Implementation & Training Service Entitlements

This Schedule of HotSchedules Implementation & Training Service Entitlements is intended to set out the standard offering based on the software subscriptions which have been purchased.

 

General Definitions

 

“Company”, “You” and “Your” means the individual or entity that has ordered Success Services from HotSchedules

“Authorized Location” means a discrete profit center at a physical location at which Subscriber or an Affiliate of Subscriber has operations. a discrete profit center at a physical location at which Subscriber or an Affiliate of Subscriber has operations.

“Data Mapping” means the process by which different data models are linked to each other using a defined set of methods to characterize the data in a specific definition.

“Site Mapping” is a form of Data Mapping that means the process of linking pages of a HotSchedules site to each other.

“Lab Site” means a site created for the purpose of testing and refining its configurations.

“Testing Data” means customer-provided data used in a Lab Site for the purpose of testing labor rules.

“Pilot Location” means a live site, identified by Customer, chosen to run a small-scale, short-term experiment that helps Customer learn how a large-scale project might work in practice.

 

Role Definitions:

 

“Implementation Specialist” means the HotSchedules project manager assigned for the term of the implementation project.

“Implementation Technician” means the HotSchedules technician responsible for site build and configuration

 

Deliverables Definitions:

 

“Staff Availability” means the days of the week that a team member at the Authorized Location is available to work.

“Blocked Dates” means the days of the year that the Authorized Location has marked as not available for a team member to request days off from work.

“Labor Budgets” means the target budgeted financial numbers set by the Authorized Location for the Manager level users to compare forecasted, schedule and actual numbers against.

“Rosters” means the report that displays all scheduled team members at the Authorized Location for a specified day.

“Customized Floor Maps” means the Authorized Location’s schematic map of the venue floor plan where guests are seated and illustrates service staff sections. HotSchedules creates this floor map and loads it into the application for use as a printable roster report with floor map to be used to run day-to-day business.

“First Schedule” means the very first schedule created within the HotSchedules application at the Authorized Location.

“Custom Task List” means the tasks that are created in the Above Store Console for the Logbook and pushed to Authorized Locations for daily usage to track their work assignments.

“Library” means the repository where documents are stored for the Logbook which are then accessible to Authorized Locations for viewing or downloading.

“Academy” means the top level of the HotSchedules Train application hierarchy where a Company can manage and structure all curriculum, courses and lectures for their Authorized Locations.

“Hierarchy Modifications” means changes made to the structure of how a Company organizes their Authorized Locations to ensure the proper parent/child relationships.

“Site Access” means that the Company has been granted access to the product(s) that were purchased as part of the implementation project.

“Successful Integration” means that data is flowing in accordance with project documentation from the customer POS into various HotSchedules products.

“Configuration Discovery Call” means an initial call with an Implementation Specialist where specifics of an integration and site configuration are discussed as to ensure successful implementation.

“Remote Installation Appointment” means the appointment which is made with an Implementation Specialist to establish a remote connection to the POS system and install any necessary software to complete a data integration.

“HotSchedules Group Orientation” means a regularly held webinar which new customers are granted access to in order to learn some basics and begin the HotSchedules implementation process.

“Admin Training” means the training session offered to Your admins who are the primary point of contact at the parent level of Your Company.

“Personal Training Call(s)” means the phone or webinar interactions between You and a HotSchedules Implementation Specialist. Not attending a scheduled Training Call will result in forfeiting that call. Example: If Your implementation includes four (4) Training Calls, not attending a scheduled call will result in the availability of three (3) Training Calls for Your implementation project.

“I&T” means Implementation & Training

 

HotSchedules Standard I&T Packages

 

HotSchedules Non-Integrated

  • Implementation Specialist assigned for up to 45 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions, employee roster load, etc.)
    • Site Access
    • Access to a 30-minute HotSchedules Group Orientation webinar
    • One, 1-hour Personal Training Call with a dedicated Implementation Specialist
      • Add-ons purchased with this product will include an additional 1-hour Training Call

 

HotSchedules Non-Integrated Smart Pack

  • Implementation Specialist assigned for up to 45 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions, employee roster load, etc.)
    • Site Access
    • Access to a 30-minute HotSchedules Group Orientation webinar
    • Up to two 1-hour Personal Training Call with a dedicated Implementation Specialist
      • Applicable additional products will include one additional 1-hour Training Call as required

 

