Professional Services Scope and Services Description
Professional Services shall be provided based on the Services Scope outlined herein. Responsive Professional Services team will partner with the Customer for the Term of the Services Scope (the "Services Subscription Term"). All capitalized terms used and not expressly defined herein will have the same meanings as given to them in the Master Subscription Agreement or other written subscription agreement including any attachments between Customer and Responsive (collectively, the "Agreement").
Table of Contents
Rev: 18 May, 2026 (previous version)
Activate Onboard Services Scope
Responsive shall provide the following Professional Services as part of the Activate Onboard Services package:
● Designated Onboard Consultant
● Deliver an Activate Welcome email within one (1) business day following Effective Date; this email will enable Customer to select and schedule two working sessions, choosing either: (a) an accelerated pathway within 48 hours, or (b) a standard pathway within two weeks
● The Onboard Consultant will assign on-demand Responsive Academy training courses;
● Conduct one (1) virtual Build a Content Library Workshop, up to ninety (90) minutes, covering account setup and authentication, Content Library fundamentals, content organization, and Phase 1 Content Library build and optimization (if applicable)
● Conduct one (1) virtual Respond to an RFx Workshop, up to ninety (90) minutes, covering Content Library organization, project workflow, AI tools, reporting dashboards, cloud storage (if applicable), and earn the Responsive Activated badge
● Facilitate transition to the Responsive Customer Success team to conclude the Project Scope, including delivery of a digital learning pathway to support ongoing adoption and platform optimization
● Includes four (4) Responsive Academy certifications, valid for six (6) months from the effective date
Term
The Activate Onboard package will be deemed fully utilized three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first, regardless of Customer participation or scheduling delays.
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Automate Onboard Services Scope
Responsive shall provide the following Professional Services as part of the Automate Onboard Services package:
● Activate Onboard Services package, plus the following:
● The Onboard Consultant will assign on-demand Responsive Academy training; Customer is responsible for completing all assigned courses prior to the Content Management session
● Conduct one (1) virtual Content Management session, approximately one (1) hour, to review content organization, introduce duplicate management tools, define governance (ownership, cadence, audits), and review Content Health Dashboard and Insights reporting
● Conduct one (1) virtual Project Workflow session, approximately ninety (90) minutes, to define intake, Go/No-Go criteria (if applicable), workflow stages, task management, roles, and approval processes
● Conduct one (1) optional Response Template session (if applicable), approximately one (1) hour, to review formatting standards, import templates, define section templates, and validate response exports
● Conduct one (1) virtual AI Agents & Workflow Enablement session, approximately ninety (90) minutes, to review standard AI Agents, introduce Agent Studio, and guide deployment of one (1) custom agent (if applicable)
● Conduct one (1) virtual SME Collaboration & Core Team Enablement session, approximately one (1) hour, to enable SMEs and core users on Content Library navigation, Ask, content contribution, and project-based Q&A workflows
● Provide guidance on Customer-prioritized integrations, limited to standard configuration, to be completed within the first sixty (60) days of Effective Date (if applicable)
● Facilitate one (1) virtual Automate Closeout & Transition session, approximately one (1) hour, to review outcomes, adoption, available enablement resources, and transition Customer to Responsive Customer Success team; this session marks the conclusion of the Project Scope
Term
The Automate Onboard package will be deemed fully utilized two (2) months from the Effective Date or completion of the Services Scope, whichever occurs first, regardless of Customer participation or scheduling delays.
Standard Enterprise Implementation Services Scope:
Responsive shall provide the following Professional Services as part of the Standard Implementation: Enterprise Package:
Designated Implementation Consultant
Facilitate one implementation Kickoff Meeting within ten (10) business days of the Effective Date
Conduct up to nine (9) virtual training sessions that are approximately sixty (60) minutes each and related to the Product(s) purchased (e.g., Content Library Basics, Content Management, Project Lifecycle, Request Projects, Additional sessions for LookUp, Profile Center, AI Assistant)
Conduct configuration and testing of one (1) integration use case
Conduct a final review meeting with the Implementation Consultant and Customer's core admin team to verify key implementation milestones and outcomes.
Conduct one (1) meeting with the assigned Company Customer Success team which marks the conclusion of the Project Scope and outlines next steps for continued adoption and optimization of the Software
Term
The Standard Enterprise Implementation Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first.
