SUCCESS TIERS & PROFESSIONAL SERVICE PROJECTS

Here at PayScale, we are invested in the success of our clients and desire that our clients be able to use our products to effectively implement and execute their compensation strategies. To achieve this, we have structured our support program to offer the following described Success Tiers, make available to our clients a wide variety of Professional Service offerings and have assembled a team of experts to support the foregoing programs and services.

SUCCESS TIERS

We offer three Success Tiers: (1) Core; (2) Catalyze; and (3) Accelerate.

CORE SUCCESS TIER

This is our standard support program that is included with all subscriptions to our cloud offerings. Under the Core Success Tier, your subscription includes guided implementation and onboarding and access to our support team and other training resources that are generally made available to all clients of the PayScale product you use. The resources may include access to web-based product trainings and access to a user community portal or resource center. The Core Success Tier does not include any Professional Service projects (menu of available projects listed below), but you may purchase such projects on an a la carte basis.

Our support team can be reached by email at cs@payscale.com or by phone through the support phone line listed in your PayScale Account dashboard. Our support hours are Monday through Friday (excluding PayScale-recognized holidays), 7am-5pm Pacific Time. We also make available self-help materials that are published and accessible through your PayScale Account.

CATALYZE SUCCESS TIER

The Catalyze Success Tier includes the training resources and support services described under the Core Success Tier above and also includes:

  1. up to 3 Professional Service projects selected by you from our menu of available Professional Service projects;
  2. a dedicated client success manager; and
  3. an Annual Business Review.

ACCELERATE SUCCESS TIER

  1. The Accelerate Success Tier includes the training resources and support services described under the Core Success Tier above and also includes:
  2. up to 9 Professional Service projects selected by you from our menu of available Professional Service projects;a dedicated client success manager;
  3. an Annual Business Review (described under the Catalyze Success Tier);
  4. a Monthly Alignment Meeting (this is a general check-in with us to discuss your current progress with utilizing our product and may include a discussion about your questions or information from us about compensation best practices, but the topic is flexible and based on the specific needs of your organization); and
  5. During your Subscription Term, one pass to our conference called Compference during a year we hold a conference.

Your Order Form with PayScale will describe which Success Tier is subscribed to by your organization. The descriptions of the Catalyze and Accelerate Success Tiers above applies only if you have purchased a 3-year Subscription Term (at a minimum).

As our products and practices evolve over time, we may modify this page or change the below Professional Service project descriptions. Note that if we are in the process of working on a project with you when the change occurs, such change will not impact that in-process project. In addition, certain Professional Service projects are subject to limitations on time that will be discussed with you when the project is scoped. You must use the Professional Service projects included with your Success Tier during the applicable Subscription Term because such projects do not carry over or apply to any Renewal Subscription Terms. This page was last updated on June 28, 2019.

PROFESSIONAL SERVICE PROJECTS

If your subscription’s Success Tier includes Professional Service projects or you have purchased Professional Service projects on an a la carte basis, below you’ll find descriptions of the various Professional Service projects we have available. The descriptions include each party’s respective responsibilities, project assumptions, and other associated terms. If a party doesn’t perform any of its respective responsibilities or if a project assumption is not met, estimated project completion periods may be delayed and additional fees may apply. Also, some Professional Service projects are only available for certain PayScale products (as noted) and delivery of the Professional Service project is subject to the terms of the service agreement between your organization and PayScale.

MENU OF PROFESSIONAL SERVICE PROJECTS

Benchmarking

(available for Benchmark, Insight, and Insight Lab only)

Service Description:
PayScale will utilize technology to assist in the matching of Customer’s job titles that are loaded into the Benchmark, Insight, or Insight Lab products (as applicable to you). The PayScale benchmarking team reviews and confirms all matches. For Insight Lab, technology-assisted matching is completed for PayScale Data, then a benchmarking resource will manually select the best market matches from Customers’ purchased Third Party Survey Data (if applicable). Once benchmarking is complete, Customers may work with PayScale to ensure their matches align with your organization’s goals and strategy.

PayScale Responsibilities:

  • Your jobs are matched with the jobs included with your purchased PayScale Data and loaded Third-Party Survey Data (as applicable) using industry best practices for benchmarking.
  • As requested, we will conduct a match review call to answer questions regarding the process and outcome.