HotSchedules Integrated

  • Implementation Specialist assigned for up to 45 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions and integration configuration, etc.)
    • One, 30-minute Remote Installation Appointment
    • Site Access sent following Successful Integration
    • Access to a 30-minute HotSchedules Group Orientation webinar
    • One, 1-hour Personal Training Call with a dedicated Implementation Specialist (see HotSchedules +5 Location below for details on multi-unit rollout entitlements)
      • Applicable additional products will include one additional 1-hour Training Call as required

 

HotSchedules Integrated Smart Pack

  • Implementation Specialist assigned for up to 45 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions and integration configuration, etc.)
    • One, 30-minute Remote Installation Appointment
    • Site Access sent following Successful Integration
    • Access to a 30-minute HotSchedules Group Orientation webinar
    • Up to two 1-hour Personal Training Call with a dedicated Implementation Specialist
      • Applicable additional products will include one additional 1-hour Training Call as required

 

HotSchedules +5 Locations

    • 5-25 Locations
      • All entitlements listed for Integrated and Non-Integrated solutions
      • Conducted Group Training with customers scheduling managers with dedicated Implementation Specialist (remote training)
      • One (1) hour training session to be conducted in weekly training sessions (over a max 5 week period)
    • 25-100 Locations:
      • All entitlements listed for Integrated and Non-Integrated solutions
      • Conducted Group Training with customers scheduling managers with dedicated Implementation Specialist (remote training)
      • One (1) hour training session to be conducted in weekly training sessions (over a max 5 week period) with up to two (2) group sessions per week
    • 100+ Locations:
      • 1-hour 1:1 weekly Training Call with dedicated Implementation Specialist  (up to 5 with up to 3 call option times per week)

 

Clarifi Talent Development (formerly HotSchedules Train)

  • Implementation Specialist assigned for up to 30 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 30-minute Configuration and Content Discovery Call
    • Implementation Technician site build and initial configuration (permissions and integration configuration if applicable, etc.)
    • Site Access
    • Up to three 1-hour Personal Training Call with a dedicated Implementation Specialist

 

HotSchedules Add-On Packages

 

HotSchedules Logbook

  • Implementation Specialist assigned for up to 45 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions and integration configuration, etc.) - does not include task list buildout
    • Up to two 1-hour Personal Training Call with a dedicated Implementation Specialist

 

HotSchedules Above Store Console

  • Implementation Specialist assigned for up to 30 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions, etc.)
    • One, 1-hour Personal Training Call with a dedicated Implementation Specialist

 

HotSchedules ACAdvisor

  • Implementation Specialist assigned for up to 30 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions, etc.)
    • Up to two 1-hour Personal Training Call with a dedicated Implementation Specialist

 

HotSchedules Time & Attendance

  • Implementation Specialist assigned for up to 45 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • Implementation Technician site build and initial configuration (permissions and integration configuration, etc.)
    • Up to two 1-hour Personal Training Call with a dedicated Implementation Specialist

 

HotSchedules Activity Based Forecasting (ABF)

  • Implementation Specialist assigned for up to 45 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • Implementation Technician site build and initial configuration (permissions, integration configuration and up to 5 business rules)
    • 1-hour Admin Training calls to review building rules (Up to 2)
    • 2-4 week user acceptance period with weekly check-ins from Implementation Specialist
    • One 1-hour Personal Training Call for store managers with a dedicated Implementation Specialist

 

Other Standard Services

 

Floor Maps

  • Implementation Specialist assigned for up to 14 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • Basic setup and access to maps (up to 5 maps)

 

Historical Data Upload

  • Implementation Specialist assigned for up to 30 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • Basic setup and access to data within sites

 

Best Practice

  • Implementation Specialist assigned for up to 30 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Discovery Call
    • One, 1-hour Personal Training Call with a dedicated Implementation Specialist covering content of choice by customer

 

HotSchedules Upgrade to Integration

  • Implementation Specialist assigned for up to 30 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • One, 15-minute Configuration Discovery Call
    • One, 2-hour Remote Installation Appointment
    • Site Access sent following Successful Integration
    • One, 1-hour Personal Training Call with a dedicated Implementation Specialist

 

Downgrade to Non-Integrated

  • Implementation Specialist assigned for up to 14 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • Downgrade to non-integrated complete within 3-5 business days
    • Links to features present in non-integrated sites

 

POS Conversion

  • Implementation Specialist assigned for up to 30 days and performs the following:
    • Initial introduction within 2 business days of Implementation Start Date
    • 2-hour Remote Installation Appointment with technicians to remove integration from current POS and move to new POS (1)
    • Verification of completed conversion over 2-week period

 

Starter and Maintenance Packages

 

Labor Starter Packages

HotSchedules can put you on the fast track to labor optimization! Our implementation and training experts will help you realize the full capabilities of the software and push toward organization-wide adoption.

