State_of_WI_-_eSkillz_-_Cornerstone_LMS_Implementation_Proposal_12.12.19_-_eSkillz_Signed.pdf

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Proposed To:

Wisconsin Department of Administrative Services

Proposal Date:

December 11, 2019

Cornerstone Implementation eSkillz Proposal

SECONDARY CONTACT

MAYA BIGGS

Director, Professional Services

Phone: 443-854-4516 mbiggs@eskillz.com

PRIMARY CONTACT

DON COLE

Chief Executive Officer

Phone: 949-400-7836 dcole@eskillz.com

ESKILLZ CORPORATION

1155 F Street NW, Suite 1050

Washington, D.C. 20004

800-434-6418 www.eskillz.com

DocuSign Envelope ID: E2F2FE40-6933-4E8C-8FE0-A7FF11AF783F

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Cornerstone Implementation

Table of Contents

Cornerstone Implementation

Executive Overview

Offeror Capabilities eSkillz Overview

Implementation Methodology

Project Management

Implementation Project Phases

Timeline

Service Team

Scope of Work

CSOD Core Technical Projects Deliverables & Key Assumptions

CSOD Learning Implementation Deliverables & Key Assumptions

Deliverables Acceptance Criteria

Optional Services

End User Live Support Services (LSS) – Help Desk

Post Go-live Administration & Consulting Support eSkillz Pricing eSkillz Pricing – Requested Services eSkillz Pricing – Optional Services

Implementation Services Billing Terms and Assumptions

Signatures

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Executive Overview

On behalf of eSkillz and Cornerstone we are excited for the opportunity to respond to the State of Wisconsin’s request for a comprehensive learning management solution. Based on the specifications and requirements identified, we believe eSkillz is the right partner and Cornerstone is right solution to meet and exceed the needs of the for State of

Wisconsin.

eSkillz is a leading implementation partner of Cornerstone OnDemand and the CSOD HCM platform modules. Founded as a woman owned company in 2007, eSkillz has been implementing and supporting learning management systems and

HCM systems since our inception. Starting with just a handful of systems administrators with a focus on delivering superior training solutions at an affordable price, eSkillz has grown to more than 70 full-time employees across three distinct divisions all devoted to superior customer service.

Cornerstone (CSOD) is a leading global provider of a comprehensive learning and talent management solution delivered as software-as-a-service. CSOD enables organizations to meet the challenges they face in empowering their people and maximizing the productivity of their human capital. We deliver the Cornerstone solution to our clients who access it over the Internet using a standard web browser. Cornerstone built the CSOD solution using a single code base and a multi-tenant, multi-user architecture that we host in our data centers. It primarily consists of three platforms for Learning, Performance, and Recruiting (applicant tracking and onboarding) Suites. These platforms can be purchased individually, and additional platforms can be added easily. Additionally, the CSOD solution includes comprehensive real-time analytics and reporting across all products suites and solutions. State of Wisconsin will have access to standard reports, a custom reporting tool, and configurable dashboards to gain a precise view of the data needed.

eSkillz and Cornerstone will be your trusted partners with the experience and expertise in state, local, and federal government organizations needed to help a large, complex organizations like State of Wisconsin modernize, transform, and enable analysis and reporting required for its staff’s Talent Development processes. Hundreds of educational institutions, corporations, state and local municipalities and federal government agencies have selected Cornerstone because we offer a solution that is both robust and configurable enough to handle the unique complexities of a large system like yours.

In closing, thank you for inviting eSkillz and Cornerstone to participate in your evaluation process. We firmly believe that eSkillz and Cornerstone represent the best fit to meet your needs. We intend to provide a robust and proven solution implemented successfully (using our proven methodology) and keeping in mind your core mission and vision. The result will be a strategic platform for the future success and support of your overall mission.

Offeror Capabilities eSkillz Overview eSkillz is a leading implementation partner of Cornerstone OnDemand (CSOD) and the CSOD HCM platform modules.

Founded as a woman owned company in 2007 and incorporated in 2009, eSkillz has been implementing and supporting learning management systems and HCM systems since our inception. Starting with just a handful of systems administrators with a focus on delivering superior training solutions at an affordable price, eSkillz has grown to more than 70 full-time employees across three distinct divisions all devoted to superior customer service.

