Copyright ©2015, Korn Ferry. All Rights Reserved.
OFILOR®
Service Level Agreement and Miscellaneous Fees
for PROFILOR and Time2Change
Table of Contents
Data Collection Technical Support
Site Maintenance and Downtime Schedule
SyStems administration Training
Technical Support for Administration system
Support for North, Central, and South America; Asia/Pacific
Support for Europe, Middle East, and Africa
Automatic Logout Times for Data Collection and ADMINIstration sites
Processing Times for Participant Feedback Reports
Processing Times for Reports Showing Aggregate Data (optional)
Holiday Processing Schedule
Reports processed in the United States
Reports processed in Derby, United Kingdom
Ordering and Shipping Times
Shipping (US ONLY)
Shipping (Europe, Middle East, Africa, Asia/Pacific)
Additional Services and Fees
Batch Management by a 360 Project Coordinator
BATCH Management by Client
1
Copyright 2015Korn Ferry. All Rights Reserved.
Service Level Agreement and Miscellaneous Fees
for PROFILOR and Time2Change
Korn Ferry supports your 360 projects by providing the following services at no additional cost:
Multilingual data collection website, used by Participants (the people being rated) and Respondents (the people entering feedback about the Participant) to answer the 360 survey. Available 24hours a day, 7 days a week.
The PROFILOR/Time2Change administration website, which allows you to set up participants, set the processing date for feedback reports, monitor the progress of data collection activity, send emails to Participants and Respondents, view reports, etc. Available 24 hours a day, 7 days a week.
Training modulesare available to help your staff use the administration system effectively and efficiently. Please contact to obtain the links.
A 360 Project Coordinator will beassigned to you to provide support and answer questions.
When necessary, system tests are conducted to ensure that email and Internet access will proceed without problems that can be caused by firewall issues, Spam filters, or network virus protection. If there are any changes to your network or Internet security systems after the testing, please contact us so that we can work with your IT department to ensure error-free implementations of your 360 projects.
Data Collection Technical Support
Participants and Respondentsrequiring technical assistance can send an email to. Hours of support are listed below.
Location / Availability / NotesAmericas / 6:00 A.M. – 6:00 P.M.
US Central Time
Monday – Friday, excluding holidays / English only
Issues addressed by standard solutions are closed within 4 business/help desk hours of receipt.
Issues requiring escalation are sent status email within 4 business/help desk hours
Europe / 8:30 – 17:30 CET
7:30 – 16:30 GMT
Monday – Friday, excluding holidays / English only.
Responses within 4 business hours of receipt.
Asia / 9:00 – 17:00 Shanghai local time, 1:00 – 9:00 GMT
Monday – Friday, excluding holidays / English and Chinese support.
Site Maintenance and Downtime Schedule
Software Releases: The data collection and administration websites are down periodically so that we can implement enhancements and software releases. This occurs approximately once a month on Saturday between approximately: 4:00 am to 6:00 am (US Central Time); 10:00 am to noon (United Kingdom); 11:00 am to 1:00 pm (France), 9:00 pm to 11:00 pm (Sydney, Australia); 8:00 pm to 10:00 pm (Japan).
SyStems administration Training
Theseself-paced, video training modules are available and cover the functions for using the PROFILOR/Time2Change administration system, including setting up Participants, sending email invitations and reminders, checking survey status information, and viewing feedback reports. To obtain access, please send an email to the support desk at .
Technical Support for Administration system
Support for North, Central, and South America; Asia/Pacific
5900 Baker Avenue, Minnetonka, MN 55345 / Phone: USA: 877.477.1416 Local Minnesota: 952.746.5747Outside USA: +1.952.746.5747
Email:
System Support Hours:
6:00 AM to 6:00 PM (United States Central Time)
Support for Europe, Middle East, and Africa
Unit 7Derwent Business Centre
Clarke Street
DERBY
DE1 2BU
UK / Main Switchboard +44 (0) 0115 9575914
Fax Number +44 (0) 115 9253752
Email:
System Support Hours:
8:30 - 17:30 CET; 07:30 – 16:30 GMT (Monday through Friday)
Automatic Logout Times for Data Collection and ADMINIstration sites
Data Collection: The system will not automatically log out Participants or Respondent who use the 360 or Time2Change Data Collection.
