Professional services catalog

1. Services in this catalog

The catalog currently includes:

• Remote onboarding;
• Change management;
• Customer success manager, level 1;
• Customer success manager, level 2; and
• Tech stack services.

No separate diagnostic or discovery, migration, or advanced configuration service is included at this stage.

2. General principles

2.1 Delivery responsibility. In a direct sale, Endless delivers the services and is responsible to the customer for their delivery. In a Reseller sale, the Reseller delivers the services and is responsible to the end customer for their delivery. A Reseller may deliver a service only if it holds the applicable Endless certification.

2.2 Delivery method. Services are delivered remotely by default. On-site delivery requires separate quotation and approval.

2.3 Fees and invoicing. This catalog describes each service’s pricing model. Specific fees are set out in the applicable commercial annex and may be updated without reissuing this catalog. Endless may waive any fee commercially. Services are invoiced together with the applicable subscription invoice.

2.4 Customer success and support. Customer success and support are separate functions:

• Customer success covers adoption, best-practice recommendations, training and, for level 2, authorized workspace administration.
• Support is provided online and addresses product issues, incidents and suggestions. Support does not depend on the customer having an assigned customer success manager (“CSM”).

2.5 General exclusions. Unless expressly included in the applicable SOW or Order Form, the services do not include:

• Business outcomes or guaranteed adoption results;
• Product support;
• Development work that has not been quoted and approved;
• Content, data or system migration; or
• Any work outside the stated scope.

2.6 Prerequisites. No general minimum customer prerequisites are established for Endless to work in a customer workspace. Any required access, permissions, customer contacts or other dependencies are addressed for the relevant engagement.

3. Remote onboarding

3.1 Eligibility and pricing model. Remote onboarding is required for every new sale of up to 30 members, although it may be commercially waived. It is a one-time service and carries a one-time fee unless waived.

3.2 Scope. Remote onboarding consists of one remote session of up to 75 minutes, preferably conducted in the customer’s workspace with active participation from the relevant users. It includes:

• Confirming that users can access the platform with the appropriate permissions;
• A walkthrough of Endless tools, functionality and relevant use cases; and
• An explanation of the relevant administrative functions for the customer’s administrator(s).

The assigned CSM delivers the session. The Account Executive (“AE”) may participate at Endless’s discretion.

3.3 Deliverables and completion. Following the session, Endless sends a recap email with standard enablement materials and a recording of the session. Sending this recap email completes the service. Product problems, incidents and suggestions after completion are handled through support.

A second training or follow-up session is evaluated case by case. The Account Manager or CSM may decide whether to provide it at no charge or quote it separately. Whether the customer must designate a point of contact (“POC”) or administrator before the session is also determined case by case by the Account Manager or CSM.

4. Change management

4.1 Eligibility and pricing model. Change management is required for accounts with more than 30 members and replaces remote onboarding; the two services are not purchased together. It is a one-time, prepaid service. Packages are determined solely by the number of users contracted at the time of sale:

Packages do not depend on the number of teams or other variables. If the customer increases its license volume into a higher package during delivery, the Account Manager determines case by case whether to absorb the increase, reconfigure the scope or quote the difference.

4.2 Kick-off and customer governance. The kick-off must occur within the first 15 days after contract signature. Any delay attributable to the customer is the customer’s sole responsibility. Before the kick-off, the customer designates one POC in writing. That POC centralizes coordination and approvals; separate team-level owners are not required.

The kick-off is attended by the POC, AE and CSM. It creates a project containing the operating plan, including:

• Teams and relevant use cases;
• Assigned tools, limits and permissions;
• Session calendar and responsibilities;
• Adoption objectives;
• Communications and standard materials; and
• Risks and recommended mitigations.

After the kick-off, the engagement follows the agreed project plan and the customer’s availability. There is no general maximum duration.

4.3 Scope and responsibilities. The CSM leads the onboarding sessions by team and use case. AE participation is not required after the kick-off. The service includes as many training and onboarding sessions of up to 75 minutes as are reasonably necessary to onboard the users included in the applicable package. For each session, the CSM sends a recap email and, when delivered remotely, the recording and standard enablement materials.

Adoption objectives are working objectives only; Endless does not guarantee adoption or business results. The CSM defines and executes the plan, but customer participation and actual use remain the customer’s responsibility.

Internal communications are a shared responsibility: the CSM designs the communication plan and provides standard materials when appropriate; the customer sends invitations, announcements, reminders and follow-ups to its teams.

