InMoment

Assessment & Planning: Typically 2-4 weeks, where needs are evaluated and goals set.

Configuration & Integration: 4-8 weeks to configure the platform, integrate with existing systems (like CRM, POS), and set up data collection channels.

Testing & Validation: 2-4 weeks to test workflows, dashboards, and reporting.

Training & Deployment: 1-2 weeks to train teams and go live.

Total timeframe: Generally 8-18 weeks, depending on complexity, organizational size, and scope.

Flexible Dashboard & Reports: Highly customizable to focus on KPIs relevant to your business.

Survey & Feedback Logic: Can tailor survey questions, logic paths, and triggers

Integration: Custom APIs and connectors to sync with business systems.

Branding & User Interface: The platform can often be white-labeled or styled to match your brand.

Advanced Customization: For more complex needs, custom development options may be available, but this could extend timelines and costs.

Setup/Implementation Fees: Often varies based on project scope; can range from a few thousand to tens of thousands USD.

Subscription & Licensing: Recurring fees based on number of users, surveys, or data points.

Support & Maintenance: Usually included in the subscription, but premium support or dedicated account management can incur extra

Customization & Integrations: Additional development or consulting costs if extensive customization or integration is needed.

Training: Sometimes included, but advanced or on-site training can carry extra charges.

Onboarding & Training: InMoment typically offers onboarding sessions, webinars, and online resources tailored for different user roles.

Customer Support: Options include tiered support levels (standard, premium), with access to dedicated account managers or support teams.

Knowledge Base & Resources: Extensive documentation, video tutorials, and best practices.

Advocacy & User Communities: Some clients benefit from community forums or user groups for peer support.

Ongoing Account Management: Especially in premium plans, dedicated support specialists can assist in optimizing the platform.

Technical and organizational safeguards: Implements industry-standard protections against data loss, misuse, and interception.

Access controls: Restricts employee access to customer information strictly on a need-to-know basis.

Secure environments: Maintains high-security physical hosting and separates development, testing, and operational environments to minimize risk.

Data protection techniques: Uses pseudonymization and data minimization to further secure personal information.

Security practices: Integrates malware protection, vulnerability management, and secure development into operations.

Outsourced activities: Closely supervises and monitors any outsourced development.

Incident response: Promptly notifies affected clients in the event of a security incident, takes immediate remedial action, and fully cooperates to meet legal notification requirements.

Proactive updates: Regularly updates technical and organizational measures to address new technology and evolving threats.

Modification rights: Reserves the right to modify security measures, provided functionality and security are not degraded.

Update governance: Updates and enhancements are managed under established rules and undergo planned system acceptance testing.

Vulnerability management: Regularly reviews and promptly addresses technical vulnerabilities to reduce risk.

Client ownership: Clients retain ownership and full control over their data; InMoment processes data strictly according to client instructions.

No unauthorized use: Does not sell, rent, or disclose personal information for commercial purposes beyond providing contracted services.

Client control: Clients decide how data is collected, used, and managed, including specifying recipients and communication details.

Portability and deletion: Provides features enabling clients to export or delete personal data upon request, typically within 30 days.

Any changes in scope, such as adding users or features, typically result in a pro-rated adjustment to fees, and clients are required to pay for any additional services or capacity added during the contract term.

Reductions in scope or downgrades are generally processed at the end of the current subscription period, not immediately; clients must notify InMoment in advance to ensure these changes take effect at renewal.

All adjustments, whether scaling up or down, are subject to the terms outlined in the specific client agreement with InMoment.

Renewal: Your contract with InMoment will renew automatically for successive terms unless either party gives written notice of non-renewal before the end of the current period. The exact notice period and renewal terms are specified in your Order Form.

Cancellation: Either party can terminate the agreement if the other party materially breaches the contract and fails to fix the issue within 30 days of written notice. Upon termination, you must stop using the service and pay any outstanding fees. Prepaid fees are not refunded. InMoment will delete your data after termination, except as required by law.

Fee Adjustments: If you change your service level, fees will be adjusted pro-rated and reflected in your next billing cycle or renewal.

Data Portability: You can access and export your data during your contract. InMoment supports data export and deletion in line with data protection laws.

ISO/IEC 27001:2023 Certification for information security management.

SOC 2 Type I Assessments for controls around security, availability, processing integrity, confidentiality, and privacy.

GDPR Compliance for data protection in the EU/EEA.

EU-U.S. and Swiss-U.S. Data Privacy Frameworks for compliant international data transfers.

Australian Privacy Act for privacy compliance in Australia.