Administration: If there is no activity in the administration system for 45 minutes, the system will automatically log out to help protect the confidentiality of feedback reports.
/ Note: / Your organization may have additional restrictions which control Internet access time. These restrictions may supersede the automated logout times stated above.Processing Times for Participant Feedback Reports
Batches of Participants can have feedback reports produced based on data requirements or have a specific cut-off date that is assigned. Once the data point or cut-off date is reached, Participants and Respondents can no longer submit surveys.
Availability of Individual Feedback Reports after cut-off date:
Online Feedback Reports: 1 full business day
Example: If surveys cutoff Friday midnight US Central Time (Saturday morning 6AM GMT), the report would be posted online by Monday midnight US Central Time (Tuesdaymorning 6AM GMT).
Paper Feedback Reports: 3 full business days (plus shipping time).
Example: If surveys cutoff Fridaymidnight US Central Time (Saturday morning 7 AM GMT), the report would be shipped no later than the end of the work day on WednesdayUS Central Time. Note: All clients who receive paper feedback reports will also have the reports posted online, according to the schedulenoted for online feedback reports.
Processing Times for Reports Showing Aggregate Data (optional)
A minimum of 4 participants using the same PROFILOR® model are needed.
Batch Reports – Includes participants from the same batch; report issent 3 business days after the request (allow additional time for shipping).
Group Reports – Includes participants across multiple batches or matching specified criteria; report issent 5 business days after request (plus shipping).
Please refer to page 8 for group report and batch report fees.
Holiday Processing Schedule
Reports processed in the United States
Affects clients in North, Central, South America and Asia/Pacific countries
Note: All dates are based upon US Central Time
Holiday / Batch Inactive Date / Online Report Posted / Ship Report*January 1, 2016 (Friday) / December 29
December 30
December 31– Jan 3 / December 30
December 31
January 4 / January 4
January 5
January 6
May 30, 2016 (Monday) / May 25
May 26
May 27 - 30 / May 26
May 27
May 31 / May 31
June 1
June 2
July 4, 2016 (Monday) / June 29
June 30
July 1 - 4 / June 30
July 1
July 5 / July 5
July 6
July 7
September 5, 2016 (Monday) / August 31
September 1
September 2 – Sept 5 / September 1
September 2
September 6 / September 6
September 7
September 8
November 24, 2016 (Thursday)
November 25, 2016 (Friday) / November 21
November 22
November 23 – 27 / November 22
November 23
November 28 / November 28
November 29
November 30
December 23, 2016 (Friday)
December 26, 2016 (Monday) / December 20
December 21
December 22- 26 / December 21
December 22
December 27 / December 27
December 28
December 29
January 2, 2017 (Monday) / December 28
December 29
December 30 – Jan 2 / December 29
December 30
January 3 / January 3
January 4
January 5
* For clients who receive hard-copy feedback reports
Reports processed in Derby, United Kingdom
Affects clients in Europe, Middle East, and Africa countries
Holiday / Batch Inactive Date / Online Report Posted / Ship Report*The Derby office will be closed December 25 – January 1, 2016
Online reports will be produced out of our US office / December 22
December 23
December 24 - 27
December 28
December 29
December 30
December 31 – January 3 / December 23
December 24
December 28
December 29
December 30
December 31
January 4 / December 24
January 6
January 6
January 6
January 6
January 6
January 6
March 25, 2016 (Friday)
March 28, 2016 (Monday)
Online reports will be produced out of our US office / March 22
March 23
March 24- 28 / March 23
March 24
March 29 / March 29
March 30
March 31
May 2, 2016 (Monday)
Online reports will be produced out of our US office / April 27
April 28
April 29 - May 2 / April 28
April 29
May 2 / May 3
May 4
May 5
May 30, 2016 (Monday) / May 25
May 26
May 27 - 30 / May 26
May 27
May 31 / May 31
June 1
June 2
August 29, 2016 (Monday)
Online reports will be produced out of our US office / August 24
August 25
August 26 - 29 / August 25
August 26
August 30 / August 30
August 31
September 1
The Derby office will be closed December 24 – January 2, 2016
Online reports will be produced out of our US office / December 21
December 22
December 23 - 26
December 27
December 28
December 29
December 30 – January 2 / December 22
December 23
December 27
December 28
December 29
December 30
January 3 / December 23
January 5
January 5
January 5
January 5
January 5
January 5
* For clients who receive hard-copy feedback reports
Ordering and Shipping Times
Shipping (USONLY)
FedEx Shipping Options (Delivery times refer to shipments within the US. Additional time may be needed for international shipments.)
