Name: Upland Panviva
Brand: Upland Software
SKU: 63dce62df05668cf40addf12
Rating: 4.9 (84 reviews)

Question 1

Implementation Process

Accepted Answer

Assessment and Planning: Initial consultation to understand the organization's specific knowledge management needs and requirements. Development of a detailed implementation plan, including timelines, milestones, and resource allocation. Configuration and Customization: Customizing the user interface to match the company's branding and design preferences. Configuring the platform to align with the organization's processes, policies, and compliance requirements. Setting up integrations with existing business applications such as Salesforce, Microsoft Teams, and others to ensure seamless data flow and contextual guidance. Content Migration: Migrating existing knowledge content into the Panviva platform. Organizing and curating knowledge from a single source of truth into smart snippets for easy access and use. Training and Onboarding: Providing training sessions for administrators and end-users to ensure they are comfortable using the platform. Utilizing Panviva's AI-powered guidance and no-code authoring tools to create dynamic content and prebuilt templates. Testing and Validation: Conducting thorough testing to ensure the platform functions correctly and meets the organization's needs. Validating the system's performance, security, and compliance with industry standards. Go-Live and Support: Launching the platform for full-scale use within the organization. Offering ongoing support and maintenance to address any issues and ensure continuous improvement.

Question 2

Customisation

Accepted Answer

Customizable User Interface: The platform allows for a customizable user interface that can be tailored to match the company's branding and design preferences. Content Design: Users can add company branding, design content to match employees' competency levels, and use expandable and collapsible details for better navigation. Prepackaged Templates: Panviva provides prepackaged templates for optimal navigation and content design, which can be customized to fit specific business processes. API Availability: The platform offers an API, enabling integration with other business applications and allowing for further customization based on specific needs. Integration with Other Platforms: Panviva integrates with various platforms such as Salesforce, Microsoft Teams, Zapier, and Twilio, providing contextual guidance and ensuring seamless data flow. Content Authoring and Management: The platform includes features like WYSIWYG editing, reusable content modules, and a content approval workflow, which can be customized to streamline content creation and management processes.

Question 3

Additional Costs

Accepted Answer

Setup Fees: There may be a one-time setup fee, as indicated by Upland's billing practices for other products. Subscription Model: Panviva operates on a subscription-based pricing model, with plans starting from $20 per user per month. Support Charges: Upland Panviva offers various support options, including 24/7 live support, phone support, and a knowledge base. The cost of these support services may be included in the subscription fee, but specific details are not provided. Maintenance: Regular maintenance and updates are likely part of the subscription service, ensuring the platform remains up-to-date and secure.

Question 4

Training

Accepted Answer

Training Formats: Upland offers multiple training formats, including in-person training, virtual instructor-led training (VILT), on-demand online learning, and blended learning options. Onboarding Resources: The platform provides accessible onboarding resources and information to decrease training times and help new users get up to speed quickly. Knowledge Base: Users have access to a knowledge base with tutorials, help articles, and getting started guides. Customer Community: Upland fosters a collaborative environment where users can share experiences, learn from peers, and participate in discussion forums. Customer Success Managers: Dedicated customer success managers provide 1:1 support and guidance to help organizations maximize the value of the Panviva platform. Ongoing Knowledge Management Services: Post-deployment, Upland offers ongoing knowledge management services to ensure continuous improvement and successful utilization of the platform.

Question 5

Security Measures

Accepted Answer

Physical Access Controls: Restricting physical access to data storage locations. Encryption: Using encryption to protect data both in transit and at rest. Internet Firewalls: Implementing firewalls to prevent unauthorized access. Intrusion Detection: Utilizing intrusion detection systems to monitor and respond to potential security threats. Network Monitoring: Continuously monitoring network activity to detect and mitigate security incidents. Security Awareness Training: Providing security awareness training to team members who have access to personal data, ensuring they understand and adhere to security protocols.

Question 6

Updates

Accepted Answer

Automated Deployment: Updates are likely deployed automatically to minimize disruption to users. This ensures that all users have access to the latest features and improvements without needing to manually install updates. Notification System: Users are typically notified about upcoming updates and any required actions. This helps prepare users for any changes and ensures they are aware of new features or modifications. Compliance and Security: Updates include necessary security patches and compliance-related changes to ensure the platform adheres to industry standards and regulations. This is particularly important for sectors like healthcare and finance, where compliance is critical. Testing and Validation: Before deployment, updates undergo thorough testing to ensure they do not introduce new issues and that they function as intended. This helps maintain the reliability and stability of the platform. User Feedback Integration: Updates often incorporate feedback from users to address any pain points and improve the overall user experience. This iterative process helps align the platform with user needs and expectations.

Question 7

Data Ownership and Portability

Accepted Answer

Data Ownership: Customers retain all rights, title, and interest in and to their data. Upland acts as a data processor, processing customer data solely on behalf of and under the instructions of the customer. Data Portability: Customers have the ability to export their data from the Panviva platform at any time during the agreement term using the platform's existing features and functionality. This ensures that customers can maintain control over their data and move it as needed. Data Retention and Deletion: Upland retains customer data for as long as the account is active or as needed to provide services. Upon termination of the agreement, Upland will delete the customer's data from its systems, unless otherwise required by law or contractual obligations.

Question 8

Scaling Up / Down

Accepted Answer

Modifications to Entitlements: Customers can purchase additional entitlements (e.g., increases to the number of users or additional messaging volume) by providing Upland with a purchase order or entering into a supplemental Sales Order. Fees for these modifications are pro-rated for the remainder of the active subscription term. Usage Audit: Upland reserves the right to audit the customer's use of the application to ensure compliance with the entitlements purchased. If an audit reveals underpayment, the customer must pay the underpaid amount within 10 business days.

Question 9

The terms & conditions for contract renewal and cancellation

Accepted Answer

Agreement Term: The MSA commences upon the effective date and continues until each Sales Order has expired or is otherwise terminated in accordance with the agreement. Subscription Term: The subscription term for services starts on the subscription start date specified in the Sales Order and continues for the period specified. If not specified, the term defaults to one year from the date of execution of the Sales Order. Termination for Breach: Either party can terminate the agreement or any Sales Order in the event of a material breach by giving written notice. If the breach is not cured within 30 days, the non-breaching party can terminate the agreement and receive a pro-rata refund for any prepaid, unutilized subscription services. Termination for Convenience: Subscription services are priced based on minimum commitments, and the agreement cannot be terminated for convenience by either party. Suspension for Critical Threats: Upland may suspend services if it determines that the customer's use poses an imminent threat to data security or service availability. Access is restored once the threat is resolved. Transition Assistance: Upon termination or expiration, Upland offers transition assistance for a fee, including data export services. Customers must request this assistance in writing within 14 days prior to termination or expiration.

Question 10

Compliance

Accepted Answer

Bank-Grade Security: The platform uses bank-grade security technology and encryption to protect data. Compliance Management: Panviva is designed to help organizations in highly regulated industries like healthcare, finance, and utilities to remain compliant with industry regulations. It provides contextual knowledge management to ensure agents provide accurate, compliant information. AI-Powered Guidance: The platform includes AI-powered guidance to help navigate complex regulatory and compliance information, ensuring agents remain compliant with evolving regulations.

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