Acoustic Analytics

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

1. SaaS Product

Acoustic Analytics captures, manages, and analyzes customer data to provide information on the digital customer journey and experience across the customer life cycle. Customer Experience Analytics includes the following solution-based Editions and services:*References to Customer Experience Analytics without an edition identifier apply to all editions.

1.1 Acoustic Analytics

The Customer may select from the following available offerings.

1.1.1 Analytics Essentials Edition

Analytics Essentials Edition, available as a monthly subscription, includes the following:
  • Digital analytics: Manage digital marketing with web and mobile analytics dashboards and benchmarks, calculate return on investment for each marketing channel, perform ad-hoc analytics on digital properties, and use visitor activity to inform and develop targeted marketing plans.
  • Digital analytics reports that can be tailored to five different industry verticals: Content, Content/Commerce, Financial Services, Travel, or Retail. These reports can further be customized into views that are variations of the out-of-the-box reports. Customer can build ad hoc reports to create new reports against the digital analytics data collected.
  • Journey analytics: Visualize customer journeys across devices, channels and touchpoints.
  • Session search and replay: View captured mobile and web sessions to understand and resolve customer struggles and application problems.
Included in the subscription fees for this SaaS Product offering are the following:
  1. Based on Acoustic's assessment, Customer will be provided up to fifty (50) Client IDs to meet their digital analytics needs. Additional Client IDs beyond fifty (50) are subject to an additional fee.
  2. Included in the subscription fee are 50 Authorized Users. The Behavioral Analytics Additional Users can be purchased for each additional Authorized User required above the included 50.

    An Authorized User is a unique person given access to the SaaS Production any manner directly or indirectly (for example: via a multiplexing program, device, or application server) through any means.

  3. Journey analytics feature does not have a limitation on number of users.
  4. Four (4) backward marketing attribution windows per Client ID. Customer can adjust the settings (window duration and attribution logic) for three (3) of the windows, however one (1) has fixed settings of 1-day duration and last-click attribution logic.
  5. Digital Analytics Benchmark, as applicable, per Client ID.
  6. Digital Analytics Digital Data Exchange, as applicable, per Client ID.
  7. Digital Analytics Export as applicable per Client ID.
  8. Digital Analytics Multi-Byte Character Support, as applicable per Client ID. Migration fee may apply.
  9. Stored "Report Data" per Client ID includes standard reports and ad hoc specified reports and dashboards that the SaaS Product processes. The SaaS Product shall store the Customer's Ad-hoc Reports for 800 days from the last date of the reporting period defined in the report. This report roll-off will also affect custom report views. Note: Top Line Metrics data and segments applied to Top Line metrics will be kept for the duration of the Subscription Period.
  10. Eight hundred (800) days total of digital analytics report data.
  11. Two (2) days total of session replay data retention.
  12. Storing any Acoustic Exchange data sent to Customer Experience Analytics for 800 days.
  13. Journey analytics reports are stored for 800 days from the last date of the reporting period defined in the report.
  14. Acoustic Exchange Essential Edition, an entitled data source for Acoustic Analytics.
  • Acoustic Analytics –Essentials Edition Test Client IDs for digital analytics functionality

    Customer will be provided a total of one (1) Client ID for testing purposes in a non-production environment (referred to as Test Client ID). Customer can request additional Test Client IDs, up to a total of ten (10) per Customer, by contacting Technical Support. Test Client IDs are limited to 100,000 Server Calls per day. Acoustic may stop collecting data on a Test Client ID immediately if more than 100,000 Server Calls are received in a single day. Because Test Client IDs are intended for test purposes only, the features enabled are limited, and the data collected and processed for these IDs will be retained for a maximum of five (5) weeks. Customer can access reporting on Test Client ID data through Analytics. Visitor registration data is not available in Test Client ID reports. Test reports are deactivated and all test data deleted if either of the following occurs: (a) no user logs into the Test Cent ID for thirty (30) consecutive days or (b) no data is sent to the Test Client ID for thirty (30) consecutive days. After six (6) consecutive months of inactivity, a Test Client ID will be completely deleted.

  • Analytics–Essentials Edition Digital Analytics Functionality

    Digital Analytics subscribers whose immediately preceding Subscription Period was under the Digital Analytics SD will have continued access to the standard Digital Analytics features available under the Digital Analytics SD until the sooner of (a) the expiration or termination of Customer's Customer Experience Analytics subscription, or (b) Acoustic's withdrawal of the Digital Analytics offering from market. This continued access will be through the existing Digital Analytics user interface. Customers who had current subscription entitlements to additional Explore Report Credits, Digital Analytics Report Segments or Attribution Windows via explicit add-on service parts will have continued access to those features at the same entitlement level until the sooner of (a) the expiration or termination of Customer's Customer Experience Analytics subscription, or (b) Acoustic's withdrawal of the Digital Analytics offering from market. Specifically, extra Report Segments and Attribution Windows will remain accessible in the Digital Analytics user interface and Customers will be able to create unrestricted user defined reports from the Customer Experience Analytics user interface.

    Any previously licensed Digital Analytics add-on services (e.g., Digital Recommendations, LIVEmail, Digital Data Feed, etc.)that the Customer elects to retain in their Acoustic Analytics contract renewal will remain as separate entitlements but will also continue uninterrupted and not require any implementation changes.