Three products available, two for initial setup and one for ongoing maintenance:

    • Labor Starter Plus - Includes the following:
      • Implementation Specialist assigned for up to 60 days and performs the following:
        • Conducts additional web-based training meetings including advanced labor management training and/or a details schedule building session (up to 4 Training Calls total if needed)
        • Staff Availability and Blocked Dates entered (1 set per site)
        • Labor Budgets entered (integrated sites only)
        • Customized Floor Maps for Rosters (up to 3 per location)
        • Above Store Console configuration (if ASC is purchased)
    • Labor Starter Pro - includes the following:
      • Labor Starter Plus and:
      • Implementation Specialist assigned for up to 90 days and performs the following:
        • Conducts additional live and personalized training web meetings including advanced labor management training and/or a details schedule building session (up to 6 Training Calls if needed)
        • Creation of Your First Schedule (limit 1)
        • Customized Floor Maps for Rosters (up to 3 per location)

 

  • Labor Maintenance Package - On a monthly basis, the customer will be eligible for the following Labor maintenance updates:
  • Above Store Console Management

 

      • ASC Hierarchy Modifications
      • ASC user management
      • ASC Schedule reports
      • ASC preload uploads
    • Customized Floor Map creation and modification
    • As-needed Admin Training (1 call/month)
    • Note: The service limits do not accrue from month to month.

 

Logbook Starter Packages

Moving to a digital Logbook can be overwhelming. Outsource your task list file conversion to our Implementation Specialists and put yourself on the fast track to better organizational communication and consistency.

Three products available, two for initial setup and one for ongoing maintenance:

    • Logbook Starter Plus - Includes the following:
      • Implementation Specialist assigned for up to 60 days and performs the following:
        • Conducts additional web-based training meetings including discovery call for Custom Task Lists (up to 4 Training Calls total if needed)
        • Enters and configures Logbook hierarchy for all Authorized Locations
        • Creates and assign Custom Task Lists defined by You (up to 20 individual task lists per Company)
        • Uploads reference documentation to the Library (up to 10 per Company)
    • Logbook Starter Pro - includes the following:
      • Logbook Starter Plus and:
      • Implementation Specialist assigned for up to 90 days and performs the following:
        • Conducts additional live and personalized training web meetings including discovery call for Custom Task Lists (up to 6 Training Calls if needed)
        • Uploads reference documentation to the Library (up to 20 per Company)
        • Creates and assigns Custom Task Lists defined by You  (up to 40 individual task lists per Company)

 

  • Logbook Maintenance Package - On a monthly basis, the customer will be eligible for the following Logbook maintenance updates:

 

    • Logbook task list creation (up to new 5 individual task lists per month)
    • Task list modifications (on up to 10 task lists per month)
    • Reference document uploads (up to 10 per month)
    • ASC hierarchy modifications
    • As-needed Admin Training/Consultation (1 call/month)
    • Note: The service limits do not accrue from month to month.

 

Clarifi Talent Development (Formerly HS Train) Starter Packages

Ideal for training or operations managers low on resources and short on time or maybe just want to fast track their Academy. A dedicated specialist will provide consultation on organizing your Academy and alleviate some of the grunt work by uploading your existing courses, documents & assessments into the tool for you.

Three products available, two for initial setup and one for ongoing maintenance:

    • Talent Development Starter Plus- Includes the following:
      • Implementation Specialist assigned for up to 60 days and performs the following:
        • Conducts additional live and personalized training web meetings (up to 4 Training Calls total if needed)
        • Conducts a consultative training material review and Academy organization guidance session (1 session)
        • Uploads content provided by the client (up to 75 files)
        • Inputs exam questions provided by the client (up to 50 questions)
        • Creates key courses with content provided by the client (up to 5)
    • Talent Development Starter Pro - includes the following:
      • CTD Starter Plus and:
      • Implementation Specialist assigned for up to 90 days and performs the following:
        • Conducts additional live and personalized training web meetings (up to 6 Training Calls total if needed)
        • Conducts a training material consultation and Academy organization guidance session (1 additional session)
        • Uploads content provided by the client (up to an additional 100 files)
        • Inputs exam questions provided by the client (up to 100 questions)
        • Creates key courses with content provided by the client (up to 10)

 

  • Talent Development Maintenance Package - On a monthly basis, the customer will be eligible for the following Academy maintenance updates:

 

    • Upload of content provided by the client (up to 50 files)
    • Input exam questions provided by the client (up to 30 questions)
    • Creation of courses with content provided by the client (up to 5)
    • Academy structure maintenance
    • Academy user & Hierarchy Modifications
    • As-needed Admin Training/consultation (1 call/month)
    • Note: The service limits do not accrue from month to month.

