Docebo – Onboarding / Professional Services

current as of July 2025

Essential Onboarding – LMS

Docebo will provide Customer with its “Essential” package of onboarding services. This package includes a designated Solution Deployment Manager (defined in section 2.1) who guides administrators through the defined phases and milestones to ensure a successful and timely launch over the course of eight (8) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The weekly schedule, phases and milestones for the onboarding service are as follows:

Weeks 1-2: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first two weeks and the Parties will work together to set the stage for a successful implementation of the Software Service.

In this period Docebo will:

schedule a Kickoff call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
schedule a discovery call to review Customer use cases as submitted via the discovery exercise;
create an onboarding plan that outlines minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training;
complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery calls; and
assemble their onboarding project team.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 3-5: Configuration

The configuration phase of onboarding will occur between weeks 3-5 and in this period Docebo will support and guide Customer as they make decisions on the configuration of their platform to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
advise Customer on a number of topics that will include, but is not limited to:
- user management (users, branches, power users, groups)
- platform branding (pages, menus, widgets, logos, colors, images)
- content management (central repository, training materials, courses, learning plans, certifications, catalogs, enrollments)
- reports (creating and managing user and course reports)
- notifications (managing and sending notifications)
- additional apps and features as applicable (enrollment rules, certifications, gamification, etc)
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call; and
configure and validate configurations in the platform in preparation for launch.

Weeks 6-7: Validate and launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of the Software Service to their identified End Users.

In this period Docebo will:

provide guidance to prepare for final validations ahead of agreed upon launch date; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform to prepare for planned launch; and
participate in meetings to address feedback and resolve gaps prior to planned launch.

Once final plans for launch of the Software Service have occurred, Docebo will schedule a final call with Customer to transition them to Docebo’s Customer Experience Team.

Weeks 8: Project closure and transition to adoption phase

Docebo will support Customer as they prepare to transition from onboarding to Docebo’s Customer Experience team. As preparation for this transition, we will work to define the next phase of adoption of the Software Service.

In this period Docebo will:

schedule onboarding closure transition meeting;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend onboarding closure and transition meeting; and
provide feedback to Docebo via the onboarding completion survey.

1.2 Data Migration

As part of the onboarding services Docebo will provide data migration services during the Delivery Period to assist with moving Customer’s historical data into Customer’s instance of the Docebo platform.

In this period Docebo will:

provide a document describing the CSV format required for import into the Docebo platform;
execute migration on the following data types up to 100,000 total records:
- users
- course shells
- ILT sessions
- certifications
- enrollment records
migrate up to 150 training materials;
perform one (1) iteration of the data migration for each import type in the Customer sandbox. (If Customer does not have a sandbox, a temporary one will be provided); and
perform one (1) iteration of the data migration in the Customer production environment to occur only after the Customer has signed off on the sandbox migration.

In this period Customer will:

obtain all necessary data required for the import process and provide it to Docebo in the CSV format specified in the Docebo migration document;
review the sandbox data fully and sign off on the sandbox migration prior to the production migration; and
responsible for fixing any source data issues identified in the sandbox migration prior to the production migration.

For clarity, Docebo makes no guarantee of the data quality of import files provided by the Customer. In the event of a data quality issue due to formatting or data integrity issues in the Customer-provided CSV files, additional charges to rectify such issues may apply.

2.0 Roles and Responsibilities

2.1 Docebo Roles

This Section outlines the roles provided by Docebo, either directly or through the approved Subcontractor, at its direction, in this project and their responsibilities during the Docebo onboarding service.

Docebo Project Team
Role	Responsibilities
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

This Section outlines the required Customer roles, responsibilities, and estimated time commitments needed to implement and configure the Docebo platform. All of the responsibilities listed must be covered but may be managed within the scope of a required role.

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	20 – 30 hours
*IT Stakeholder	Meets with the Docebo project resource(s) and owns the configuration of APIs, Webhooks, SSO configuration, 3rd party system integrations, etc. Attends troubleshooting calls as necessary. Generally, effort is increased during the integration and data migration phases when applicable.	2 – 6 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer.	5 -10 hours
Platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform.	5 – 15 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the Discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	1 – 5 hours over project duration
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2
Customer will provide technical resources to provide internal system knowledge and configure technical components, SSO, etc as determined to be in scope for launch during discovery.
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (weeks 1-2) and further captured in the discovery exercise minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.
Customer completes the “Docebo Ready” course inside of Docebo University before the Kickoff.
Customer completes the required training inside Docebo University before scheduled meetings.
Customer will designate one person as the main point of contact with Docebo for the project.
Customer is responsible for platform configuration and validation for launch.
Customer is responsible for providing completed files for data migration eg. historical user data and/or content within 3 weeks of the project Kickoff.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo. In the event that the Master Services Agreement is silent on this topic, then the following term applies:

If Customer needs to temporarily suspend the services described in this Exhibit during the Delivery Period, then Customer must provide written notice no less than two (2) weeks prior to the date they wish to commence such temporary suspension. In this written notice Customer must provide the following:

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

Docebo will review and determine, in its sole and reasonable discretion, to accept such requests. In the event Customer requests to restart the services earlier or later than the originally requested date, Customer must provide at least two (2) weeks’ notice of such change and Docebo will use commercially reasonable efforts to accommodate such request. Additionally, depending on the requested length of such suspension, Docebo will work with Customer to set a mutually agreeable re-start date based on the availability of the original resources assigned to the Customer and other resources that may be assigned to the Customer. Customer may only request and go into such suspension status once during the Delivery Period.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

If the preceding obligations are not met during the Delivery Period and the anticipated launch date changes, through no fault of Docebo, the Parties shall work together in good faith to complete the Services on an extended schedule, taking into account the availability of Docebo’s resources. If the Customer requires Docebo to commit additional time or resources to the Services, the Parties shall enter into a change request SOW which will detail such additional services and timelines and may be subject to additional fees.

Advantage Onboarding – LMS

Docebo will provide Customer with its “Advantage” package of onboarding services. This package includes a designated Solution Deployment Manager (defined in section 2.1) who guides administrators through the defined phases and milestones to ensure a successful and timely launch over the course of twelve (12) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The weekly schedule, phases and milestones for the onboarding service are as follows:

Weeks 1-2: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first two weeks and the Parties will work together to set the stage for a successful implementation of the Software Service.

In this period Docebo will:

schedule a Kickoff call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
schedule a discovery call to review Customer use cases as submitted via the discovery exercise;
create an onboarding plan that outlines minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training;

complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery calls; and
assemble their onboarding project team.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 3-9: Configuration

The configuration phase of onboarding will occur between weeks 3-9 and in this period Docebo will support and guide Customer as they make decisions on the configuration of their platform to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
advise Customer on a number of topics that will include, but is not limited to:
- user management (users, branches, power users, groups)
- platform branding (pages, menus, widgets, logos, colors, images)
- content management (central repository, training materials, courses, learning plans, certifications, catalogs, enrollments)
- reports (creating and managing user and course reports)
- notifications (managing and sending notifications)
- additional apps and features as applicable (enrollment rules, certifications, gamification, etc)
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call; and
configure and validate configurations in the platform in preparation for launch.

Weeks 10-11: Validate and launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of the Software Service to their identified End Users.

In this period Docebo will:

provide guidance to prepare for final validations ahead of agreed upon launch date; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform to prepare for planned launch; and
participate in meetings to address feedback and resolve gaps prior to planned launch.

Once final plans for launch of the Software Service have occurred, Docebo will schedule a final call with Customer to transition them to Docebo’s Customer Experience Team.

Weeks 12: Project closure and transition to adoption phase

Docebo will support Customer as they prepare to transition from onboarding to Docebo’s Customer Experience team. As preparation for this transition, we will work to define final plans for launch of the Software Service.

In this period Docebo will:

schedule onboarding closure transition meeting;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend onboarding closure and transition meeting; and
provide feedback to Docebo via the onboarding completion survey.

1.2 Data Migration

In this period Docebo will:

provide a document describing the CSV format required for import into the Docebo platform;
execute migration on the following data types up to 250,000 total records:
- users
- course shells
- ILT sessions
- certifications
- enrollment records
migrate up to 250 training materials;
perform one (1) iteration of the data migration for each import type in the Customer sandbox. (If Customer does not have a sandbox, a temporary one will be provided); and
perform one (1) iteration of the data migration in the Customer production environment to occur only after the Customer has signed off on the sandbox migration.