As a long-term partner of Cornerstone, eSkillz has built a reputation as a customer-centric organization with unparalleled experience and depth in delivering integrated, enterprise-wide, HCM solutions. eSkillz three core competencies offer custom support solutions around application end-user live support, LMS/HCM implementation and professional services, and webinar event management. Our solution suite includes:

© 2019 eSkillz Corp. All rights reserved. Information contained in this document is confidential. Page 4 eSkillz Live Support Services

End-user Live Support is 24x7x365 real-time access to trained platform support specialists to assist and resolve end-user questions and problems that affect and/or stall their training and utilization efforts. eSkillz believes the user experience and their overall success directly affects platform adoption, program success and training data retention. Live Support is made accessible directly from the CSOD login and homepage via a custom chat support classroom that comes complete with supplemental email and toll-free phone support routes. Our chat is proprietary engine complete with integrated ticketing system and sophisticated reporting to capture support and utilization trends.

eSkillz Professional Services

Professional Services division provides access to a team of seasoned HCM implementation consultants, system administrators, and project managers who implement, develop and/or optimize our customers’ HCM modules including learning, onboarding, performance, connect and recruiting modules. eSkillz has built an expert crew of senior Subject

Matter Experts who have a breadth of proven expertise in all areas of CSOD back-end configuration and system functionality. Our teams of expert implementation administrators operate as if they were our customers’ in-house administrators and developers helping achieve their business goals and maximize their training investment.

eSkillz Media and Production Services eSkillz has the seasoned expertise to manage end-to-end execution of virtual webinars utilizing your existing Web-

Conferencing platform (including Adobe Connect, WebEx, GoToMeeting, WebTeach, Zoom, Google Meet, etc.). We work strategically to organize registration, implementation and launch, attendee connection & issue troubleshooting and completion process of your organizations’ virtual event objectives. In addition, we have the capability to provide day of event ‘Producers’ that act as webinar moderators and organizers to keep your faculty focused on the meeting content delivery.

Our Success eSkillz commitment to our customers is proven in our long-standing customer base and industry high customer satisfaction and retention rates. Since our inception in 2007, eSkillz has an impeccable customer service record. While most companies have a handful of clients they can use as a reference, eSkillz has the capability to reach out to any one of our customers to showcase the level of quality work we perform and our proven successful deployments. Due to our large corporate and federal footprint, which includes work with Department of Commerce, US Census Bureau, International Trade Administration, US Department of Labor, Securities and Exchange Commission, General Services

Administration, Purdue Pharma, City National Bank and CDW to name a few, eSkillz has had a breadth of experience across industries and platforms we’re tasked with supporting.

As one of the most experienced vendors with a staff of more than 70 Senior consultants, system administrators, support specialists, trainers & event producers, eSkillz expertise in the LMS, HCM and Web-conferencing arenas is unparalleled.

We have proven successes with our customers in implementing and optimizing the CSOD LMS/HCM platform modules to meet each of our customer’s extremely unique needs and business objectives.

Implementation Methodology At eSkillz we approach each implementation in a systematic and structured manner to ensure the CSOD system complements your existing workflow and training processes in the most efficient manner possible. The eSkillz implementation methodology consists of phases that span the project life cycle: Requirements Analysis, Design &

Execution, User Acceptance, and Launch.

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Project Management Project Workbook

After project kick-off, the Project Manager will create and maintain a Project Workbook. The Project Workbook contains the following tabs and related information:

• Project Summary – project Key Performance Indicators, key functional and technical milestones, open risks.

• Action Items Log – questions, tasks, and decisions documented throughout the implementation.

• Risk Register – list of any risks to the success of the project with assigned owners and mitigation steps.

• Stakeholder Register – key project stakeholders’ contact information and their role on the implementation.

The Project Manager will review and update all of the components of the Project Workbook with the core project team during weekly status meetings. He/she will then email the most up-to-date Project Workbook and Project Schedule to all key stakeholders to keep them apprised of the health of the project.

Project Schedule

Once eSkillz understands State of Wisconsin’s requirements and maps out a plan of action, eSkillz Project Manager will create a detailed Project Schedule to capture key project tasks and milestones along with associated owners, dates and durations. The Project Schedule will be used as a reporting tool to communicate the status and health of the project on weekly basis. Updated weekly and maintained throughout the life of the project, the Project Schedule will serve as the primary point of reference for the progress accomplished on the project. It will be updated and shared with all key stakeholders after each status meeting to reflect the most up-to-date deliverables and associated completion percentages.

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Implementation Project Phases Requirements Analysis Phase eSkillz will work closely with State of Wisconsin to conduct onsite discovery sessions and gather all requirements for your functional and technical needs. Our team of experts collaborates with your team to define a solution that addresses State of Wisconsin's requirements and takes into consideration your design, deployment, and user experience needs. eSkillz and State of Wisconsin confirm functional scope of the project as it relates to State of Wisconsin's requirements and business needs.

