Implementation and Onboarding Services for Lever Platforms.
1. Overview.
This Exhibit describing the implementation and onboarding services that Lever will perform for Customer (collectively, the “Implementation Services”) is entered as of the Order Form Effective Date and is governed by and made a part of the Agreement between Customer and Lever. In the event of a conflict between the terms of this Exhibit and the terms of the Agreement, the terms of the Agreement will prevail. All capitalized terms not otherwise defined herein will have the same meaning as in the Agreement.
2. Summary.
Lever offers several Implementation Services (each an “Implementation Program”). The election of the applicable Implementation Program in the Order Form is based on the type of Lever Hire subscription, Lever’s understanding of Customer’s talent strategy, organization structure, system topology, and integration requirements.
2.1 Objectives.
The Lever implementation methodology is structured to achieve the following objectives:
- Lever alignment with Customer’s business goals, requirements, timeline, and availability.
- Current business and talent processes are transformed with Lever best practices to desired end state, typically improving efficiency, data quality, adherence and candidate experience.
- Customer core team develops expertise for how to configure, manage and own Lever.
- Customer’s legacy ATS data is transformed and imported into Lever (if included in Customer’s Order Form)
- Desired integrations and Customer’s career pages are connected to Lever.
- Fully trained Customer users such that Customer feels prepared for success using Lever.
- A smooth transition to Lever with Customer confidence.
2.2 Limitations.
The Lever implementation methodology has been adapted to cover the spectrum of needs of Lever customers, large and small. As such, there may be activities included in the methodology which are optional and/or not necessary for all companies. The Lever Implementation Specialist will adjust Customer’s implementation plan to the unique requirements of each Customer.
3. Work Tracks, Deliverables, and Activities.
A Lever Implementation Program is managed across seven (7) tracks of work:
- Inception
- Configuration & Testing
- Systems Integration & Career Site
- Data Migration
- Launch Preparation
- Training
- Launch
Tracks may overlap or occur in parallel, and varies by Implementation Program. Activities for each track of work are described in the sections below. As described in Section 2.2, there may be activities included in the methodology which are optional and/or not necessary or recommended for all companies. The Lever Implementation Specialist will adjust the Customer’s implementation plan to the unique requirements of each Customer. Activities marked with an asterisk (*) applies for select Lever subscriptions. Activities marked with a carrot (^) applies only if specified in the Implementation Schedule.
3.1 Inception.
During this introductory track, the Lever Implementation Specialist will obtain an understanding of Customer’s recruiting and sourcing needs, shape the details of the Configuration track and validate an overall project timeline tailored to the Customer.
Activity | Activity Detail *if included in Lever subscription | Responsible Party | |
Lever | Customer | ||
Kickoff | Understand recruiting drivers and business goals, and confirm go-live timing. Identify project stakeholders, Lever and Customer team members, and extended team; review resource availability, project roles and responsibilities. Review Lever implementation stages, timeline, critical milestones and optional activities. | Primary | Attend |
Discovery | Topic driven sessions to understand current as-is processes, current pain points, and desired future to-be state. Topics covered may include: Headcount Planning and Requisition Management*; Job Posting Management; Candidate Journey Flow and Pipeline Management; Sourcing and Nurture*; Referrals; Agencies; Career Site and Application Process; Candidate Management and Interview Scheduling; Feedback Forms; Offers; Data Migration; User Access and Security; Out-of-the-box Standard Integrations; Reporting; and Change Management. Discovery may be conducted in parallel with Configuration depending on Implementation Program. | Primary | Attend |
Finalize project plan | Align on key milestones including career site go-live, data extract date, training schedule, user acceptance testing, and go-live. Identify any competing initiatives and projects, conflicts with milestone dates, holidays and planned out-of-office for project team members. Adjust initial implementation plan to incorporate the above and feedback from Kickoff. Finalize and mutually commit to updated implementation plan. Communicate plan to team. | Joint | Joint |
3.2 Configuration & Testing.
3.2.1 Configuration.
Lever’s focus during Configuration is twofold. First, to provide best practice consultation on the design of the sourcing and recruiting process in Lever. The process design is important as it helps ensure consistency and quality of recruiting data for reporting. Second, to provide Customer the necessary expertise to configure, manage, and own Lever. Configuration can be thought of as a ‘pre-training’ work track for the Customer project team, those that will likely become Lever Admins, SMEs and/or product owners after launch.
