Services Portfolio. Our complete suite of professional services support you through all stages of your digital workplace transformation.

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1 Services Portfolio Our complete suite of professional services support you through all stages of your digital workplace transformation.

2 Road to Success You re on a digital workplace transformation journey. No one understands that better than Igloo, and that s why we ve developed a complete suite of services to support you every step of the way. We ve taken the experience and learnings gained through implementing over ten thousand digital workplace communities globally, and distilled it down into services packages that align with the stages of your digital transformation. Customer Success As a complimentary service for all Igloo customers, your Customer Success team helps you shape and execute transformational change providing best-practices, user engagement strategies and success measures aligned to your digital workplace objectives. Igloo was amazing in that they were able to map to our needs. Deployment was a quick and painless process. Since Igloo was so easy to use and customize, not only were we able to set up quickly, but we were also able to get everyone trained and up to speed in no time. Anne Patterson, Community Manager, Digital Opportunity Trust Get a designated Igloo expert who will get hands-on within your Igloo as an extension to your in-house staff. Get the answers and help you need from our highly recognized technical support team and self-service knowledge base. Get hands-on with our highly-trained Business Solutions Architect to develop a scalable solution architecture and phased implementation strategy. Plan, design and launch your community with the help of our in-house team of experts. Improve user adoption and engagement by refreshing your design, navigation and workflows. Add new solutions, advanced functionality, and departmental use-cases to deliver incremental value to users. 4 5

3 Consulting Implementation Igloo Consulting Services provide you with the help you need to invest wisely in your digital transformation by deeply assessing your company needs, developing a customized strategy, and creating a roadmap with supporting solutions architecture that accelerates and accomplishes your business goals. Business Consulting What you get: A customized digital workplace strategy and plan. Goals mapped out and KPIs to measure success. A roadmap for your digital transformation. Solution Architecture What you get: Custom wireframes for your specific solution configuration. A visual proof of concept of your Igloo solution and requirements. Whether you require a pre-configured intranet or a or highly complex digital destination, our in-house team of experts will help you plan, design, and manage the launch of your Digital Workplace Solutions with extraordinary time-to-value. We ve designed a suite of Jumpstart packages to suit the size and complexity of your implementation. Packages include some, or all, of the following: Needs assessment Site and solution planning Project management Customer education Site and solution configuration Visual design and development Pre-launch site review Launch support Authentication and integrations support Specialized Consulting What you get: Tailor-made deliverables, aligned to your specific business challenges. Contact your Customer Success Manager or Sales Representative to learn more about Consulting Contact your Customer Success Manager or Sales Representative to learn more about Implementation 6 7

4 Refresh Expansion Improve user adoption and engagement by refreshing the design and navigation of your digital workplace. Igloo s in-house design team works with you in branding and designing the stylized elements of your site. They collaborate closely with you and our internal teams to assure your design contributes to your strategic business goals. A Refresh includes: User Experience Consult Our team of in-house design consultants will review your current Igloo implementation to provide recommendations on how you can improve the user experience (layout, navigation, interaction, flows) and visual aesthetic to improve engagement and delight your end users. Visual Design and Implementation Following the user experience consult, we will design your Igloo based on your brand, culture and inspiration you provide us. We ll also provide guidance and resources on industry best-practices for user experience and information architecture so you can ensure your site remains optimal for end-users. The Solution Expansion Service will help you deliver the best employee experience and drive the highest levels of adoption and productivity for each new solution you deploy. Igloo Digital Workplace Solutions are carefully crafted through hundreds of hours of research, planning, and design to solve your most prevalent business challenges. Add new solutions, advanced functionality, and departmental use-cases to deliver immediate incremental value to users. Igloo experts will help you to: Configure your solutions to meet your organization s unique needs. Launch your solutions to your users in coordination with your Customer Success Manager. Train your digital workplace manager and power users on the optimal use and maintenance of your solutions. The Igloo platform is extremely versatile and feature-rich, allowing you to configure countless solutions and use-cases to solve your business challenges. We recommend starting your digital workplace transformation journey by solving your most pressing business challenges first, then plan to expand into new solutions on a regular cadence throughout the year. If you don t already have a solutions roadmap planned, our Business Solutions Architects can help you develop it. Contact your Customer Success Manager or Sales Representative to learn more about refreshing your digital workplace. Contact your Customer Success Manager or Sales Representative to learn more about expansion 8 9

5 Technical Support Concierge Get the answers and help you need from our highly recognized technical support team and self-service knowledge base. Hours of operation BRONZE SILVER GOLD PLATINUM Monday to Friday 9am-7pm Monday to Friday 8am - 8pm Silver, plus: 24x7 for P1/P2 24x7x365 Response times 5 business days 1 business day 4 business hours 1 hour Incident limit 5/month Unlimited Unlimited Unlimited Named support contacts Web portal incident reporting incident reporting Phone incident reporting group support contact The Igloo Concierge is a subscription service that provides you with a designated Igloo expert who will feel like an extension to your in-house staff and be your single point of contact for all your digital workplace needs. Your Igloo expert at the ready When you subscribe to the Igloo Concierge Service, you ll get access to an Igloo Program Manager who will help you plan, build, and maintain your Igloo. What you need. Who you need. When you need it. Your Concierge is an expert on the Igloo platform, but some requirements call for specialized expertise. So this subscription allows you to tap into additional services as part of your package and your Concierge will take care of everything. It s like having an entire team of Igloo experts working in-house, without the headcount requirements Support ticket tracking Preview Program Authentication A network of professional services Concierge Customer Success Customer room Beta Program Business Planning Configuration Services Training & Education Refresh Consulting Expansion Consulting Engagement Services Developer Support* Technical Account Manager Solution Architect Support Admin. Trainer Design Consultant Project Consultant Launch Services *Developer Support adheres to different SLAs. Contact your Customer Success Manager or Sales Representative for more details. Contact your Customer Success Manager or Sales Representative to learn more about 10 11

6 Copyright Igloo Inc. All rights reserved. All other company and product names may be trademarks or registered trademarks of their respective holders. About Igloo Igloo helps organizations create a digital destination where employees can access the information, tools, and expertise they need to do their best work, from wherever they are. Learn more at: igloosoftware.com info@igloosoftware.com