1.1.2 Analytics –Standard Edition

Analytics–Standard Edition includes all the capabilities, Test Client IDs, report data, Authorized Users, and data retention of Essentials, plus behavioral report data, and data retention:
  • Behavioral and Usability analytics: Reporting on behavioral and usability (heatmaps) data from mobile and web applications, interactions, device information, and user content that is captured and sent to the SaaS Product.
  • Cognitive Struggle analytics: Automatically detect struggle, alert, learn, and allow the Customer to adjust thresholds on mobile and web application pages designated by the Customer.
  • Three hundred sixty-five (365) days total of behavioral report data.
  • Seven (7) days total of session replay data retention.
  • Thirty (30) days total of usability (heatmaps) data retention.
Included in the subscription fees for Standard Edition are the following:
  • Acoustic Experience Analytics SaaS
  • Acoustic Experience Analytics Overstat SaaS

1.1.3 Analytics Premium Edition

Analytics Premium Edition includes all the capabilities, Test Client IDs, report data, Authorized Users, and data retention of Standard, plus increased data retention and the following functionality:
  • Analytics Lifecycle Insights: Subscription providing access to Acoustic LIVEmail, Acoustic Lifecycle, Digital Data Feed, and Acoustic Multichannel Analytics.
  • Fourteen (14) days total of session replay data retention.
  • Ninety (90) days total of usability (heatmaps) data retention.

1.2 Optional Services

1.2.1 Analytics Session Replay Data Retention Extension

The Session Replay Data Retention Extension provides the option for the Customer to retain stored data elements for an extended length of time. Session Replay Data Retention Extension is available in the following increments, added onto the base Analytics Essentials, Standard, or Premium Edition session replay data retention:
  • Seven (7) additional days
  • Fourteen (14) additional days
  • Twenty-one (21) additional days
  • Forty-nine (49) additional days
  • Seventy-seven (77) additional days
  • One hundred and five (105) additional days

1.2.2 Analytics Lifecycle Insights

The Analytics Lifecycle Insights subscription includes access to Acoustic LIVEmail, Acoustic Lifecycle, Digital Data Feed, and Acoustic Multichannel Analytics.
  1. Digital Analytics Lifecycle

    A solution that allows Customers to run reports that evaluate whether or not site Visitors have reached key site engagement milestones up to four hundred (400 days).

  2. Acoustic LIVEmail

    A solution that allows Customers to create visitor segments and push these segments to a list of certified E-Mail Service Providers (ESPs) to execute targeted e-mail campaigns.

  3. Digital Data Feed

    This service provides a data feed configuration and activation module deployed within the Digital Analytics Export application. This service allows the Customer to directly specify and schedule a daily data export that includes the Customer's raw data available in the SaaS Product. The data export deliverable consists of multiple files (as selected by the Customer from the Digital Analytics Export user interface) of a defined format containing specific information about each Visitors' page view, product view, shop, order, registration, and other tracked activities for the prior day.

  4. Digital Analytics Multichannel
    This service provides three (3) additional data importation solutions, as follows:
    • Multichannel Import
    • Visitor Registration Fields Import
    • Data Extensions Import. The number of Data Extensions imports entitled per Client ID is specified in Customer's Transaction Document.

1.2.3 Analytics Behavioral Analytics Network Capture Add-On

This SaaS Product is a hybrid cloud solution that provides the option for Customers to send their network traffic data to the SaaS Product for additional customer insights. This solution supports passive capture of network traffic for all user sessions and allows Customer to configure and evaluate events that track network and sever errors and monitor performance issues that affect user experience. In addition, Customers can drill down into individual sessions to evaluate the HTML request and response data to understand the root cause of customer struggle. This solution requires Customers to install and maintain a light set of on-premise infrastructure needed to forward network traffic to the cloud environment.

Included with this SaaS Product is the following:
  • 7 calendar days of rolling Network Capture Data.
  • Passive Capture Application that captures all requests and response of the web application.
  • Data Transport Application that processes the request and response data, filters or encrypts sensitive data and routes the data to the Customer Experience Analytics Behavioral Analytics offering.

1.2.4 Analytics Behavioral Analytics Capture Data Retention Extension

This SaaS Product provides the option for Customer to retain certain stored data elements for an extended length of time and is available in the following increments, added to the base Analytics Behavioral Analytics Network Capture Data retention period of 7 days:
  • Additional 7 calendar days rolling retention of Network Capture Data for a total maximum of 14 days of rolling Reporting Capture Data storage.
  • Additional 14 calendar days rolling retention of Network Capture Data for a total maximum of 21 days of rolling Reporting Capture Data storage.
  • Additional 21 calendar days rolling retention of Network Capture Data for a total maximum of 28 days of rolling Reporting Capture Data storage.
  • Additional 49 calendar days rolling retention of Network Capture Data for a total maximum of 56 days of rolling Reporting Capture Data storage.
  • Additional 77 calendar days rolling retention of Network Capture Data for a total maximum of 84 days of rolling Reporting Capture Data storage.
  • Additional 105 calendar days rolling retention of Network Capture Data for a total maximum of 112 days of rolling Reporting Capture Data storage.

1.2.5 Behavioral Analytics Akamai Connector

This SaaS Product enables Customers to send Akamai network data, such as error codes, BOT and cached traffic, to Analytics Behavioral Analytics. This augments the data available to Analytics Behavioral Analytics to help Customer understand and improve their end user experience. Customer must be an existing Akamai Customer. The number of users accessing this service is limited by the Customer's base Analytics Behavioral Analytics subscription. Included in this SaaS Product subscription fee is seven (7) calendar days of rolling Capture Data. This SaaS Product is entitled based on Monthly Million Interactions. An "Interaction" is defined as an HTTP request "Hit" to an Akamai server to access an object. The maximum size of an Akamai Hit is 100 KB of transmitted data. If an Akamai Hit size exceeds 100 KB, the total number of Akamai Hit size will be divided by 100 KB, rounded up to the next whole number, to determine the total number of Interactions counted towards Customer's Monthly Million Interaction entitlements. Overage fees will be charged should Customer exceed their total entitled Monthly Million Interactions.