In this period Customer will:

obtain all necessary data required for the import process and provide it to Docebo in the CSV format specified in the Docebo migration document;
review the sandbox data fully and sign off on the sandbox migration prior to the production migration; and
responsible for fixing any source data issues identified in the sandbox migration prior to the production migration.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
* Platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	20 – 30 hours
*IT Stakeholder	Meets with the Docebo project resource(s) and owns the configuration of APIs, Webhooks, SSO configuration, 3rd party system integrations, etc. Attends troubleshooting calls as necessary. Generally, effort is increased during the integration and data migration phases when applicable.	2 – 6 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer.	5 -10 hours
Platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform.	5 – 15 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the Discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	1 – 5 hours over project duration
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2.
Customer will provide technical resources to provide internal system knowledge and configure technical components, SSO, etc as determined to be in scope for launch during discovery.
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (weeks 1-2) and further captured in the discovery exercise minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.
Customer completes the “Docebo Ready” course inside of Docebo University before the Kickoff.
Customer completes the required training inside Docebo University before scheduled meetings.
Customer will designate one person as the main point of contact with Docebo for the project.
Customer is responsible for platform configuration and validation for launch.
Customer is responsible for providing completed files for data migration eg. historical user data and/or content within 3 weeks of the project Kickoff.

3.2 Suspension

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Premier Onboarding – LMS

Docebo will provide Customer with its “Premier” package of onboarding services. This package includes a designated Project Team (defined in section 2.1) who guides administrators through the defined phases and milestones to ensure a successful and timely launch over the course of sixteen (16) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (average of 90 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The weekly schedule, phases and milestones for the onboarding service are as follows:

Weeks 1-3: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first three weeks and the Parties will work together to set the stage for a successful implementation of the Software Service.

In this period Docebo will:

schedule a Kickoff call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
schedule a discovery call to review Customer use cases as submitted via the discovery exercise;
create an onboarding plan that outlines the minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training;
complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery calls; and
assemble their onboarding project team.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 4-12: Configuration

The configuration phase of onboarding will occur between weeks 4-12 and in this period Docebo will support and guide Customer as they make decisions on the configuration of their platform to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
advise Customer on a number of topics that will include, but is not limited to:
- user management (users, branches, power users, groups)
- platform branding (pages, menus, widgets, logos, colors, images)
- content management (central repository, training materials, courses, learning plans, certifications, catalogs, enrollments)
- reports (creating and managing user and course reports)
- notifications (managing and sending notifications)
- additional apps and features as applicable (enrollment rules, certifications, gamification, etc)
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call; and
configure and validate configurations in the platform in preparation for launch.

Weeks 13-15: Validate and launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of the Software Service to their identified End Users.

In this period Docebo will:

provide guidance to prepare for final validations ahead of agreed upon launch date; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform to prepare for planned launch; and
participate in meetings to address feedback and resolve gaps prior to planned launch.

Once final plans for launch of the Software Service have occurred, Docebo will schedule a final call with Customer to transition them to Docebo’s Customer Experience Team.

Weeks 16: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition meeting;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend onboarding closure and transition meeting; and
provide feedback to Docebo via the onboarding completion survey.

1.2 Data Migration

In this period Docebo will:

provide a document describing the CSV format required for import into the Docebo platform;
execute migration on the following data types up to 500,000 total records:
- users
- course shells
- ILT sessions
- certifications
- enrollment records
migrate up to 500 training materials;
perform one (1) iteration of the data migration for each import type in the Customer sandbox. (If Customer does not have a sandbox, a temporary one will be provided); and
perform one (1) iteration of the data migration in the Customer production environment to occur only after the Customer has signed off on the sandbox migration.

In this period Customer will:

obtain all necessary data required for the import process and provide it to Docebo in the CSV format specified in the Docebo migration document;
review the sandbox data fully and sign off on the sandbox migration prior to the production migration; and
responsible for fixing any source data issues identified in the sandbox migration prior to the production migration.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities	Meeting Time Allocated
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.	average 90 minutes per week
Technical Deployment Manager	Docebo platform expert with the technical expertise to provide support and guidance for technical integration (APIs, Webhooks, SSO Configuration, 3rd party system integrations, etc) workflows and configurations. Facilitates scheduled virtual meetings, supports project updates and provides email support.	five (5) technical calls up to 60 minutes each
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.	As needed

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	20 – 30 hours
*IT Stakeholder	Meets with the Docebo project resource(s) and owns the configuration of APIs, Webhooks, SSO configuration, 3rd party system integrations, etc. Attends troubleshooting calls as necessary. Generally, effort is increased during the integration and data migration phases when applicable.	2 – 6 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer.	5 -10 hours
Platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform.	5 – 15 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the Discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	1 – 5 hours over project duration
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2.
Customer will provide technical resources to provide internal system knowledge and configure technical components, SSO, etc as determined to be in scope for launch during discovery.
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (weeks 1-3) and further captured in the discovery exercise minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.
Customer completes the “Docebo Ready” course inside of Docebo University before the Kickoff.
Customer completes the required training inside Docebo University before scheduled meetings.
Customer will designate one person as the main point of contact with Docebo for the project.
Customer is responsible for platform configuration and validation for launch.
Customer is responsible for providing completed files for data migration eg. historical user data and/or content within 3 weeks of the project Kickoff.

3.2 Suspension

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Elite Onboarding – LMS

Docebo will provide Customer with its “Elite” package of onboarding services. This package includes a designated Project Team (defined in section 2.1) who guides administrators through the defined phases and milestones to ensure a successful and timely launch over the course of twenty (20) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (average of 160 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The weekly schedule, phases and milestones for the onboarding service are as follows:

Weeks 1-3: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first three weeks and the Parties will work together to set the stage for a successful implementation of the Software Service.

In this period Docebo will:

schedule a Kickoff call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
schedule a discovery call to review Customer use cases as submitted via the discovery exercise;
create an onboarding plan that outlines the minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training;

complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery calls; and
assemble their onboarding project team.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 4-16: Configuration

The configuration phase of onboarding will occur between weeks 4-16 and in this period Docebo will support and guide Customer as they make decisions on the configuration of their platform to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
advise Customer on a number of topics that will include, but is not limited to:
- user management (users, branches, power users, groups)
- platform branding (pages, menus, widgets, logos, colors, images)
- content management (central repository, training materials, courses, learning plans, certifications, catalogs, enrollments)
- reports (creating and managing user and course reports)
- notifications (managing and sending notifications)
- additional apps and features as applicable (enrollment rules, certifications, gamification, etc)
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call; and
configure and validate configurations in the platform in preparation for launch.

Weeks 17-19: Validate and launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of the Software Service to their identified End Users.

In this period Docebo will:

provide guidance to prepare for final validations ahead of agreed upon launch date; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform to prepare for planned launch; and
participate in meetings to address feedback and resolve gaps prior to planned launch.

Once final plans for launch of the Software Service have occurred, Docebo will schedule a final call with Customer to transition them to Docebo’s Customer Experience Team.

Weeks 20: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition meeting;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend onboarding closure and transition meeting; and
provide feedback to Docebo via the onboarding completion survey.

1.2 Data Migration

In this period Docebo will:

provide a document describing the CSV format required for import into the Docebo platform;
execute migration on the following data types up to 500,000 total records:
- users
- course shells
- ILT sessions
- certifications
- enrollment records
migrate up to 500 training materials;
perform one (1) iteration of the data migration for each import type in the Customer sandbox. (If Customer does not have a sandbox, a temporary one will be provided); and
perform one (1) iteration of the data migration in the Customer production environment to occur only after the Customer has signed off on the sandbox migration.

In this period Customer will:

obtain all necessary data required for the import process and provide it to Docebo in the CSV format specified in the Docebo migration document;
review the sandbox data fully and sign off on the sandbox migration prior to the production migration; and
responsible for fixing any source data issues identified in the sandbox migration prior to the production migration.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities	Meeting Time Allocated
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.	average 90 minutes per week
Technical Deployment Manager	Docebo platform expert with the technical expertise to provide support and guidance for technical integration (APIs, Webhooks, SSO Configuration, 3rd party system integrations, etc) workflows and configurations. Facilitates scheduled virtual meetings, supports project updates and provides email support.	average 60 minutes per week
Project Manager	Docebo project management resource responsible for managing process groups and areas, communication and coordination of tasks and activities throughout the project. Provision and maintenance of the project plan in alignment with Customer requirements via Docebo’s online project management tool	average 30 minutes per week
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.	As needed

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	20 – 30 hours
*IT Stakeholder	Meets with the Docebo project resource(s) and owns the configuration of APIs, Webhooks, SSO configuration, 3rd party system integrations, etc. Attends troubleshooting calls as necessary. Generally, effort is increased during the integration and data migration phases when applicable.	2 – 6 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer.	5 -10 hours
Platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform admin training to become familiar with the Docebo platform.	5 – 15 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	1 – 5 hours over project duration
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2.
Customer will provide technical resources to provide internal system knowledge and configure technical components, SSO, etc as determined to be in scope for launch during discovery.
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (weeks 1-3) and further captured in the discovery exercise minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform.
Customer completes the “Docebo Ready” course inside of Docebo University before the Kickoff.
Customer completes the required training inside Docebo University before scheduled meetings.
Customer will designate one person as the main point of contact with Docebo for the project.
Customer is responsible for platform configuration and validation for launch.
Customer is responsible for providing completed files for data migration eg. historical user data and/or content within 3 weeks of the project Kickoff.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo. If the Master Services Agreement is silent on this topic, then the following term applies:

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Docebo Learning Evaluation Onboarding

Docebo will provide Customer with “Learning Evaluation” onboarding services (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides administrators through the defined phases and milestones to ensure a successful understanding and use of Learning Evaluation during a period of five (5) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The Delivery Period weekly schedule and phases for the onboarding service are as follows:

Week 1: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first week and the Parties will work together to set the stage for a successful implementation of Learning Evaluation.

