Yext Features Descriptions

Yext Features Descriptions

THE DESCRIPTIONS SET FORTH BELOW WITH RESPECT TO A GIVEN PRODUCT ONLY APPLY TO THE EXTENT THAT CLIENT IS PURCHASING A SUBSCRIPTION TO SUCH PRODUCT, AS INDICATED ON THE FIRST PAGE OF THE SUBSCRIPTION SCHEDULE OR STATEMENT OF WORK (OR SIMILAR ORDERING DOCUMENT).

Yext does not guarantee the participation of any particular Publisher or the display of any content on Publisher’s site. Publishers and the content displayed by each Publisher’s site are subject to change. In your Master Agreement, Subscription Schedule or Statement of Work, Products may be referred to as “Location Cloud” or “Yext Knowledge Engine.” As applicable, references to “Location Cloud” or “Yext Knowledge Engine” in your Master Agreement, Subscription Schedule or Statement of Work will be deemed references to Yext in these Features Descriptions. In addition, your Master Agreement, Subscription Schedule or Statement of Work may refer to the “PowerListings” product. Such references to “PowerListings” will be deemed references to “Listings” in these Features Descriptions. Please check back as we may update these Features Descriptions from time to time.

Yext Products

Yext Knowledge Graph and Platform. A subscription to the Yext Knowledge Graph provides Client with access to Yext’s web and Knowledge API interfaces that allow Client to access and use Yext’s platform for management of Client’s business content for up to the number of entities purchased by Client. Client will receive up to 50 User (defined below) logins as part of the subscription. The Yext Knowledge Graph allows Client to: (i) upload from Client’s databases: public facts about Client’s brand and other data relating to Client’s business; and (ii) make changes to such data. A subscription to the Yext Knowledge Graph also includes access to API tools. A User is a credentialed login that allows a person to access the Yext platform. For clarity, Client may only purchase additional entities as part of bundles as provided by Yext from time to time.
Yext Answers. Yext Answers is a site search technology that understands natural language and returns direct answers to users based on the data Client stores in the Yext Knowledge Graph.

Client will have a specific Searches (defined below) limit per year as set forth in the fee table in the applicable Subscription Schedule. For purposes of clarity, Client will receive a pro-rated number of included Searches for any partial year period at the end of the Term (and/or during the Term if the Term is a partial year period). A “Search” is counted each time a visitor runs a search on a Client site powered by Answers. This could occur from entering a search term, applying a facet, adjusting a filter or any other action that triggers a new set of search results. Pagination is considered the same set of results so going to page 2 of a set of search results does not count as a second Search. Query Suggestions (autocomplete) is also not factored into the number of Searches. Finally, any searches from known bots are excluded from this metric. Client may exceed the Searches limit per year (or the prorated Searches limit for any partial year period) by 3% (the “Search Buffer”). In the event Client exceeds the Search Buffer, Yext reserves the right in its sole discretion to disable and/or modify Client’s ability to make further changes to its Answers configuration. In the event Client reaches the Searches limit, Yext may notify Client via email to the contact on file or by another method. Following such notification, upon Client’s request, Yext and Client will enter into good faith negotiations regarding an updated Search limit, subject to a mutually agreed upon replacement Subscription Schedule that has a new End Date that is no earlier than the End Date on the Subscription Schedule being replaced, unless otherwise mutually agreed upon by the Parties in writing.

Listings.

A subscription to the “Listings” Product enables Client to: (i) control its enhanced business listings data on certain Publisher sites; and (ii) provide its listings to certain Publishers; in each case, for up to the number of purchased subscriptions.
A subscription to the “Listings” Product includes “Enhanced Content Syndication” which allows Client to upload (where supported by the Publisher) certain information in optional business listing fields.
Depending on the subscription option purchased by Client, a subscription to the Listings Product includes “Social Location Page Posting.” “Social Location Page Posting” allows Client to post onto certain Publishers’ social pages directly from the Yext Knowledge Graph.
Depending on the subscription option purchased by Client, a subscription to the Listings Product includes the Yext “Duplicate Suppression Tool.” On a monthly basis, the Yext Duplicate Suppression Tool will automatically identify and surface potential duplicate listings inside the Yext platform. Client may confirm or reject potential duplicates identified by the Yext Duplicate Suppression Tool at any time via the Yext platform. Listings confirmed as duplicates by Client will be removed from search results based on each Publisher’s best practices. Yext makes no guarantee that all duplicate business listings will be identified and/or removed.
Listings deployments to Google My Business require a single Google My Business account and a direct control of entities to be listed (no unaffiliated or reseller entities).