Express saver delivery:3 days (standard shipping)
2 day air: 2 days
Standard overnight:delivery next day by 3:00 pm
Priority overnight: next day by 10:30 am
First overnight: early delivery by 8:30 am next day
Saturday delivery: by 1:30 pm
Shipping (Europe, Middle East, Africa, Asia/Pacific)
FedEx Shipping Options (delivery times within Europe)
FedEx International First: 2 business days,delivery by 8:30am to select European Cities
FedEx International Priority: 1-3 business days
FedEx International Economy: 2-5 business days
FedEx Domestic UK shipping: By next day, close of business (UK destinations only)
Note: / For all shipping locations, the actual shipping charges for materials other than Feedback Reports will be billed separately.Additional Services and Fees
Additional Reports Offered and Additional Report Services– ordered via 360 Project Coordinator / US Dollars / €uros
Batch and Group Report
Aggregate data from individual 360 reports. A minimum of 4 participants using the same PROFILOR/Time2Changemodel are needed.
Batch Reports – Includes Participants from the same batch; report available3 business days after request (plus shipping).
Group Reports – Includes Participants from more than one batch, or specified criteria; report available5 business days after request (plus shipping).
* Group Report Consulting – Although clients can order group reports, greater benefit is derived when group reports are ordered in combination with consulting. Korn Ferry Consulting adds value by helping clients to extract and interpret the most meaningful data. This analysis is most useful for determining critical skill gaps, the need for additional training and development, identification of coaching strategies, and other organization development implications related to the organization's strategy. / $350* each / 310€*
each
Additional Bound Feedback Report Copies (ordered within one year of the cut-off date)
Second issue of a 360 feedback report. Includes a bound report with PROFILOR covers but no additional collateral. Copies are initiated when a subsequent order for a report is placed after the original report is printed. Report copies do not include new data. 3business days (plus shipping).
After the report is generated, you can print reports yourself from the administration site for no additional charge for one year from the original posting of the feedback report or the batch cut-off date. / $35
each / 30€
each
Additional Stapled Feedback Report Copies (ordered through your 360 Project Coordinator within one year of the cut-off date)
Second copies are normally generated at the same time as the first copy and are typically used as coaches’copies. 3business days (plus shipping).
After the report is generated, you can print reports yourself from the administration site for no additional charge for one year from the original posting of the feedback report. / $15
each / 15€
each
Additional Copies of Feedback Report more than one year old (ordered through the Project Coordinator)
Includes a bound report with PROFILOR covers (but no additional collateral) or a PDF copy of the report. Report copies do not include new data. 3business days (plus shipping). / $50
each / 40€
each
Adding Paper Report to a Project Setup for Online Reports
AParticipant is setup in a project with online-only reports, but needs a hardcopy paper report. This includes all report collateral - bound report, cover, and development guide. / $60
each / 55€
each
Feedback Report Rerun in a Different Language
To do this, contact your project coordinator for help. This will appear as a participant reactivation on the invoice. Please note that the original report on the administration system will be replaced with the new language, so be sure to save the original report, if needed. The replacement will be posted 1full business day after the request. / $60
each / 55€
each
Expedited Reports
Should you need a report expedited, please check with your Project Coordinator to see if the production schedule can accommodate your request. Price is per Participant. / $50 / 40€
Additional Participant Services / US Dollars / €uros
Participant Reactivation (includes reprocessing the feedback report)
This allows the collection of additional online data for unsubmitted surveys or perspective changes after the cut-off date has passed. You can do this via the administration system, by moving a Participant to a new batch with a later cut-off date. The feedback report will automatically reprocess with any additional data after the new cut-off date. The price includes the report reprocessing. / $60 / 55€
Batch Management by a 360 Project Coordinator for 360 or Time2Change Batch
Upon request, a 360 Project Coordinator will manage your process including setting up the batch, adding Participants, and sending emails. For more details, see page 10. Price is per Participant, per batch. / $25 / 20€
Additional Materials
Development Guide .PDF (for online reports). Request from your project coordinator. / No Charge
Development Plan Word Template (for online reports). Request from your project coordinator. / No Charge
BatchManagement by a 360 Project Coordinator
Below is a summary of the 360 Project Coordinatorand Client responsibilities if you choose to have a 360 Project Coordinator manage your batches.