1.2.6 Behavioral Analytics Akamai Connector Capture Data Retention Extension

This service provides the Customer with the option to retain certain stored data elements for an extended length of time. Capture Data Retention Extension is available in the following increments, adding onto the base Analytics Behavioral Analytics subscription's Capture Data Retention of seven (7) calendar days. The Customer should have the same number of calendar days of rolling Capture Data Retention for the base Analytics Behavioral Analytics subscription and the Analytics Behavioral Analytics Akamai Connector add-on.
  • 7 additional days
  • 14 additional days
  • 21 additional days
  • 49 additional days
  • 77 additional days
  • 105 additional days

1.2.7 Behavioral Analytics Data Export Add-on

Session export provides the capability to export the sessions based on defined criteria. Customers can export the sessions as different formats depending on their use cases. Customers can conduct data analysis using Analytics Behavioral Analytics raw session data download. In addition, Customers can facilitate resolution of various use cases that require long-term records of online interactions, as Customers can upload the exported file back into the Analytics Behavioral Analytics UI for session replay. Customers can schedule, manage, and monitor the export tasks.

Included in the subscription fee for this SaaS Product is the following:
  • Export capability of Analytics Behavioral Analytics Data within the purchased Customer Experience Analytics Behavioral Analytics retention period.
  • Three additional calendar days retention of the exported data in Acoustic Cloud Object Storage. Customer must obtain separate storage capacity in order to retain exported data longer than the 3 additional days.
  • This SaaS Product is entitled based on Monthly Million Interactions. The size of exported data is defined as an "Interaction" where the maximum size of an Interaction of exported data is 20 MB. Interactions that exceed 20MB will be rounded up to the next 20MB increment and count towards Customer's total entitled Monthly Million Interactions. Overage fees will be charged should Customer exceed their total entitled Monthly Million Interactions.

1.2.8 Digital Analytics Impression Attribution

A solution that allows Customers to track content views by visitors not on the Customer's own website to understand how marketing impressions (e.g. display banner advertisements, widgets, syndicated videos, micro-sites, etc.), impact conversions on their website.

1.2.9 Digital Analytics Retention Extension

The Retention Extension provides the option for a Customer to retain certain collected data and reports for an extended length of time:
  • Additional 12 months retention of Customer Experience Analytics Digital Analytics data, as applicable.
  • Additional 12 months retention of Customer Experience Analytics Digital Analytics reports, as applicable.

1.2.10 Digital Analytics Additional Marketing Attribution Windows

The Additional Marketing Attribution Windows entitles a Customer to use a number of additional backward looking marketing attribution windows beyond the default quantity included with the SaaS Product. The subscribed additional quantity of marketing attribution windows is in total, not for each Client ID. A marketing attribution window provisioned to multiple Client IDs counts as multiple attribution windows against the entitlement.

1.2.11 Additional Client IDs for Digital Analytics

Additional Client IDs beyond those included in base subscription, may be purchased in the following increments; 10, 20, 40, 80, 160, 320.

1.2.12 Analytics Product Recommendations

Analytics Product Recommendations offers the following capabilities:
  • Automates and optimizes the process of making personalized product suggestions on Customer's website, in Customer's email campaigns and other marketing channels.
  • A business rules management component allows Customer to fine tune the final product recommendations made by the solution's affinity algorithms.
  • An included A/B testing component facilitates A/B/C & D split tests to determine the relative impact different product recommendation offer strategies have on site visitor conversions. Customer must acquire entitlement to Customer Experience Analytics as a prerequisite for using this service.

Customer must acquire entitlement to Analytics as a prerequisite for using this service.

1.2.13 Product Recommendations Analytics Independent

This SaaS Product provides the same services as Analytics Product Recommendations, without the requirement of a subscription to Acoustic Analytics.

Included in the subscription for this SaaS Product is the following:
  • Based on Acoustic's assessment, Customer will be provided an appropriate number of Client IDs (between 1-10) in order to meet Customer's recommendations needs.
  • Digital Analytics Digital Data Exchange
  • Digital Analytics Import with the standard data importation modules (Category Definition File, Enterprise Products Report and Forecast Metrics).

1.2.14 Analytics AdTarget

This SaaS Product is an Add-on and requires a subscription to Analytics.

Analytics AdTarget is a solution that allows Customer to select and syndicate visitor activities and segment identifiers to up to three Acoustic-certified display advertising partners. Visitor activity and segment data is then used by Customer's partner(s) to serve relevant advertisements to visitors after they have left Customer's site.

1.2.15 Analytics Content Recommendations

This SaaS Product is an Add-on and requires a subscription to Analytics. Analytics Content Recommendations is a solution that automates and optimizes the process of making personalized content suggestions on Customer's website. The Analytics Content Recommendations user interface provides the capability to determine content recommendation strategy and define Customer specific business rules to meet Customer's needs.

1.2.16 Analytics Digital Data Exchange

This SaaS Product is an Add-on and requires a subscription to Analytics.