Managed Duplicate Suppression. Duplicate suppression is the process of identifying and removing duplicate listings from supported Publishers within the Yext Publisher Network. The Yext Duplicate Suppression Tool will automatically identify and surface potential duplicate listings inside the Yext platform. If Client purchases a subscription to the Managed Duplicate Suppression Product, on a quarterly basis, Yext will manually confirm or reject potential duplicate listings. Client will be presented with a report of all duplicates identified for approval. Listings confirmed as duplicates will be removed from search results based on each Publisher’s best practices. Yext makes no guarantee that all duplicate business listings will be identified and removed.
Pages. A subscription to the Pages Product provides Client with web pages on Client’s designated website for up to the number of Pageviews (defined below) per year purchased by Client for the Pages – Pageviews/Yr Product, or for up to the number of subscriptions purchased by Client for the subscription-based Product. These Pages are hosted by a hosting provider designated by Yext. The Pages – Pageviews/Yr Product is further described below.

Pages – Pageviews/Yr

Client’s Pageview limit per year is set forth in the fee table in the applicable Subscription Schedule. For purposes of clarity, Client will receive a pro-rated number of included Pageviews for any partial year period at the end of the Term (and/or during the Term if the Term is a partial year period). A “Pageview” is an instance of a page being loaded (or reloaded) in a browser. For clarity, AJAX requests and loading of static assets (images, css, js, etc.) do not count as Pageviews. Client may exceed the Pageview limit per year (or the prorated Pageview limit for any partial year period) by 3% (the “Pageview Buffer”). In the event Client exceeds the Pageview Buffer, Yext reserves the right in its sole discretion to disable and/or modify Client’s ability to make further changes to the Pages. In the event Client reaches the Pageview limit, Yext may notify Client via email to the contact on file or by another method. Following such notification, upon Client’s request, Yext and Client will enter into good faith negotiations regarding an updated Pageview limit per year, subject to a mutually agreed upon replacement Subscription Schedule that has a new End Date that is no earlier than the End Date on the Subscription Schedule being replaced, unless otherwise mutually agreed upon by the Parties in writing.

Reviews Monitoring. Allows automated monitoring of customer reviews for certain Publishers.
Review Generation. Allows Client to invite customer reviews on Client’s own website(s) and to add generated reviews to Client’s website(s).
Review Response. Allows Client to respond to reviews from the Yext Knowledge Graph where supported by Publisher and to measure and track reputation management efforts.
Knowledge Tags. Yext Knowledge Tags is a tool that allows Client to add Schema to Client’s websites and sync the data on their website with the data in the Yext Knowledge Graph.
Events. Yext for Events allows Client to create and manage information about events using the Yext Knowledge Graph. Depending on the Product purchased by Client, Events functionality includes the following:

Events Tier	Included Functionality
Starter	Events: Starter includes integration of Events with the Yext Knowledge Graph and the Yext App Directory, which allows Client to connect Client Content from Yext with third-party software applications and systems. Yext does not guarantee the availability of any particular third-party application. Starter also includes Listings for Events, Rich Media Syndication and Event Listing Analytics.

For the purpose of clarity, unless otherwise agreed, no additional functionality or consulting work is included with any Events package.

Live API. Live API allows Client to retrieve data from their Yext Knowledge Graph in real-time (such as adding schema mark-up to their webpages or sending data from the Yext Knowledge Graph into a mobile app), up to the “API Calls” (defined below) limit per year as set forth in the fee table in the applicable Subscription Schedule. For purposes of clarity, Client will receive a pro-rated number of included API Calls for any partial year period at the end of the Term (and/or during the Term if the Term is a partial year period). An API Call is counted each time the Live API receives a request using an API key associated to the Client account. In the event that Client exceeds the API Calls limit, then Yext and Client will enter into good faith negotiations regarding an updated API Calls limit, subject to a mutually agreed upon replacement Subscription Schedule that has a new End Date that is no earlier than the End Date on the Subscription Schedule being replaced.

Additional Users. A subscription for Additional Users (defined below) allows Client to use up to 25 additional logins, per subscription. Multiple subscriptions may be purchased to achieve Client’s desired number of logins. A User is a credentialed login that allows a single person to access the Yext platform.

Client-provided HTTPS Certificate. Yext will install Client-provided HTTPS certificates on Yext’s Pages infrastructure that will be used to terminate TLS connections. Certificates (including public key, private key, and trust chain) must be obtained by Client and delivered to Yext. If requested, Yext will generate Certificate Signing Requests (CSRs) in order to keep the private key portion isolated to the Yext system. Up to 10 domain/certificates will be supported with the expectation that they are processed and renewed as a batch.

