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This Customer Onboarding Agreement (“Agreement”) is hereby established on this [Date] (“Effective Date”) between the Service Provider, represented by Coachpromax, and the Customer, represented by [Customer Name]. The Service Provider and Customer shall collectively be referred to as the “Parties” throughout this Agreement.

1. Services to be Provided

The Service Provider, [Your Agency Company Name], agrees to provide the following services to the Customer as part of the onboarding process:

┬áThe Service Provider will diligently execute the deployment and configuration of the SaaS product to tailor it to the specific requirements and preferences of the Customer. This includes a detailed assessment of the Customer’s needs, followed by the customization of the software to optimize its functionality within the Customer’s environment.

In cases where integration with the Customer’s existing systems is necessary, the Service Provider will provide comprehensive assistance throughout the integration process. This includes initial consultations to determine integration requirements, development of integration plans, and ongoing support to ensure seamless data exchange between the SaaS product and the Customer’s systems.

The Service Provider is committed to facilitating the Customer’s understanding and effective utilization of the SaaS product. To this end, the Service Provider will offer training sessions tailored to the Customer’s team. Training materials and resources will be made available to enhance the Customer’s knowledge of the product’s features and functionalities, enabling them to maximize its benefits.

During the onboarding period and beyond, the Service Provider will extend various levels of technical support to the Customer. This support includes but is not limited to troubleshooting, assistance with technical issues, and guidance on best practices for using the SaaS product. The Customer will have access to a dedicated support team, and contact information for support inquiries will be provided.

2. Onboarding Process

The onboarding process will include the following steps:

The onboarding journey begins with a personalized welcome meeting. A designated representative from the Service Provider will conduct the meetings. The primary goals of this meeting are to establish rapport, outline the onboarding process, and align expectations regarding roles and responsibilities.

A thorough needs assessment will be conducted to understand the unique requirements of the Customer. The Service Provider will work closely with the Customer to identify specific aspects of the SaaS product that require customization. The configuration process will be meticulously executed to align the SaaS product with the Customer’s operational needs and objectives.

Integration of the SaaS product with the Customer’s existing systems will be strategically planned and executed. Data migration, if necessary, will follow a structured approach with defined timelines and contingency plans to mitigate any potential challenges. Regular communication will ensure a smooth transition of data and functionalities.

Comprehensive training sessions will be scheduled to educate the Customer’s team on the features and functionalities of the SaaS product. Training materials, which may include user guides, video tutorials, and interactive sessions, will be provided to facilitate effective utilization. Additionally, certification programs will be made available to validate proficiency.

Thorough testing procedures will be carried out to validate the functionality and performance of the configured SaaS product. This step involves the active participation of both the Customer and Service Provider teams. Criteria for successful testing and validation will be established, ensuring that all systems are functioning as intended.

Following successful testing and validation, the SaaS product will transition to the live environment. The Service Provider will ensure a smooth handover, providing any necessary support during this transition. Post-go-live, ongoing support and assistance will be available to address any queries or concerns and to ensure continued success in utilizing the SaaS product effectively.

3. Responsibilities of Service Provider

The Service Provider (SaaS company) agrees to:

We will maintain clear and transparent communication channels with the Customer, including: Providing a detailed overview of the onboarding process. Defining roles and responsibilities for both parties.Setting clear expectations for the onboarding journey.Offering regular updates and responsive support.Encouraging open dialogue and feedback to ensure a smooth onboarding experience.

The Service Provider is dedicated to empowering the Customer’s team with the knowledge and skills needed to leverage the SaaS product effectively. To this end, the Service Provider will: Deliver comprehensive training sessions tailored to the specific needs of the Customer. Provide access to training materials, such as documentation, tutorials, and user guides. Offer multiple channels for support, including email, phone, and a dedicated support portal. Define clear response times for support inquiries, ensuring that the Customer’s concerns are addressed promptly and efficiently.

In the event that issues or concerns arise during the onboarding process, the Service Provider will establish a structured procedure for reporting and addressing them. This includes: Designating a point of contact or support team responsible for issue resolution. Outlining the process for reporting issues, including the preferred method of contact.Demonstrating a commitment to addressing and resolving reported issues in a timely manner, with defined response and resolution times.Maintaining open communication with the Customer to keep them informed of the status of issue resolution efforts.

4. Responsibilities of Customer

The Customer agrees to:

The Customer will collaborate closely with the Service Provider, furnishing essential information and resources essential for a successful onboarding process. This includes promptly providing requested data, access credentials, and any other pertinent information crucial to the onboarding procedure.

The Customer will actively engage in all relevant onboarding activities, such as training sessions, testing, and reviews. Their proactive involvement is essential to ensure a smooth onboarding process, successful integration, and effective utilization of the SaaS product.

5. Term and Termination

This Agreement shall commence on the Effective Date and shall continue until the onboarding process is completed, as outlined in Section 2. Either party may terminate this Agreement upon written notice, subject to the terms outlined in the agreement.

6. Confidentiality

Both parties agree to maintain the confidentiality of any proprietary or confidential information shared during the onboarding process, including SaaS product features and configurations.

7. Governing Law

This Agreement shall be governed by the laws of Alberta. Any disputes arising from this Agreement will be resolved through arbitration in the Province of Alberta.

8. Entire Agreement

This Agreement constitutes the entire agreement between the parties and supersedes all prior negotiations, understandings, and agreements. No modifications or amendments are valid unless in writing and signed by both parties.

9. Amendments

Any amendments to this Agreement must be in writing and signed by both parties.