This Platform User Guide is made available to KAGR clients to help clients navigate and use the KAGR Platform. The client is responsible for accessing and using the Platform in accordance with this User Guide. If the client has any questions about the information contained herein, we encourage you to reach out to KAGR.
Any capitalized terms not defined herein shall have the meaning provided in KAGR’s standard Master Client Agreement, located at kagr.com/legal-master-client-agreement/.
The Client will participate in business requirements gathering for all data sources and Deliverables in the KAGR Platform. Business requirements topics include but are not limited to: overall data source strategy; data source integrations and data flows; data source demo, e.g. end user UI usage; KAGR golden record data source prioritization logic; KAGR aggregate field business logic.
The Client will participate in UAT for the data sources and Deliverables in the KAGR Platform. UAT topics include but are not limited to: high-level count and metric comparison to data source UI; KAGR audience and golden record match metrics; KAGR ticketing data model metrics; Deliverables metrics.
Clients should make sure that no sensitive data is provided to KAGR or uploaded to the KAGR Platform. Sensitive data includes Social Security numbers, driver’s license numbers, passport information, health information, credit or debit card number, or other financial information such as bank account numbers. If any such sensitive data is provided to KAGR or uploaded to the KAGR Platform, KAGR shall have the right to immediately and permanently delete such information.
The Client will be allocated with a set of pre-defined annual support hours. Such support hours will be used to provide support to Authorized Users, to perform maintenance on the Platform (i.e. annual season refresh), and to complete dashboard enhancements as needed. Provider and Client will meet regularly during the Platform Subscription Term to review utilization of Provider support hours and to prioritize support items for the upcoming quarter. Unless otherwise provided in the relevant SOW, unused Base Support Hours in any Contract Year may not be used in a subsequent Contract Year.
Through the Subscription term, the Client will be supported by the KAGR client team and will be equipped with support tools through the KAGR Portal including functionality to submit questions, issues, & new requests. Additionally, this team will perform regular usage tracking and proactive system monitoring. To ensure client success, KAGR offers several touch points with the Client including regular status calls for project management, quarterly strategy calls, and annual account reviews.