Yext Support, Maintenance and Consulting Products and Services

Basic and Premier Support

Basic Support

Client receives Basic Support automatically unless Premier Support is purchased.

Basic Support includes the following features (note: some features are only available for specific Products):

Community Access: Take advantage of Yext’s world-class help site, which includes documentation and training for everything from implementation to platform optimization.

Email Support (9 Hours x 5 Days): Get support from Yext’s team of experts via email.

Multi-Language Support: Support is available in English, Italian, German, Spanish, French, and Japanese.

Access to User Creation & User Upload: Give your team access to Yext by creating and uploading new users, as well as updating existing user information.

Access to Entity Uploader: Keep the Yext Knowledge Graph up to date by easily adding and updating entities through Entity Uploader.

Access to API Documentation and Integration Guides: Learn how to integrate Yext with your current systems with Yext’s comprehensive API documentation and Integration Guides.

Access to Developer Console: Get assistance with creating and managing Yext-supported apps that help integrate with other systems and vendors.

Critical Publisher Outage Monitoring and Resolution (requires Listings): Our Support team will monitor our publisher integrations and escalate for resolution in the event of any outages.

Access to Standard Dashboards and Insights: Get a holistic view of how your business appears across the web.

Premier Support

Premier Support for direct Clients includes all Basic Support features above plus (note: some features are only available for specific Products):

Multi-Language Support: Support is available in English, Italian, German, Spanish, French, and Japanese.

Phone Support (9 Hours x 5 Days): Get support from Yext’s team of experts by phone.

Prioritized Response Queue: Get your questions answered with escalated priority in support queues.

Case Management and Ticket Tracking: We will manage, prioritize, and review your tickets on a recurring basis (frequency determined by Client size).

Live Platform Assistance: We will guide you through screenshare or phone walkthroughs on platform functionality as needed.

Developer Support: We are here to help you with any Yext-based API project. Our technical experts will be available to answer any questions and guide you through integration best practices. Developer Support is available in English only.

	Basic Support	Premier Support
Target Response Time	2 Business Days	8 Business Hours
Authorized Support Contacts*	2	6

*The number of users on your team who may contact Yext Support

Consulting Professional Services. Consulting Professional Services includes: (i) addition, update, and removal of Client Content; (ii) addition, update, and removal of standard Pages features including, but not limited to, promotions, events, products, and bios; (iii) technology updates for the purpose of assisting Client with search engine optimization; (iv) Client branding and stylistic updates; (v) addition, update, and removal of analytics; and (vi) bug fixes. Consulting Professional Services outside of the scope described herein may be subject, in Yext’s sole discretion, to additional fees. Consulting Professional Services are available in the packages described below or a custom package described in the Subscription Schedule:

Consulting Professional Services – Up to 10 hours/month (also referred to as “Pages Professional Services – Up to 10 hours/month”, “Pages Service: Tier 1” or “Tier 1 Maintenance and Support”)

Consulting Professional Services – Up to 10 hours/month includes ten (10) hours per month of Yext Consulting resources (each a “Consulting Hour”, collectively the “Consulting Hours”) to be used towards maintenance and support described above. The Consulting Hours expire at the end of each month and cannot be rolled over into any other month and cannot exceed ten (10) Consulting Hours in any one month. Any unused Consulting Hours expire at the end of the Term.

Consulting Professional Services – Up to 20 hours/month (also referred to as “Pages Professional Services – Up to 20 hours/month”, “Pages Service: Tier 2” or “Tier 2 Maintenance and Support”)

Consulting Professional Services – Up to 20 hours/month includes twenty (20) Consulting Hours to be used towards maintenance and support described above. The Consulting Hours expire at the end of each month and cannot be rolled over into any other month and cannot exceed twenty (20) Consulting Hours in any one month. Any unused Consulting Hours expire at the end of the Term.

Consulting Professional Services – Up to 40 hours/month (also referred to as “Pages Professional Services – Up to 40 hours/month”)

Consulting Professional Services – Up to 40 hours/month includes forty (40) Consulting Hours. to be used towards maintenance and support described above. The Consulting Hours expire at the end of each month and cannot be rolled over into any other month and cannot exceed forty (40) Consulting Hours in any one month. Any unused Consulting Hours expire at the end of the Term.

Consulting Professional Services – Up to 60 hours/month (also referred to as “Pages Professional Services – Up to 60 hours/month”)

Consulting Professional Services – Up to 60 hours/month includes sixty (60) Consulting Hours to be used towards maintenance and support described above. The Consulting Hours expire at the end of each month and cannot be rolled over into any other month and cannot exceed sixty (60) Consulting Hours in any one month. Any unused Consulting Hours expire at the end of the Term.

