HYPE Success Program Terms

Date of Last Revision: May 14th, 2024.

 

As a leader in Innovation Management, HYPE Innovation ("HYPE", "We") is highly invested in your success as our customer ("You", "Customer"). We’ve distilled the more than two decades of experience we have working together with some of the top innovators in the world into our Success Program ("Program").

This article outlines the terms of the Success Program ("Terms"), and forms a part of Your contract.

All HYPE SaaS customers get complimentary access to our Success Program. As part of the Program, the Customer can choose one of the currently available Success Plans ("Selected Plan", "Plan"). Customers are by default enrolled into our Silver Success Plan ("Silver"), which is a complementary additional service designed to ensure a successful implementation of the software into your innovation program. Should the Customer so choose, they may upgrade to a Gold ("Gold") or Platinum ("Platinum") Success Plan for an additional charge. We recommend upgrading for customers that are serious about meeting and exceeding their innovation and business goals.

Each Plan contains a number of services and other items ("Content", "Services"). The availability of the Contents per Plan, as well as the terms and Statement of Work ("SoW") are defined in these Terms. HYPE reserves the right to change and update the Terms of the Success Program and the Content of the Success Plans at any time without prior notification. In case such a change would affect You negatively as a customer, You are entitled to keep your current service level for the remaining duration of your contract.

The selected Success Plan applies for all HYPE Software Products ("Product") purchased by the Customer. The price of Gold and Platinum plans is determined as a percentage of the total account level Annual Recurring Revenue ("ARR"). Thus changes in Your ARR will also affect the price of your Plan, and as needed, be invoiced upon the change. For example, if the Customer starts with one HYPE Product and later buys an additional Product (incl. related add-on modules), the Success Plan will expand to cover that Product.

You can upgrade your Plan at any point during your current contract. By upgrading, You will benefit from the Content of your new Plan effective immediately upon signature. A Success Plan upgrade will also automatically reset Your current contract period. HYPE will prorate the remaining time in your current contract and invoice you according to the upgraded content and period of your contract according to your agreed upon terms of payment.

If You wish to downgrade your Plan, You may do so upon your next contract renewal ("Renewal") with a written notice to your Customer Success Manager ("CSM"). Please note that this notice must be received by HYPE 60 days prior to your upcoming renewal.

If you are an existing HYPE customer, and have already paid for or purchased goods or services that are now a part of this Program, you are not eligible for a refund or credit. Some Content in the Program only applies for new HYPE customers, or only for customers with (or without) specific Products or Services. These exclusions ("Exclusions") are defined in these Terms. Any Exclusion that applies for a Customer doesn't entitle the Customer to any refund or credit.

In case your existing contract with HYPE conflicts with these Terms, the existing contract will prevail.

Assigned Customer Success Manager 

Included in all Plans

A HYPE Customer Success Manager ("CSM") will be assigned to the Customer to ensure we understand your goals and can help you achieve them. The CSM will serve as your primary point of contact at HYPE.

HYPE reserves the right to choose and/or change the CSM as needed without prior notice, for example upon the personal leaving the company or being absent for extended periods of time. In case of a short term absence (e.g. illness, vacation), HYPE doesn't guarantee a replacement.


Assigned Lead Consultant
 

Included in Gold and Platinum

HYPE will assign an experienced Lead Consultant to your account to ensure you have an expert available who knows your specific needs.

HYPE reserves the right to choose and/or change the consultant as needed without prior notice, for example upon the personal leaving the company or being absent for extended periods of time. In case of a short term absence (e.g. illness, vacation), HYPE doesn't guarantee a replacement.

 

Innovation Manager Enablement (People, Software & Process Best Practices)

Included in all Plans

A one-off training program designed to help new customers succeed with HYPE. The program consists of a set of essential training sessions covering people, software, and process best practices related to innovation management and the use of HYPE’s software. The scope of the training program depends on the selected Plan, and is detailed below.

Innovation Manager Enablement success plan article definitions

Customer can request an onsite session, in which case travel time and costs are invoiced separately. The Excluded items from above are available to be purchased separately as needed. Only available for new HYPE customers purchasing Innovate, Partnering, or Boards.