Analytics Digital Data Exchange is a solution that provides Customer with a single interface for the configuration and deployment of website and mobile page tags and enables Customer to manage Acoustic tags and Acoustic Business Partner tags to be deployed on their web or mobile site. The Analytics Digital Data Exchange user interface provides direct control over the tagging process, giving users the ability to define page tags and page groups based on a set of rules to determine tag execution. Once Customer has purchased Analytics Digital Data Exchange, Customer may manage current and previous deployment of Acoustic tags, Acoustic Business Partner tags and custom JavaScript or proprietary code to multiple environments.

This SaaS Product includes enablement of up to five (5) hours of remotely delivered implementation services for Customer's initial onboarding to Analytics Digital Data Exchange. Services expire 90 days from date Customer is notified by Acoustic that their access to the SaaS Product is available regardless of whether all hours have been used.

1.2.17 Analytics Essentials Edition Onboarding Services

The SaaS Product Onboarding is a mandatory setup service which is a combination of provisioning process assistance, product configuration assistance and product consulting activities to enable the use of the SaaS Product. An onboarding consultant is assigned to work with a Customer representative through the process, that includes advice and guidance on the implementation. The SaaS Product offers three (3) remotely delivered Onboarding Services Setup options that are to be consumed within ninety (90) days, for the Essentials Edition as follows:
  1. Onboarding Services (Digital Analytics and Experience Analytics SaaS)
    • Up to forty (40) hours of digital analytics Services to advise on the implementation of Digital Analytics tags for one (1) website by brand domain, or one (1) mobile application.
    • Up to sixty (60) hours of Acoustic Experience Analytics SDK for one (1) web or mobile web replay use case.
    • Configuration of the journey reporting capability and integration with Acoustic Exchange.
  2. Onboarding Services (Digital Analytics)
    • Up to forty (40) hours of digital analytics Services to advise on the implementation of Digital Analytics tags for one (1) website by brand domain, or one (1) mobile application.
    • Configuration of the journey reporting capability and integration with Acoustic Exchange.
  3. Onboarding Services (Experience Analytics SaaS)
    • Up to sixty (60) hours of Acoustic Experience Analytics SaaS SDK for one (1) web or mobile web replay use case.
    • Configuration of the journey reporting capability and integration with Acoustic Exchange.

1.2.18 Analytics Standard Edition Onboarding Services

The SaaS Product Onboarding is a mandatory setup service which is a combination of provisioning process assistance, product configuration assistance and product consulting activities to enable the use of the SaaS Product. An onboarding consultant is assigned to work with a Customer representative through the process, that includes advice and guidance on the implementation. The SaaS Product offers three (3) remotely delivered Onboarding Services Setup options that are to be consumed within ninety (90) days, for the Standard Edition as follows:
  1. Onboarding Services (Digital Analytics, Experience Analytics SaaS, and Experience Analytics SaaS Overstat)
    • Up to forty (40) hours of digital analytics Services to advise on the implementation of Digital analytics tags for one (1) website by brand domain, or one (1) mobile application.
    • Up to one hundred (100) hours of Acoustic Experience Analytics SaaS SDK and Acoustic Experience Analytics SaaS Overstat Services for one (1) web or mobile web replay use case. The Acoustic Experience Analytics SaaS Overstat configuration and Experience Analytics behavior analytics may include some of the following:
      • Funnel report for a use case up to five steps–i.e. checkout, registration or quote process.
      • Abandonment reports for a step of the above use case–segmented by various user/customer attributes like browser, user type, operating system, and platform.
      • Struggle reports for a step of the use case–i.e. add items to cart but cart emptied out erroneously.
      • Error Messages reporting on user/customer or system/application errors and impact of completing the process.
      • Acoustic Experience Analytics SaaS Overstat attribute configuration to allow for enhanced heat map or form field analytic reporting on browser, and platform.
    • Configuration of the journey reporting capability and integration with Acoustic Exchange.
  2. Onboarding Services (Digital Analytics)
    • Up to forty (40) hours of digital analytics Services to advise on the implementation of Digital Analytics tags for one (1) website by brand domain, or one (1) mobile application.
    • Configuration of the journey reporting capability and integration with Acoustic Universal Behavior Exchange.
  3. Onboarding Services (Experience Analytics and Experience Analytics Overstat)
    • Up to one hundred (100) hours of Acoustic Experience Analytics SaaS SDK and Acoustic Experience Analytics Overstat Services for one (1) web or mobile web replay use case. The Acoustic Experience Analytics Overstat configuration and Experience Analytics SaaS behavior analytics may include some of the following:
      • Funnel report for a use case up to five steps–i.e. checkout, registration or quote process.
      • Abandonment reports for a step of the above use case–segmented by various user/customer attributes like browser, user type, operating system, and platform.
      • Struggle reports for a step of the use case–i.e. add items to cart but cart emptied out erroneously.
      • Error Messages reporting on user/customer or system/application errors and impact of completing the process.
      • Acoustic Experience Analytics Overstat attribute configuration to allow for enhanced heat map or form field analytic reporting on browser, and platform.
      • Configuration of the journey reporting capability and integration with Acoustic Exchange.