Consulting Professional Services – Up to 80 hours/month (also referred to as “Pages Professional Services – Up to 80 hours/month”)

Consulting Professional Services – Up to 80 hours/month includes eighty (80) Consulting Hours to be used towards maintenance and support described above. The Consulting Hours expire at the end of each month and cannot be rolled over into any other month and cannot exceed eighty (80) Consulting Hours in any one month. Any unused Consulting Hours expire at the end of the Term.

Managed Services.

Professional Services – “Up to X Hours/Month”

Hours-based Service

Client’s purchase of Professional Services Resource(s) provides them with access to Yext Professional Services resources – up to X hours per month, with “X” equaling the number of hours (each a “Professional Services Hour”, collectively the “Professional Services Hours”) set forth in the applicable Subscription Schedule (or similar ordering document). The Professional Services Hours expire at the end of each month and cannot be rolled over into any other month. The Professional Services Hours are consumed as the work is performed, not at the time the work is delivered. The number of Professional Services Hours spent by all Professional Services Resources, in total, cannot exceed X Professional Services Hours in any one month. Yext cannot guarantee the availability of any particular staff member for a given role defined below.

Professional Services Professional Services Hours are delivered by Yext Professional Services specialists including, but not limited to:

UI/UX Designers
Technical Engagement Managers
Software Engineers
Program Managers

Functionality and Services in Scope

Hours are spent in order to maintain, extend, optimize, and enhance the Client’s use of licensed Yext Products and Services on its behalf. Services include but are not limited to:

Strategy: Defining the technological vision of the Yext Knowledge Graph, Pages, and Yext Answers experiences for Client.
Data Modeling: Determining which entities, entity types, and fields are needed in the Yext Knowledge Graph
Data Cleansing & Loading: Adding, editing, and removing entities from the Yext Knowledge Graph
Design: Building high resolution mockups and making visual edits to the Yext Products
Project Management: Coordinating Yext resources to ensure the timely completion of changes for Client’s Yext Products
Development: Engineering work required to implement, maintain, or extend Pages, Yext Answers, ETLs, custom Dashboards, or any other custom code
Configuration: Editing settings and configurations to improve Pages and Yext Answers experiences
Monitoring: Looking for potential improvements to the Yext Knowledge Graph, Pages, and Answers experiences by tracking consumer behavior, checking configurations, and handling errors
Optimization: Making changes to the Yext Knowledge Graph, Pages, and Yext Answers experiences in reaction to learnings from consumer behavior
Search Engine Optimization (SEO): Giving and implementing advice to improve Pages SEO

Functionality and Services Out of Scope Including, but not Limited to

Professional Services Hours may not be used to do the following:

Language Translation
Copywriting

Yext Consulting Product Descriptions

The descriptions set forth below with respect to a given Yext Consulting Product only apply to the extent that Client is purchasing such Product, as indicated on the Client’s Subscription Schedule or similar ordering document. In addition, any features, enhancements and/or functionality not described herein are considered outside of the scope of the specific Consulting Products and will be treated as standalone projects subject to separate signed, written Statements of Work between the Parties.

Yext’s ability to implement the Consulting Products described herein within any estimated time frames is contingent upon Client’s timely performance of all tasks and responsibilities described in the Consulting Product descriptions below and elsewhere in the applicable Agreement. Client’s failure to perform in a timely manner or provide requested information and/or materials in a timely manner, may result in delays in the implementation and additional costs.