Your Responsibilities:

  • Purchase and provide/load the PayScale Data and Third-Party Survey Data to be used in the project.
  • Provide guidance as requested on jobs to be benchmarked, which can include job descriptions and organization chart.
  • Final review and acceptance of the work product.
  • Full accountability for all resulting organizational decisions and policies.

Project Assumptions:

  • You have the right to use and provide us access to all underlying Third-Party Survey Data provided for the project.
  • Deliverable is provided as informational and should be used for internal purposes only.
  • Up to 4 matches will be made to each job.

Project Scope:
PayScale will confirm the agreed upon jobs to be benchmarked via email and will provide an estimated completion timeframe. If additional jobs need to be benchmarked after the initial project is completed, such work will be considered a new project and a separate project will need to be initiated. If Standard Benchmarking is purchased on an a la carte basis and not included as a part of the Catalyze or Accelerate Success Tier, the fee charged will be based on the number of jobs benchmarked.

MarketPay Market Pricing

(available MarketPay only)

Service Description:
PayScale will collaborate with you to create a strategy on which to execute the best market matches from client’s PayScale and purchased Third-Party Survey Data (if applicable). This will include proper survey matching based on provided job descriptions, consistent level matching across surveys per job, market data increases by level, adjustments applied when specific level not available for survey match, abnormal data noted in match comments, and weighting is consistently applied when blending matches from single survey sources. Once market pricing is complete, our team will review the matches with client to provide a project recap.

PayScale Responsibilities:

  • We will facilitate benchmarking methodology review that guides matching using your preferences and includes survey library review and purchase recommendations.
  • Match with your purchased and loaded Third Party Survey Data and purchased PayScale Data to jobs using industry best practices for benchmarking. Up to three survey data sources will be used per job match.
  • Deliver post-benchmarking review session that includes overview of relevant standard reporting available in your PayScale Account.
  • Complete one iteration of match revisions after your review.

Your Responsibilities:

  • Purchase and provide the Third Party Survey Data and PayScale Data to be used in the project.
  • Provide guidance on jobs to be benchmarked, including job descriptions for all jobs included in the project (we can load the job descriptions if you provide the job descriptions in an Excel-formatted template) and organization chart.
  • Provide leveling comparison for surveys being utilized in project. If not provided, PayScale will determine level comparison across surveys.
  • Final review and acceptance of the work product.
  • Full accountability for all resulting organizational decisions and policies.

Project Assumptions:

  • You have the right to use and provide us access to all underlying Third-Party Survey Data provided for the project.
  • You are required to opt-in to participating in our Company Sourced Data.
  • This project is only available for non-Executive jobs in the United States or Canada. Executive jobs are defined as: (1) any corporate position that reports to the board of directors, and/or (2) Vice President classification or above, and/or (3) Required to be priced individually using regression data, power models, or revenue buckets.
  • Deliverable is provided as informational and should be used for your internal purposes only.
  • Does not include recommendations on compensation strategy decisions made after benchmarking is complete.

Project Scope:
During the initial methodology review call, Customer will confirm the scope of jobs to be initially benchmarked. PayScale will confirm the agreed upon jobs to be benchmarked via email and will provide an estimated completion timeframe. If additional jobs need to be benchmarked after the initial project is completed, such work will be considered a new project and a separate project will need to be initiated. If market pricing is purchased on an a la carte basis and not included as a part of the Catalyze or Accelerate Success Tier, the fee charged will be based on the number of jobs benchmarked. If a Customer is utilizing a Professional Service project from its Catalyze or Accelerate subscription, the limit on the number of jobs that can be benchmarked for the project is up to 50% of such Customer’s then-current total number of existing jobs.

Strategy & Market Analysis

(available for Insight and Insight Lab only)

Service Description:
PayScale will develop a compensation strategy that supports your organization’s objectives by analyzing various market factors that impact pay for your organization’s jobs.

PayScale Responsibilities:

  • Facilitate strategy and launch discussion and market strategy discussion.
  • Conduct up to two market differential analyses to support the project.
  • Provide summary report that shows market outliers.
  • Recommend specific cuts or versions of PayScale Data or other compensation survey data sources that are relevant to your job pricing needs.