 

Strategic Review of Your Innovation Program 

Included in all Plans

An annual strategic review designed to ensure the customer is on track to meet the strategic goals of their innovation program, with actionable recommendations. The scope of the review depends on the selected Plan, and is detailed below.

 Article definition: Strategic review of your innovation program

Customer can request an onsite session, in which case travel time and costs are invoiced separately. The Excluded items from above are available to be purchased separately as needed. Only available for HYPE Innovate, Partnering, and Boards.

Quarterly Business Reviews 

Included in Gold and Platinum

Your Customer Success Manager will meet with you on a quarterly basis to review the current status of your innovation program based on our best practice framework and help you identify next steps for, or areas in need of, improvement.

 

Included Service Pack

Included in Gold and Platinum

Gold and Platinum Plans include 25 and 50 (respectively) hours of prepaid consulting services by HYPE on an annual basis.

These prepaid hours are assigned to and usable by a named employee of your company.  The amount of hours used is reset every 12 months calculated from the beginning of the contract period. Unused hours are not carried over to the next 12 month period and also expire at the end of the contract.

If exhausted, work beyond the included hours is billable at the standard hourly rate. This applies also for Silver. Time used is billed in 15 minute increments.

Professional Service Rate Discount 

Included in Gold and Platinum

Gold and Platinum customers receive a list price discount of 5% and 10% respectively for purchasing additional professional services from HYPE on top of their Success Plan. This discount can’t be combined with other discounts or offerings with a reduced hourly rate, such as Service Packs, and doesn't apply retroactively for past purchases and travel time or costs.

 

The Innovation System Coaching Program 

Included in all Plans

The Innovation System is HYPE’s online coaching program for corporate innovators. The Innovation System has been designed for leaders, managers, and employees of medium and large organizations and walks you through the fundamentals of innovation management and guides you in building and scaling your corporate innovation program, as well as in creating a culture of innovation. 

The number of user licenses available for your organization depends on the Plan you’ve selected with 1, 5, and unlimited licenses available in Silver, Gold, and Platinum, respectively. 

Included: 

  • Access to the course platform with 26 video lectures, including many practical examples and useful frameworks 
  • 10+ practical Excel and PowerPoint templates and assignments that guide you in creating an innovation program for your organization 
  • Innovation Manager certification
  • Peer matchmaking, subject to availability of candidates

Excluded: 

  • 1-on-1 coaching, which can be purchased separately

 

HYPE Event Tickets 

Included in Gold and Platinum

Complimentary entry tickets to events organized by HYPE. Gold and Platinum customers receive 2 and 4 tickets respectively on an annual basis. Tickets are valid for any event organized by HYPE and can be used by one person for different events, or by multiple people for one event. Tickets are assigned to and administered by a named employee of your company.

The number of tickets used is reset every 12 months calculated from the beginning of the contract period. Unused tickets are not carried over to the next 12 month period and also expire at the end of the contract.

 

Annual Product Roadmap Reviews 

Included in Platinum

Platinum Plan customers are entitled to one annual roadmap review session with the Product Manager(s) responsible for your product(s). This remote session gives the customer an opportunity to review the product roadmap, provide feedback, and explain their specific requirements. The added context and importance of Platinum customers make their requests more likely to be prioritized. However, this does not guarantee the implementation of any of the customer’s feature requests.

 

Assigned Technical Support Analyst 

Included in Platinum

In addition to HYPE’s normal customer support processes, Platinum customers will be assigned a technical support analyst who knows the customers’ goals and configuration, helps them understand how the software works, and provides tactical advice on how to make the most out of it. Work performed by the analyst uses hours that are included in the Service Pack, and if exhausted, is billable at the standard hourly rate.

 

Initial Response Time (hrs) 

Included in all Plans

HYPE will respond within 8 working hours during business hours to defects submitted to the HYPE ticketing system, regardless of their priority. The response time will be calculated from the moment when HYPE has received the full description of the symptoms that have occurred.

 

Technical Support 

Included in all Plans

The customer’s designated platform owners get access to technical support to: 

  • Resolve potential technical issues with their services (bug handling or hosting incidents)
  • Coordinate the implementation of changes in the operation phase (change requests)
  • Answer questions or give directions (support requests) 

All work on support or change requests will either be billed separately or deducted from any active Service Pack the customer has in increments of starting 15 minutes.