Consulting Product	What’s Included
Pages Template Setup Basic	Functionality and Services in Scope Configure 1 Yext Page Builder Pages template for a single entity type using Yext’s Page Builder standard library of modules or any modules that exist in Client’s account Configure 1 built-in standard Yext Page Builder locator module setup (e.g., standard location finder or event calendar module). The Page Builder locator modules require a subscription to Live API, which is sold separately Schema.org tagging for the base entity of a page Configured for sub-domain integration deployment only Redirect installation, only 1:1 redirects are supported (no wildcards) with a single mapping file Configured for a single language only Client access to Page Builder’s configurable settings, including ability to make edits in Page Builder or replicate pages for new sets of entities post-launch Inclusion of ‘drop-in’ third party integrations that consist of a simple JavaScript snippet to be added to the page template with no further customization required Functionality and Services Out of Scope Includes, but is not Limited to Custom logic, rendering, integrations or functionality not found in the available modules is not included and may incur additional costs if required. For instances where this is required, the “Pages Template Setup Advanced” package is recommended A custom header and footer module matching the look and feel of a Client’s website Multi-Language pages Sub-directory based implementation Filtering capabilities on the Yext Pages builder locator Redirects from a different sub-domain Must be purchased with Branding Setup if a suitable header/footer module does not already exist. Assumptions Client will provide all data necessary for Yext to perform its obligations Client will configure subdomain Completion Criteria Pages and locator development are code complete Yext has completed QA, provided Client with a UAT window and addressed all critical bugs resulting from the UAT period. If Client does not respond within the UAT window, the project will be considered complete as no additional issues would be identified.
Pages Template Build (Advanced)	Functionality and Services in Scope Custom page designs, for a single entity type, provided by Yext If Client wishes to provide their own designs, Yext will review the designs and reserve the right to increase the project length or fees required to complete the implementation Directory Page Templates for a single entity type A set of directory pages that allow end-users and search engines to navigate the site’s (URL) hierarchy. For example, Location Directory Pages can have a site hierarchy grouped by geography (e.g., Country, State, and City) with a directory page for each level of the hierarchy. Custom page template, for a single entity type, that includes (but is not limited to) the following features: Critical Page information (examples below) All entities: name, description, product/service offering, promotions, etc. Location entities: address, phone number, business hours including holiday support, nearby locations, etc. People entities: headshot, email address, biography, etc. Job entities: start date, required experience, application details, etc. Product/service entities: product/service availability, frequently asked questions, pricing information, etc. Event entities: engagement information, event timing, past or future event content, etc. Call-To-Action elements (e.g., Get Directions) Schema.org markup Includes two ‘third party’ integrations Common third party integration examples: Adobe or Google Analytics integrations, pixel tracking, embedded iFrame, widget implementation, reviews integration, custom modals and Client-hosted forms, etc. Configured for either subdomain or subfolder (reverse proxy) hosting Configured for multi-language/locale setup if needed Configured for subdomain or subfolder integration deployment Redirect installation, only 1:1 redirects are supported (no wildcards) with a single mapping file Must be purchased with Branding Setup if a suitable header/footer module does not already exist. Functionality and Services Out of Scope Includes, but is not Limited to Third party integrations that require Yext to build custom backend services, server-side authentication, and/or custom infrastructure pieces beyond standard Yext Pages infrastructure. Advanced proxy setups: Non-simple passthrough reverse proxy integrations such as dynamic server-side proxies to inject/modify Yext Pages for serving on another domain. Additional launch dates outside of a single launch date for multiple locales, domains or markets. Additional data files outside the scope of a single consolidated data file load. Assumptions Client will provide all data necessary for Yext to perform its obligations in a single consolidated data file. In the case of multiple markets, locales or domains, Client will consolidate into a single source of truth for Yext to upload data into Knowledge Graph Client will agree on a single launch date with Yext All third party integrations are subject to Yext approval and should be validated prior to finalizing scope of the implementation Completion Criteria Pages and locator development are code complete. Yext has completed QA, provided Client with a UAT window and addressed all critical bugs resulting from the UAT period. If Client does not respond within the UAT window, the project will be considered complete as no additional issues would be identified.
Custom Locator Build	Functionality and Services in Scope Yext will develop a dynamic locator page that displays entities based on user inputs such as location information, business/person’s name, or other filterable criteria configured within the Yext Knowledge Graph. Examples of dynamic search pages include a store locator, a job finder, an event calendar, and a person locator. The locator will support a single entity type. Custom search page designs provided by Yext If a client wishes to provide their own designs, Yext will review the designs and reserves the right to increase the project length or fees required to complete the implementation. Dynamic search page functionality could include (but is limited to) the following features: Ability for a user to input a specific location or utilize that user’s location to find a Client’s location(s) within a specified radius of an address, city/state, or postal code Ability for a user to input a specific person’s name or business ID to be returned a relevant result based on an exact match Filtering search results based on filterable criteria configured in the Yext Knowledge Graph Search results could include: A map of Client locations (designated by customizable map pins) within a defined radius (radius can be customized by Client, but not by the user/customer) A ‘locator card’ corresponding to each map pin with the following information potentially included: Critical business information (examples below) All entities: business name, amenities offered, calls to action, etc Location entities: address, phone number, distance from search, etc People