Premier Success Program (PSP)

Maximize the value of your RelativityOne subscription with experienced technical and strategic guidance at every turn

Program Overview

The Premier Success Program (PSP) is a strategic enablement offering to maximize the value of Customer’s multi-year Flex Commit subscription of RelativityOne. The PSP includes premier access to and engagement with designated senior Relativity resources (Senior Customer Success Manager (CSM) and Senior Technical Account Manager (TAM)), advanced visibility and input into Relativity’s product innovation roadmap, and preference for participation in advance access programs. (For clarity, the PSP is not a Professional Services program.)

Potential Benefits:

• Empower business performance
• Drive time-to-value
• Guide performance and productivity
• Manage complexity and risk
• Influence product innovation
• Deepen strategic partnership

Your Premier Account Team

Senior Customer Success Manager

Your designated Senior Customer Success Manager (CSM) is your guide to maximizing the value of your RelativityOne investment. This industry and/or segment experienced professional will collaborate with you to suggest a success roadmap tailored to your unique goals and will partner closely with your team to achieve desired outcomes and build the foundation for enduring success. As your strategic thought partner and advocate, your CSM will connect the dots between your business objectives and Relativity’s capabilities, advising on best practices learned from working with our leading customers and channel partners.

Your CSM at a glance:

• Understands your business’s aspirations, opportunities, challenges, and value expected to attain.
• Regularly reviews progress-to-date against Success Plans and evolving customer needs.
• Orchestrates cross-departmental engagements tailored to your unique goals ensuring ongoing success.
• Advocates across departments for your business and identifies areas of improved partnership.

Senior Technical Account Manager

Your designated Senior Technical Account Manager (TAM) is your go-to resource for technical guidance, performance optimization, and issue prevention. This Relativity technologist will develop a deep understanding of your environment and provide proactive technical guidance, continuously optimizing your environment to enable productivity while minimizing disruption. As your technical thought-partner and advocate, your TAM will empower you to achieve better technical outcomes with RelativityOne, drawing upon their experience helping customers to unlock the full power of Relativity’s feature innovation.

Your TAM at a glance:

• Develops a deep understanding of your technical ecosystem to optimize performance and productivity.
• Actively communicates updates and releases to inform planning, readiness, and continuous improvement.
• Acts as your technical advisor, available to collaborate with your team to understand upcoming projects, evolving customer needs, and realize the full functionalities of your solution.
• Provides a consolidated understanding of key incidents and advises strategies to accelerate resolution.

Product Sponsor

With the Premier Success Program, you will have access to Relativity’s latest innovations through a designated Product Sponsor enabling early visibility and input into our product innovation roadmap. Create additional opportunities for your organization with prioritized inclusion in select Advanced Access programs for our latest product innovations. (Opportunity to participate in AA program(s) is subject to overall program capacity and Premier status does not guarantee access to the program.)

Your Product Sponsor at a glance:

• Understands how your business needs intersect with our product development plans and proposes roadmap presentations or other tailored sessions to keep you informed.
• Collaborates with you to identify and track product feedback themes while advising on proactive updates and re-evaluate feedback themes regularly.
• Advocates for the account by sharing feedback/requests internally where applicable.
• Oversees your engagement with the Product Team and potential Advanced Access program participation that supports your business objectives.

Availability and Coverage

• Business hours availability (hours are subject to resource location and country-specific labor laws).
• Contact via the Community Site Portal and/or direct phone line during business hours.
  • Escalation pathways available allowing two account contacts quicker access to higher level Support resources. Contacts must be System Admins.
• The scope will be dependent on the volume that can reasonably be managed by a single CSM or TAM who is not solely dedicated to Customer.
  • CSMs (Customer Success Manager) can support approximately 6-10 customers.
  • TAMs (Technical Account Manager) can support approximately 4-6 customers.
• Depending on customer location and/or resourcing capacity, personnel will be based out of one of Relativity’s core business locations.
• Relativity may replace or reassign personnel during the subscription term upon notification of the customer.
• Relativity does not guarantee that certain designated personnel will be assigned to customer’s accounts.
• Onsite days per year:
  • CSM: 2 days per year offered.
  • TAM: 1 day per year offered.
  • A qualifying onsite is defined as a collaboration event held at the customer office, Relativity office, or 3rd party conference.