1.2.19 Analytics Premium Edition Onboarding Services

The SaaS Product Onboarding is a mandatory setup service which is a combination of provisioning process assistance, product configuration assistance and product consulting activities to enable the use of the SaaS Product. An onboarding consultant is assigned to work with a Customer representative through the process, that includes advice and guidance on the implementation. The SaaS Product offers three (3) remotely delivered Onboarding Services Setup options that are to be consumed within ninety (90) days, for the Premium Edition as follows:
  1. Onboarding Services (Digital Analytics, Experience Analytics SaaS, and Experience Analytics Overstat)
    • Up to one hundred and eight (108) hours Services to advise on the implementation of Digital Analytics tags, including Lifecycle Insights (LiveMail, Lifecycle, Digital Data Feed, and Multi-Channel), and Product Recommendations for one (1) website by brand domain, or one (1) mobile application.
    • Up to one hundred (100) hours of Experience Analytics SaaS SDK and Acoustic Experience Analytics Overstat Services for one (1) web or mobile web replay use case. The Acoustic Experience Analytics Overstat configuration and Tealeaf behavior analytics may include some of the following:
      • Funnel report for a use case up to five steps–i.e. checkout, registration or quote process.
      • Abandonment reports for a step of the above use case–segmented by various user/customer attributes like browser, user type, operating system, and platform.
      • Struggle reports for a step of the use case–i.e. add items to cart but cart emptied out erroneously.
      • Error Messages reporting on user/customer or system/application errors and impact of completing the process.
      • Acoustic Experience Analytics Overstat attribute configuration to allow for enhanced heat map or form field analytic reporting on browser, and platform.
    • Configuration of the journey reporting capability and integration with Acoustic Exchange.
  2. Onboarding Services (Digital Analytics)
    • Up to one hundred and eight (108) hours Services to advise on the implementation of Digital Analytics tags, including Lifecycle Insights (LiveMail, Lifecycle, Digital Data Feed, and Multi-Channel), and Product Recommendations for one (1) website by brand domain, or one (1) mobile application.
    • Configuration of the journey reporting capability and integration with Acoustic Exchange.
  3. Onboarding Services (Experience Analytics SaaS and Experience Analytics Overstat)
    • Up to one hundred (100) hours of Acoustic Experience Analytics SDK and Acoustic Experience Analytics Overstat Services for one (1) web or mobile web replay use case. The Acoustic Experience Analytics Overstat configuration and Tealeaf behavior analytics may include some of the following:
      • Funnel report for a use case up to five steps–i.e. checkout, registration or quote process.
      • Abandonment reports for a step of the above use case–segmented by various user/customer attributes like browser, user type, operating system, and platform.
      • Struggle reports for a step of the use case–i.e. add items to cart but cart emptied out erroneously.
      • Error Messages reporting on user/customer or system/application errors and impact of completing the process.
      • Acoustic Experience Analytics Overstat attribute configuration to allow for enhanced heat map or form field analytic reporting on browser, and platform.
    • Configuration of the journey reporting capability and integration with Acoustic Exchange.

1.3 Acceleration Services

1.3.1 Behavior Analytics Guidance: Getting the Most Out of Your Solution with a Retained Product Expert (16 hours)

This ongoing service provides 16 hours of remotely delivered ongoing best practices and analytics services per month. The Service can be purchased for the number of months remaining in the term of the Behavioral Analytics subscription from the date of purchase. It includes data capture configuration, data validation and report configuration, customer experience investigation, and business impact analysis. Unused hours do not roll over month to month.

1.3.2 Behavior Analytics Guidance: Getting the Most Out of Your Solution with a Retained Product Expert (40 hours)

This ongoing service provides 40 hours of remotely delivered ongoing best practices and analytics services per month. The Service can be purchased for the number of months remaining in the term of the Behavioral Analytics subscription from the date of purchase. It includes data capture configuration, data validation, report configuration, customer experience investigation, and business impact analysis. Unused hours do not roll over month to month.

1.3.3 Behavior Analytics Guidance: Getting the Most Out of Your Solution with a Retained Product Expert (60 hours)

This ongoing service provides 60 hours of remotely delivered ongoing best practices and analytics services per month. The Service can be purchased for the number of months remaining in the term of the Behavioral Analytics subscription from the date of purchase. It includes data capture configuration, data validation, report configuration, customer experience investigation, and business impact analysis and data science services. Unused hours do not roll over month to month.

1.3.4 Behavior Analytics Assessment: Create a Prioritization Plan for Customer Experience Improvements by Comparing your Business K Pis to Current Performance

This remotely delivered service delivers 40 hours of services which focuses on improvements in alignment with business and IT goals. It prioritizes website issues based on business impact, and provides pre-emptive issue resolution. This Service expires 90 days from the start date of the engagement regardless of whether all hours have been used.

1.3.5 Behavior Analytics Guidance: Premium Configuration, Deployment and Product Consulting (12 months)

This remotely delivered service provides 960 hours of services combining an extended set up package, a best practices package, and ongoing best practices and analytics service for 12 months. The extended set up package delivers 112 hours of remotely delivered extended deployment services, which includes SDK extensions and configurations for custom data capture needs, SDK optimizations, replay configuration (up to 3 use cases), data validation and a 'known issues KPI analysis' report. The best practices package provides 80 hours of remotely delivered customer experience investigation and a business impact analysis. The ongoing best practices and analytics services delivers 64 hours per month for 12 months of remotely delivered services which includes ongoing data capture configuration, data validation and report configuration, customer experience investigation, business impact analysis and data science services. This Service expires 395 days from the start date of the engagement regardless of whether all hours have been used.

1.3.6 Behavior Analytics Guidance: Advice, Planning, and Configuration for a Mobile Application Integration

This remotely delivered service can be added on to any of the Deployment and Analytics Service Engagements to provide integration to one (1) Mobile Application. Multiples of this part can be purchased if integration is required for multiple Mobile Apps. This Service includes 48 hours of remotely delivered services that delivers a Mobile SDK setup. This Service expires 90 days from the start date of the engagement regardless of whether all hours have been used.