In this period Docebo will:

schedule a Kickoff and discovery call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations, review Customer use cases; and
create an onboarding plan that outlines minimum viable product (“MVP”) use cases as desired for the initial use of Learning Evaluation in the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training prior to Kickoff;
attend and participate in the Kickoff and discovery call;
assemble their project team; and
complete assigned activities and training.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 2-3: Configuration

The configuration phase will occur between weeks 2-3 and in this period Docebo will support and guide Customer as they make decisions on the configuration of Learning Evaluation to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
provide product expertise and advice on best practice configuration based on Customer’s use case;
advise Customer on a number of topics that will include, but is not limited to:
- Evaluation Process
- Questionnaires
- Emails
- Settings
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
configure Learning Evaluation in Docebo;
- complete assigned workbooks
- create and manage questionnaires
configure and validate configurations in the platform.

Weeks 4: Validate

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the use of the Learning Evaluation.

In this period Docebo will:

host administrator training;
provide guidance to prepare for final validations; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform; and
participate in meetings to address feedback and resolve gaps.

Weeks 5: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition;
continue to support Customer through transition to the Docebo Customer Experience Team; and;
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend any final onboarding meetings; and
provide feedback to Docebo via the onboarding completion survey.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	5 – 10 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer. Accountable to monitoring Customer task completion.	1 – 3 hours
Docebo platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform.	As needed
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	As needed
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (week 1) and further captured in the discovery exercise minimum viable product (“MVP”) use cases desired for the initial use of the Learning Evaluation;
Customer completes the required training inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for Learning Evaluation configuration and validation.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

In the event that the Master Services Agreement is silent on this topic, then the following applies: if Customer needs to temporarily suspend the services described in this Exhibit during the Delivery Period, then Customer must provide written notice no less than two (2) weeks prior to the date they wish to commence such temporary suspension. In this written notice Customer must provide the following:

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Docebo Extended Enterprise Onboarding

Docebo will provide Customer with “Extended Enterprise” onboarding services for the Extended Enterprise add-on (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides the Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful understanding and use of Extended Enterprise during a period of four (4) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The weekly schedule, phases and milestones for the onboarding service are as follows:

Weeks 1: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first week and the Parties will work together to set the stage for a successful implementation of the Software Service add-on.

In this period Docebo will:

schedule a Kickoff and discovery call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations, review Customer use cases as submitted via the discovery exercise;
create an onboarding plan that outlines minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial use of Extended Enterprise in the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training;
complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery call; and
assemble their onboarding project team.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 2: Configuration

The configuration phase will occur in week 2 and in this period Docebo will support and guide Customer as they make decisions on the configuration of their platform to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
advise Customer on a number of topics that will include, but is not limited to:
- Extended Enterprise app
- Extended Enterprise system settings
- domain management
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
configure Extended Enterprise settings in Docebo; and
configure and validate configurations in the platform in preparation for launch.

Weeks 3-4: Validate and launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of the Software Service add-on to their identified End Users.

In this period Docebo will:

provide guidance to prepare for final validations ahead of agreed upon launch date; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform to prepare for planned launch; and
participate in meetings to address feedback and resolve gaps prior to planned launch.

Weeks 4: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend onboarding closure and transition meeting; and
provide feedback to Docebo via the onboarding completion survey.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	5-10 hours
IT Stakeholder	Owns any technical configurations such as DNS records, etc. (if applicable) related to Extended Enterprise in the Docebo platform. Attends troubleshooting calls as necessary.	As required
Project Manager	Coordinates activities across other teams and individuals within the Customer. Accountable to monitoring Customer task completion.	1 – 3 hours
Docebo platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform.	5 – 10 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	1 – 5 hours over project duration
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer will provide technical resources to provide internal system knowledge and configure technical components, custom domain, etc. as determined to be in scope for launch during discovery;
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (week 1) and further captured in the discovery exercise minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Docebo platform;
Customer completes the required training inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for platform configuration and validation for launch.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Docebo Advanced Analytics Pack Onboarding

Advanced Insights Onboarding

Docebo will provide Customer with “Advanced Insights” onboarding services for the Advanced Analytics pack (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides the Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful understanding and use of Advanced Insights during a period of seven (7) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The Delivery Period weekly schedule and phases for the onboarding service are as follows:

Weeks 1-2: Project Kickoff and Discovery

The Kickoff and discovery phase of onboarding will occur in weeks 1-2 and the Parties will work together to set the stage for a successful implementation of Advanced Insights.

In this period Docebo will:

schedule a Kickoff and discovery call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
schedule a discovery call to review Customer use cases as submitted via the discovery exercise;
create an onboarding plan that outlines the major milestones and tasks required for the initial use of Advanced Insights in the Docebo platform.

In this period Customer will

access Docebo University and complete the administrator training;
complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery call;
assemble their project team; and
complete assigned activities and training.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 3-6: Configure and Validate

The configure and validate phase will occur between weeks 3-6 and in this period Docebo will support and guide Customer as they configure workflows and perform validations in preparation for the use of Advanced Insights.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
provide product expertise and advice on best practice configuration based on client use case;
advise Customer on a number of topics that will include, but is not limited to:
- available datasets
- creating dashboards
- adding pre-built visuals to dashboards
- authoring mode
- creating custom visuals
- calculated fields and metrics
- custom filters and parameters
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
configure Advanced Insights in the Docebo platform which may include, but is not limited to:
- creating dashboards
- adding pre-made visuals to dashboards
- creating custom visuals
- creating calculated fields and metrics
- creating custom filters and parameters
configure and validate configurations in the platform for agreed-upon use cases.

Weeks 7: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition;
continue to support Customer through transition to the Docebo Customer Experience Team; and;
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend any final onboarding meetings; and
provide feedback to Docebo via the onboarding completion survey.

1.2 Aftercare

90 Days: Post Transition aftercare

The aftercare phase will occur for up to 90 days after Advanced Insights onboarding (weeks 1-7) have concluded. In this period Docebo will support the Customer for up to three (3) sixty (60) minute calls and the customer may request to use these calls at any time during the 90 day period. The aftercare phase will conclude at the end of the 90 days or the completion of three (3) sixty (60) minute calls, whichever occurs first.

In this period Docebo will:

by Customer request, host up to three (3) sixty (60) minute calls.

In this period Customer will:

request in writing up to three (3) sixty (60) minute aftercare support calls
provide an agenda for aftercare support items in advance of scheduled calls
participate in scheduled meetings to address feedback and resolve gaps

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Docebo platform owner with knowledge of Customer configurations that works with the business to meet desired use cases. Acts as an advisor during the onboarding of additional Docebo platform features, integrations, and services. Owns configurations of the Docebo platform for all operational requirements.	3 – 5 hours
*Analytics and Business Intelligence Expert	Responsible for development and maintenance of Docebo Advanced Insights dashboards and visuals. Resource needs expertise in business intelligence tools and analytics concepts. Receives Admin training to become familiar with Advanced Insights. Owns configurations of Advanced Insights.	5 – 10 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer. Accountable to monitoring Customer task completion.	1 – 3 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed

3.0 General Assumptions

3.1 Project

Customer has completed Docebo LMS onboarding;
Customer has the minimum number of mandatory resources available as outlined in section 2.2;

Customer will provide technical resources, analytics and business intelligence experts to provide internal system knowledge and configure functional and/or technical components as determined to be in scope during discovery;
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (weeks 1-2) and further captured in the discovery exercise for the initial use of Advanced Insights;
Customer completes the required training inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for Advanced Insights dashboards and visuals configuration and validation; and
Customers must request and use the aftercare phase calls (defined in section 1.2) during the 90 day period the commences upon completion of the Delivery Period (defined in section 1.1)

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Learn Data Onboarding

Docebo will provide Customer with “Learn Data” onboarding services for the Advanced Analytics pack (“Services”). The Services include a designated Technical Deployment Manager (defined in section 2.1) who guides the Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful understanding and use of Learn Data during a period of seven (7) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The Delivery Period weekly schedule and phases for the onboarding service are as follows:

Week 1-3: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in weeks 1-3 and the Parties will work together to set the stage for a successful implementation of Learn Data.