entities: headshot, email address, social media profiles, etc Job entities: start date, required experience, application details, etc Event entities: event timing, location information, RSVP process, etc. Includes ‘third party’ analytics integrations Common third party analytics integration examples: Adobe Analytics, Google Analytics, Google Tag Manager, Custom Pixel Tracking, etc Configured for either subdomain or subfolder hosting Configured for multi-language/locale deployment Configured for subdomain or subfolder reverse proxy deployment Must be purchased with Branding Setup if a suitable header/footer module does not already exist. Functionality and Services Out of Scope Including, but not Limited to Third party integrations that require Yext to build custom backend services, server-side authentication, and/or custom infrastructure pieces beyond standard Yext Pages infrastructure. Advanced proxy setups: Non-simple passthrough reverse proxy integrations such as dynamic server-side proxies to inject/modify Yext Pages for serving on another domain. Assumptions Client will provide all data necessary for Yext to perform its obligations All third party integrations are subject to Yext approval and should be validated prior to finalizing scope of the implementation Completion Criteria Locator development is code complete. Yext has completed QA, provided Client with a UAT window and addressed all critical bugs resulting from the UAT period. If Client does not respond within the UAT window, the project will be considered complete as no additional issues would be identified.
Branding Setup	Functionality and Services in Scope Development of an optimized header module that matches the look and feel of Client’s main website with Client configurable link parameters Development of a footer module that matches the look and feel of Client’s main website with client configurable link parameters Development of a theme to match the stylesheet of Client’s site including, but not limited to, fonts, font colors, styling for header/footer & body text, as well as other branding guidelines The header, footer, and themes are reusable assets – they are built once and can be used on any number of page templates. Functionality and Services Out of Scope Including, but not Limited to Cookie integrations of any kind, including, but not limited to, shopping cart integrations and user personalization Flyout menus Mobile or tablet-specific designs that do not follow from the desktop designs Animations Custom javascript-based functionality Custom header/footer integrations via AJAX or iframing Assumptions Client will provide a URL on corporate domain for us to reference as “source of truth” for digital style, and may provide a digital style guide for additional guidance if desired. Completion Criteria Development of the theme and header/footer modules are code complete. Yext has completed QA, provided Client with a UAT window and addressed all critical bugs resulting from the UAT period. If Client does not respond within the UAT window, the project will be considered complete as no additional issues would be identified.
Answers Setup	Functionality and Services in Scope Implementation of a Yext-hosted Search Experience leveraging standard Yext UI search components powered by Yext Answers Universal Search that combines up to seven (7) Vertical Search functionalities for a combination of entity types Configuration of up to fifteen (15) query rules Up to one (1) brand included Up to one (1) language included Integrate with existing blue link search solution based on Yext’s current pre-built third party search connectors Filter search results by entity attributes stored in the Yext Knowledge Graph Autocomplete/typeahead searching Inclusion of ‘drop-in’ third party integrations that consist of a simple JavaScript snippet to be added to the page template with no further customization required Provide integration instructions for web/IT team for installation of Yext Answers search experience and bar, if necessary Configuration of any layout or user interface component available within the Yext Answers Hitchhiker theme using built-in configuration options Applying Client branding guidelines to standard Yext Answers Hitchhiker theme user interface components to match font, colors, button or link styling, and iconography to meet Client’s brand guidelines Data Ingestion Assistance Configure up to three (3) data connectors available in the Yext platform with any relevant assistance required from the Client. This includes the setups specified below: File upload: Limit of two (2) source files Crawler: Configuration of a single crawler and data mapping pair for up to one (1) entity type. Yext cannot control the source website (which must be owned/operated by Client) and cannot control the quality of the data that is fetched. Crawled data is as-is, and any post-processing is out of scope. Third Party Platforms: Assistance in configuration of connector (e.g., Google My Business Data Connector) for up to one (1) entity type Client can configure any additional connectors Functionality and Services Out of Scope Includes, but is not Limited to(the inclusion of any of the below requires custom scoping by the Yext Professional Services team) Development of a custom search connector not available as a pre-built third party search connector (Google Custom Search, Zendesk, Algolia and Bing) If the Yext Answers experience is to be hosted on a dedicated subdomain hosted by Yext, this must be purchased with Branding Setup if a suitable header/footer module does not already exist Custom third party integrations, widgets, or user experience elements not available within the Yext Hitchhiker theme, unless otherwise agreed upon by Yext in writing Only data in Client’s Yext Knowledge Graph will be included in the Answers experience (Note: this is in addition to a pre-built third party search connector) The creation and setup of development environments outside of production and staging Assumptions If the Yext Answers experience or search bar is hosted on the client’s own website, the client is responsible for all installation steps. Yext will provide generalized instructions but cannot perform or coordinate the installation. Client Responsibility · Client to provide File Upload data in csv, xls, or other columnar text file format · If third party platform data connectors are being set up, Client must provide any configuration parameters including API keys, authentication, mappings, etc., as relevant. Completion Criteria Yext Answers experience is configured and available in a staging environment. Yext has completed QA, provided Client with a UAT window and addressed all critical bugs resulting from the UAT period. If Client does not respond within the UAT window, the project will be considered complete.