Design & Execution Phase eSkillz will conduct dedicated configuration workshops to discuss all aspects of system functionality, State of Wisconsin’s business processes and requirements, and how those tie together to translate into system configurations. Configuration decisions are then documented in the Design and Configuration workbook. eSkillz will also manage any technical projects required for your implementation, which may include data loads, Single Sign On (SSO), and integrations with external systems.

During the Execution phase the system is configured per configuration decisions in the Design and Configuration workbook and technical projects are executed per given specifications. The State of Wisconsin will conduct system reviews and provide feedback for any required changes, which the eSkillz team will address. State of Wisconsin will perform final reviews and provide approval prior to User Acceptance Testing (UAT).

User Acceptance Phase

While eSkillz trains your project team throughout the Design & Execution phase as part of the configuration workshops, we will provide dedicated System Administrator training for your key system administrators to ensure they understand system functionality and are able to perform their job functions. During this phase, State of Wisconsin will execute test cases and collect feedback from UAT participants to share with the eSkillz project team for support. The eSkillz project team will support your UAT process by addressing any questions or remediating issues that the State of Wisconsin's UAT lead communicates to them.

Deployment & Launch Phase

During the Deployment/Launch phase State of Wisconsin executes their communication and change management plan, trains end users, provides go-no-go decision, and partners with the eSkillz team on defining and executing the system go-live checklist. eSkillz will support State of Wisconsin's system go-live, transition to product vendors client success manager, as well as provide post go-live support for any immediate or urgent issues that arise following the system launch.

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Timeline The complexity of each implementation and related requirements along with historical data migration needs will determine the exact timeline of the project, which will be captured in the Project Schedule.

Service Team eSkillz will provide State of Wisconsin with a complete project team that will lead all aspects of the

CSOD implementation. Our taskforce methodology ensures you have expertise across project management, technical and functional configurations, system usability, and user interface design. This team will become intimate and familiar with State of Wisconsin's requirements and processes to ensure that our implementation methodology and system configurations align to your specific needs. Below is a summary of key project team members that eSkillz will staff with extensive best practices and lessons learned experience gained from multiple prior implementations and work in the industry. Specific personnel assignments will be made depending on the timing of contract award.

eSkillz Project Team Roles & Responsibilities

Roles Responsibilities

Executive Sponsor(s) • Project sponsorship and executive contacts

• Measures overall success

Program Director

• Responsible for performance & efficiency

• Provides management oversight & ensures appropriate resources are available to implement successfully

Project Manager • Primary POC for eSkillz team

• Responsible for overall project health and implementation activities

• Manages requests, communication, and timeline

Implementation Consultant • Project implementation lead

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• Leads functional discussions

• Executes system configurations

• Conducts ongoing quality control checks

Integration/Technical Lead • Project technical lead & POC for all technical tasks

• Facilitates all technical project discussions

• Responsible for technical direction and eSkillz task completion

Client Project Team Roles & Responsibilities

Roles Responsibilities

Executive Sponsor(s) • Provides executive project sponsorship and oversight

• Measures overall performance and success of the project

Project Manager • Facilitates all client functional/business project discussions

• Manages issues reporting to eSkillz team

• Manages client team deliverables and team members

• Primary contact for eSkillz Project Manager

Business/Functional Lead(s)

System Administrator(s)

• Key stakeholders driving implementation decisions and deliverables

• Complete CSOD module training

• Provide input to system configuration decisions and workflows

• Participate in User Acceptance Testing

• Ensure PROD portal is configured per specifications

• Post go-live system owners / administrators

Technical Lead/Manager • Facilitates all technical project discussions

• Responsible for technical direction and task completion

• Ensures client resource alignment with all technical projects

• Attends all technical meetings and reviews/provides input to technical specifications

• Primary contact for eSkillz Integration Consultant

Technologist(s) • Extracts, complies, and formats external data in a required format to load into CSOD

(Inbound Data Feeds, Master & Historical Data Loads)

• Maps and processes any data pulled from CSOD to be loaded into client's external systems.

• Liaison to external system's technical team or SME/owner for client's system that will integrate with CSOD LMS (HRIS, vILT, CRM, etc.)

Optional: Change

Management Lead

• Prepares training materials and executes training sessions for end users with eSkillz collaborative input.

• Conducts marketing campaign and executes communication/rollout plan.

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Scope of Work The Tables below outline specific milestones, detailed deliverables, and key assumptions for this contract associated with the implementation of a single unified Cornerstone Learning Management System (LMS) for the State of Wisconsin.

These deliverables and pricing assume migration from a single Oracle ELM instance for the Department of

Administration (DOA) and all other departments using ELM and separate Cornerstone instances for Department of

Corrections (DOC), Department of Transportation (DOT), Department of Children and Families (DCF), Department of

Workforce Development (DWD), and Department of Employee Trust Funds (ETF).