In this period Docebo will:

schedule a Kickoff and discovery call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
schedule a discovery call to review Customer use cases as submitted via the discovery exercise;
provide relevant information required for establishing the data connection
confirm Customer has successfully connected to Docebo Snowflake database
create an onboarding plan that outlines the major milestones and tasks required for the initial use of Learn Data.

In this period Customer will:

attend and participate in the Kickoff call and discovery exercise;
assemble their project team;
provide relevant information required for establishing the connection;
confirm successful connection to Docebo Snowflake database;
complete the discovery exercise and provide the use case document to the Docebo resource prior to week 3; and
complete assigned activities.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 4-6: Configure and Validate

The configure and validate phase will occur between weeks 4-6 and in this period Docebo will support and guide Customer as they configure workflows and perform validations in preparation for the use of Learn Data.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
provide product expertise and advice on best practices based on client use case;
advise Customer on a number of topics that will include, but is not limited to:
- common Snowflake data tables;
- Docebo data tables;
- Snowflake queries for data extraction;
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities prior to each weekly call;
configure Snowflake queries for data extraction with Docebo support.
configure and validate configured workflows for agreed-upon use cases.

Weeks 7: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition;
continue to support Customer through transition to the Docebo Customer Experience Team; and;
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend any final onboarding meetings; and
provide feedback to Docebo via the onboarding completion survey.

1.2 Aftercare

90 Days: Post Transition aftercare

The aftercare phase will occur for up to 90 days after Learn Data onboarding (weeks 1-7) have concluded. In this period Docebo will support the Customer for up to three (3) sixty (60) minute calls and the Customer may request to use these calls at any time during the 90 day period. The aftercare phase will conclude at the end of the 90 days or the completion of three (3) sixty (60) minute calls, whichever occurs first.

In this period Docebo will:

host upon Customer request up to three (3) sixty (60) minute calls.

In this period Customer will:

request in writing up to three (3) sixty (60) minute aftercare support calls
provide an agenda for aftercare support items in advance of scheduled calls
participate in scheduled meetings to address feedback and resolve gaps

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Technical Deployment Manager	Docebo platform expert with the technical expertise to provide support and guidance for Docebo Learn Data workflows and configurations. Facilitates scheduled virtual meetings, supports project updates and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Docebo platform owner with knowledge of Customer configurations that works with the business to meet desired use cases. Acts as an advisor during the onboarding of additional Docebo platform features, integrations, and services. Owns configurations of the Docebo platform for all operational requirements.	1 – 3 hours
*Data Architect/Engineer	Responsible for development and maintenance of Customer’s data connections and queries. Resource needs expertise in Customer’s data architecture and strategy, business intelligence tools, and analytics concepts. ODBC/JDBC and SQL expertise is recommended. Participates in Docebo onboarding to become familiar with Learn Data capabilities. Owns configurations of Docebo platform Learn Data connection and queries.	3 – 5 hours
*Analytics and Business Intelligence Expert	Responsible for leveraging data extracted from Docebo platform in Customer’s infrastructure and tools to fulfill Customer’s use case requirements. Resource needs expertise in Customer’s business intelligence tools and analytics concepts. Participates in Docebo onboarding to become familiar with Learn Data capabilities. Owns configuration of data visualizations and metrics that leverage Docebo Learn Data in Customer’s analytics tools.	5 – 10 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer. Accountable to monitoring Customer task completion.	1 – 3 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed

3.0 General Assumptions

3.1 Project

Customer has completed Docebo LMS onboarding;
Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer will provide technical resources to provide internal system knowledge and configure technical components and deliverables as outlined in Customer deliverables in section 1.1;
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (weeks 1-3) and further captured in the discovery exercise for the initial use of Learn Data;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for Learn Data configuration and validation; and
Customers must request and use the aftercare phase calls (defined in section 1.2) during the 90 day period the commences upon completion of the Delivery Period (defined in section 1.1)

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Docebo Connect Onboarding

Docebo will provide Customer with “Connect” onboarding services for Docebo Connect integrations (“Services”). The Services include a designated Technical Deployment Manager (defined in section 2.1) who guides Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful and timely launch over the course of eight (8) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The weekly schedule, phases and milestones for the onboarding service are as follows:

Weeks 1-2: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first two weeks and the Parties will work together to set the stage for a successful implementation of Docebo Connect integrations.

In this period Docebo will:

schedule a Kickoff call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
schedule a discovery call to review Customer use cases documented during discussion with our Solution Architect in the Solution Blueprint and as submitted via the discovery exercise; and
create an onboarding plan that outlines the major milestones and tasks desired for the initial use of Docebo Connect integrations.

In this period Customer will:

access Docebo University and complete the Docebo Connect training;
complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery call;
contribute to the final project specification outline and provide signoff; and
assemble their project team based on required roles (defined in section 2.2).

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 3-5: Configuration

The configuration phase will occur between weeks 3-5 and in this period Docebo will support and guide Customer as they make decisions on the configuration of their Docebo Connect recipes to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
provide product expertise and advice on best practice configuration based on client use case for up to 3 customized recipes;
support Customer in validating configured workflows and completion of agreed-upon use cases;
prepare Customer for User Acceptance Testing (UAT).

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
edit and/or create recipes:
- if using recipe templates, copy templates and update copies according to use cases;
- if not using recipe templates, then develop custom recipes according to use cases;
configure and iteratively validate configurations in the platform in preparation for validation and launch.

Weeks 6-7: Validate and launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of the Docebo Connect integrations to their identified End Users.

In this period Docebo will:

copy recipes from sandbox to production by end of week 6 (if applicable);
provide guidance to prepare for final validations ahead of agreed upon launch date; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation of the recipes to prepare for planned launch; and
participate in meetings to address feedback and resolve gaps prior to planned launch.

Weeks 8: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend onboarding closure and transition meeting; and
provide feedback to Docebo via the onboarding completion survey.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Technical Deployment Manager	Docebo platform expert with the technical expertise to provide support and guidance for Docebo Connect recipes, workflows and configurations. Facilitates scheduled virtual meetings, supports project updates and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Acts as an advisor during the implementation or onboarding of additional Docebo platform features, integrations, and services. Owns configurations of the Docebo platform for all operational requirements.	2 – 3 hours
*IT Stakeholder	Owns any technical configurations related to Docebo Connect development and workflow maintenance. Resource needs expertise in SDLC and programming concepts. Attends troubleshooting calls as necessary.	20 – 30 hours
*Third Party System Admin	Responsible for creating the connection between the Docebo platform and the Customer’s third party system. Resource configures, manages and maintains the Customer’s third party system. Provides support to the IT stakeholder as needed.	As required
Project Manager	Coordinates activities across other teams and individuals within the Customer.	2 – 5 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements.	As needed

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer will provide technical resources to provide internal system knowledge and configure technical components as determined to be in scope for launch during discovery;
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (week 1-2) and further captured in the discovery exercise minimum viable product (“MVP”) use cases and workflows desired for the initial use of Docebo Connect;
Customer completes the required training inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for the configuration and validation of the Docebo Connect integrations for launch;and
Customer is responsible for ongoing maintenance of the recipes after the Connect Onboarding service is complete.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

In the event that the Master Services Agreement is silent on this topic, then the following term applies:

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The onboarding must be completed within the twelve (12) month period from the Order Form Start Date and cannot be carried forward to subsequent years.

If the preceding obligations are not met during the Delivery Period and the anticipated launch date changes, through no fault of Docebo, the Parties will work together in good faith to complete the onboarding on an extended schedule, taking into account the availability of Docebo’s resources. If the Customer requires Docebo to commit additional time or resources to the onboarding, the Parties shall enter into a change request SOW which will detail such additional services and timelines and may be subject to additional fees.

Docebo Communities Pack Onboarding

Docebo will provide Customer with “Communities” onboarding services for the Communities pack (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides the Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful understanding and use of Communities during a period of four (4) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The Delivery Period weekly schedule and phases for the onboarding service are as follows:

Week 1: Project Kickoff and discovery

The Kickoff and discovery phase of onboarding will occur in the first week and the Parties will work together to set the stage for a successful implementation of Communities.

In this period Docebo will:

schedule a Kickoff and discovery call to introduce stakeholders, review the contract, review roles and responsibilities, set expectations, review Customer use cases; and
create an onboarding plan that outlines minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial use of Communities in the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training;
complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery call;
assemble their project team; and
complete assigned activities and training.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 2-3: Configuration

The configuration phase will occur between weeks 2-3 and in this period Docebo will support and guide Customer as they make decisions on the configuration of Communities to align to their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
provide product expertise and advice on best practice configuration based on client use case;
advise Customer on a number of topics that will include, but is not limited to:
- Community hub
- Community settings, spaces, and moderation
- Community notifications and reports
- Embedded conversations
support Customer in validating configured workflows and completion of agreed-upon use cases.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
configure Communities in Docebo; and
configure and validate configurations in the platform in preparation for launch.