Your Responsibilities:

  • Participate in planning and review discussions.
  • Ensure all necessary stakeholders are represented in planning and strategy review discussions.
  • Ensure all employee information your PayScale Account is up to date and accurate before project launch.

Project Assumptions:

  • At least 80% of your organization’s jobs are benchmarked in your PayScale Account.
  • Employees and Jobs are loaded in your PayScale Account.

Structure & Range Creation or Review

(available for Insight, Insight Lab, and MarketPay only)

Service Description:
PayScale will create or review Base Pay salary structures based on your organization’s strategy and goals. Training and relevant reports are delivered as part of this project.

PayScale Responsibilities:

  • Facilitate discussion with you to understand goals for this project including overall compensation strategy, jobs included in the project, and the number of Base Pay structures to be created.
  • Review current data to determine readiness and identify gaps.
  • Create pay structure as outlined in initial discussion.
  • Deliver applicable reports.
  • Complete up to two iterations of revisions based on your feedback.
  • Review how to use new or reviewed structure(s) and what to consider with new analytics.

Your Responsibilities:

  • Provide guidance on jobs to be included in Base Pay structure(s) and overall goals for this project.
  • Ensure data in your PayScale account is useable for structure creation/review purposes.
  • Final review and acceptance of the work product provided by PayScale.
  • Full accountability for all resulting organizational decisions and policies.

Project Assumptions:

  • Benchmarking or market pricing is complete before structure creation/review.
  • Only available for non-Executive jobs in the United States and/or Canada. Executive jobs are defined as: (1) any corporate position that reports to the board of directors, and/or (2) Vice President classification or above, and/or (3) Required to be priced individually using regression data and power models.

Project Scope:
During the initial kick off call, you and PayScale will confirm the scope of structures to be built or reviewed and jobs to be included initially. PayScale will confirm the agreed upon structures to be built and jobs to be included via email and will provide an estimated completion timeframe. If additional structures need to be completed or jobs added after the initial project, such work will be considered a separate project that will need to be initiated.

Manager Training

(available for Insight, Insight Lab, and MarketPay only)

Service Description:
PayScale partners with you to co-develop and deliver training on your organization’s pay practices, structures and/or strategy for its intended audience. This can include, but is not limited, to people managers. Standard content includes Compensation 101, company strategy, compensation practices, and communicating compensation with your employees.

PayScale Responsibilities:

  • Facilitate a strategy session to determine content and audience of training
  • Facilitate manager training prep session(s) and conduct manager training.
  • Facilitate project summary discussion.

Your Responsibilities:

  • Ensure all necessary stakeholders are involved throughout this project.
  • Facilitate meeting logistics for trainings.
  • Provide organization-specific content that needs to be included in training at least five business days prior to scheduled training.

Project Assumptions:

  • Timing of Manager Training is dependent on resource availability.
  • Your organization already has an existing compensation strategy in place.
  • Number of strategy sessions and calls will be dependent on size of organization.
  • All training is performed virtually. On-site training can be scoped for an additional fee.

Stakeholder Alignment

(available for Insight, Insight Lab, and MarketPay only)

Service Description:
PayScale will partner with and conduct interviews with your key internal stakeholders to identify barriers, goals, and sentiment across the organization. The outcome of the interviews will be a results presentation and recommendations based on our findings.

PayScale Responsibilities:

  • Facilitate kickoff call to outline questions that will be asked of stakeholder participants in discussion and survey formats.
  • Create stakeholder questionnaire and facilitate call to confirm questions and discuss logistics.
  • Conduct 30-minute stakeholder discussions/interviews.
  • If necessary, design and conduct online survey for larger group of stakeholders.
  • Facilitate review of Executive Summary from discussions and online survey (if applicable) and facilitate one 60-minute results presentation of interview findings.

Your Responsibilities:
Ensure that all stakeholders are included in project and aligned with project goals.

Match Import Support

(available for MarketPay only)

Service Description:
PayScale will assist with the import of a new client’s existing matches by creating a template of loadable matches (from files provided by client) for the initial population of existing benchmarks within the MarketPay tool.