The service includes only standard Endless materials and session recordings. It does not include customized internal customer content. The CSM identifies and records risks and recommends mitigations; the customer decides on and carries out its internal actions.

4.4 Completion and acceptance. At completion, the CSM delivers a final summary document to the POC. The service concludes upon the POC’s written acceptance of that document. If the POC does not respond within five (5) business days after delivery notice, the document is deemed accepted. Once the service is completed, the CSM has no further obligation to the customer under the change management service.

5. Customer success manager, level 1

5.1 Eligibility and pricing model. CSM level 1 is a recurring service available to organizations of any size, at one fixed recurring fee.

5.2 Scope. Each month, the CSM:

• Reviews platform use retrospectively;
• Recommends improvements based on best practices; and
• Provides one remote training session of up to 75 minutes for relevant use cases, new employees or new teams.

CSM level 1 does not make changes to customer limits, permissions, configurations, user access or user removals.

5.3 Monthly report. The CSM delivers a standardized monthly report to the customer’s designated POC or administrator. The customer may change that recipient in writing. The report includes:

• Usage;
• Findings;
• Recommendations;
• Training completed; and
• Next steps.

6. Customer success manager, level 2

6.1 Eligibility and pricing model. CSM level 2 is a recurring service available to organizations with at least 50 users. For organizations with fewer than 50 users, only CSM level 1 is available, and administrative changes remain the customer’s responsibility unless Endless agrees to an exception. CSM level 2 carries a fixed monthly fee for each of the following tiers:

Organizations with more than 2,000 users will normally require more than one CSM. The number of CSMs and the fee are determined case by case.

6.2 Scope. CSM level 2 includes all CSM level 1 services and may also:

• Create and remove users;
• Review consumption limits;
• Enable or disable models and tools;
• Propose APIs, MCPs and connectors; and
• Train teams or individuals on demand.

The CSM acts as an extension of the customer’s team to support proper platform use. The service is not subject to a fixed capacity limit and is delivered on a reasonable-efforts basis.

Changes in the customer’s workspace are governed by a matrix of pre-authorized changes. Sensitive changes require the customer’s written approval. Each SOW includes the customer-specific classification of pre-authorized and sensitive changes. The operational channel for requests and approvals is agreed with the customer and may use the customer’s own work channels.

6.3 Monthly report. The CSM provides the same standardized monthly report as CSM level 1, expanded to include:

• Changes performed;
• Customer approvals; and
• Pending requests or actions.

7. Terms for both CSM levels

7.1 Unless otherwise agreed, each CSM service remains in effect for the term of the applicable customer agreement.

7.2 CSM services are provided during Endless business days and business hours, with no guaranteed response time.

7.3 The CSM may propose training based on observed platform use, and the customer decides whether to take it. Other than the monthly training included in CSM level 1, there is no fixed additional training schedule.

7.4 If the customer concludes that the service does not deliver additional value, it may discontinue the CSM service without penalty by giving at least 30 days’ notice by email, copying the assigned CSM.

8. Tech stack services

8.1 Availability and pricing model. Endless takes an open approach to integrations through connectors, MCPs and APIs. Any customer on a Business plan may request the documentation needed to configure a connector, MCP or API on its own. If the customer wants Endless to do the work, it requests a quote through its Account Manager; Endless then opens a dedicated project and provides the applicable SOW. Tech stack services may carry a one-time fee, a recurring maintenance fee, or both.

8.2 Scope. As expressly defined in the SOW, tech stack services may include:

• Development or configuration;
• Testing;
• Deployment; and
• Maintenance.

Customer discovery and requirements gathering are the customer’s responsibility, except for the limited activities Endless reasonably needs to estimate the project. Credentials, permissions, licenses and third-party access required for an integration are defined in the applicable SOW.

8.3 Maintenance and changes. Maintenance covers only developments and configurations performed by Endless, including maintenance related to third-party API, MCP or provider changes, unless the applicable SOW expressly states otherwise. Pre-existing customer integrations or third-party integrations may be evaluated and quoted as a new project.

Integration incidents and requests relating to developments performed by Endless are reported through the Endless support channel and managed as tickets, separately from customer success. Changes after deployment that exceed maintenance are evaluated case by case through the Account Manager, and Endless determines whether to absorb or quote them. Any credits consumed by an integration are added to the customer’s applicable credit package.

8.4 Acceptance. A development or configuration is accepted upon the POC’s written acceptance after the testing agreed in the SOW is complete. If the POC does not respond within five (5) business days after Endless notifies the customer that testing is complete, the development or configuration is deemed accepted.