Weeks 3-4: Validate and launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of Communities to their identified End Users.

In this period Docebo will:

provide guidance to prepare for final validations ahead of agreed upon launch date; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform to prepare for planned launch; and
participate in meetings to address feedback and resolve gaps prior to planned launch.

Weeks 4: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend any final onboarding meetings; and
provide feedback to Docebo via the onboarding completion survey.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	5 – 10 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer. Accountable to monitoring Customer task completion.	1 – 3 hours
Docebo platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform.	As needed
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	As needed
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (week 1) and further captured in the discovery exercise minimum viable product (“MVP”) features, functionality, use cases, and workflows desired for the initial launch of the Communities module;
Customer completes the required training inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for Communities configuration and validation for launch.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Docebo AI Authoring Pack Onboarding

Docebo will provide Customer with “AI Authoring” onboarding services for the AI Authoring pack (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides administrators through the defined phases and milestones to ensure a successful understanding and use of AI Authoring during a period of two (2) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 60 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The Delivery Period weekly schedule and phases for the onboarding service are as follows:

Week 1: Project Kickoff

The Kickoff phase of onboarding will occur in the first week and the Parties will work together to set the stage for a successful implementation of the AI Authoring.

In this period Docebo will:

Initiate the project via email to introduce stakeholders and set expectations to prepare Customer for initial meeting;
schedule the initial meeting Kickoff to enable the Customer on the AI Authoring tool; and
create an onboarding plan that outlines the major milestones and tasks required for the initial use of AI Authoring in the Docebo platform.

In this period Customer will:

access Docebo University and complete the administrator training prior to Kickoff;
assemble their project team; and
complete assigned activities and training.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Weeks 1-2: Configure and Validate

The configuration and validate phase will occur between weeks 2-3 and in this period Docebo will support and guide Customer as they learn to use AI Authoring.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
provide product expertise and advice on best practice configuration based on client use case;
advise Customer on a number of topics that will include, but is not limited to:
- accessing AI Authoring
- modifying AI Lessons
support Customer in validating configurations.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
create AI lessons in Docebo; and
configure and validate configurations in the platform.

Weeks 2: Project closure and transition to adoption phase

In this period Docebo will:

schedule onboarding closure transition;
continue to support Customer through transition to the Docebo Customer Experience Team; and
send an onboarding completion survey.

In this period Customer will:

determine next phase of adoption;
attend any final onboarding meetings; and
provide feedback to Docebo via the onboarding completion survey.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Leads setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform. Owns configurations of the system for all operational requirements.	5 – 10 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer. Accountable to monitoring Customer task completion.	1 – 3 hours
Docebo platform Admin (Backup)	Assists with the setup of the Docebo platform to meet desired use cases. Receives platform Admin training to become familiar with the Docebo platform.	As needed
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements. Generally, effort is increased during the initial weeks of configuration to establish branding.	As needed
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer completes the required training inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for AI Authoring configuration and validation.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Docebo Headless Learning Pack Onboarding

Docebo will provide Customer with “Headless Learning” onboarding services for the Headless Learning pack (“Services”). The Services include a designated Project Team (defined in section 2.1) who guides Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful and timely launch over the course of sixteen (16) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the onboarding services (the “Kickoff”). The onboarding services will be delivered via consulting and feedback calls (up to 180 minutes per week) at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to weekly consulting calls.

1.0 Delivery Schedule

1.1 Onboarding

The Delivery Period weekly schedule and phases for the onboarding service are as follows:

Weeks 1-3: Project Kickoff and Discovery

The Kickoff and discovery phase of onboarding will occur in the first week and the Parties will work together to set the stage for a successful implementation of Headless Learning. In this period Docebo will support and guide Customer as they define detailed project requirements and confirm the technical and functional tasks to align to their use cases.

In this period Docebo will:

schedule a Kickoff call to introduce stakeholders, review the contract, review roles and responsibilities, and set expectations;
conduct a product demo to familiarize the Customer with LMS and embedded learning functionalities.
set up initial access to embedded learning documentation, covering features, building blocks, and launcher setup:
schedule a discovery call to review Customer use cases as submitted via the discovery exercise;
collaborate with the Customer to finalize the user journey and define detailed project specifications.
review and finalize workflow requirements, including launcher configurations or widget requirements as needed; and
create an onboarding plan that outlines minimum viable product (“MVP”) use cases and workflows desired for the initial launch of Headless Learning.

In this period Customer will:

access Docebo University, complete the administrator and the integrations training;
complete the discovery exercise and provide the use case document to the Docebo resource prior to project Kickoff;
attend and participate in the Kickoff and discovery calls;
provide feedback on project specifications and validate workflow requirements as part of final planning;
contribute to the final project specification outline and provide signoff;
assemble their project team based on required roles (defined in section 2.2); and
complete assigned activities and training.

Once the above is completed by the Parties, the next phase of onboarding may commence.

Week 4-11: Configuration

The configuration phase of onboarding will occur between weeks 4-11. In this period Docebo will support and guide Customer as they make decisions on the configuration and development of their platform to align with their use cases.

In this period Docebo will:

schedule and host weekly consulting and feedback calls;
provide product expertise and best practice configuration based on Customer use case; and
advise Customer on a number of topics that will include, but is not limited to:
- API and Webhooks
- backend and frontend configurations for integrations and embedded learning
- configuration of the embedded learning app in the Docebo administration menu;
- creation of launchers and building blocks;
- technical expertise limited to the specific aspects of embedded learning (HTML, CSS, javascript) and Docebo authentication (REST API and SSO)
- assess configuration progress and address any initial concern;
provide product expertise and advice on best practice configuration based on client use case for up to 3 customized recipes;
support the Customer’s validation of configurations to confirm alignment with project requirements.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call; and
ensure availability of backend and frontend developers for technical sessions and configurations as defined in section 2.2;
prepare internal systems and resources to support the integration requirements;
configure embedded learning and integrations in the Docebo platform which may include, but is not limited to:
- review and understand Docebo’s API and webhook documentation; and
- set up the initial backend environment for authentication and data management.
- configuration of the embedded learning app in the Docebo administration menu;
- Front End developer will develop and deploy custom code on the Customer environment:
  - Javascript injection;
  - Javascript commands for behavior;
  - external CSS to handle the layout; and
  - HTML code for building blocks.
- Back End Developer creates an internal function in order to manage the Docebo authentication (retrieve, store and reuse token) on the Customer environment.
- edit and/or create recipes:
  - if using recipe templates, copy templates and update copies according to use cases;
  - if not using recipe templates, then develop custom recipes according to use cases;
provide feedback or request adjustments as needed to ensure all requirements are met before proceeding.
review and validate the configurations provided by Docebo and validate that they meet project specifications in preparation for launch

Week 12-15: Validate and Launch

In the final weeks, Docebo will support Customer as they perform final validations in preparation for the launch of Headless Learning to their identified End Users.

In this period Docebo will:

provide guidance to prepare for final validations ahead of agreed upon launch date; and
prepare and provide a User Acceptance Testing (UAT) test book to guide Customer through the testing phase; and
support and guide Customer via weekly status, email and additional ad hoc meetings to address feedback and resolve gaps identified.

In this period Customer will:

complete full cycle of validation within the platform to prepare for the planned launch; and
participate in testing sessions to validate end-to-end functionality; and
provide feedback on any functional issues or adjustments required for optimal performance.
review and validate the integrated solution’s functionality.
provide feedback for final adjustments and confirm readiness for UAT.
participate in meetings to address feedback and resolve gaps prior to planned launch.

Weeks 16: Project closure and transition to adoption phase

Docebo will support Customer as they execute UAT and prepare for a seamless transition to aftercare and support. In preparation for the transition, Docebo will work with the Customer to define the next phase of the adoption of the headless learning solution.

In this period Docebo will:

facilitate UAT, addressing Customer feedback and assisting with final adjustments; and
conduct a project closure meeting and onboarding transition, introducing the Customer to the Docebo’s Customer Experience team.; and
schedule onboarding closure transition meeting; and
continue to support Customer through the transition; and
send an onboarding completion survey.

In this period Customer will:

conduct UAT in a live environment to verify the solution’s performance; and
document feedback and necessary adjustments identified during UAT; and
determine next phase of adoption; and
attend onboarding closure and transition meeting; and
provide feedback to Docebo via the onboarding completion survey.

1.2 Aftercare

Post Transition aftercare

The aftercare phase will occur for up to 8 months days after Headless Learning onboarding (weeks 1-16) have concluded. In this period Docebo will support the Customer for up to eight (8) sixty (60) minute calls and the customer may request to use these calls at any time during the 8 month period. The aftercare phase will conclude at the end of 8 months or the completion of eight (8) sixty (60) minute calls, whichever occurs first.

In this period Docebo will:

host upon Customer request up to eight (8) sixty (60) minute calls;
continue to gather Customer feedback to continuously improve the solution and meet evolving needs.