 

ABF Starter Packages

In-depth Success Planning sessions where we discuss your objectives, current resources, and configuration needs; then map out your customized plan for building out your labor rule matrix. Ideal for the above store leader or administrator that is time and resource constrained and needs that kick start to building out a modern and dynamic labor plan.

  • ABF Starter Plus  -  Designed for 1-9 unit operations
    • Basic setup and access
    • 1, 30-minute Consultative Discovery Call
    • 4, 1-hour 1:1 consultative labor rules calls with a dedicated resource
    • 4 hours of email/phone support over 45 days (M-F, 24-business hour turnaround time)
    • 2, 1-hour Manager-level Training Calls
  • ABF Starter Pro  -  Designed for 10+ unit operations
    • Basic setup and access
    • Multiple Consultative Discovery Calls as needed to capture complex requirements
    • 4, 1-hour 1:1 consultative labor rules calls with dedicated resource
    • Specialized development cycle for multi-unit/multi-concept organizations
    • 10 hours of email/phone support over 45 days (M-F, 24-business hour turnaround time)
    • 3, 1-hour Manager-level Training Calls

 

Clarifi

 

Clarifi Labor Starter Packages

With Clarifi Labor, not only will you get our legendary scheduling tool, but you’ll also get powerful new forecasting and reporting engines, as well as additional labor management tools such as Workflow, useful widgets and Insights! Let one of our experts consult with you and your operations team on the best way to implement these tools and drive adoption!

  • Clarifi Labor Starter Plus - Includes the following:
    • Dedicated Project Manager for the duration of the implementation, introduced within 2 business days of Implementation Start Date
    • Customized project plans and rollout schedule/strategy
    • Remotely facilitated design workshop session in which we will define how to best integrate Clarifi into your existing operations
    • Implementation Technician site build and initial configuration (permissions and integration configuration, etc.)
    • One, 30-minute Remote Installation Appointment
    • Site Access sent following Successful Integration
    • In-depth admin training for your operations, training and senior leadership teams to help you learn how to use the tool and drive engagement
    • Up to 8 hours of configuration assistance with Workflow, Task Lists, Staff Availability and Labor Budget entry, Floor Maps (up to 3 per location) Permissions and Reporting/Dashboards.
    • Up to five, 1-hour Personal Training Calls for your management staff with a dedicated Implementation Specialist
  • Clarifi Labor Starter Pro - includes the following:
    • Clarifi Labor Starter Plus and:
    • Dedicated Functional Consultant: an industry veteran who can advise you on the best strategies for incorporating Clarifi in to your operations. They will work side-by-side with the Project Manager and your team to help ensure your success during the adoption period
    • Two-day, onsite design workshop (instead of a remote session)
    • Up to 16 hours of configuration assistance with Workflow, Task Lists, Permissions and Reporting/Dashboards.

 

Premium Support

 

Priority Care

  • Includes the following:
    • Priority Call Routing
    • Less than or equal to 30 second average wait times
    • Dedicated phone number
    • Priority Ticket Routing
    • Setup: You identify the admin contacts to receive priority routing.
    • HotSchedules will be provision contacts within the ticketing system to receive priority routing on all tickets submitted by You.
    • Less than or equal to 1 hour response times
    • Measured resolution SLAs
    • Dedicated email address
    • Ticket Trend Reports including SLA
    • Setup: You will be provisioned within ticketing system to receive priority routing on all tickets submitted by a user of your company’s email domain.
    • Reports sent to You via automated monthly email

 

Premium Corporate Care

  • Includes the following:
    • Priority Care
    • Setup: You identify the escalation contacts.
    • Named Account Specialist assigned and available to You:
    • Available Monday to Friday, during business hours (approximately 8 am to 5 pm, US Central time)
    • Direct phone line extension available to Admins (corporate level admin)
    • Monthly meetings to discuss open tickets or emerging trends
    • Ongoing in-depth Admin Training as needed (web based, limited to admin level)
    • Custom and personalized analysis of ticket trends (once per quarter)

 

 

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