CSOD Core Technical Projects Deliverables & Key Assumptions

Milestone Task Name Deliverables Key Assumptions

Organizational Units

(OUs) & User Data

Review for all users in

PeopleSoft HRIS

• Templates to populate for standard

OUs and User records in CSOD.

• Review of existing data feeds for each department.

• Consult on data remapping/manipulation.

• Review & provide feedback of templates populated by the client.

• eSkillz will review the client’s organizational structure and necessary data attributes to enter data into the system for up to 5 standard OUs and 1

User data source.

• The client will compile the OU and User data in templates provided by eSkillz.

Automation of

Organizational Units

(OUs) & User Data Load via Inbound Data Feed

(IDF) for all users in

PeopleSoft HRIS

• IDF templates for standard OUs and

User records.

• Configuration of automated IDF for up to 5 standard OU data files and 1 User data file.

• The client will have up to 5 OU files and

1 User data file to automate for import into CSOD via Inbound Data Feed.

• Assumes a single source system for all user data.

• The client will be responsible to provide data files in a format required by the

CSOD data import process and place them on the CSOD portal SFTP site.

Single Sign On (SSO) • Virtual requirements review session.

• CSOD standard SSO configurations to enable a single SSO connection in the

Production portal.

• The client IT team is responsible for making updates or configurations to the client’s SSO server(s).

• The client’s SSO protocol and infrastructure must be one of the methods supported by CSOD: AES

Encrypted SSO or SAML 1.1 and SAML

2.0 SSO.

CSOD Learning Implementation Deliverables & Key Assumptions

Milestone Task Name Deliverables Key Assumptions

Project Planning &

Management

• Onsite kickoff meeting

• Weekly status meetings

• Meeting minutes/status reports

• Project schedule

• Action item log

• Risk register

• Project communications plan

• Status meetings will be conducted remotely via teleconference unless otherwise agreed upon by the client and eSkillz Project Manager.

• The client will assign a project team to support this implementation, including a Project Manager/Lead, © 2019 eSkillz Corp. All rights reserved. Information contained in this document is confidential. Page 10

Business/Functional Lead, and

Technical Lead. Project team members will attend required meetings, complete online CSOD system training, and provide input into key project deliverables in accordance with

Deliverable Acceptance Criteria outlined in this SOW.

• Project Management support is scoped based on project duration agreed upon at the start of the project.

Initiation Phase

Portal Set-up & Demo • Provisioned Production, Staging, and

Pilot portals.

• Production portal base configurations

& portal audit.

• Demo/overview session of CSOD application.

• Only standard CSOD Core and Learning modules functionality and integrations are in scope to be configured and implemented as part of this statement of work.

• The client will grant administrator access to the eSkillz project team in the

CSOD portal upon project initiation.

Requirements Analysis

Discovery &

Requirements Review

• CSOD/eSkillz LMS questionnaire for client to fill out.

• Onsite and virtual meetings to confirm scope, system expectations, and key business processes.

• The client will submit LMS questionnaire responses per requested due date by eSkillz.

• The client will provide a documented list of requirements a week prior to the

Requirements Review Session.

Organizational Units

(OU) Workshop

• Sessions to review OU and User related configurations in the system.

• The client will begin and work through

CSOD online training modules on OUs via the CSOD Cornerstone Success

Center prior to the OU Workshop.

Design Phase

Configuration

Workshops (Combined sessions to include representative from each required department)

• Up to 40 hours of virtual configuration workshop meetings.

• Configuration Workbook with client decisions documented.

• The client will begin and work through

CSOD online training modules via the

CSOD Cornerstone Success Center prior to the given Configuration Workshop topics.

• A representative from each department will participate in all combined sessions. The client Project

Manager will help facilitate each department’s input and drive consensus on global configuration decisions.

• The client will approve the

Configuration Workbook per the process outlined in the Deliverables

Acceptance Criteria section of this

SOW.

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User Welcome Page

Designs

• Up to 6 design review sessions to review & gather requirements for up to 6 Welcome pages for all users.

• Up to 6 Welcome page designs with client’s logo, banner image, color scheme, and out-of-the box widgets.

• The client will provide the color scheme specifications and images in .jpeg or

.png format for the CSOD portal.

Pilot Portal

Configurations

• Configured Pilot Portal per approved

Configuration Workbook.

• eSkillz will configure only standard

CSOD functionality.

Execution Phase

Production Portal

Configurations

• Configured Production Portal per approved Configuration Workbook.

• eSkillz will configure only standard

CSOD functionality.