In this period Customer will:

request in writing up to eight (8) sixty (60) minute aftercare support calls
provide an agenda for aftercare support items in advance of scheduled calls
participate in scheduled meetings to address feedback and resolve gaps
communicate evolving needs and provide feedback on solution performance to aid continuous improvement.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities	Meeting Time Allocated
Technical Deployment Manager (embedded learning)	Docebo platform expert with the technical expertise to provide support and guidance for embedded learning, workflows, and configurations. Facilitates scheduled virtual meetings, supports project updates and provides email support.	average 60 minutes per week
Technical Deployment Manager (integrations)	Docebo platform expert with the technical expertise to provide support and guidance for integrations (APIs, Webhooks, recipes), workflows, and configurations. Facilitates scheduled virtual meetings, supports project updates and provides email support.	average 90 minutes per week
Project Manager	Docebo project management resource responsible for managing process groups and areas, communication and coordination of tasks and activities throughout the project. Provision and maintenance of the project plan in alignment with Customer requirements via Docebo’s online project management tool	average 30 minutes per week
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.	As needed

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review sessions as needed.	As needed
*Docebo platform Admin	Acts as an advisor during the implementation or onboarding of additional Docebo platform features, integrations, and services. Owns configurations of the Docebo platform for all operational requirements.	2 – 3 hours
*Third Party System Admin	Responsible for creating the connection between the Docebo platform and the Customer’s third party system. Resource configures, manages and maintains the Customer’s third party system. Provides support to the IT stakeholder as needed.	As required
*IT Stakeholders; Front End DeveloperBackend Developer	Meets with the Docebo project resource(s) and owns the configuration of APIs, Webhooks, SSO configuration, 3rd party system integrations, etc. Attends troubleshooting calls as necessary. Generally, effort is increased during the integration and data migration phases when applicable. / Owns any technical configurations related to integration development and workflow maintenance. Resource needs expertise in SDLC and programming concepts.	20 – 30 hours
Project Manager	Coordinates activities across other teams and individuals within the Customer.	2 – 5 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements.	As needed
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer will provide technical resources to provide internal system knowledge and configure technical components as determined to be in scope for launch during discovery;
Customer will be prepared to start the project with a defined set of requirements communicated during the discovery phase (weeks 1-3) and further captured in the discovery exercise minimum viable product (“MVP”) use cases and workflows desired for the initial use of Headless Learning;
Customer completes the required training inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for integration configuration and validation for launch;and
Customer is responsible for ongoing maintenance of integration & workflow automation after the Headless Learning Onboarding service is complete.
Customer has created users, courses and catalogs in the Docebo platform prior to Headless Learning onboarding Kickoff; and
Customer will transition to the adoption phase at the end of the 16 week Delivery Period. The launch of Headless Learning is not a prerequisite for the transition. The transition can proceed independently of the launch date, and no delay in the launch will impact the timeline or process of the transition.

3.2 Suspension

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and any unused Services cannot be carried forward to subsequent years.

Quick Start

Quick Start is a templated platform that is introduced in pre-sales which enables Customers to build upon pre-configured Templates, streamlining the transition from pre-sales to platform launch, post-sale. Quick Start seamlessly converts into a live production environment, carrying forward built components from the pre-sales phase. This reduces time to launch and adds value for organizations looking to move quickly, ensuring a smooth and efficient onboarding experience and allowing our post-sales team to spend time in the areas that matter most to the Customer.

In this context “Template” means a pre-configured, reusable framework or set of components within the Quick Start platform that serves as a foundational starting point for building customized solutions during the pre-sales phase, which can be carried into production.

Customer acknowledges and agrees that once Templates are handed over to Customer as part of the Quick Start platform, such Templates are no longer maintained, controlled and serviced by Docebo. Customer assumes full responsibility for the Templates.

Essential Optimization Service

Docebo will provide Customer with “Essential Optimization” consulting services for the Docebo platform (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful Services engagement over the course of eight (8) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the consulting services (the “Kickoff”). The consulting services will be delivered via consulting calls at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to scheduled consulting calls.

1.0 Delivery Schedule

1.1 Consulting Services

The weekly schedule, phases and milestones for the Services are as follows:

Weeks 1-2: Project Kickoff and Discovery

The Kickoff and discovery phase of the Services will occur in the first two weeks and the Parties will work together to set the stage for a successful Services engagement for the Docebo platform.

In this period Docebo will:

schedule Kickoff call to introduce stakeholders, review project scope, clarify roles and responsibilities, and establish expectations;
schedule one or multiple discovery calls (up to three hours total) to discuss the current state of customer’s Docebo platform, use cases, pain points, requirements and the desired optimization outcomes;
perform a query to assess relevant metrics on the customer’s Docebo platform;
begin to analyze the data gathered from the query and discovery calls;
schedule additional calls as needed to discuss findings and next steps; and
update the project plan and provide a summary of customer’s goals.

In this period Customer will:

assemble their project team based on required roles (defined in section 2.2).
complete the discovery exercise and provide it to the Docebo resource at least 5 business days before the first discovery call;
attend and participate in the Kickoff and discovery calls; and
access Docebo University and complete any training assigned by Docebo;

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 3-4: Identify and Recommend

Docebo will collaborate with Customer to identify changes to improve platform performance, develop an action plan for implementing platform changes, and set the stage for larger initiatives to enhance the platform.

In this period Docebo will:

host weekly consulting and feedback calls to continuously develop and refine action plan;
identify quick changes to improve platform performance;
identify larger initiatives to enhance the platform;
prioritize changes based on impact and feasibility;
provide the Customer with the final recommendations plan; and
develop an action plan for implementing the identified platform changes.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
sign off final recommendations and action plan.

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 5-7: Implement and Support

In the final weeks, Docebo will support and guide the Customer as they work through the recommendations and action plan to implement updates to their platform.

In this period Docebo will:

host weekly calls to support and advise on implementing recommendations;
monitor progress of tasks and adjust the action plan as needed; and
conduct a detailed review of progress against the action plan; and
schedule project closure meeting; and
identify any roadblocks or challenges.

In this period Customer will:

attend weekly consulting and feedback calls;
implement recommendations in your platform;
validate platform configuration changes; and
finalize approach to launch updates to live platform.

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 8: Project Closure

Docebo will support the Customer as they complete optimization service Delivery Period. As preparation for this transition, we will conduct a final project review.

In this period Docebo will:

host project closure meeting;and
send Services completion survey.

In this period Customer will:

determine next phase of adoption;
attend project closure meeting; and
provide feedback to Docebo via the professional services completion survey.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities	Meeting Time Allocated
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.	average 60 minutes per week
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.	As needed

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review calls as needed.	As needed
*Docebo platform Admin	Acts as an advisor during the implementation or onboarding of additional Docebo platform features, integrations, and services. Owns configurations of the Docebo platform for all operational requirements.	4 – 6 hours
IT Stakeholder	Acts as an advisor during the implementation or onboarding of additional Docebo platform integrations and technical services. Owns configurations of internal systems and Docebo platform technical configurations and integrations.	As required
Project Manager	Coordinates activities across other teams and individuals within the Customer.	2 – 5 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements.	As needed
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer acknowledges and agrees that the scope of the Services excludes consulting and recommendations for technical products and services such as, but not limited to, data migration, integration connectors, premium integrations, APIs, Advanced Analytics, Headless Learning, Design support and any services that require involvement from a Technical Deployment Manager;
Customer acknowledges and agrees that the scope of the Services excludes consulting and recommendations for any contracted Partner products and services;
Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer completes assigned training as required inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for platform configuration and validation;
Customer acknowledges that the project will close at the end of the 8 week Delivery Period with no delay.

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

In the event that the Master Services Agreement is silent on this topic, then the following term applies:

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and cannot be carried forward to subsequent years.

[End of Essential Optimization]

Advantage Optimization – LMS

Docebo will provide Customer with “Advantage Optimization” consulting services for the Docebo platform (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful Services engagement over the course of ten (10) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the consulting services (the “Kickoff”). The consulting services will be delivered via consulting calls at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to scheduled consulting calls.

1.0 Delivery Schedule

1.1 Consulting Services

The weekly schedule, phases and milestones for the Services are as follows:

Weeks 1-2: Project Kickoff and Discovery

The Kickoff and discovery phase of the Services will occur in the first two weeks and the Parties will work together to set the stage for a successful Services engagement for the Docebo platform.

In this period Docebo will:

schedule Kickoff call to introduce stakeholders, review project scope, clarify roles and responsibilities, and establish expectations;
schedule one or multiple discovery calls (up to five hours total) to discuss the current state of customer’s Docebo platform, use cases, pain points, requirements and the desired optimization outcomes;
perform a query to assess relevant metrics on the customer’s Docebo platform;
begin to analyze the data gathered from the query and discovery calls;
schedule additional calls as needed to discuss findings and next steps; and
update the project plan and provide a summary of customer’s goals.