Activity | Activity Detail *if included in Lever subscription | Responsible Party | |
Lever | Customer | ||
System and process design | System and process design finalization occurs iteratively throughout Configuration as the team moves through each topic. | Assist | Primary |
Develop configuration task list | Based on Discovery, adjust standard checklist of setup and configuration activities to include Customer specific requirements and design. | Primary | Assist |
Configuration training | Prior to each configuration activity, provide either in-person training or access to self-paced task-oriented videos depending on Implementation Program. | Primary | Attend |
System configuration | Configure pipeline stages and archive reasons. | Primary | Assist |
Company settings | Define location, department, and commitment structure for job postings. Set company preferences for auto following, referrer notifications, and offer and feedback visibility. Set EEO/EEOC preferences and configure surveys. Configure GDPR settings. Setup agency portal. | Assist | Primary |
Jobsite and job board settings | Set company logo, define default application form required attributes,create open and closing job posting statements, customize application confirmation email, and set Google Analytics code. Set up job board preferences for each active job posting. | Assist | Primary |
Requisitions and job posting configuration | Configure requisition form and approval workflow.* Define job posting setup, custom questions and approval workflow. Link requisitions and job postings.* | Assist | Primary |
Setup email templates, interview kits and feedback forms | Input email templates for Lever Nurture* and candidate management. Setup standard interview kits, profile forms and feedback forms. | Assist | Primary |
Offer configuration | Configure the offer form, define offer letter placeholders, upload offer letter templates, configure offer approval workflow. | Assist | Primary |
Setup workflow | Utilize Automation Hub to create trigger-based tasks. | Assist | Primary |
3.2.2 Testing.
The purpose of testing is twofold. First, to ensure the configuration and design of Lever functions as Customer desires. Second, to provide Customer core team hands on experience in using Lever. The Customer core team performing Testing can be thought of as the first group to go through Lever training.
Activity | Activity Detail *if included in Lever subscription | Responsible Party | |
Lever | Customer | ||
Validate testing plan | Based on final configuration and setup, adjust standard testing plan as needed to include Customer specific process and workflow. | Primary | – |
User Acceptance Testing | Customer to complete scenarios identified for User Acceptance Testing. Lever to troubleshoot any issues. | Joint | Joint |
End-to-end testing | Customer to complete scenarios identified for end-to-end testing. Lever to troubleshoot any issues. | Joint | Joint |
3.3 Systems Integration & Career Site.
3.3.1 Systems Integration.
The Implementation Specialist will guide Customer to connect out of the box integrations.
Activity | Activity Detail *if included in Lever subscription | Responsible Party | |
Lever | Customer | ||
Integrations review | Meet with Customer IT team to discuss integration needs, timeline, and resource availability. | Primary | Attend |
Enable integrations | Gather 3rd party account information and assist Customer 3rd party system administrator to enable out of the box integrations. Test and validate proper integration function. | Joint | Joint |
Launch integrations [Launch phase activity] | Integrations live in production. | Joint | Joint |
3.3.2 Career Site.
The Implementation Specialist will help drive configuration of Customer’s Lever-hosted career site and support the Customer in their effort to connect Customer’s website to Lever.
Validate career site scopeThe Operations Lead will need to consult with the Implementation Specialist, Web Developer and Executive Sponsor to establish scope, availability of resources and timeline.Lever
Activity | Activity Detail *if included in Lever subscription | Responsible Party | |
Customer | |||
Career site discovery | Meet with Customer developers, designers, and web, IT, and/or marketing team to discuss career site options. | Primary | Attend |
Design career site [optional] | Design internal and external career site(s) leveraging Lever’s Posting API, Data API* and the Customer’s job site located at jobs.lever.co/{Customer} | Assist | Primary |
Build career site [optional] | Develop the internal and external career site(s) or configure Lever’s out of the box career site. | Assist | Primary |
Test career site | Validate posting listings, posting display, display of required and optional application fields, job specific attributes, display of EEO / OFCCP questions, submission of applications, applicable tagging, and candidate confirmation email. | Assist | Primary |
Deploy career site [Launch phase activity] | Cutover to new career site that is integrated to Lever Hire. | Assist | Primary |
3.4 Data Migration.
If included in Customer’s Implementation Schedule and/or Order Form, Lever will work with Customer to prepare, map, and load data from Customer Legacy ATS to Customer’s Lever Hire account.