PayScale Responsibilities:

  • Consolidate, format, and import your survey matches into MarketPay using the MarketPay match loading template.
  • Align survey source and data cut naming conventions to MarketPay standards.
  • Review invalid matches with you and complete one revised match load.

Your Responsibilities:

  • Provide all existing survey matches in Excel format (we will import what is sent by you and will not review survey matches as part of this project).
  • Provide elections on any data mapping decisions where PayScale determines additional clarification is required.
  • Review invalid matches and inform PayScale on correction(s).

Project Assumptions:

  • Consolidation of up to 10 Excel Files and 1 million total rows of matches.
  • Excel files must be:
    • Flat files – one row per match
    • All rows aligned to a single header row
    • Single tab
    • If multi-tab each tab counts as 1 of 10 allotted Excel files
    • In English
  • Company Job Code/ Job Code Key designation in submitted files must align to representation of same elements in MarketPay.
  • If electing to submit matches via vendor participation submissions, you must specify a single target data cut for each survey. For multi-country surveys one target data cut per country is allowed.
  • All matches being submitted for load assistance must be submitted prior to work commencing.
  • All survey data referenced must be active prior to work commencing.
  • After we complete the match upload, you can send one additional file allowing for adjustments to any rejected matches as represented in the match load exception report.

Time to Deliver:
The project will be completed in about 10 days from the date PayScale receives the complete list of survey matches to import. After match consolidation is complete, matches will then enter the general loading queue to import into MarketPay. Note: Estimated delivery time excludes time spent by you for review activity.

Extended Data Loading

(available for Insight Lab & MarketPay only)

Service Description:
PayScale will provide extended survey data loading support that may include, but is not limited to, loading survey or HRIS (UDF) user defined fields, expedited 3-day survey loading, Third-Party Survey Data PDF conversions, and currency conversions. As part of this service, you can utilize extended survey data loading during the calendar year it is selected. 

PayScale Responsibilities:

  • Work with you to understand data loading needs.
  • Document data loading needs and communicate timelines around delivery.
  • Load requested data into your PayScale Account.

Your Responsibilities:

  • If requesting a PDF conversion or any loading of custom survey data, provide validation of purchase of the Third-Party Survey Data.
  • Provide PayScale with all of the required information needed to load data requested prior to delivery of data.

Project Assumptions:

  • Examples of extended data loading services may include, but are not limited to:
    • Survey: User defined fields (UDFs);
    • Survey: Expedited 3-day survey loading
    • Survey: Third-Party Survey Data PDF conversions (where Excel format is unavailable)
    • Survey: Special data mapping
    • Survey: Currency conversion
    • Survey: Remapping of surveys already completed
    • Survey: Additional data loads (first load included)
    • HRIS: Expedited loading**
    • HRIS: Match loading after implementation
    • HRIS: Job or structure remapping
    • HRIS: Job or structure refresh (purging old/unused data from these tables)
    • Other special data requests, as communicated by clients, where feasible

Project Scope:
If this project is selected as a part of your Catalyze or Accelerate Success Tier, the extended data loading services described in this project are conducted for one calendar year.

**Note: For expedited HRIS loading this includes 1-day for structures, jobs, and employees. PayScale must receive the file by 8:30am PT on a PayScale business day for same day load, otherwise delivery will be next business day. 3-day turnaround for match loading.

Historical Survey Loading

(available for MarketPay only)

Service Description:
PayScale will load up to 3 years of your historical Third Party survey data and market composites for all surveys loaded into your organization’s PayScale Account.

PayScale Responsibilities:

  • Load historical survey data into your organization’s PayScale Account.

Your Responsibilities:

  • Provide PayScale validation of purchase of all Third-Party Survey Data you would like historical data for.

Project Assumptions:

  • PayScale and Customer will work to confirm the number of surveys that require historical data loading.

Custom Visualizations & Reporting

(available for Insight Lab & MarketPay only)

Service Description:
PayScale will create custom visualizations (as envisioned by you) using the Cloud Offering’s Advanced Reporting features. We will also consult on design best-practices to reach your end-goal and maximize reporting capabilities. For the reporting aspect of this project, PayScale will work with you to scope your reporting needs, then create custom visualization(s) and reporting. PayScale will utilize the data housed in your organization’s PayScale Account to create visually appealing, strategic, and actionable insights.

