DESCRIPTION OF SERVICES: ChannelAdvisor will provide launch services directed toward assisting Customer with setting up certain elements of Customer’s ChannelAdvisor Platform account to facilitate Customer’s transition to the ChannelAdvisor Platform, designated in the applicable SOW as either Launch Complete or Launch Advantage (“Launch Services”). The Launch Services include training on general Module settings and the associated features of supported Network Sites. The Customer will be assigned a designated ChannelAdvisor launch team (“Launch Team”) and primary Launch Team contact at ChannelAdvisor (“Launch Manager”) to provide the Launch Services outlined below. The Launch Team will be responsible for establishing any necessary calls with the Customer. During the calls, the Launch Team will provide updates on ChannelAdvisor Platform account setup progress and assist Customer with questions related to the setup, usage and function of Customer’s ChannelAdvisor Platform account. The number of calls with the Launch Team will not exceed sixteen (16) for Marketplace Network Sites and Digital Marketing Network Sites. Customer will also have access to the Launch Team via email for the duration of the Services Period. After project completion, the Launch Team will transition Customer to the ChannelAdvisor Customer Support Team (“ChannelAdvisor Support Team”), which handles technical and other support case inquiries. As needed, the Launch Team will utilize the ChannelAdvisor Support Team to escalate or troubleshoot issues discovered during the launch process.
MILESTONES: The list below outlines the tasks and milestones required to configure, test, and launch Customer’s select products on the applicable Network Sites:
Project Kickoff – ChannelAdvisor will initiate the project with a planning call with Customer to determine project priorities and structure, develop a timeline and project schedule, and establish a communication plan and project call schedule. ChannelAdvisor will provide Customer a checklist of all required prerequisites and data elements. ChannelAdvisor will configure the Network Site settings and policies within the ChannelAdvisor Platform, per the data and specifications provided by Customer.
Inventory Upload – ChannelAdvisor will perform an audit on Customer’s inventory data (i.e., SKUs, product listing information, and other Product Information) and make recommendations for manipulation to conform to the requirements of the ChannelAdvisor Platform and the selected Network Site(s). ChannelAdvisor will then advise Customer on developing a master inventory file that will support Customer’s selected Network Site(s). Once a complete inventory file is created, ChannelAdvisor will upload the file to Customer’s account. All inventory items must be included in the initial upload. Failure to provide a complete inventory list during development of the upload file may result in Customer forfeiting the right to have ChannelAdvisor upload additional SKUs.
Template Setup – Templates are used to map inventory data bi-directionally between the ChannelAdvisor Platform and Network Site (“Template”). ChannelAdvisor will set up one Posting Account (“Posting Account” means an account used within the ChannelAdvisor Platform to post information on third party marketplaces and digital marketing provider websites) in the format required for the selected Network Site(s). Customer is responsible for providing data meeting the Network Site’s requirements which includes Item Specifics (“Item Specifics” means the category-specific attributes of the particular SKU). Additional Posting Accounts are to be set up by the Customer. For Marketplace Network Sites, ChannelAdvisor will advise on required template tags and labels will be added into the template as applicable. (Template tags are used to generate and display attribute information dynamically, and labels are used to tag groupings of information for adding or excluding items associated with various platform features.) Customer is responsible for providing any custom HTML code to be used, and language related to Customer policies and terms. ChannelAdvisor will set up one feed template specific to each Network Site. Feed template means a ChannelAdvisor template that determines the type and format of Customer data to be configured and sent to a designated Network Site. The Launch Team will launch up to 10,000 SKUs to the Network Site based on the Customer’s specifications.
For Digital Marketing, posting template setup will include two (2) paid search Network Sites and up to two (2) comparison shopping Network Sites.
Product Mapping – Customer sends the Launch Manager a list of test SKUs. The Launch Manager completes the initial mapping of the test products for the Network Site, utilizing best practices. Additional Network Sites are to be mapped by Customer with the advice of the Launch Team.
Testing and Validation – The Launch Manager submits a subset of SKUs to the Network Site. Call is scheduled with the Launch Manager to review Network Site settings and template mappings. ChannelAdvisor reviews initial SKUs and resolves errors.
Error Resolution – Customer troubleshoots any errors that occurred in the testing and validation subset. Error resolution is a shared responsibility between the Launch Manager and Customer.
Post-Sales Processing – Customer reviews the training material on post-sale processing located at community.channeladvisor.com (“ChannelAdvisor Community”). An optional call is scheduled with the Launch Manager to review post-sale processing, error resolution, Network Site reporting, and advanced Network Site options.
Network Site(s) Launch – Customer launches additional inventory (not required for transition from the Launch Team, but recommended).
Project Transition – Project is completed. ChannelAdvisor Support Team and ChannelAdvisor Community become the point of contact for Customer.