In this period Customer will:

assemble their project team based on required roles (defined in section 2.2).
complete the discovery exercise and provide it to the Docebo resource at least 5 business days before the first discovery call;
attend and participate in the Kickoff and discovery calls; and
access Docebo University and complete any training assigned by Docebo;

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 3-5: Identify and Recommend

In this period Docebo will:

host weekly consulting and feedback calls to continuously develop and refine action plan;
identify quick changes to improve platform performance;
identify larger initiatives to enhance the platform;
prioritize changes based on impact and feasibility;
provide the Customer with the final recommendations plan; and
develop an action plan for implementing the identified platform changes.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
if data migration (defined in section 1.2) is in scope, confirm request; and
sign off final recommendations and action plan.

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 6-9: Implement and Support

In the final weeks, Docebo will support and guide the Customer as they work through the recommendations and action plan to implement updates to their platform.

In this period Docebo will:

host weekly calls to support and advise on implementing recommendations;
monitor progress of tasks and adjust the action plan as needed; and
conduct a detailed review of progress against the action plan; and
identify any roadblocks or challenges.

In this period Customer will:

if data migration is in scope, provide all data import files by the end week eight (8) of the Delivery Period;
attend weekly consulting and feedback calls;
implement recommendations in your platform;
validate platform configuration changes; and
finalize approach to launch updates to live platform.

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 10: Project Closure and Transition to Aftercare

Docebo will support the Customer as they complete optimization service Delivery Period and prepare to transition to aftercare support. As preparation for this transition, we will conduct a final project review.

In this period Docebo will:

schedule project closure meeting;
schedule aftercare support calls; and
send Services completion survey.

In this period Customer will:

determine next phase of adoption;
attend project closure meeting; and
provide feedback to Docebo via the professional services completion survey.

1.2 Data Migration

As part of the Services and only upon request of the Customer, Docebo will provide data migration services during the Delivery Period to assist with importing Customer’s historical data into Customer’s instance of the Docebo platform.

In this period Docebo will:

provide a document outlining the CSV format specifications for importing data into the Docebo platform;
execute migration on data import types up to 100,00 total records, training material import type is not included in the Services;
perform up to two (2) iterations of the data migration for each import type as follows;
- iteration 1 is one (1) data migration import in Customer’s sandbox environment
- iteration 2 is one (1) data migration import in Customer’s production environment.

In this period Customer will:

review the Docebo data migration documentation;
complete the Docebo University training for data migration;
request to use data migration services by the end of week seven (7) of the Delivery Period;
obtain all necessary data required for the import process and provide it to Docebo in the CSV format specified in the Docebo migration document by the end of week seven (7) of the Delivery Period;
provide one (1) file for each applicable data import type;
- for a complete list of currently available import data import types; refer to the “Import types” in the “Migrating to Docebo – General guide” found in the Docebo Help knowledgebase here: https://help.docebo.com/hc/en-us/sections/22555775288978-Migration-guides
- training material import type is not included in the Services;
review the sandbox data fully and sign off on the sandbox migration prior to the production migration; and
be responsible for fixing any source data issues identified in the sandbox migration prior to the production migration.

Data Import Disclaimer:

Docebo does not guarantee the quality, accuracy, or formatting of import files provided by the Customer. The Customer is solely responsible for ensuring the integrity of all data submitted for import. In the event of a data quality issue for data due to formatting or data integrity issues in the Customer-provided CSV files, additional charges to rectify such issues may apply. This applies even if the files have been reviewed and approved by the Customer prior to import.

If issues arise—such as accuracy, formatting errors or data inconsistencies—that require Docebo’s intervention, additional fees may apply. To avoid delays or extra costs, Customers are encouraged to thoroughly validate all CSV files before submission.

1.3 Aftercare

3 Weeks: Post Transition aftercare

The aftercare phase will occur for up to three (3) weeks after the ten (10) week Delivery Period has concluded. In this period Docebo will support the Customer for up to three (3) sixty (60) minute calls and the customer may request to use these calls at any time during the 30 day period. The aftercare phase will conclude at the end of the three (3) weeks or the completion of two (2) sixty (60) minute calls, whichever occurs first.

In this period Docebo will:

by Customer request, host up to two (2) sixty (60) minute calls; and
continue to gather Customer feedback to support recommended solutions.

In this period Customer will:

request in writing up to two (2) sixty (60) minute calls aftercare support calls;
provide an agenda for aftercare support items in advance of scheduled calls; and
participate in scheduled calls to address feedback and resolve gaps.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities	Meeting Time Allocated
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.	average 60 minutes per week
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.	As needed

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review calls as needed.	As needed
*Docebo platform Admin	Acts as an advisor during the implementation or onboarding of additional Docebo platform features, integrations, and services. Owns configurations of the Docebo platform for all operational requirements.	4 – 6 hours
IT Stakeholder	Acts as an advisor during the implementation or onboarding of additional Docebo platform integrations and technical services. Owns configurations of internal systems and Docebo platform technical configurations and integrations.	As required
Project Manager	Coordinates activities across other teams and individuals within the Customer.	2 – 5 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements.	As needed
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer acknowledges and agrees that the scope of the Services excludes consulting and recommendations for technical products and services such as, but not limited to, integration connectors, premium integrations, APIs, Advanced Analytics, Headless Learning, Design support and any services that require involvement from a Technical Deployment Manager;
Customer acknowledges and agrees that the scope of the Services excludes consulting and recommendations for any contracted Partner products and services;
Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer completes assigned training as required inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for platform configuration and validation;
Customer is responsible for providing completed files for data migration e.g. user data and/or content for iteration 1 of data migration import into Customer sandbox environment within seven weeks of the project Kickoff. If Customer does not have a sandbox, a temporary one will be provided;
Customer is responsible for providing sign off for iteration 1 of data migration import into Customer sandbox environment before iteration 2 can commence to complete the data migration import in Customer production environment. Customer must complete all iterations before the end of the 10 week Delivery Period;
Customer will transition to aftercare phase (defined in section 1.3) at the end of the 10 week Delivery Period with no delay; and
Customers must request and use the aftercare phase calls (defined in section 1.3) during the 3 week period that commences upon completion of the Delivery Period (defined in section 1.1).

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

In the event that the Master Services Agreement is silent on this topic, then the following term applies:

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and cannot be carried forward to subsequent years.

[End of Advantage Optimization]

Premier Optimization Service

Docebo will provide Customer with “Premier Optimization” consulting services for the Docebo platform (“Services”). The Services include a designated Solution Deployment Manager (defined in section 2.1) who guides Customer Project Team (defined in section 2.2) through the defined phases and milestones to ensure a successful Services engagement over the course of twelve (12) weeks (the “Delivery Period”) from the initial meeting where the Parties will establish the commencement of the consulting services (the “Kickoff”). The consulting services will be delivered via consulting calls at a cadence to be mutually agreed upon by the Parties. Project support is provided via email in addition to scheduled consulting calls.

1.0 Delivery Schedule

1.1 Consulting Services

The weekly schedule, phases and milestones for the Services are as follows:

Weeks 1-3: Project Kickoff and Discovery

The Kickoff and discovery phase of the Services will occur in the first three weeks and the Parties will work together to set the stage for a successful Services engagement for the Docebo platform.

In this period Docebo will:

schedule Kickoff call to introduce stakeholders, review project scope, clarify roles and responsibilities, and establish expectations;
schedule one or multiple discovery calls (up to eight hours total) to discuss the current state of customer’s Docebo platform, use cases, pain points, requirements and the desired optimization outcomes;
perform a query to assess relevant metrics on the customer’s Docebo platform;
begin to analyze the data gathered from the query and discovery calls;
schedule additional calls as needed to discuss findings and next steps; and
update the project plan and provide a summary of customer’s goals.

In this period Customer will:

assemble their project team based on required roles (defined in section 2.2).
complete the discovery exercise and provide it to the Docebo resource at least 5 business days before the first discovery call;
attend and participate in the Kickoff and discovery calls; and
access Docebo University and complete any training assigned by Docebo;

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 4-7: Identify and Recommend

Docebo will collaborate with Customer to identify quick changes to improve platform performance, develop an action plan for implementing platform changes, and set the stage for larger initiatives to enhance the platform.

In this period Docebo will:

host weekly consulting and feedback calls to continuously develop and refine action plan;
identify quick changes to improve platform performance;
identify larger initiatives to enhance the platform;
prioritize changes based on impact and feasibility;
provide the Customer with the final recommendations plan; and
develop an action plan for implementing the identified platform changes.

In this period Customer will:

attend weekly consulting and feedback calls;
complete assigned activities and training prior to each weekly call;
if data migration (defined in section 1.2) is in scope, confirm request; and
sign off final recommendations and action plan.

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 8-11: Implement and Support

In the final weeks, Docebo will support and guide the Customer as they work through the recommendations and action plan to implement updates to their platform.