PayScale Responsibilities:

  • Facilitate information gathering session to understand your organization’s reporting goals
  • Provide a written outline of work and a mockup of visualizations, if applicable.
  • Create reports or visualizations as outlined and agreed upon in scoping document.

Your Responsibilities:

  • Provide timely feedback to questions
  • Ensure necessary data needed to create visualizations and reporting are provided to PayScale or are loaded into your organization’s PayScale Account.

Project Assumptions:

  • PayScale will outline and scope requests individually and communicate estimated hours before the work is completed.
  • If scope changes are made by your organization after the initial scope agreement, PayScale will provide an estimate of hours to complete the newly requested work.

Pay Equity Reporting

(available for MarketPay only)

Service Description:  
PayScale will provide you with a detailed report, comprised of four dashboards (described below), a Site report located within the Report Writer module of your MarketPay Account that shows pay differences between genders in your organization across multiple dimensions. PayScale will also provide a multivariate regression model of pay equity within your organization utilizing MarketPay’s Advanced Reporting functionality.

PayScale Responsibilities:
PayScale will create a single report, comprised of four dashboards, that provides a visual and analytical view into gender equity within your organization. The report and dashboards are connected live to the underlying human resource information system (HRIS) data and will update when new employee information is loaded. The four dashboards include:

  • Company Overview:  This dashboard details the gender pay gap in base pay, bonus pay, and total cash compensation for your entire organization. It further details the gender breakdown of the company as well as a gender breakdown of earnings quartiles.
  • Job Group Overview:  This dashboard provides the ability to drill down to specific departments and/or grades allowing the User to observe differences in pay measures, tenure, experience, promotional velocity, and other relevant metrics. In addition, a User can drill into your employees with low range penetration, a measure that such User can define.
  • Low Range Penetration Overview:  This dashboard provides a breakdown of employees by gender and race/ethnicity relative to being low in their range vs. not being low in their range. Any filter placed on the Job Group Overview will apply automatically to this report and vice versa.
  • Employee Table:  A dashboard with relevant employee information that adjusts according to the filters applied to reports 2 and/or 3. This allows a User to see the specific employees informing the relevant statistics.
  • For the multivariate regression model, we will use MarketPay’s Advanced Reporting functionality that incorporates Tableau features, to work with you to identify, codify, and quantify key compensable elements to include in a multiple regression model of pay equity in your organization. PayScale will develop a multiple regression dashboard that compares the predicted value of base pay or total cash based on the identified compensable factors, to the actual base pay or total cash. Additional individual single regressions for key variables will be provided as well for analysis. Detailed statistical output is provided for each data point, and the dashboards are built with flexible filtering options available. During a single training session (described below), PayScale will also provide web-based training to your selected Users on interpreting and evaluating the results of the statistical analysis.

    Your Responsibilities:

    • Participate in a one-hour kick-off call with PayScale to discuss the project, demo typical project, and identify key participants.
    • Load into your MarketPay Account all necessary gender-based data for this project.
    • Participate in set-up call(s) with PayScale, which will generally include a:
      • Discussion of compensation philosophy, the key factors you believe are impacting pay equity within your organization, the factors that are prevalent in most pay equity studies, and identification of any problem areas within your organization;
      • Discussion of the data stored in your MarketPay Account, how it is loaded, whether it has in fact been loaded, variable coding, and other historical areas/data of concern; and
      • Discussion of how to get variables into proper form for the analysis.
    • Participate in training on the report, which includes information about how to use, read, and interpret the information contained in the report.
    • You spend time working with the model and participate in follow-up discussions with us regarding your findings, if needed.

    Project Assumptions:
    You have loaded into your MarketPay Account all of the necessary gender-based data for this project’s deliverable as outlined in the initial kick-off meeting.