User Acceptance Phase

System Administrator

Training

• Two days of onsite system administrator training (train the trainer).

• The client will complete CSOD Core and

Learning curricula training modules via the CSOD Cornerstone Success Center prior to eSkillz System Administrator

Training.

User Acceptance Testing

(UAT) Support

• UAT Support (NTE 40 hours). • The client will assign a UAT lead to manage UAT and UAT issues log, consolidate all tester input, and coordinate with the eSkillz Project

Manager for remediation.

Deployment/Launch Phase

System Go-live • Go-live checklist

• Up to 20 hours of go-live support.

• Meeting with CSOD Client Success

Manager, client team, and eSkillz team to review system configurations and related processes.

• eSkillz team will support the client remotely during system go-live.

Post Go-live Support • Up to 40 hours of remote post go-live consulting support for up to 14 business days after go-live.

• eSkillz will provide post go-live support immediately following system launch and will be valid for 14 business days following go-live.

• Post Go-Live Support may be used for:

o System functionality and configuration questions o Configuration updates o Error/issue troubleshooting

Data Loads

Master Data Load (MDL)

– Learning Data from

ELM LMS

• MDL import templates for online courses and materials/documents.

• Load active online courses (SCORM) and materials/documents.

• The client will be responsible to provide data files in a format required by the

CSOD data import process.

• eSkillz will load one file for each data type listed. Therefore, the client may need to consolidate data of the same type from different source system into a single file.

• All Learning Objects for courses and materials data that the client would like

© 2019 eSkillz Corp. All rights reserved. Information contained in this document is confidential. Page 12 to migrate from Oracle ELM will be migrated at the same time.

• eSkillz will conduct up to two test loads into Pilot and one data load into

Production for each file.

• All other Learning Object types are excluded (ILTs, videos, curricula) from the data migration and will need to be manually created by the client.

Master Data Load (MDL)

– Learning Data from

Existing Cornerstone

Portals

*See Time & Materials line item in Pricing Table for pricing details

• MDL import templates for online courses and materials/documents.

• Load active online courses (SCORM) and materials/documents.

• The client will be responsible to provide data files in a format required by the

CSOD data import process.

• eSkillz will load one file for each data type listed. Therefore, the client may need to consolidate data of the same type from different source system into a single file.

• All Learning Objects for courses and materials data that the client would like to migrate from existing Cornerstone portals will be migrated at the same time.

• eSkillz will conduct up to two test loads into Pilot and one data load into

Production for each file.

• All other Learning Object types are excluded (ILTs, videos, curricula) from the data migration and will need to be manually created by the client.

Technical Projects

Virtual Instructor Led

(vILT) System Integration

• Virtual requirements review session.

• 1 vILT system vendor configured in

Pilot, Staging, and Production portals.

• The client must have purchased the vILT system and version currently supported by OOB VLS functionality for the CSOD platform.

LinkedIn Learning

Integration

• Virtual requirements review session.

• LinkedIn integration (single subscription) configured in Pilot, Staging, and Production portals to allow synchronization (automatically publishes and updates LinkedIn courses in the LMS) and Catalog

Synchronization (meaningful categorization within the LMS).

• The client must have a current subscription to LinkedIn Learning for each user who will require access in

Cornerstone LMS.

• The client will provide LinkedIn

Learning integration (single LinkedIn subscription) details including access information for SSO, Content Sync and xAPI. All information is available to clients from within their LinkedIn

Learning portal.

• This task only includes the set-up, configuration, and testing of the

LinkedIn Integration in the new

Cornerstone LMS. It does not include any active registrations or completion

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Additional Modules (Non-Learning Add-ons) eCommerce • Virtual requirements review session.

• Configuration workshop (up to 4 hours virtual).

• Enable and complete out of the box eCommerce functionality in the system per client requirements.

• Set-up:

o 1 training unit (unit of payment) o Up to 10 training learning objects configured for purchase o 1 coupon code

• Client has established accounts, or will establish, and provide all necessary banking information (e.g., account and routing number).

• Client’s Security Personnel will allow CSOD/CyberSource to collect/maintain necessary personal and credit card information to process transactions.

• The client accepts additional transaction and/or CSOD/CyberSource eCommerce fees (if applicable).

• Client is responsible for establishing pricing, discounts, coupons, etc.

* Data migration of any training transcript data from other systems is excluded from this scope.

** If the client requests services support beyond the scope outlined in each of the tasks above, a Change Order may be required.

Deliverables Acceptance Criteria This section defines the process for client’s acceptance of deliverables provided by eSkillz throughout the project. The project schedule is built upon the assumption of these durations. Delays caused by the client in accepting deliverables beyond the durations specified below may delay go-live and warrant a Change Order for an extended timeline and associated support.

