Sprinklr Service

1. Initial Assessment and Planning

• Objective: Understand the client's requirements, current systems, and desired outcomes.

   

• Activities: Conduct workshops, gather requirements, and define the project scope and objectives.

   

• Duration: This phase usually takes 1-2 weeks.

   

2. Blueprint Development

• Objective: Create a detailed implementation blueprint that outlines the configuration, integration, and customization needs.
• Activities: Develop a comprehensive plan that includes workflows, data mapping, and system architecture.

• Duration: Typically, this phase takes 2-4 weeks, depending on the complexity of the requirements.

   

3. Configuration and Customization

• Objective: Configure the Sprinklr platform according to the blueprint, including setting up workflows, user roles, and permissions.

   

• Activities: Customize the platform to align with specific business processes and integrate with existing systems.

   

• Duration: This phase can take 4-8 weeks, based on the level of customization and integration required.

   

4. Integration

• Objective: Seamlessly integrate Sprinklr with other enterprise systems such as CRM, ERP, and social media platforms.

   

• Activities: Implement APIs, data connectors, and ensure data flows correctly between systems.

   

• Duration: Integration typically takes 2-4 weeks, but it can vary depending on the number and complexity of systems involved.

   

5. Testing and Validation

• Objective: Ensure the platform functions correctly and meets all specified requirements.

   

• Activities: Conduct unit testing, system testing, and user acceptance testing (UAT) to validate the configuration and integrations.

   

• Duration: This phase usually takes 2-3 weeks.

   

6. Training and Change Management

• Objective: Equip users with the knowledge and skills to effectively use the Sprinklr platform.

   

• Activities: Provide training sessions, create user manuals, and support change management initiatives to ensure smooth adoption.

   

• Duration: Training and change management typically take 1-2 weeks.

   

7. Go-Live and Post-Implementation Support

• Objective: Transition the platform to live operation and provide ongoing support.

   

• Activities: Monitor the go-live process, address any issues that arise, and provide continuous support and optimization.

   

• Duration: The go-live phase is immediate, but post-implementation support can continue for several weeks to ensure stability.

   

Total Duration

The entire implementation process for Sprinklr Service typically takes 10-16 weeks. The duration can vary based on the complexity of the project, the level of customization required, and the readiness of the client’s existing systems.

Sprinklr Service software is highly customizable to meet specific business needs. Key customization options include automated reports, boosting social media postings, integration with over 30 digital and social channels, customized workflows, and real-time insights. Automated reports save time and effort compared to manual reporting. The platform also supports integration with over 30 digital and social channels, allowing businesses to reach and engage customers across various platforms. Real-time insights help drive better decision-making and improve customer experiences.

• Setup Fees: There may be an initial setup fee for implementing Sprinkler Service, though the amount can vary based on the specific requirements and scale of implementation.

   

• Maintenance and Support Charges: Sprinklr charges ongoing maintenance and support fees, including costs for premium support services like a designated support engineer and priority ticket management.

   

• Additional Modules: The costs increase if you add extra modules like Care Cloud, Listening, etc. on top of the base Sprinklr Service platform.

• User Fees: Pricing for Sprinklr Service is typically per user, per month, so adding more users will increase the overall costs.

• Sprinklr University: Provides comprehensive self-paced courses focused on enhancing utilization of Sprinklr products, administering the environment, etc. New courses are regularly added and available to all clients.

• Public Training Sessions: Virtual webinars designed to enhance knowledge of the Sprinklr platform and expose users to the latest capabilities.

• Private Training Classes: Custom classes created specifically for the client's needs, delivered using their Sprinklr environment. Can be conducted onsite or virtually.

• Certification Programs: Sprinklr offers certification programs to expand the depth of user knowledge and expertise.

• Onboarding and Ongoing Support: Includes a structured 4-phase implementation process (Plan, Build, Educate, Empower) with training, plus access to Sprinklr's Knowledge Base and Community for additional support.

• Premium Training Resources: Enterprise clients get access to premium training resources beyond what is available in the standard offering.

Sprinklr is a leading data protection company that uses a comprehensive set of security measures to safeguard customer information. These measures include technical, organizational, and administrative security measures, such as encryption, secure data transfer mechanisms, and robust access controls. The company also implements role-based access permissions, two-factor authentication (2FA) and single sign-on (SSO) to enhance user account security. 