Please refer to page 9 for Batch Management pricing.
STEP / Process / Responsibility1. / The 360 Project Coordinator will provide you with a Batch Management Request form, and in case of a large group, a Participant Upload template. You will also receive a list of the projects that are available to your User Group. We will send you an updated list, as necessary. / 360 PC
2. / You will provide your Project Coordinator with a completed Batch Management Request form, and for a large group, a completed Participant Upload template.
The Batch Management Request form includes:
- Batch name
- Date reports are needed
- Shipping and billing information
- If you would like the Participant to be notified when the report will be posted online.
3. / Your Project Coordinator will set up the batch using either an interval-based, data-driven process or with a cut-off date if you need your reports within a certain timeframe. The cut-off date should be at least one full business day before you need the reports available online.
If your project includes hard copies of reports, they will be shipped 3 business days after the batch cut-off date. Delivery date depends upon the destination and shipping method. Expedited shipping is available upon request.
Your Project Coordinator will:
- Load the batch participants and launch the initial emails.
- Send you an email that contains the batch information and verification that the initial emails have been sent to Participants.
4. / Your Project Coordinator will send email reminders once a week to Participants and Respondents who have not submitted their responses. We will also answer any questions you may have and assist you with the resolution of any issues that might arise during or after the data collection process. / 360 PC
5. / Your Project Coordinator will send you a weekly batch status. The batch status will denote which Participants are missing their own and/or their boss’s completed survey. / 360 PC
6. / You will review status updates sent by your Project Coordinator. Please follow up with Participants directly as necessary.
Note: With the exception of the Boss and Self perspectives, if only 1 Respondent has submitted data within a specific Respondent group, that datawill roll into the “Other” perspective. If “Other” does not contain at least 2Respondents, this data will be dropped. / Client
7. / You will review the batch with your Project Coordinator prior to the cut-off date. By working with your Project Coordinator before the batch’s cut-off date, you will ensure an optimum level of participation.
Note: Failure to communicate with your Project Coordinator before the cut-off date may result in reports being processed “as-is” on the business day after the batch cut-off date. A fee will apply for each Participant who needs to be reactivated after the batch cut-off date. / Client
8. / The 360 project Coordinator will contact you 2business days prior to the cut-off date to review the batch status and discuss any necessary actions. Contact will be via email and/or phone. / 360 PC
9. / Electronic copies of the feedback reports will be posted online one full business day after either the batch cut-off date or once the Participant has reached the data requirements in an interval-based batch. Your Project Coordinator will send you an email with a link to access the reports online, your Login ID, and instructions for downloading reports. If your project includes hard copies of reports, they will be shipped 3business days after the report generation date. Delivery date depends upon the destination and shipping method. / 360 PC
10. / You will schedule the appropriate certified feedback provider to review the results with the participant. / Client
CONTACT FOR SUPPORT:
If Participants and their Respondents have question, they should email our Help Desk .
Reminder: Individual Participants should not contact the Project Coordinator.
Human Resources Coordinators, please contact your Project Coordinator with any questions or changes you may have. If you encounter any difficulty reaching your Project Coordinator you may reach our Support Desk by dialing 1-952-746-5747 or 1877-477-1416 or internationally+44 (0) 0115 9575914.