Acoustic Personalization Service Agreement

This Service Description describes the SaaS Product. The applicable order documents provide pricing and additional details about Customer's order.

1. SaaS Product

Acoustic Personalization Service Agreement is a cloud-based personalization platform that helps marketers personalize content presented to their end users designed to drive higher engagement and conversion rates. The SaaS Product provides functionality to assist marketers in website personalization and testing, audience segmentation, and content rules aligned to end user behavior.

1.1 Acoustic Personalization

The Client may select from the following available offerings.

1.1.1 Personalization - Standard Edition

This Cloud Service includes the following features:
  • Behaviorally Targeted Content–Deliver rule-specified content to visitors and users based on real time behavior.
  • Natural Language Rules Authoring–Tool for creating rules that deliver personalized content.
  • Visual Website Personalization Management–"Point and click" tools to implement and edit personalization rules and content in a live preview of the Client website.
  • Segmentation Management –Managing and reuse of segments of visitors
Included in the subscription fees for an instance of this Cloud Service offering are the following:
  • 100,000 Personalization Events – A Personalization Event is registered each time the Cloud Service determines which content to deliver to an anonymous or known visitor.

1.2 Optional Services

1.2.1 Personalization - AddOn-Personalization Events

Clients may purchase additional Personalization Events in 1,000 Event increments.

1.3 Acceleration Services

1.3.1 Personalization - AddOn Onboarding Service

Real-Time Personalization Onboarding provides consulting services for Real-Time Personalization using standard features of the product. This remotely delivered service provides up to 20 meetings of remotely delivered product and technical consulting delivered within a 90 day period. This service will assist and guide customers in setup and configuration of Real-Time Personalization and Universal Behavior Exchange as needed to support the Cloud Service functionality. This may include discovery, consultation, integration planning and design, and documentation as agreed to with the Client. This service is not intended for customized development efforts and does not provide strategic marketing guidance for overall use case creation.

2. Service Levels

2.1 Service Level Agreement

Acoustic provides the Client with the following availability service level agreement (SLA). Acoustic will apply the highest applicable compensation based on the cumulative availability of the Cloud Service as shown in the table below. The availability percentage is calculated as the total number of minutes in a contracted month, minus the total number of minutes of Service Down in the contracted month, divided by the total number of minutes in the contracted month. The Service Down definition, the claim process and how to contact Acoustic regarding service availability issues are in Acoustic 's Cloud Service support handbook at https://developer.ibm.com/customer-engagement/docs/support-handbook/.
Table 1.
Availability Credit (% of monthly subscription fee*)
Less than 99.9% 2%
Less than 99.0% 5%
Less than 95.0% 10%
* The subscription fee is the contracted price for the month which is subject to the claim.

3. Charges

3.1 Charge metrics

The charge metric(s) for the Cloud Service are specified in the Transaction Document.

The following charge metrics apply to this Cloud Service:
  • Engagement is a professional or training service related to the Cloud Services.
  • Event is an occurrence of a specific event that is processed by or related to the use of the Cloud Services.
  • Instance is each access to specific configuration of the Cloud Services.

4. Additional Terms

4.1 Overages

If actual usage of the Cloud Service during a twelve-month subscription period exceeds 12 times the entitlement specified in a Transaction Document, then Client will be invoiced for the overage in accordance with the overage rates specified in the applicable Transaction Document.

4.2 Universal Behavior Exchange

Universal Behavior Exchange Essentials Edition is a technical prerequisite for Real-Time Personalization available at no additional charge.