Disclaimers

• Customer agrees to cooperate in good faith and understands that Relativity is not responsible for any delays caused by Customer or any third party.
• Customer agrees that all decisions in connection with the implementation of any advice and recommendations received from Relativity will be the sole responsibility of Customer. Customer expressly acknowledges and agrees that any advice or recommendations provided by Relativity does not constitute legal advice and is not a representation regarding compliance with any law or regulation.
• Customer is solely responsible for the performance of Customer's employees and agents, including any modifications they make to the Software, and for the accuracy and completeness of all data, materials, and information provided to Relativity.
• Customer’s account will be assessed at regular intervals to determine if the PSP is adequate for Customer’s needs; additional resources may be required to meet workload demands. If Relativity determines that Customer has exceeded the threshold of what a single CSM or TAM can reasonably support, Relativity will notify Customer that additional paid resources are required.

Description of the Premier Success Program

High-Touch Value Realization	Proactive Technical Optimization	Unparalleled Access & Partnership
CSM Coverage: Premier accounts are assigned a designated Senior CSM to act as their strategic thought-partner, advocate, and guide to accelerating successful outcomes and value attainment with RelativityOne.	TAM Coverage: Premier accounts are assigned a designated Senior TAM to act as their technical thought-partner, advocate, and guide to achieving improved performance, productivity, and outcomes with their RelativityOne environment(s).	Named Product Sponsor: Premier accounts are assigned a named Product Sponsor to provide early visibility and greater input into Relativity’s innovation roadmap.
Success Planning & Projects: CSMs collaborate with Premier accounts to understand their business, opportunities, challenges, and value they expect to attain from RelativityOne. CSMs then suggest a customized Success Plan with "SMART" goals to drive value within the customer's priority ROI categories.	Tenant Health Check & Optimization: TAMs analyze performance of Premier account tenant environment(s) each month and recommend optimizations to improve performance and productivity.	Product Roadmap Engagement: CSMs are available to facilitate quarterly Roadmap Engagement meetings between Premier accounts and Relativity Product Management, helping Premier accounts stay ahead of the curve with Relativity’s upcoming innovations.
Business Reviews: CSMs are available for bi-annual Business Reviews with Premier accounts to review progress against the account’s Success Plan and create a forum for the account’s leadership to align priorities and opportunities with Relativity.	Support Experience Management: TAMs conduct high-level oversight of incidents submitted to Relativity Support by Premier accounts to ensure they receive appropriate focus and attention. TAMs leverage their knowledge of the accounts’ tenant environment, technical expertise, and organizational acumen to expedite the incident resolution process.	Advanced Feature Access: Premier accounts are prioritized for participation in Advanced Feature Access ("AA") programs. Opportunity to participate in AA programs is subject to overall program capacity and Premier status does not guarantee access to any AA program.
Status Calls with Full Team: CSMs are available for bi-weekly calls with Premier accounts to discuss progress of the account’s ongoing success projects and timely updates on new products and features that are relevant to the account.	Support Status Calls: TAMs are available for bi-weekly meetings with Premier accounts’ operational and technical teams to review open incidents, advise on upcoming projects, and understand evolving customer needs.
Champion Calls: Champions for Premier accounts are offered a monthly 1-1 call with their CSM (+AE) to discuss business objectives, long-term vision, and feedback on our organizational partnership.	Support Model Workshop: TAMs are available for annual Support Models workshops with Premier accounts to review the account’s RelativityOne support model and discuss opportunities to streamline collaboration with Relativity Support.
Onsite Meetings: CSMs identify opportunities for improved partnership and collaboration through onsite engagement, then design, coordinate, and run these customer visits. CSMs will offer visits bi-Annually to Premier accounts.