Premium Enterprise Implementation Services Scope:
Responsive shall provide the following Professional Services as part of the Premium Implementation: Enterprise Package:
Standard Implementation: Enterprise package, plus:
Designated Implementation Consultant and Professional Services Consultant
Up to two (2) virtual workshops (60 minutes each) to review content and data strategy, including formatting and best practices
Twenty (20) additional hours of consulting to support the implementation, which may include:
Content import, content organization, and best practices
Template creation and configuration of any one (1) template (e.g., Proposal Builder, Response templates, Section templates)
Migrating historical project data
Custom report building (up to 3)
Refresher training on additional functionality, and previous content
Term
The Premium Enterprise Implementation Package will be deemed fully utilized within four (4) months from the Effective Date or completion of the Services Scope, whichever occurs first.
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Activate Request Projects Services Scope
Responsive shall provide the following Professional Services as part of the Activate Request Projects Services package:
● Designated Professional Services Consultant
● Deliver a Welcome email within one (1) business day of Effective Date; this email will enable Customer to select and schedule two Working Sessions, choosing either: (a) an accelerated pathway within 48 hours, or (b) a standard pathway within two weeks
● Make available On-demand Responsive Academy training courses;
● Conduct one (1) virtual Create and Publish Workshop, up to two (2) hours, covering core request management principles, Phase 1 workflow alignment, basic config, templates, and user setup
● Conduct one (1) Manage and Evaluate Workshop, up to two (2) hours, focused on configuring and publishing one (1) live or test request, AI-assisted intake optimization, reporting basics, managing responders, and earn the Request Projects badge
● Facilitate transition to the Responsive Customer Success team to formally conclude the Project Scope, including delivery of a digital learning pathway to support ongoing adoption and additional use cases
Term
The Activate Request Projects package is deemed fully utilized upon thirty (30) days from the Effective Date or completion of the Services Scope, whichever occurs first, regardless of Customer participation or scheduling delays.
Data Migration Services Scope:
Responsive shall provide the following Professional Services as part of the Data Migration Services Package:
An assigned Data Migration Specialist
Review current location and sources of Customer Data (initial audit)
Perform a sample migration of Customer Data to evaluate formatting and quality
Perform a sample migration of Customer Data into the Customer instance of the Software
Perform quality assurance testing of Customer Data in the production environment (Responsive and Customer)
Perform full migration of Customer Data into the Customer instance of the Software along with full quality review and correction
Provide a set of instructions outlining best-practice formatting of Customer Data to ensure data readiness
Term
The Data Migration Services Package will be deemed fully utilized within within 30 or 60 days (depending on the type of migration scoped) from the Effective Date or completion of the Services Scope, whichever occurs first.
EXPERT SERVICES
Content Reboot Services Scope
Responsive shall provide the following Professional Services as part of the Content Reboot Services Package:
● Company will provide a Professional Services Consultant to conduct an audit of the Customer Content Library which will include a multi- level review process and a seven component review of findings
● Professional Services Consultant will present the audit findings to Customer with a blueprint on how to execute the Content Library cleanup.
● Company will provide ten (10) additional hours of consulting to support the implementation of the content audit recommendations.
Term
The Expert Services Content Reboot Services Package will be deemed fully utilized within three (3) months from the Effective Date or completion of the Services Scope, whichever occurs first.
Activate Trust Center Services Scope
Responsive shall provide the following Professional Services as part of the Activate Trust Center Services package:
● Designated Professional Services Consultant
● Deliver a Trust Center Welcome email within one (1) business day of Effective Date, which includes required on-demand Responsive Academy training courses
● Facilitate one (1) virtual planning session, approximately forty-five (45) minutes, to review platform capabilities, Trust Center features, and the completed Workbook inputs
● The Trust Center Consultant will configure and organize either one (1) public facing Trust center or one (1) Private Profile
● Conduct one (1) virtual review session, approximately sixty (60) minutes, to evaluate Customer’s Trust Center, including address access controls, NDA bypass, Salesforce integration, and identification of any content gaps
● Conduct one (1) virtual readiness session, approximately thirty (30) minutes, to align on custom domain setup and rollout strategy, and earn the Trust Center Champion badge
Term
The Activate Trust Center Services package will be deemed fully utilized thirty (30) days from the Effective Date or completion of the Services Scope, whichever occurs first, regardless of Customer participation or scheduling delays.
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9-Point Content Audit Scope
Responsive shall provide the following Professional Services as part of the 9-Point Content Audit Services package:
● Designated Professional Services Consultant
● Consultant will perform an audit of Customer’s Content Library in Responsive, evaluating content quality, structure, and readiness for AI-driven workflows
● Create and make available a standardized, a two-page AI Readiness Scorecard evaluating these key areas: Library Insights, Internal Confidence, Automation Efficiency, Content Organization, Q/A Pair Structure, Documents, Duplicate Check, Moderation Review and Flow, and Search Insights
● Provide prioritized recommendations outlining the top actions to improve content and AI effectiveness
● Develop annotated Q&A examples demonstrating key findings and suggested improvements
● Conduct one (1) virtual read-out session with Customer, approximately one (1) hour, to review findings and provide recommendations
Term
The 9-Point Content Audit Services package will be deemed fully utilized thirty (30) days from the Effective Date or completion of the Services Scope, whichever occurs first, regardless of Customer participation or scheduling delays.