Answers Quickstart	Overview Answers Quickstart is a guided Answers implementation executed cooperatively with the Client. Its limited scope is focused on getting up and running with an optimized Answers experience, as quickly as possible, that the Client can install on its website. Answers Quickstart is executed as a single project with a maximum duration of 15 business days from the Kickoff Working Session. The Kickoff meeting will be scheduled once the pre-kickoff worksheet is completed and returned to Yext. Functionality and Services in Scope Project Kickoff (Client/Yext Working Session 1-2 hours) Discuss and define Knowledge Graph Schema, Answers experience functionality, and conversion goals and KPIs Discuss Answers search and results integration method & instructions for Client’s webmaster Knowledge Graph Schema Configuration and Data Ingest (Client/ Yext Working Session 1-2 hours) The Client brings its data sources Guided data upload where Client adds data with Yext support Configured Answers experience (Yext Internal) Search and result UI that leverages standard Yext Answers UI components Universal Search that combines all entity types into a single search experience Answers experience Conversion tracking setup (Yext Internal with Client Inputs) Based on KPIs from Kickoff Working Session The Client provides value parameters Solution Handoff & Walkthrough (Client/Yext Working Session 1-2 hours) Answers configuration & experience walkthrough & live configuration tweaks, if necessary Platform overview, if necessary Answers and Conversion reporting overview Suggested next steps & optimization roadmap Parameters & Constraints Up to 5 Answers Verticals to be displayed on the Answers experience Up to 5 Query Rules configured by Yext in Answers Up to 1 Language for the Answers experience and Knowledge Graph data Support for a single Brand for the Answers experience and Knowledge Graph data Up to a single brand of limited color, font & branding customization Answers experience embedded in Client’s website Functionality and Services Out of Scope Include, but are not Limited to: Custom development or coding beyond what is available via standard Answers platform configuration. Search and data backends beyond the pre-built search connectors available with Answers Developer & Integration Support (available via Premier Support or Hitchhiker Community) Additional scope beyond the parameters outlined above (Verticals, Query Rules, Customization, etc.) Configuration of the Yext platform, including additional Users, Reports, products other than Answers, Notifications, etc. These can be configured with the help of Yext Support. Additional meetings beyond the working sessions Data scraping or collection not supported by the Yext Platform QA, UAT, or Acceptance phase or period Assumptions Client completes pre-kickoff worksheet and sends to Yext prior to scheduling of Kickoff meeting Answers experience and search bar are hosted on the Client’s website and the Client (or its webmaster) are responsible for all installation steps. Yext will provide generalized instructions but cannot perform or coordinate the installation. Completion Criteria The scope will be considered complete and services fulfilled if any one of the following three conditions is met. For the purposes of the conditions, significant delays attributable to Yext do not count towards the timelines below. Answers experience is configured and the Handoff and Walkthrough Working Session is complete Yext 15-day assistance period has lapsed from the Kickoff Date 3 months have elapsed from the relevant Start Date with no Kickoff
ETL Build	Functionality and Services in Scope An ETL is defined as a single direction data integration where the Yext platform is either the source (read-only) or destination (write) with a single format of output schema. Examples include, but are not limited to, an integration between a Client source system to the Yext Knowledge Graph for a single entity type or a data integration from the Yext system to a Client SFTP server to export structured analytics data. Services include: Capture ETL integration requirements Determine integration endpoints, access requirements and objectives Identify transformation business logic required to structure data to meet objectives Assess and update configuration of the Yext Knowledge Graph per Client source system requirements, if applicable Development of ETL including confirmed data transformation business rules Pre-production testing in sandbox environment Deployment preparation in production environment Must be purchased with Professional Services Hours package unless the Client already has an existing hours package with Yext. Functionality and Services Out of Scope Including, but not Limited to Multi-directional integrations Real-time integration. The ETL is a batch system with a maximum run frequency of once every 4 hours. Assumptions Client holds primary responsibility for data quality of sufficient standards to achieve Client goals. Client will provide access to all data, systems and connectivity necessary for Yext to perform its obligations. Data sources from Client must have a consistent, unique identifier. If data is to be extracted from multiple data sources or files they must share a common identifier that can be used to join the data. Client communicates and confirms all business rules required to transform the data. Completion Criteria Data integration is code complete Yext has completed internal QA, provided Client with a list of data issues to be addressed within the data review window and addressed all critical data issue fixes outlined by the client during the data review window. If Client does not respond within the review window, the project will be considered complete.
Custom Home Screen Implementation	What is included? Configuration of Home Screen layouts and permissioning Design and configuration of up to 5 custom modules. A custom module is a defined section of related content. This can be arranged and customized within the home screen layout. These are modules that are not available within the standard home screen library. Examples of custom modules include the following: User support and assistance modules with relevant assets (text, videos, etc.) Non-standard Yext platform analytics modules Third party data integrations modules powered by a direct API integration Non-standard Yext integration modules Design and configuration of up to 15 data capture tasks A data capture task is a customizable field a user can edit, add or delete information from within the Yext Knowledge Graph. Each data capture task must correspond to a single, existing platform field. All data capture tasks will visually and functionally match the Yext Knowledge Graph All tasks will be routed through Yext’s approval workflow and configured to surface current approval status where applicable Yext Responsibilities: Custom module and data capture task designs Configuration and deployment of custom modules and data capture task templates to Client’s home screen setup. Deploy & monitor custom home screen Client Responsibilities: Communicate to Yext all custom business rules or provide third party, direct API integration instructions Approve custom module and data capture task designs & setups Provide approval for deployment of the custom home screen configurations