    Boring, but Necessary Legal Disclaimer:
    This project may have legal implications, so we have to include this disclaimer. You understand that this project and any resulting statistics, visualizations, analysis, or other reports generated from this project (collectively, “Reports“) are created using the data and information loaded or otherwise provided by you to PayScale and that we do not audit or otherwise verify whether such data or information is accurate or complete. Accordingly, payScale make no warranties of any kind as to the accuracy of: (a) this project and any resulting Reports; or (b) the assumptions contained in or entered in this project or any Reports. PayScale does not assume any responsibility for the consequences of any errors or omissions in this project or Reports. You assume the entire liability and responsibility for this project and all Reports and all of the assumptions entered or provided by you or your Users into any parts of this project or Reports, and for any representations or conclusions drawn from this project, Reports, or their assumptions. You also acknowledge that PayScale provides this project and the Reports to enable you to make independent decisions regarding compensation, salaries, and benefits. You acknowledge that this project and all Reports are for general and internal informational use only. You further acknowledge and agree that this project and the Report do not constitute any form of professional advice (legal or otherwise) and that we are not providing you legal advice by performing this project, including, but not limited to, any legal opinions or other advice specific to the facts and circumstances of your organization or business. We do not warrant or guarantee the outcome resulting from your use of this project or any Reports in any specific situation or for any specific application. You are encouraged to conduct independent due diligence and seek the assistance of a qualified legal professional.

    Time to Deliver:
    The report described under our responsibilities above will be completed approximately 5 business days after the date all of the following have occurred: (a) all necessary set-up call(s) between you and PayScale are completed; and (b) the project assumptions described above are completed and the parties have confirmed that all necessary data is loaded in your MarketPay Account and available and accessible by PayScale. This project will be deemed completed when the above-described report and dashboards are completed.

    The regression model, loaded as a Site report within the Report Writer module of your MarketPay Account described above, will be completed approximately 2 weeks after the date all of the following have occurred: (a) the set-up required for performance of this project is completed, including, but not limited to, all of the necessary set-up and initiation calls described above; and (b) the project assumptions described above are completed and the parties have confirmed that all necessary data is loaded in your MarketPay Account and available and accessible by PayScale. This project will be deemed completed when the above-described report is available within your MarketPay Account.

    Customized Virtual Training

    (available for MarketPay only)

    Service Description:
    PayScale will conduct custom training based on your organization’s needs in a virtual setting.

    PayScale Responsibilities:

    • Facilitate information gathering call to understand your organization’s training needs.
    • Develop training agenda and supporting material as appropriate.
    • Conduct virtual training sessions.
    • Provide follow up training materials as appropriate.

    Your Responsibilities:

    • Provide information on your organization’s training needs.
    • Ensure technology is in place to support virtual learning format (internet browser compatible with Zoom meeting application).

    Project Assumptions:

    • Training sessions will be conducted in up to two-hour blocks to maximize attendee participation.
    • Content of training sessions will be based on information gathered in initial planning call. If additional training topics are requested, PayScale will conduct a subsequent information gathering call to outline scope of additional request.
    • You assume all costs of technology necessary for virtual training.

    Time to Deliver:
    PayScale will conduct virtual training based on your availability and can conduct the first training session within 10 business days from the date of your original request.

    On-Site Visit

    (available for Insight, Insight Lab, and MarketPay only)

    Service Description:
    This project includes a single on-site visit with your team and the relevant PayScale team. This visit can be utilized for account review, product training, best-practice training, and other topics you request.

    PayScale Responsibilities:

    • Facilitate information gathering call to understand your organization’s needs.
    • Develop meeting agenda and supporting material as appropriate.
    • Conduct on-site visit at a mutually agreed upon location. Permitted locations are subject to geographic restrictions, which will be discussed at the time of scheduling with you.

    Your Responsibilities:

    • Provide information for on-site visit needs and expectations in planning discussion. Delays in providing information will subsequently delay project delivery.
    • Provide physical space and any necessary equipment for meeting, including internet connection, projector, and phone as appropriate.

    Project Assumptions:

    • Training will take place during a single business day and PayScale will be on-site for up to 6 hours.
    • Up to 20 client attendees may attend the training. Additional attendees will require an additional PayScale resources that will be scoped accordingly.
    • On-site visits will include content to meet the agenda agreed upon with you in advance. If additional topics are requested while we’re on-site, we will try our best to accommodate your request, but we may have to schedule additional time or a separate visit.
    • If additional travel expenses are incurred, such travel expenses will be discussed with you at the time of scheduling and will be approved by you in advance.

    Time to Deliver:
    PayScale will participate in the on-site visit based on your availability and can typically conduct the visit within 15 business days from the date of your original request.

     

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