Discovery & Planning: Begins with a deep dive into the organization’s goals, workflows, and existing systems to tailor the setup.
Configuration & Customization: The software is configured to match specific business needs, including modules, user roles, and integrations.
Data Migration: Existing data (e.g., member records, event history) is securely transferred into the Personify platform.
Testing & Validation: Rigorous testing ensures that all features function correctly and data integrity is maintained
Training & Onboarding: Staff receive training through video tutorials, live sessions, and documentation to ensure smooth adoption.
Go-Live & Support: The platform is launched with real-time support available to troubleshoot and optimize performance.
Customisation
Modular design: Organizations can choose from a range of modules—membership management, event planning, fundraising, marketing automation, and analytics—based on their operational priorities.
Tailored workflows: The platform allows configuration of workflows, user roles, and permissions to match internal processes.
Third-party integrations: Personify supports integration with external tools such as payment gateways, email platforms, and CRM systems, enabling seamless data flow across platforms
Custom websites and onboarding: Enterprise clients receive bespoke website development and onboarding experiences, ensuring the software aligns with branding and user expectations.
Data-driven personalization: AI-powered analytics help tailor member engagement strategies and health interventions (for Personify Health clients), adapting to individual behaviors and preferences.
Additional Costs
Setup fees: These may be charged for initial configuration, data migration, and onboarding—especially for Enterprise clients who require custom solutions.
Maintenance and updates: Ongoing platform maintenance is typically included in subscription plans, but advanced support or feature upgrades may incur extra charges.
Support services: Basic support is bundled with most plans, while premium support—such as dedicated account managers or 24/7 assistance—may be available at an added cost.
Training and change management: Comprehensive training programs, including tutorials and live sessions, may be offered as part of onboarding or billed separately depending on the plan
Training
On-demand video courses: Accessible through Personify’s Classroom platform, allowing users to learn at their own pace and revisit materials anytime.
Live chat support: Real-time assistance for quick questions or troubleshooting.
Email support: For more complex issues, users can submit detailed queries and receive thorough responses.
Scheduled Zoom calls: Personalized, face-to-face guidance for hands-on walkthroughs.
Phone support: Direct access to friendly specialists for verbal troubleshooting and advice.
Knowledge base & tutorials: Step-by-step guides covering everything from basic setup to advanced features.
Online community (CommUnity): A space to connect with other users, share best practices, and access additional resources.
Quick Start Guide: Streamlined onboarding to help users get organized and productive quickly.
Security Measures
Secure authentication: RESTful APIs support encrypted login and access control.
Patient ID mapping & HL7 standards: Ensures accurate and centralized record-keeping without duplication.
System integrations: Designed to work securely with other platforms, maintaining data integrity across systems
Updates
Product roadmap: Look for the published roadmap or request a copy. It often shows planned release waves (e.g., quarterly major releases, monthly patches).
Release notes: Check for detailed notes with each release (version number, features, bug fixes, security patches, and deprecated features).
Upgrade policy: See whether updates are bundled with maintenance, require separate upgrades, and if there are mandatory upgrade windows.
Downtime and maintenance windows: Identify whether updates require scheduled downtime and the typical window length.
Backward compatibility and deprecations: Review how changes may affect integrations, customizations, and data models.
Change management process: Determine how change approvals, testing, and pilot programs are handled.
Support SLA alignment: See how updates align with support tiers and response times for critical fixes.
Data Ownership and Portability
Ask for the Data Ownership clause in the DPA/MSA:
Who owns the data you upload or generate (your data) vs. data created by the vendor on your behalf (e.g., metadata).
Key data points to capture:
Rights to access, use, and retrieve your data
Data residency and data transfer locations
Export rights and formats (e.g., CSV, JSON, API access)
Procedures and timelines for data export on termination
Data deletion and retention policies
Return/Destruction obligations on contract termination
Any scope for data anonymization or aggregation
Scaling Up / Down
Unit of measure (per user, per seat, per API call, per TB of storage)
Minimum commitments vs. flexible scaling windows
How changes in scale affect pricing (stepwise vs. proportional)
Lead times for scaling (notice requirements)
Impact on service levels and support levels during scale changes
Any throttling, caps, or limits during scaling
Data migration or onboarding/offboarding charges when scaling
The terms & conditions for contract renewal and cancellation
Renewal type (auto-renewal vs. manual renewal)
Notice periods for renewal/non-renewal
Price increase notice and caps (e.g., max % increase per renewal)
Term length options (month-to-month, 12 months, multi-year)
Exit rights on renewal (reasonable termination for cause, right to terminate for convenience with fees)
Termination for cause (material breach, insolvency, data security incident)
Data return or deletion post-termination
Transition assistance and timelines
Suspension and termination rights (e.g., non-payment)
Transfer of data and access during wind-down
Compliance
Data privacy: GDPR, CCPA/CPRA, LGPD, etc.
Information security: ISO 27001, ISO 27018 (PII in the cloud), SOC 2 Type II
Cloud and data governance: SOC 1/2/3, CSA STAR, HITRUST (if healthcare)