1.3.7 Behavior Analytics Guidance: Essentials, Configuration, Deployment, and Product Consulting (6 months and 12 months)

This remotely delivered service provides an extended set up package and an ongoing best practices and analytics service available at either six (6) or twelve (12) months of service. The extended set up package delivers 112 hours of remotely delivered extended deployment services, includes SDK extensions and configurations for custom data capture needs, SDK optimizations, replay configuration (up to 3 use cases), data validation, and a 'known issues KPI analysis' report. The ongoing best practices and analytics services deliver 16 hours per month for Customer's six or twelve month remotely delivered service period, which includes ongoing data capture configuration, data validation and report configuration, customer experience investigation, and business impact analysis.
  • Behavioral Analytics Basic Deployment and Analytics 6 Months Service provides 208 hours of services combining an extended set up package and ongoing analytics service for six months. This Service expires 212 days from the start date of the engagement regardless of whether all hours have been used.
  • Behavioral Analytics Basic Deployment and Analytics 12 Months Service provides 304 hours of services combing an extended set up package and ongoing analytics service for twelve months. This Service expires 395 days from the start date of the engagement regardless of whether all hours have been used.

1.3.8 Behavior Analytics Guidance: Next Step Improvement in Customer Experience Through the Development, Planning, and Deployment few 1 Complete Use Case

This remotely delivered service deploys one end-to-end use case including project management, SDK extensions and configurations for custom data capture needs, optimizations, advance/custom SDK configurations, Replay configurations for the defined use case, data validation and 3 analytical reports (Funnel Report, Customer Behavior Report, business Impact Report). This service provides 120 hours of remotely delivered deployment services. This Service expires 90 days from the start date of the engagement regardless of whether all hours have been used.

1.3.9 Behavior Analytics Guidance: Standard Configuration, Deployment, and Product Consulting (6 months and 12 months)

This remotely delivered service provides an extended set up package, a best practices package, and an ongoing best practices and analytics service available at either six (6) or twelve (12) months of service. The extended set up package delivers 112 hours of remotely delivered extended deployment services, which includes SDK extensions and configurations for custom data capture needs, SDK optimizations, replay configuration (up to 3 use cases), data validation, and a 'known issues KPI analysis' report. The best practices package provides 80 hours of remotely delivered custom experience investigation and a business impact analysis. The ongoing best practices and analytics services deliver 40 hours per month for Customer's six or twelve month remotely delivered service period, which includes ongoing data capture configuration, data validation and report configuration, customer experience investigation, business impact analysis.
  • Behavioral Analytics Standard Deployment and Analytics 6 Months Service provides 432 hours of services combining an extended set up package, a best practices package, and an ongoing best practices and analytics service for six months. This Service expires 212 days from the start date of the engagement regardless of whether all hours have been used.
  • Behavioral Analytics Standard Deployment and Analytics 12 Months Service provides 672 hours of services combining an extended set up package, a best practices package, and an ongoing best practices and analytics service for twelve months. This Service expires 395 days from the start of the engagement regardless of whether all hours have been used.

1.3.10 Behavior Analytics Workshop: Monitoring, Finding, and Solving the Customer Experience Common Trouble Spots

This remotely delivered service delivers 16 hours of services, which includes proactive monitoring of known site issues in real time and creating alerts and top mover reporting. This Service expires 90 days from the start date of the engagement regardless of whether all hours have been used.

1.3.11 Web Analytics Assessment: Evaluating the Results of Creative and Content Changes on Your Website to Drive Future Design Decisions

This remotely delivered service provides up to 48 hours for remote consulting and analysis to help determine how a new design, enhancement, or application, has impacted pathing, visitor behavior, and overall site performance. This analysis is dependent on the availability of necessary reporting and metrics within pre- and post- site change. Customer must provide preconditions to be used in the analysis during the initial kick-off including date ranges, specific on changes made, and any tagging/tracking necessary to view these changes within the specified ID. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that their access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

1.3.12 Web Analytics Assessment: Increase Conversions, Revenue, and Speed of Transaction with a Path to Purchase Audit

This remotely delivered service provides up to 40 hours of the following: high-level analysis to gain a broad understanding of conversion performance on a Customer site, establish baselines for key site performance metrics, provide insight into visitor behavior, and identify opportunities to improve site performance at key conversion points. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that their access to the SaaS Product is available, or whichever is later, regardless of whether all hours have been used.

1.3.13 Web Analytics Workshop: Create more Customers by Improving and Optimizing the Conversion Process

This remotely delivered service provides up to 48 hours of remote consulting, best practices analysis and recommendations for the Customer identified conversion process. Utilizes advanced analysis to drive deeper understanding of site results and determine key problems and points of attrition. Requires that Customer's pages involved in the identified process be tagged with unique page identification values prior to the engagement. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that their access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

1.3.14 Web Analytics Workshop: Discover Your Best Product Lines and Segment Trends to Drive Investment, Promotions, and Campaigns

This remotely delivered service provides up to 40 hours of remote consulting for the review, best practices, and recommendations for updating the Customer's Analytics Category Definition File (CDF). The workshop does not involve the actual updating of the CDF by Acoustic. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that their access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

1.3.15 Web Analytics Workshop: Improve your Tagging to Learn More about Your Customers and Drive Better Personalization

This remotely delivered service provides up to 48 hours of remote consulting, and provides Customers with a comprehensive health check of Customer's baseline analytics tagging. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that their access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