Deliverable Type Expected Response Time Notes

Documentation 3 business days The client will have 3 business days from receipt of this type of deliverable to review and accept or provide reasons for non-acceptance for eSkillz to remediate.

System configurations, integrations & data loads

5 business days The client will have 5 business days from receipt of this type of deliverable to review and accept or provide reasons for non-acceptance for eSkillz to remediate.

Optional Services

End User Live Support Services (LSS) – Help Desk eSkillz Live Support is on-demand, real-time access to live, certified and trained learning management systems support specialists to assist and resolve end-user questions and problems around their Cornerstone OnDemand experience.

Through eSkillz Live Support, we provide a fully managed service desk, complete with proprietary chat support engine to deliver fast, expert answers to tier 1 support questions and challenges so Cornerstone customers can sustain service levels and deliver a consistent and successful end-user experience. With a choice of communication channels (chat, phone & email) and 24x7 access to live chat, your end-users stay productive and receive the help they need, when they need it.

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Our Live Support can and do help eliminate layers of troubleshooting, assisting any internal IT support an /or client administrator teams to:

▪ Reduce time spent with end-users, maximizing end-user productivity

▪ Accelerate time to resolution/lower end-user frustration

▪ Reduce unnecessary escalations and workload to client system administrators

Live Support also provides the added benefit to client administrators to focus on what’s most important: making the overall CSOD platform successful in their environment. As one of the most cost-effective, real-time support solutions in the industry, Live Support assists with resolving the following user support needs:

Live Support Components:

Our Live Support solution powered by a proprietary support engine and enhanced every year comes complete with the following included components:

▪ Custom Virtual Classroom Build

▪ Support Module/Program Module creation based on State of Wisconsin’s configuration & training objectives

▪ Cornerstone Live Support Staff Training on State of Wisconsin’s CSOD solution

▪ Integration of support link on your CSOD platform

▪ Live Support staffed 24 hours a day, 7 days a week by live, full-time Learn specialists

▪ Integrated ticketing system to manage Cornerstone and client specific escalations

▪ Comprehensive reporting to track all support inquiries and showcase statistical support trends

Special note: Live Support comes complete with a proprietary ‘system check’ process whereby eSkillz support specialists can obtain user computer compatibility settings including:

▪ Operating System

▪ Browser & Browser Version

▪ Java & Flash Version

▪ Screen Resolution

▪ Pop-up blocker status

Integrated Real-Time Support Environment

Our Live Support team is responsible for frontline intake of all client end-user questions; quickly diagnosing and resolving over 90% of problems at first interaction and, if necessary, escalating the problem to our advanced support engineering teams for further resolution.

Even though we provide multiple support lanes for end-users to choose from, our proprietary chat system is the first line of support for all end-users. This is by design as eSkillz can handle more users simultaneously effectively and to allow our support specialist to use our computer system check successfully. Once CSOD has been configured, a custom support link is provided that can only be accessed by users via their system. This also allows eSkillz and the customer to drive the user to be connected to the Cornerstone instance while obtaining help resulting in faster resolution rates.

▪ Course progress issues

▪ Course completion assistance

▪ Curriculum assistance

▪ Transcript guidance

▪ Mandatory training help

▪ ILT registration/drop assistance

▪ All other areas of your configured

Cornerstone platform!

▪ Login help

▪ Password reset

▪ Registration issues

▪ Account information editing

▪ General navigation

▪ Course launch issues

▪ System settings such as disabling pop-up blockers

▪ Course progress issues

▪ Course completion assistance

▪ Curriculum assistance

▪ Transcript guidance

▪ Mandatory training help

▪ ILT registration/drop assistance

▪ All other areas of your configured

Cornerstone platform!

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Supplemental support options are also available once users access the customized Live Support chat landing page. They are as follows:

▪ Email: If a user does not have time to chat with a support specialist, from the Live Support welcome page, they can open a request that will allow them to receive support through email. This email support is also tracked as a ticket within our support engine ensuring proper reporting and that all correspondence (including all responses) is completely tracked within our engine.

▪ Phone: For users that prefer to talk to a support specialist, they will have access to a provided Cornerstone shared phone support line to get assistance. This phone line is a revolving number so remains accessible through the Live Support welcome page as well. This is to ensure current information is always available and decrease automated abuse.

▪ Password Reset: If enabled in your system, users may submit a request for a password without having to speak to a Specialist or send an email request—efficient and completed within minutes.