The Data Processing Addendum (DPA) outlines Sprinklr's role as a data processor, ensuring data protection from unauthorized access or loss. Employees receive data privacy training during onboarding and annual refresher courses. Data transfer mechanisms are secured using Standard Contractual Clauses and additional measures. Subprocessor due diligence is conducted, and customers can manage their data subject requests in real-time through the in-product Privacy Center. Sprinklr ensures compliance with global data protection laws, including GDPR, CCPA, CPRA, and LGPD. The company holds various security certifications and conducts regular security assessments to maintain high standards of data protection.

Sprinklr Service regularly updates its platform to improve its capabilities and address security vulnerabilities. Major updates are typically released quarterly, while patch releases address specific issues and introduce minor enhancements. Sprinklr manages updates through a structured process that includes planning, development, testing, and deployment, ensuring thorough vetting before release. Customers can access detailed release notes and documentation for each update, which can be accessed through the Sprinklr Help Center and Trust Center. Moreover, customers are notified of upcoming updates and changes to the platform through the Trust Center and direct communications, allowing them to prepare for new features and ensure a smooth transition.

Data Ownership:

• Sprinklr acts as a data processor on behalf of its customers, meaning that the customers retain ownership of their data. All processing by Sprinklr is conducted at the instruction of the customer.

   

• Customers define the data retention timelines and Sprinklr does not retain customer data beyond the contracted expiration time unless required by applicable laws and regulations.

Data Portability:

• Sprinklr supports data portability by allowing customers to access and transfer their data. This includes the ability to download data about an individual from across the Sprinklr platform.

   

• The Data Processing Addendum (DPA) outlines the rights of data subjects, including the right to data portability, which allows individuals to see and transfer their data.

   

• Upon termination or expiry of the Master Services Agreement (MSA), Sprinklr will delete or return personal data to the customer as specified in the MSA or upon the customer's reasonable request.

Scalability

Sprinklr's platform is designed to be scalable, enabling businesses to adjust their usage based on demand. This includes the ability to add or remove users and functionalities as needed.

The platform supports high-availability capabilities and dynamic scaling to address partial system failures while maintaining service uptime.

Terms for Scaling

Customers can scale their operations by adding or removing regions and channels incrementally. This approach allows for a controlled and manageable expansion or reduction of services.

Sprinklr's flexible team size management allows for scaling up or down based on project demands, ensuring that resources are allocated efficiently.

Contractual Adjustments

The terms of scaling are typically defined in the Master Services Agreement (MSA) and can be adjusted through the RFP process with the Sprinklr team. This process will outline the specific terms, licenses, and pricing for scaling up or down.

Customers can select different support packages that define data retention timelines and other service parameters, allowing for customization based on organizational needs.

The Sprinklr service offers recurring subscriptions that automatically renew for the duration selected by the customer at the end of each term, unless the customer cancels the subscription. The term begins on the effective date of first use and continues for the period selected by the customer. Customers are typically notified of the renewal terms and rates before the renewal period begins, with some agreements requiring notification during the tenth month.

Customers can discontinue the use of the Sprinklr Service at any time, but there will be no refund of pre-paid fees applicable to the post-termination period. Sprinklr may terminate the agreement if the customer is in material breach and fails to cure the breach within thirty (30) days of receiving notice. The company reserves the right to terminate the agreement if the customer misuses the service or violates the terms of use, such as infringing on intellectual property rights or using the service for competitive purposes.

In the event of termination due to a breach by Sprinklr, the customer may receive a refund of any pre-paid fees for services rendered after the date of termination. Upon termination or expiration, Sprinklr will delete or return customer data as specified in the Master Services Agreement (MSA) or upon the customer's request.

Sprinklr Service software is certified by several industry standards to ensure data protection and regulatory adherence. Key certifications include SOC 1 Type II and SOC 2 Type II, ISO 27001, PCI-DSS, FedRAMP Authorization, GDPR, CCPA, CPRA, and LGPD. These certifications demonstrate Sprinklr's effective controls over financial reporting and customer data security. ISO 27001 specifies the requirements for establishing, implementing, maintaining, and continually improving an information security management system (ISMS). 

PCI-DSS is essential for handling credit card transactions securely, and FedRAMP Authorization indicates Sprinklr meets federal security requirements for cloud services. Sprinklr also complies with global data protection regulations, such as GDPR, CCPA, CPRA, and LGPD, governing how personal data is processed, stored, and transferred. A third-party Vulnerability Disclosure Program manages security vulnerabilities reported by the security community, ensuring continuous improvement in security measures. The Data Processing Addendum (DPA) outlines Sprinklr's role as a data processor, including technical and organizational measures to protect data from unauthorized access or loss and incorporates data transfer mechanisms to ensure compliance with global data protection laws.