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Schedule M: Solution Offering Terms: Digital Customer Experience Foundations

EXPERT SERVICES – DIGITAL CUSTOMER EXPERIENCE FOUNDATIONS

The following tasks are included as part of this New Relic Digital Customer Experience Foundations Package:

a)    Implementation Assistance

New Relic will assist the Customer with the following implementation activities as applicable and at Customer’s direction:

  1.     Assist Customer with conducting a one (1) day workshop with its business stakeholders to identify business goals and related Key Peformance Indicators (“KPIs”) (up to 10 business KPIs);

  2.     Assist Customer with conducting a one (1) day workshop with its business stakeholders to identify up to four (4) customer journeys that drive the above identified business goals and KPIs;

  3.     Assist Customer with conducting an inventory of up to (10) applications that are part of previously identified customer journeys in Step 2;

  4.     Assist Customer with deployment and configuration of up to ten (10) New Relic software agents (as applicable).;

  5.     Assist Customer with creating up to two (2) dashboards, with a maximum of five (5) widgets each, that includes short term high detail dashboard for errors and performance spikes and long term dashboards for trends and aggregate user behavior;

  6.     Assist Customer with creation of up to five (5) custom attributes to capture performance and business KPIs identified;

  7.     Assist Customer with creation of dashboards for up to ten (10) custom attribute KPIs in up to two (2) dashboards, with a maximum of five (5) widgets each;

  8.     Assist Customer with creation of up to ten (10) alert conditions and three (3) alert channels, including base line alerts for cloud based metrics;

  9.     Conduct up to two (2) knowledge transfer sessions for performing root cause analysis using Alerts;

  10.     Assist Customer with creation of one (1) service map that provides visual representation of application architecture (as applicable);

  11.     Assist Customer with creation of one (1) Health Map to determine affected components;

  12.     Assist Customer with assessment of one (1) game day simulation to practice incident management best practices;

  13.     Assist Customer with identifying up to ten (10) steps in the key customer journeys identified that impact business KPIs and up to ten (10) actions in the Customer’s application associated with the above steps;

  14.     Assist Customer with definition of up to ten (10) KPIs based on Step 13;

  15.     Assist Customer with creation of up to two (2) dashboards, with a maximum of up to five (5) widgets each, for KPIs identified in Step 14.