1.3.16 Web Analytics Workshop: Keep Customers Engaged by Optimizing Key Web Pages

This remotely delivered service provides up to 40 hours of remote consulting and analysis to help determine effectiveness of page or page type (maximum of 30 pages of a single page type), chosen by the Customer, including but not limited to the home page, marketing landing pages, product pages, or product category pages. Service are purchased per engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that their access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

1.3.17 Web Analytics Workshop: Move your Business Ahead of the Pack by Adopting the Latest Best Practices in Performance Measurement

This remotely delivered service provides up to 40 hours of remote consulting to elicit Customer's business needs and recommend strategic tagging updates. Customer remains responsible for the actual updating or implementation of tagging updates. Assistance from Acoustic technical teams is not covered in this engagement. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

1.3.18 Web Analytics Workshop: Protect Against Lost eCommerce Revenue by Ensuring a Successful Checkout

This remotely delivered service provides up to 48 hours of remote consulting, best practices analysis and recommendations for the identified checkout process. Requires that page view tags that contain unique page identification values be implemented on each page in the checkout process prior to the engagement. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that their access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

1.3.19 Acoustic Analytics Consulting Services

This remotely delivered service provides up to 20 hours of remote consulting time. The nature of the service is defined by a discussion between Customer and the Acoustic analyst. The services must be deemed feasible by the Acoustic analyst. Services are purchased per Engagement and expire 90 days from date of purchase or date Customer is notified by Acoustic that access to the SaaS Product is available, whichever is later, regardless of whether all hours have been used.

2. Service Levels

2.1 Service Level Agreement

Acoustic provides the Customer with the following availability service level agreement (SLA). Acoustic will apply the highest applicable compensation based on the cumulative availability of the SaaS Product 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 SaaS support overview at https://developer.ibm.com/customer-engagement/docs/acoustic-terms/.
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 SaaS Product are specified in the Transaction Document. The following charge metrics apply to this SaaS Product:
  • Event is an occurrence of a specific event that is processed by or related to the use of the SaaS Product.

    For purposes of this SaaS Product, an Event is a Customer Experience Event (CX Event). CX Events are "moment in time" observed events associated with a Customer, and acts as a unifying measurement for the SaaS Product. These can be thought of as facts associated with a time dimension value that defines the "when" of their occurrence (usually at minimum date, if not time date stamp). There are three types of CX Events: a Journey Event, a Behavior Event, or a Digital Event.

  • A Journey Event – is a marketing interaction or event received via the APIs directly into the SaaS Product that is associated with a unique Entity ID, time date stamp, or name/description. One Million CX Events is equal to four Million Journey Events.
  • A Behavior Event – is a digital interaction with an application captured by the SaaS Product, either at the network level (such as a request and response pair ["Hit"] over http or https) or otherwise. One Million CX Events is equal to one Million Behavior Events.
  • A Digital Event – is defined as a Server Call. A Server Call is data passed to and processed by the SaaS Product as a result of a tagged event, initiated by a tracked visitor for one Entity ID. A Server Call processed by different Entity IDs will be counted as a unique Server Call for each unique Entity ID. An Entity ID separates and/or controls access rights to data in the SaaS Product which may encompass processed data from one or more Customer web sites. One Million CX Events is equal to five Million Digital Events.

    A CX Event for the Basics Edition is a digital interaction with an application captured by the SaaS Product, either at the network level (such as a request and response pair ["Hit"] over http or https) or otherwise.

  • Engagement – is a professional or training service related to the SaaS Product.
  • Revenue Conversion Unit (RCU) – is a currency-independent measure of a Revenue amount as converted into RCUs in accordance with the conversion unit table at (http://www.ibm.com/software/passportadvantage/conversion_unit_table.html).
  • Marketing Impressions – is each occurrence of an advertisement or banner displayed on a web page managed or processed by the SaaS Product.
  • Interactions–is a unit of measure by which the SaaS Product can be obtained. An Interaction is a digital interaction with an application captured by the SaaS Product, either at the network level (e.g., a request and response pair ("Hit") over http or https) or otherwise. Sufficient entitlements must be obtained to cover the number of Interactions processed during the measurement period specified in Customer's PoE or Transaction Document.
  • Server Call – is data passed to and processed by SaaS Product due toa tagged event initiated by a tracked visitor.
When a packet quantity is specified for Overage, excess use will be charged for the number of whole packets to cover the excess use.

4. Additional Terms

4.1 Enabling Software

Enabling Software is provided to Customer under the following terms:
Table 2.
Enabling Software Applicable License Terms (if any)
Digital Analytics SDK https://github.com/ibm--cxa/DigitalAnalytics/tree/master/Licenses
Acoustic Experience Analytics –Android SDK https://github.com/Acoustic--cxa/AcousticTealeaf/tree/master/Licenses
Acoustic Experience Analytics –iOS SDK https://github.com/Acoustic--cxa/AcousticTealeaf/tree/master/Licenses
Acoustic Experience Analytics Capture SDK https://github.com/Acoustic--cxa/AcousticTealeaf/blob/master/Licenses/LA_en

4.2 Non-Acoustic Services (Provided As-Is)

Google Maps, Neustar, Afilias, Slack AP, WalkMe, Ghostery

4.3 Data Retention

Specific data elements of the SaaS Product shall be available within the SaaS Product as follows:
  • Web analytics report data for 800 days; behavioral report data for 365 days.
  • Two (2) days total of session replay data retention for Customer Experience Analytics–Essentials Edition.
  • Seven (7) days total of session replay data retention, and Thirty (30) days total of usability analytics (heatmaps) data retention (the "Data Retention Period") for Customer Experience Analytics–Standard Edition.
  • Fourteen (14) days total of session replay data retention, and Ninety (90) days total of usability analytics (heatmaps) data retention (the "Data Retention Period") for Customer Experience Analytics–Premium Edition.
These data elements may be removed from Acoustic's network and systems after the Data Retention Period has expired, and in any event, Acoustic may destroy all copies of these data elements and any other related Customer data, 30 days following termination or expiration of the subscription period. Customer will retain back-up copies of all content provided for use in connection with the SaaS Product.