Standard Service Level Agreement

Our standard SLAs are among the best in the industry—note that these SLAs do NOT include automated responses, e.g., bot or other artificial intelligence (AI). eSkillz Live Support succeeds due to human touch resulting in users not being frustrated with automated responses but instead immediate live assistance. Our Live Support engine comes complete with an integrated ticketing system and comprehensive reporting.

Service Level Modality Response

Times

Estimated Resolution Action

Chat Session Inquiry:

Resolved in Chat

Chat 7 to 10 second greeting

Depends on complexity -

Historical data: 10-12 min. resolution 98% of the time.

eSkillz typically resolves chat session inquiries within the chat interaction and typically within three to five minutes.

Individual resolution times will depend on the complexity of the inquiry.

Chat Session Inquiry:

Escalation Internally

Chat 2 hours Depends on complexity. eSkillz does guarantee an initial end-user update within 2 hours of ticket generation.

When a chat session inquiry is escalated by the instructor due to the need for further research or SME assistance, an eSkillz internal Team Leads will process the ticket and update the end-user within

2 hours of ticket generation. Final resolution will be handled by eSkillz and resolution time will depend on complexity of inquiry. Notification update will be communicated with end-user every 24 hours until resolution is completed.

Phone Call Inquiry

Phone 30 second from call originatio n

95% of all incoming calls can be resolved during the initial call.

When shared toll-free line is busy the end-user will be prompted to leave a message or hold for specialist. In the event a message is left, eSkillz specialists shall return all inquiries within 1 hour of call origination. When a phone inquiry is escalated by the instructor due to the

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NOTE: In the event eSkillz Live Support is unable to resolve a user problem thereby resulting in the creation of a “Trouble Ticket”, eSkillz Ticket Management Team and SLA’s take over through full problem resolution.

Ticket Management – Tier 2 & Tier 3 eSkillz current internal Ticket Management Service Level Agreement (SLA) includes 24-hour updates and daily responses to all open Tier 2 & 3 trouble tickets. This ensures Command end-users, originally encountering the problem, are updated as to the progress to completion timelines of related open tickets.

Post Go-live Administration & Consulting Support

Professional Services division provides access to a team of seasoned HCM implementation consultants, system administrators, and project managers who implement, develop and/or optimize our customers’ HCM modules including learning, onboarding, performance, connect and recruiting modules. eSkillz has built an expert crew of senior Subject

Matter Experts who have a breadth of proven expertise in all areas of CSOD back-end configuration and system functionality. Our teams of expert implementation administrators operate as if they were our customers’ in-house administrators and developers helping achieve their business goals and maximize their training investment.

State of Wisconsin can choose to purchase a bucket of hours to use as needed for ad-hoc Cornerstone system support or instead select the option to contract for a dedicated part-time or full-time administrator. With the commitment level of a dedicated administrator/consultant, State of Wisconsin will not only receive comprehensive strategic support, but will also be able to take advantage of discounted rates as compared to hourly/bucket of hours support option.

Key Components of System Administration & Consulting Support:

▪ Assigned System Admin Team Lead

▪ Access to team of trained expert System Administrators/Consultants need for further research or SME assistance, an eSkillz internal Team Leads will process the ticket and both update the end-user via email within 1 hour of ticket generation. Final resolution will be handled by eSkillz and resolution time will depend on complexity of inquiry.

Notification update will be communicated with end-user every 24 hours until resolution.

Email Inquiry Email Instant auto confirmat ion

Real-time auto response to all email inquiries. Live reply from an eSkillz specialist within 2 hours of email inquiry.

When an email inquiry is escalated by the instructor due to the need for further research or SME assistance, a eSkillz internal Team Leads will process the ticket and update the end-user within 2 hours of the initial email inquiry. Final resolution will be handled by eSkillz and resolution time will depend on complexity of inquiry. Notification update will be communicated with end-user every 24 hours until resolution is complete.

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▪ Direct email route to submit/offload tasks & projects for maintenance & development

▪ Access to ongoing education events

▪ Annual services contract. Unused hours will rollover to next year.

© 2019 eSkillz Corp. All rights reserved. Information contained in this document is confidential. Page 18 eSkillz Pricing eSkillz Pricing – Requested Services

Description of Services Total

CSOD Implementation Services – Cornerstone Core & Learning (includes eCommerce)

▪ Implementation/configuration of a single enterprise Cornerstone LMS for the State of

Wisconsin (excludes Certifications, Connect, and Insights)

▪ Scope outlined in CSOD Learning Implementation Scope of Work section of this proposal including 2 days of onsite Administrator Training, except line items referenced for Time &

Materials support line item.