RESTRICTIONS AND ASSUMPTIONS: Customer acknowledges that it is responsible for the following:
Customer is responsible for creating and maintaining in good standing active Network Site accounts prior to the Effective Date and complying at all times with all Network Site terms and conditions. Customer will have a basic understanding of each included Network Site. Customer authorizes ChannelAdvisor to assist in the setup of such account, as needed, and accept the applicable terms on Customer’s behalf. If Customer has special negotiated contracts with the Network Site that affect the obligations of Customer and ChannelAdvisor under the SOW, then Customer must disclose the terms of these contracts to ChannelAdvisor prior to signing paperwork (and obtain appropriate authorizations for such disclosures).
Checkout occurs on the Network Site; therefore, Customer is responsible for setting up shipping tables and tax calculations where applicable.
Customer is responsible for completing any necessary revisions to its inventory data (quality and accuracy of inventory data can affect success of listings).
Customer must be able to accept orders with cleared payments.
Customer will have one SKU/Inventory Number per item relationship in place. SKU value character is limited based on each Network Site’s requirements. Customer is responsible for providing inventory data and attributes required by each Network Site (i.e. automotive parts compatibility, variation data, catalog data and Global Trade Identification Number data such as UPCs, EANs, and ISBNs).
Launch services is limited to assistance with Customer setup of one Posting Account for the Network Site.
Customer should be familiar with Excel or a similar spreadsheet application to manage its catalog data and uploads to the ChannelAdvisor Platform.
Customer is responsible for providing data in a format that can be received by ChannelAdvisor.
Customer is responsible for providing URL for hosted image in proper format (http://example.jpeg) and for providing each Network Site with images that comply with the requirements for their category and product, including but not limited to size and quality. For example, some Network Site categories require images with white backgrounds whereas other categories prohibit the use of mannequins in images.
Customer must provide parent/child variation relationships for items that apply.
Customer shall be solely responsible for providing all customer care to Customer’s buyer.
Customer is responsible for performing all work necessary to appropriately integrate with ChannelAdvisor’s API. All documentation and technical support is provided via ChannelAdvisor’s Developer Network Google Group/Forum (http://developer.channeladvisor.com).
Customer acknowledges that the training and launch service offered by ChannelAdvisor is in support and supplement to the documentation available on the ChannelAdvisor Community.
Customer will make available appropriately knowledgeable and authorized Customer staff to support the ChannelAdvisor project team’s development efforts of Customer’s inventory file. Staff must have decision making authority and be able to act on behalf of Customer.
Customer shall respond to ChannelAdvisor inquiries within commercially reasonable responses times. Customer’s failure to do so will result in extended project timelines and/or potential additional fees.
Customer is responsible for all fees imposed by Network Sites applicable to Customer’s activities, including fees applicable to ChannelAdvisor’s activities undertaken on Customer’s behalf, on the Network Sites.
Amazon – Customer must have completed the approval process for Amazon Pro Merchant program (or substantially similar successor thereto) and have access to Amazon’s Seller Central platform (or substantially similar successor thereto) before the start of the Services Period. If Customer has special negotiated contracts with Amazon (Gold or Platinum sellers) that affect the obligations of Customer and ChannelAdvisor under the SOW, then Customer must reveal the terms of these contracts prior to signing paperwork (and obtain appropriate authorizations for such disclosures). ChannelAdvisor advises against the use of ASINs to match to products for the Amazon.com Network Site.
Digital Marketing – At the beginning of the Services Period, Customer agrees to disclose any third-party tracking URLs or tags used (such as Google’s ValueTrack). The usage of such tracking mechanisms can greatly affect how ChannelAdvisor is deployed. Without disclosure of these tracking URLs, product destination URLs may become invalid if ChannelAdvisor is activated prematurely and without accounting for them. Customer is responsible for approving all campaigns before the activation of the campaign and for funding ad spends for such campaigns on the Network Sites. Customer is responsible for the installation of the natural and order ChannelAdvisor tracking pixels. ChannelAdvisor is not able to install ChannelAdvisor pixels for the Customer and is limited in the troubleshooting assistance ChannelAdvisor can provide as Customer website deployments can vary. Customer acknowledges that without a valid ChannelAdvisor pixel installation, ChannelAdvisor cannot provide assistance with reporting or automated bid rules, and full functionality of ChannelAdvisor cannot be used.
eBay – Customer will adhere to the 80-character limit for product titles on eBay, and such other rules as eBay may set forth from time to time. If applicable, Customer is responsible for negotiating Deal of the Day terms directly with eBay.
Marketplaces – Customer is responsible for providing information related to variation relationships, if used, at the onset of the project. Customer will not use seller-defined SKU to match to products in the Network Site’s catalog. Customer is responsible for providing the Marketplace categories and implementation of item specifics (training provided). Customer shall set up the applicable payment processing (i.e. PayPal or AliPay) and fulfillment accounts.
Mercado Libre – Customer must understand and adhere to Mercado Libre payment processing methods.
Tmall – Customer must have completed the approval process for Tmall Global and have access to Tmall Global platform before the Services Period begins. Customer is responsible for paying all TMall Global fees, including without limitation all TMall Global deposit amounts, directly to TMall Global.