3.4.1 Data Migration Tier Definition.
Tier Level | Tier Definition | |
Tier 1 | Data provided by customer to Lever in Lever data migration template and format | |
Tier 2 | Data provided to Lever in .csv, .json, or .xml format from approved list of legacy ATS vendors | |
Tier 3 | Scenarios not captured by Tier 1 or Tier 2 |
3.4.2 Data Migration Fields.
It may not be possible for Lever to migrate all data from Customer Legacy ATS based on export format or limitations in how the export format designates relationships between the data elements in the export. In general, most, if not all, Basic fields can be migrated. Advanced fields will require confirmation once the export is available. Advanced fields will be migrated in the form of notes in Lever.
Field Type | List of Fields | |
Basic | name, email, phone number, links, origin, source, reference to legacy internal and active job postings, stage, resumes, archive reason & date | |
Advanced | emails, notes, feedback for candidates |
3.4.3 Data Migration Activities.
The migration will follow the process outlined below.
Activity | Activity Detail ^if included in Lever Implementation Schedule | Responsible Party | |
Lever | Customer | ||
Migration alignment | Assess legacy candidate, application and activity data, job, understand usage goals for historical information, and develop data migration agreement for review and sign-off. | Joint | Joint |
Source system clean up | Lever to guide the Customer to perform a functional data audit of the source system, identifying stale candidates in the active pipeline and review the quality and accuracy of information for archived candidates. Customer will take corrective steps on the data in the source system. | Assist | Primary |
Plan migration | Lever to consult with Customer on the timing and activities related to the cutover of Customer’s career site to Lever and the timing of the extract. | Joint | Joint |
Schedule export | Customer will coordinate with Lever and Legacy ATS to request and Hschedule the export, and securely transfer the source data in the export format to Lever for processing. | Assist | Primary |
Audit report | Lever will develop the necessary mapping logic to process the information and generate a configuration file along with an audit report for the source data. Customer to review and sign-off on the audit report. | Primary | Assist |
Mapping | Lever will review the configuration file with Customer. Customer will provide the actual mapping from Legacy ATS sources, interview process stages, historical and current jobs, candidate tags and dispositions to the values setup and configured in Customer’s Lever account. The mapping process involves picking values from the list of valid values in Lever for each value in the source Legacy ATS. | Assist | Primary |
Review | Lever will generate a sample csv file of the transformed candidate data for review. Customer to provide feedback for any adjustments. Lever to make applicable adjustments based on Customer sample feedback. | Joint | Joint |
Test load to sandbox^ | Lever to upload the sample into a temporary sandbox account for the Customer to review. Customer to provide feedback for any final adjustments. Lever to make applicable adjustments based on Customer sample feedback. | Primary | Assist |
Final load | Lever to perform a final load of the source data into the Customer’s account. Lever system will identify and merge duplicate candidate records within the source data and with candidate data already in the consolidated Lever account. The merged data will all be contained within a unified candidate profile within the Customer account. | Primary | Assist |
Sign off | Lever will provide a final audit of the data import for report and sign-off by the Customer. | Joint | Joint |