4.4 Links to Third Party Websites or Other Services

If Customer or a SaaS Product User transmits content to a third party website or other service that is linked to or made accessible by the SaaS Product, Customer and the Acoustic User provide Acoustic with the consent to enable any such transmission of content, but such interaction is solely between Customer and the third party website or service. Acoustic makes no warrantees or representations about such third party sites or services, and shall have no liability for such third-party sites or services.

4.5 Digital Analytics Benchmark Service

Although the Benchmark Services are a standard part of the SaaS Product, participation is optional. Customer may elect not to participate by contacting Technical Support. Customer understands that for Acoustic to provide any Benchmarking Services, Acoustic must prepare, access, process and analyze Summary Data regarding Acoustic Customers,and use Customer's Summary Data to populate the Aggregate Data used in each Acoustic Benchmarking Service. Acoustic shall not disclose to any third party nor make publicly available any of Customer's Summary Data in a fashion that identifies Customer or its product brands or trademarks, or any Visitor. Subject to the foregoing, in connection with providing Acoustic Benchmarking Services nothing in this Agreement will restrict Acoustic from: (i) adding Customer's Summary Data to other Customer's Summary Data to create the pool of Aggregate Data, using Customer's Summary Data to access or analyze Aggregate Data, or disclosing or using such Aggregate Data; or (ii) using Customer's Summary Data to provide Services to Customer and enable Customer to participate in the Acoustic Benchmarking Service. Under no circumstances shall Customer's Summary Data be disclosed except as may be pre-approved by Customer in writing. Customer shall not, without Acoustic's prior written consent, distribute or otherwise provide access to any Acoustic Benchmarking report or its contents, or any Summary Data or Aggregate Data provided to Customer, to any third parties, except for such advisors and contractors as may be retained in connection with Customer's use of Services and in each case subject to a confidentiality agreement in form similar to the confidentiality clause of the Agreement. Acoustic Benchmarking reports and their contents and the Aggregate Data are the property of Acoustic and are Acoustic's Confidential Information as set forth in the confidentiality clause of the Agreement. Customer may provide its employees and consultants with copies of and access to an Acoustic Benchmarking Service report provided such persons are advised of their obligation not to distribute such report or its contents to third parties.
  1. Summary Data – shall be defined as certain key performance indicator metrics of a single Acoustic Customer.
  2. Aggregate Data – shall be defined as all Summary Data from each Acoustic Customer participating in a Acoustic Benchmarking Service including a Subvertical thereof.
  3. A Subvertical–shall be defined as a group of not fewer than four (4) Customers who participate in a Acoustic Benchmarking Service where each member of each Subvertical is engaged in a similar field of business based on products sold and markets targeted (e.g. apparel, jewelry, office supplies, etc.).

4.6 Safeguard Liability

Acoustic retains the right to enforce the following rules to maintain the quality and integrity of the SaaS Product. Customers of the Customer Experience Analytics solution will be made aware of any corrective actions taken by Acoustic as outlined below.

4.7 Holiday Readiness

For our North American provisioned Customers, due to the versatility of traffic volumes during the two periods of (i) the day after Thanksgiving through the following Monday, and (ii) December 24th and 25th (collectively, the "U.S. Holiday Season"), Customer will be required to provide by September 30 of each year the volume projections for the U.S. Holiday Season. Acoustic will show reasonable care to work with Customer to address these projections using best practices. Customers that underestimate their volume projections for the U.S. Holiday Season by twenty-five percent (25%) or more will be subject to one or more corrective action measures.

4.8 Data Size Limits

This SaaS Product is entitled based on Monthly Million Interactions. The size of data is defined as an "Interaction" where the maximum size of an Interaction of data is 2 MB. Interactions that exceed 2 MB will be rounded up to the next Interaction increment and count towards Customer's total entitled Monthly Million Interactions. Customers whose interactions exceed 2 MB would be subject to one or more corrective actions. Overage fees will be charged should Customer exceed their total entitled Monthly Million Interactions data size. Note: Data Size Limits do not pertain to Akamai or Hybrid customers.

4.9 Corrective Action Measures

The following corrective action measures may be taken:
  1. Throttling: throttling is the action of sampling data collection.
  2. Stoppage: The action of completely prohibiting all customer data from entering the Customer Experience Analytics Cloud infrastructure.
  3. Data Element Modification: Modifying Data Elements (Behavioral Events, Hit Attributes, Step Attributes, Session Attributes) to correct data inaccuracies.
  4. SLA Credits will not be provided to customers that do not adhere to the Holiday Readiness Guidelines and Procedures.

4.10 Data Smoothing Charges

If actual usage of the Cloud Service during a twelve-month subscription period exceeds twelve (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.

4.11 No Personal Health Information or Regulated Content

The SaaS Product is not designed to comply with HIPAA and may not be used for the transmission or storage of any Personal Health Information.

The SaaS Product is not designed to comply with the Payment Card Industry (PCI) standard and may not be used for the transmission or storage of any PCI Information.

Akamai customers should not send domains with PCI information.