In this period Docebo will:

host weekly calls to support and advise on implementing recommendations;
monitor progress of tasks and adjust the action plan as needed; and
conduct a detailed review of progress against the action plan; and
identify any roadblocks or challenges.

In this period Customer will:

if data migration is in scope, provide all data import files by the end week eight (8) of the Delivery Period;
attend weekly consulting and feedback calls;
implement recommendations in your platform;
validate platform configuration changes; and
finalize approach to launch updates to live platform.

Once the above is completed by the Parties, the next phase of the delivery schedule may commence.

Weeks 12: Project Closure and Transition to Aftercare

In this period Docebo will:

schedule project closure meeting;
schedule aftercare support calls; and
send Services completion survey.

In this period Customer will:

determine next phase of adoption;
attend project closure meeting; and
provide feedback to Docebo via the professional services completion survey.

1.2 Data Migration

In this period Docebo will:

provide a document outlining the CSV format specifications for importing data into the Docebo platform;
execute migration on data import types up to 250,000 total records, training material import type is not included in the Services;
perform up to two (2) iterations of the data migration for each import type as follows;
- iteration 1 is one (1) data migration import in Customer’s sandbox environment
- iteration 2 is one (1) data migration import in Customer’s production environment.

In this period Customer will:

review the Docebo data migration documentation;
complete the Docebo University training for data migration;
request to use data migration services by the end of week seven (7) of the Delivery Period;
obtain all necessary data required for the import process and provide it to Docebo in the CSV format specified in the Docebo migration document by the end of week seven (7) of the Delivery Period;
provide one (1) file for each applicable data import type;
- for a complete list of currently available import data import types; refer to the “Import types” in the “Migrating to Docebo – General guide” found in the Docebo Help knowledgebase here: https://help.docebo.com/hc/en-us/sections/22555775288978-Migration-guides
- training material import type is not included in the Services;
review the sandbox data fully and sign off on the sandbox migration prior to the production migration; and
be responsible for fixing any source data issues identified in the sandbox migration prior to the production migration.

Data Import Disclaimer:

1.3 Aftercare

4 weeks: Post Transition Aftercare

The aftercare phase will occur for up to four (4) weeks after the twelve (12) week Delivery Period has concluded. In this period Docebo will support the Customer for up to three (3) sixty (60) minute calls and the customer may request to use these calls at any time during the 4 week period. The aftercare phase will conclude at the end of the four (4) weeks or the completion of three (3) sixty (60) minute calls, whichever occurs first.

In this period Docebo will:

by Customer request, host up to three (3) sixty (60) minute calls; and
continue to gather Customer feedback to support recommended solutions.

In this period Customer will:

request in writing up to three (3) sixty (60) minute calls aftercare support calls;
provide an agenda for aftercare support items in advance of scheduled calls; and
participate in scheduled calls to address feedback and resolve gaps.

2.0 Roles and Responsibilities

2.1 Docebo Roles

Docebo Project Team
Role	Responsibilities	Meeting Time Allocated
Solution Deployment Manager	Docebo platform expert to provide best practice guidance and support on how to leverage platform functionality to meet business requirements. Facilitates scheduled virtual meetings, supports project updates, and provides email support.	average 90 minutes per week
Project Sponsor	Docebo Professional Services leader is designated to oversee the success of the project and act as a strategic partner. Participates in ad hoc virtual meetings as needed and monitors the progress of the overall project to ensure seamless delivery.	As needed

2.2 Customer Roles

Customer Project Team
Role*Required Resource	Responsibilities	Estimated Weekly Effort
*Leadership Sponsor	Leadership Sponsor to the project, key decision maker, ensures project goals are aligned to Customer strategy, and participates in executive review calls as needed.	As needed
*Docebo platform Admin	Acts as an advisor during the implementation or onboarding of additional Docebo platform features, integrations, and services. Owns configurations of the Docebo platform for all operational requirements.	4 – 6 hours
IT Stakeholder	Acts as an advisor during the implementation or onboarding of additional Docebo platform integrations and technical services. Owns configurations of internal systems and Docebo platform technical configurations and integrations.	As required
Project Manager	Coordinates activities across other teams and individuals within the Customer.	2 – 5 hours
Business Stakeholder(s)	Defines use case(s) required for the Docebo platform and other products. Generally, effort is increased during the discovery phase.	As needed
Marketing/Design	Provides branding and style guidance and owns the configuration of platform design and branding elements.	As needed
Content Developer	Creates learning content/packages for upload into the Docebo platform.	As required

3.0 General Assumptions

3.1 Project

Customer acknowledges and agrees that the scope of the Services excludes consulting and recommendations for technical products and services such as, but not limited to, integration connectors, premium integrations, APIs, Advanced Analytics, Headless Learning, Design support and any services that require involvement from a Technical Deployment Manager;
Customer acknowledges and agrees that the scope of the Services excludes consulting and recommendations for any contracted Partner products and services;
Customer has the minimum number of mandatory resources available as outlined in section 2.2;
Customer completes assigned training as required inside Docebo University before scheduled meetings;
Customer will designate one person as the main point of contact with Docebo for the project;
Customer is responsible for platform configuration and validation;
Customer is responsible for providing completed files for data migration e.g. user data and/or content for iteration 1 of data migration import into Customer sandbox environment within seven weeks of the project Kickoff. If Customer does not have a sandbox, a temporary one will be provided;
Customer is responsible for providing sign off for iteration 1 of data migration import into Customer sandbox environment before iteration 2 can commence to complete the data migration import in Customer production environment. Customer must complete all iterations before the end of the 12 week Delivery Period;
Customer will transition to aftercare phase (defined in section 1.3) at the end of the 12 week Delivery Period with no delay; and
Customers must request and use the aftercare phase calls (defined in section 1.3) during the 4 week period that commences upon completion of the Delivery Period (defined in section 1.1).

3.2 Suspension

Customer may suspend the services described in this Exhibit in accordance with the terms of the Master Services Agreement between Customer and Docebo.

In the event that the Master Services Agreement is silent on this topic, then the following term applies:

(i) Customer’s reasons for temporary suspension;

(ii) date Customer requests the suspension status begin; and

(iii) date Customer anticipates suspension status to end.

3.3 Services Expiration

The Services must be used within the twelve (12) month period from the Order Form Start Date and cannot be carried forward to subsequent years.

[End of Premier Optimization]

The Docebo Learning Platform

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Docebo – Onboarding / Professional Services

Essential Onboarding – LMS

1.0 Delivery Schedule

1.1 Onboarding

Weeks 1-2: Project Kickoff and discovery

Weeks 3-5: Configuration

Weeks 6-7: Validate and launch

Weeks 8: Project closure and transition to adoption phase

1.2 Data Migration

2.0 Roles and Responsibilities

2.1 Docebo Roles

2.2 Customer Roles

3.0 General Assumptions

3.1 Project

3.2 Suspension

3.3 Services Expiration

Advantage Onboarding – LMS

1.0 Delivery Schedule

1.1 Onboarding

Weeks 1-2: Project Kickoff and discovery

Weeks 3-9: Configuration

Weeks 10-11: Validate and launch

Weeks 12: Project closure and transition to adoption phase

1.2 Data Migration

2.0 Roles and Responsibilities

2.1 Docebo Roles

2.2 Customer Roles

3.0 General Assumptions

3.1 Project

3.2 Suspension

3.3 Services Expiration

Premier Onboarding – LMS

1.0 Delivery Schedule

1.1 Onboarding

Weeks 1-3: Project Kickoff and discovery

Weeks 4-12: Configuration

Weeks 13-15: Validate and launch

Weeks 16: Project closure and transition to adoption phase

1.2 Data Migration

2.0 Roles and Responsibilities

2.1 Docebo Roles

2.2 Customer Roles

3.0 General Assumptions

3.1 Project

3.2 Suspension

3.3 Services Expiration

Elite Onboarding – LMS

1.0 Delivery Schedule

1.1 Onboarding

Weeks 1-3: Project Kickoff and discovery

Weeks 4-16: Configuration

Weeks 17-19: Validate and launch

Weeks 20: Project closure and transition to adoption phase

1.2 Data Migration

2.0 Roles and Responsibilities

2.1 Docebo Roles

2.2 Customer Roles

3.0 General Assumptions

3.1 Project

3.2 Suspension

3.3 Services Expiration

Docebo Learning Evaluation Onboarding

1.0 Delivery Schedule

1.1 Onboarding

Week 1: Project Kickoff and discovery

Weeks 2-3: Configuration

Weeks 4: Validate

Weeks 5: Project closure and transition to adoption phase

2.0 Roles and Responsibilities

2.1 Docebo Roles

2.2 Customer Roles

3.0 General Assumptions

3.1 Project

3.2 Suspension

3.3 Services Expiration

Docebo Extended Enterprise Onboarding

1.0 Delivery Schedule