops whenever you need them, providing flexibility and responsiveness.
• Deployment/Go Live Readiness: Expert guidance and support to ensure a smooth and successful deployment of your search solutions.
• Expert Services (Audit & Relevancy Engagements): Benefit from both an audit and relevancy engagement to optimize your search implementation and performance.
• Promotion Requests (1-day SLO): The fastest turnaround time for content promotion requests.

Last updated 3/24/2025