Solution Support and Advisory Services

Last Updated: 15 November 2023

To embed and optimize the SHL solution and capabilities (and where SHL Solution Support or Advisory Services are included as part of your Order Form), SHL will provide the following Solution Support and/or Advisory Services during the Subscription Period detailed in the Order Form:  

An initial strategic objective setting session (either face‐to‐face or remotely via webinar or conference call) with the nominated Company stakeholders introducing the Company and the SHL team (“Strategic Objective Setting Session”). During the Strategic Objective Setting Session, SHL will explain the parameters within which the Solution Support and/or Advisory Services will be delivered, allocating time, as well as roles and responsibilities for delivering the Services successfully. 

Scope 

• All Services to be provided as part of the Support and/or Advisory Services will be agreed with Company during the Strategic Objective Setting Session, with a “Scope of Services” document to be signed by the parties, detailing the expected deliverables, roadmap, milestone and timings of the delivery.
• Support and Advisory Services must be scheduled for delivery during the existing Subscription Period described in the Order Form. Services cannot be continued, extended or otherwise rolled over from one Subscription Year into a subsequent year. No credit will be issued for unused Services. 
• Each Subscription Year will have a Strategic Objective Setting Session to agree the relevant Services included for the Subscription Year.  

Advisory Services

Should Advisory Services be provided as part of the agreed Services, then any program data insights, or analytics, provided to Company, will be based on the analysis plan agreed by the parties combined with data readily available in SHL systems and/or files at the time of such analysis. 

• Number of days of Advisory Services will depend on the Tier level purchased by Company under the Order Form. If Company elects to purchase additional Advisory Services beyond the number of days provided for in the relevant Tier level, such services will be specified under a separate Statement of Work signed between the parties. 
• Analysis will be done on group-level rollup results of participant competency scores for participating incumbents and will not include any feedback on individual results. 
• If the agreed insights require any external Company data, any such inclusion must be mutually agreed between SHL and Company during the Strategic Objective Setting Session and Company will be solely responsible for providing such additional external data at the agreed time and at all times in compliance with relevant data protection laws.
• A minimum of 50 data points will be required to provide insights on aggregate data.
• Advisory Services insights exclude any analysis where in‐depth analysis is required (e.g., validation study, talent review, etc.). If Company elects to purchase additional talent reviews or additional custom data analysis, such services will be specified under a separate Statement of Work signed between the parties. 
• Advisory Services include one (1) insight feedback session as agreed in the Strategic Objective Setting Session, based on the agreed analysis done on assessment data available from the SHL Platform with/without data provided by Company.
• Insights delivered will be summarized in one (1) overall PowerPoint presentation. 
• Additional presentations for the summary report may be agreed by the parties under a signed Change Request.
• The delivery of Advisory Services will be scheduled no later than hundred and twenty (120) days prior to the end of the applicable Subscription Year and must occur at least ninety (90) days prior to the end of the applicable Subscription Year. Failure of Company to schedule the Advisory insight delivery meeting during the applicable Subscription Year will void any obligation of SHL to deliver the insights and any fees are non‐cancellable and non‐refundable at the end of the Subscription Period.   

Solution Support

Solution Support parameters will be agreed during the Strategic Objective Setting Session and are limited to guidance in support of the Solution mentioned in the signed Order Form. 

• Solution guidance and support can include but are not limited to the following: Effective assessment use, best practices, stakeholder management, Solution risk management, and other topics related specifically to the SHL Solution capabilities and assessment program. 
• Number of days of Solution Support will depend on the Tier level purchased by Company under the Order Form. If Company elects to purchase additional Solution Support beyond the support days provided for in the relevant Tier level, such services will be specified under a separate Statement of Work signed between the parties. 
• Any requested support extending to purposes external to the Solution capabilities and assessment program, including other talent management / human resource initiatives are not included as part of Solution Support.
• Any “consulting projects” or “formal training engagements” with a defined scope and deliverables are outside the scope of the Solution Support mentioned above and should be executed in a separate Statement of Work. (Examples of “consulting projects” may include job analysis, competency design and mapping, assessment and capability design and build, assessment updates and re-norms, outsourced assessments and other defined projects.
• For purposes of this Agreement, “formal training engagements” are defined as any training delivered for Company by SHL staff that requires more than two (2) hours of total preparation and training delivery time.  

The Company will perform the following activities:  

• Communicate the Solution Support and Advisory Services plans and status with all appropriate Company personnel. 
• Provide all necessary Company information and documentation required to perform the Services. 
• Assist in coordinating and scheduling all Services activities involving Company participants. 
• Designate a Company primary contact for the Solution Support and Advisory Services to whom all communications concerning the administration of the services will be addressed. 
• Company primary contact will coordinate the Services on behalf of Company and will serve as the interface between SHL and Company resources responsible for activities associated with the Services; provide relevant Company documentation and other materials to SHL as required under the Services; provide Company resources who are knowledgeable about Company’s existing system operations, business goals, any established system performance measures for Company, and who have the authority to resolve issues regarding the execution of the Services; manage the change order process on behalf of Company. 
• Company is responsible for completing the actions agreed during the Strategic Objective Setting Session and failure to perform its responsibilities in a timely manner will impact the timeline and completion of the agreed Deliverables. 

Fees and Expenses

• Solution Support and Advisory Services are part of the total Solution Subscription fees listed in the Order form. 
• If Company prefers onsite meetings, then Company must separately pay the travel expenses for the SHL professional services consultant. 
• Company agrees to reimburse SHL for reasonable out‐of‐pocket expenses, including travel, lodging, transportation, meals and supplies, incurred by SHL professional services consultants while performing the Services if pre‐approved by Company in writing. These fees will be billed separately to Company after travel is complete.