Expert Services Scope
Responsive shall provide the following Professional Services as part of the Expert Services Package based on the number of hours purchased, which may include (but not limited to):
Operational tasks
Best practice consulting services
Workflow process methodology
Strategic initiatives
Platform optimization
Customer and Responsive will agree on the schedule of Professional Services tasks before hourly work begins.
Responsive will provide recommendations based on Customer requests and best practices, and will outline key objectives in support of these requirements.
Responsive will execute against the agreed-upon tasks, and will update Customer on the progress of each effort in a timely manner. If hours allotment is insufficient to cover the proposed tasks and objectives, Responsive is responsible for informing the Customer.
Term
The Expert Services Package will expire on the end date outlined on the Order Form or completion of the Services Scope, whichever occurs first.
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ADDITIONAL TERMS AND CONDITIONS
The following applies to all Professional Services provided by Responsive:
Responsive Roles & Responsibilities
Responsive will provide the agreed-upon services and has the following responsibilities to ensure timely completion of the Services Scope.
Submit deliverables in accordance with the agreed-upon schedule.
Schedule and conduct regular status update meetings with the Customer.
Identify, escalate, and share any risks with the Customer promptly.
Review and action Customer feedback on deliverables in a timely manner.
Use Customer-provided equipment and resources in accordance with Customer policies and procedures.
The right to place the project on hold, and to reallocate resources due to Customer’s non-responsiveness.
Established Project and Portal Mapping SLAs depending on the request.
Customer Roles & Responsibilities
Customer will staff a team responsible for the duties below. In addition, Customer shall provide timely access to all necessary resources, including content, IT systems, etc. as necessary for Responsive to provide the Services and to ensure timely completion of the Services Scope:
Customer to designate at least one (1) main point of contact during the Subscription Term to help Responsive schedule meetings and trainings.
Customer will review and provide necessary feedback on the deliverables in accordance with agreed-upon schedule or within ten (10) business days of the Effective Date, whichever is sooner.
Customer to provide any required information to Company in an agreed upon schedule to setup Customer account within the Software.
Customer will participate in regularly scheduled and ad hoc meetings with Responsive as agreed to support Services Scope completion , and as needed to address issues and risk mitigation.
Customer will promptly communicate to Responsive, in writing, any complexities or new priorities that arise.
For any Data Migration Services: Customer will provide Customer Data to Company in ready state within thirty (30) days of Effective Date.
For Activate and Automate Services: Customer will complete all Responsive Academy assigned courses and upload an initial set of “gold-standard” content such as high-quality, up-to-date, and well-curated materials, along with comprehensive Q&A pairs.
For Requests Projects Services: Customer will complete all assigned Responsive Academy training courses and identify initial request types and stakeholder participants.
For Trust Service Services: Customer will complete the Trust Center Workbook and provide required planning inputs (if applicable).
If there is metadata on the documents that should be imported, Customer will accept meetings from Responsive to verify the metadata before import to ensure success.
Customer will accurately validate that Customer Data is migrated and Q&A pairs are complete within two (2) weeks of completion of data migration services.
Customer will review and follow Company provided instructions for data migration
Customer is solely responsible for the content after delivery. Responsive staff will not create new content or modify existing content in the Software.
Out of Scope Services
Out of scope services include, but are not limited to, the following:
Virtual meetings exceeding twenty-five (25) participants
Activities and training in languages other than English
Onsite meetings and Responsive travel
Content creation, including writing, documentation, and graphic design
Custom development services
Responsive management of software tools in customer environments provided by other vendors (e.g., MS Word, MS Excel)
Scheduled meetings outside of normal business hours (8:00am – 8:00pm) Customer’s local standard time including nationally recognized holidays
If Customer requests an out of scope service, Responsive will work jointly with Customer on a Statement of Work Addendum to document and analyze the requirements scope, level of effort, tasks and additional fees.
Expiration of Services
The Customer agrees any of the Professional Services purchased must be used within the Services Subscription Term outlined on the applicable Order Form and that any unused Professional Services shall be forfeited upon expiration or termination of the Services Subscription Term. Upon the expiration of the Services Subscription Term, the Customer may elect to purchase additional Professional Service hours, upon written agreement by both Parties. However, the same Consultant cannot be guaranteed for the additional Professional Services purchased.