*Yext will invoice Client for any Map API fees incurred by Yext for which Client has not paid.

Yext White Glove Services Descriptions

The descriptions set forth below with respect to a given Yext White Glove Services Product only apply to the extent that Client is purchasing such Product, as indicated on the Client’s Subscription Schedule. In addition, any features, enhancements and/or functionality not described herein are considered outside of the scope of the specific White Glove Services Products and will be treated as standalone projects subject to separate signed, written Statements of Work between the Parties.

Yext’s ability to deliver the White Glove Services Products described herein within any estimated time frames is contingent upon Client’s timely performance of all tasks and responsibilities described in the White Glove Services Product descriptions below and elsewhere in the applicable Agreement. Client’s failure to perform in a timely manner or provide requested information and/or materials in a timely manner, may result in delays and additional costs.

Multi-Language Support: Support is available in English, Italian, German, Spanish, French, and Japanese.

White Glove Services Product	What’s Included
Platform Assistance	· Provide Support through Phone, Email, Chat (Currently, Email is the only support offered outside of US) · Hours of Operation: M-F 9 AM – 5 PM · Questions answered will include: o Platform How-to o Debugging/troubleshooting o Listing Issues + Questions o Assistance with the Yext Platform · Questions outside the realm will be escalated back to the client · Maximum of 100 Calls/Emails Total/Year/License
1:1 Training & Advisory	· Yext to conduct two thirty (30) minute scheduled 1:1 trainings/year to each field user · Recommended trainings include: o Intro training call at implementation o Account Audit/Optimization call after 6 months o New topics and technology calls
Managed Review Response	· Yext will respond to, triage, and label customer reviews for Client within its Yext account using brand guidelines and strategy agreed upon by Yext and Client. · Reviews (for purposes of quantifying subscription usage) are defined as any reviews that are responded to, triaged, and/or identified for further action by Yext, within Client’s Yext account. Actions may include, but are not limited to: o Posting a response to a review; o Applying a Review Label to a review for the purposes of tracking or escalation; or o Notifying the client of a review for the purposes of tracking or escalation. · Maximum of one thousand (1000) reviews/year/subscription · Target response time for each review is 2 business days. Yext will make commercially reasonable efforts to respond to all reviews within 2 business days barring unexpected issues with Publishers, linked accounts, or platform updates. · Yext will only respond to reviews on Publisher Sites that support Yext’s native Review Response feature within the Yext platform. · Yext will staff fluent speakers in English, French, and German to accommodate Client’s market needs. Yext reserves the right to use pre-approved, templated responses for any additional languages.
Content Approvals	· Approvals will be based on the brand/compliance guidelines shared by the client · Yext will also approve/reject/escalate content based on guidelines provided by the Client · Maximum of five (5) fields for content approvals
Program Promotion	· One (1) Webinar/Month · Topics will range from: o Program overview/onboarding o How-to-training o SEO Strategy o Optimization Services o Any New Products/Features released · Yext will assist in sending marketing email to all field users, where to sign up, and a recap email afterwards · Yext Representatives will travel to up to two (2) conferences/year which includes a booth (maximum of $2,000), platform/product demo, and breakout session.