 

Online Help Center 

Included in all Plans

The customer’s designated platform owners get access to currently available technical documentation, release notes, and product manuals for self-service support, and to help users learn to use the software effectively. 

 

Uptime SLA 

Included in all Plans

All Success Plans have a guaranteed uptime of 99.5%, calculated on a yearly basis and excludes planned maintenance and situations outside of HYPE’s control, such as attacks by malicious actors. SLA applies only to SaaS products hosted with HYPE’s current standard option.

 

Basic Setup & IT Integration

Included in all Plans

Basic system setup to HYPE's standard cloud hosting option is included for HYPE Innovate, Partnering, and Boards SaaS customers.

Included:

  • Setup of a production system to customer's preferred cloud region (based on options defined by HYPE)
  • Configuration of security settings
  • Setup of a system URL
  • Setup of email notifications
  • Monitoring setup
  • Initial data upload of users (via a prefilled Excel-sheet from the customer)

Excluded: 

  • Setup to non-standard hosting options 
  • Advanced Setup and IT Integration, including SAML SSO
  • Historical data imports (such as ideas and comments from a previous system) 
  • Other enterprise system integrations
  • System configuration to meet customer business requirements

Only included for new customers. Customer can choose to purchase the excluded items for an additional fee. Advanced Setup and IT Integration is an alternative for this item, and should the Customer select it, the customer will not be eligible for refunds or credit from this item.

Cloud Hosting 

Included in all Plans

HYPE's Standard Cloud Hosting (currently Shared Google Cloud DE or US) is included in the SaaS license fee. Other hosting options are available for an additional fee: 

  • Hosting – SaaS Upgrade Dedicated (Google DE or US) 
  • Hosting – SaaS Upgrade Shared (Pulsant DE) 
  • Hosting – SaaS Upgrade Dedicated (Pulsant DE) 
  • Hosting – On Client’s Premises 

 As an exception, HYPE Boards is hosted by default at AWS Ireland, with default hosting also being included in the SaaS fee.

Data Backup 

Included in all Plans

HYPE manages data backup for all SaaS customers. The backup retention period is 14 days. The Success Plan tier determines the frequency and number of backups available to be used should the data need to be restored: hourly in Platinum, twice/day in Gold, and nightly in Silver. 

 

Offsite Data Backup 

Included in Gold and Platinum

For increased resilience in disaster recovery scenarios, Gold and Platinum SaaS customer data is additionally backed up at another physical location. Details can be found in HYPE Whitepaper for Google Cloud. Available only for Google Cloud Hosting.

 

Additional Test & Staging Environments

Included in Gold and Platinum

Gold and Platinum customers in HYPE’s standard SaaS hosting option have access to one and two test/staging environments, respectively, for testing, training, and development purposes. Should such an environment be inactive or remain unused, HYPE may temporarily pause or shut down such environments, provided it has mechanisms for promptly restoring these to operation when needed. Additional test/staging environments beyond the included number can be purchased by customers in all Plans, and in non-standard hosting options, for an additional fee.

 

Free Data Tiers 

Included in all Plans

All Success Plans customers in Standard Cloud Hosting get complimentary data storage for uploaded files, and a complimentary email quota. The amounts depend on the Success Plan tier, as described below. Overage is invoiced on a monthly basis.

  • Silver: 50GB
  • Gold: 200GB
  • Platinum: 500GB

Additional storage costs 1 Euro (1 USD) per GB per month.

Email quota refers to the number of emails sent per month using the email server managed by HYPE. Silver: number of users licensed; Gold: twice the number of users licensed; Platinum: three times number of users licensed. The cut-off date for the calculation is the 1st day of the month. Additional emails are charged at 0.01 Euros (USD) per email.

Hosting Infrastructure Customization 

Available in all Plans

Depending on your Plan, you have access to different hosting infrastructure customization options as indicated below.

Hosting Infrastructure Customization : Success Plan Article Definitions
Green: Offered, Red: Not offered.

Please note that this simply indicates whether the option is available. Configuration of the options available for Silver is included in the Basic Setup, more advanced configurations need to purchased separately, as do change requests for these settings.