▪ Technical Projects: Inbound Data Feed for User & Organizational Units, Single Sign-On (SSO), Consulting & Configuration Support for CSOD Web Services – Training Completion Data, vILT

Integration, LinkedIn Integration, Migration of Active Online Courses (SCORM) and Materials from Oracle ELM LMS

$247,427

Fixed Price

Migration of Active Online Courses (SCORM) and Materials from Existing Cornerstone Portals

▪ Migration of active online courses (SCORM) and materials from existing Cornerstone portals specified in the scope of work

▪ Migration scope excludes any other Learning Object types and transcript data records

▪ Total amount for this line item is a Not to Exceed (NTE) Time & Materials support amount to be billed at an hourly rate of $135 per hour for eSkillz

$27,000

(Not to Exceed)

Time & Materials

Grand Total: $274,427 eSkillz Pricing – Optional Services

Description of Services - Optional Quantity Total

CSOD Administrator Support Services – Post System Go-live

▪ Assigned System Admin Team Lead

▪ Access to team of trained expert System Administrators/Consultants

▪ Direct email route to submit/offload tasks & projects for maintenance & development

▪ Access to ongoing education events

▪ Annual services contract. Unused hours will rollover to next year.

▪ eSkillz hourly labor rate: $135.00 an hour

▪ Minimum bucket purchase (including renewals) of 50 hours

100 $13,500

CSOD End-User Live Support Services (LSS)

▪ Custom Virtual Classroom Build

▪ Support Module/Program Module creation based on State of Wisconsin’s configuration & training objectives

▪ Cornerstone Live Support Staff Training on State of Wisconsin’s CSOD solution

▪ Integration of support link on your CSOD platform

▪ Live Support staffed 24 hours a day, 7 days a week by live, full-time Learn specialists

▪ One Time Implementation Fee: includes classroom and support module build;

instructor training; integration and launch. Assessed one time.

40,000 users

Annual Fixed Fee:

$140,000

One Time LSS

Implementation

Fee: $5,000.00

Total: $145,000

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Implementation Services Billing Terms and Assumptions

1. For the Fixed Priced project component of this contract, progress for Implementation deliverables will be reported against the Milestones outlined in the “Scope of Work” section of this contract.

2. eSkillz will perform all work remotely, except for those specified as onsite meetings. Any onsite meetings will be mutually agreed upon by the eSkillz State of Wisconsin Project Manager(s). State of Wisconsin will need to provide travel cost approval for eSkillz team members prior to travel dates.

3. Travel is not included in the above pricing. Should travel be required, it will be billed at cost and accordance with

State of Wisconsin’s policies. In the case of Government clients, billing will be in accordance with the Federal

Acquisition Regulations.

4. If the duration of the project exceeds the expected timeline approved by the client as part of the Project Schedule baseline due to delays not caused by the eSkillz team, a change order may be required.

5. If State of Wisconsin requires support outside of the scope of this statement of work, including internal processes/coordination/legacy data manipulation, State of Wisconsin can contract eSkillz for auxiliary internal project support at $135 per hour.

6. Pricing for Cornerstone OnDemand software licenses is not included in this contract. Cornerstone OnDemand will contract directly with State of Wisconsin their licenses and related services.

7. For the Fixed Price implementation services fees, eSkillz will invoice State of Wisconsin the percentage of the Total

Implementation Fees listed in the table below upon completion of the listed deliverable.

Milestone Deliverable % of Total Implementation Fees Due

Project kick-off 20%

Configuration of Pilot portal 30%

Configuration of Production portal 30% (No earlier than 7/1/2020)

User Acceptance Testing 10% (No earlier than 7/1/2020)

System go-live 10% (No earlier than 7/1/2020)

8. Fort Time & Materials services, eSkillz will invoice Wisconsin Department of Administration on monthly basis for hours incurred in the previous month.

9. Payment terms are Net 30.

10. End-user Live Support will be used for Tier 1-general CSOD system utilization inquiries. All inquiries deemed out of scope will be escalated via a ticket back to State of Wisconsin’s point of contact.

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Signatures

IN WITNESS WHEREOF, the parties hereto by their duly authorized representatives have executed this Agreement effective as of the date of the last signature (“Effective Date”).

Eskillz State of Wisconsin

Signature: ________________________________

Signature: ________________________________

Name: ___________________________________

Name: ___________________________________

(Print) (Print)

Title: ____________________________________

Title: ____________________________________

Date: ____________________________________

Date: ____________________________________

Don R. Cole

President

02/28/2020

DocuSign Envelope ID: E2F2FE40-6933-4E8C-8FE0-A7FF11AF783F

Deputy Secretary, Department of Administration

3/6/2020 | 5:24 PM CST

Chris Patton