Premier Success Program (PSP)

Maximize the value of your RelativityOne Government 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 subscription of RelativityOne Government. 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 advanced access programs. (For clarity, the PSP is not a Professional Services program.)

Potential Benefits:

Empower 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 Government 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 objectives and Relativity’s capabilities, advising on best practices learned from working with our public sector customers (in addition to insights from the broader eDiscovery industry).

Your CSM at a glance:

Understands your department’s objectives, responsibilities, 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 Public Trust certified 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 Government, 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 ("AA") programs for our latest product innovations. (Opportunity to participate in AA program(s) is subject to overall program capacity and participation in the Premier Success Program does not guarantee access to any AA program.)

Your Product Sponsor at a glance:

Understands how your 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.

Executive Sponsor

The Executive Sponsor Program provides eligible Premier Success Program (PSP) customers with direct alignment to a member of the Relativity Leadership Team. Each participating account is paired with an Executive Sponsor who serves as a senior advocate within Relativity. Executive Sponsors provide executive-level visibility and guidance during key moments in the customer journey. This program is designed to complement the day-to-day ownership of the account team by extending account strategy and alignment into executive-level conversations, helping ensure that customer priorities are understood and supported at the highest levels of the organization.

Adoption Services

As part of the Premier Success Program, select customers will have direct access to a Named Adoption Services Lead. These account team members provide focused, consultative and executional adoption support designed to accelerate time to value and deepen usage of key RelativityOne capabilities. Working alongside your Relativity Sponsors, Customer Success Management (CSM), and Technical Account Management (TAM), Adoption Services Leads own the strategic and operational execution of adoption within PSP accounts, helping drive workflow change, guide best practice and use case implementation, and support the rollout of priority Relativity products.

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.
- The above staffing capacity may be subject to variability due to the requirement that certain personnel obtain and maintain appropriate government security clearances prior to assignment.
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 Engagements: Premier Success customers receive up to two onsite engagement days per year, designed to deliver high-impact, in-person collaboration tailored to your needs. Each onsite can be customized and may include participation from your Customer Success Manager (CSM), Technical Account Manager (TAM), and/or Adoption Services Lead, along with workshops, enablement sessions, or strategic reviews. Onsites can take place at your office, a Relativity office, or in conjunction with industry events.

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. Dedicated Adoption Services Lead: Premier accounts are also assigned a senior member of the Adoption Services team to serve as a consistent strategic and operational “adoption consultant” and support 1:1 onboarding and usage of key products, features and workflows.
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. Premier accounts also receive proactive roadmap timing insights through the Release Radar Report to support internal planning and readiness.
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.	Executive Sponsor Program: Premier accounts are paired with a Relativity executive sponsor to strengthen executive alignment and support strategic initiatives, escalations, and long-term value planning.
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.	Priority Ticket Routing: Premier accounts receive prioritized Product Support ticket routing to enable faster response times and quicker resolution of time-sensitive or high-impact issues.
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.	Advanced Escalation: Premier accounts receive a set number of admins with advanced escalation rights. These admins automatically skip first level support and are routed directly to senior resources when submitting tickets. Data Migration Planning & Support: TAMs provide high-level planning and coordination support for RelativityOne data migrations, helping Premier accounts assess readiness, identify dependencies, and align with the appropriate Relativity teams. Migration execution is delivered by the relevant Relativity delivery teams based on scope and need. Large Matter Management: TAMs provide proactive guidance and oversight to support the success of large matters in RelativityOne. This includes conduction though environment and workflow reviews, promoting best practices for managing large workspaces, and advising on workflow alignment to optimize performance and mitigate common risks.