3.5 Launch Prep.
Activity | Activity Detail *if included in Lever subscription | Responsible Party | |
Lever | Customer | ||
Load and prep users | Collect Customer employee user First and Last Name, email and access role. Import users into Customer’s Lever account in the standard format. Link employees to their Lever candidate profiles so that access to user’s own candidate profile is blocked. Send invite email with appropriate instructions to log into Lever as a follow-up to automated login email, if applicable. | Joint | Joint |
Develop cutover plan | Configure the group of Customer employees who are part of the hiring team for each posting. Clear documentation of launch week actions, especially as it pertains to active candidate migration, new inbound applications, access start/end dates and times, and in-flight offers. | Joint | Joint |
ATS transition communications | Share best practices and examples from other engagements with similar Lever Customers and jointly create transition communications. Define frequency of communication and variations by stakeholder groups based on understanding of Customer team and standard policies. Execute on the communication plan. Lunch and learn, messaging, drop-in sessions | Joint | Joint |
Update internal talent related documentation | Update internal documentation related to changes to recruiting processes, including topics such as internal mobility and referrals. | Assist | Primary |
Go forward ownership plan | Work with extended team to identify ownership within each user group for owning updates to feedback forms, email templates, forms, offers, job postings, requisitions, workflow, etc post launch. Identify and share Lever Super Admins, Admins, product owner/s, and SMEs. | Assist | Primary |
ATS support plan | Go forward plan for users requiring support. Identify regional leads/Lever SMEs, system application ownership, Lever Support. | Assist | Primary |
3.6 Training.
Lever will invest time in Customer’s success making sure the core and extended team are trained and prepared for success at each stage of the way using Lever.
Activity | Activity Detail *if included in Lever subscription | Responsible Party | |
Lever | Customer | ||
Plan and schedule training | Define user groups and develop a training plan for the core and extended team. Schedule training for each user group. | Primary | Assist |
Develop training content | Provide Lever’s standard training materials for Customer’s specific requirements. Custom training materials may be developed depending on Implementation Program. Review and finalize with Customer. | Primary | Assist |
Conduct training | Conduct training sessions for Lever Hire as configured for each user group as defined in the training plan. | Primary | Assist |
Provide additional training material | Provide training sessions recordings and content by user group for Customer onboarding and reference repository. Introduce Customer to Lever’s library of task-based training videos, help articles, best practices, and tutorials available at http://help.lever.co. | Primary | Assist |
Follow-up training | Identify and conduct additional training needs for launch period identified during training week, typically comprised of topics that require deep dive, have variability across the business or need additional direction. | Joint | Joint |
3.7 Launch.
Launch activities will begin in the days just before launch. The Lever Implementation Specialist will work with Customer project team to help launch with confidence on a fully configured and tested system. During and after launch, the Lever Implementation Specialist will be accessible to quickly support, isolate and resolve any potential issues.
Activity | Activity Detail *if included in Lever subscription ^if included in Lever Implementation Schedule | Responsible Party | |
Lever | Customer | ||
Transition job board postings to Lever | Disable posting syndication, job boards and manual postings from legacy ATS. Configure posting syndication, enable job board integrations and create manual job board links for Lever job postings. Identify the jobs a customer wants to be subject to premium placement on LinkedIn. | Assist | Primary |
Launch integrations | Integrations live in production. | Joint | Joint |
Deploy custom integration | Package modules for deployment and deploy to production. | Primary | Assist |
Deploy career site | Cutover to new career site that is integrated to Lever Hire. | Assist | Primary |
Final User Acceptance Testing | Validate full system, integrations and career site. | Joint | Joint |
Complete data migration | Enable data migration activities are complete and active candidates are ready in Lever. | Primary | Assist |
Execute cutover plan / Lever launch | Customer will do a final pass through the configuration checklist to make sure configuration is complete and accurate prior to cutover. Execute final cutover plan and communicate to Customer team. Take actions outlined in communication plan to make sure all teams make the shift to Lever. Disable access for extended team to Legacy ATS. | Joint | Joint |
Copy production to sandbox^ | Full copy of production configuration to sandbox. | Primary | – |
Hypercare^ | Provide post production transition support for up to 30 days post go live depending on Implementation Program. | Primary | – |
Transition to Lever Service & Support* | Final meeting with Lever Implementation Specialist to setup customer for leveraging Service and Support* for questions / issues, reintroduce Customer’s Customer Success Manager* from Lever (applicable for Customers with a Preferred and Premium Service and Support Offering). | Primary | Attend |