UserTesting Professional Services - Statement of Work
UserTesting’s standard Professional Services product offerings are outlined below to provide clarity and transparency into the scope of each service. Each offering includes a detailed description to help you understand what is included. When a standard Services product is selected, no custom statement of work (SOW) is required as your Order Form will include a reference to these terms. For custom engagements, a tailored SOW will continue to be provided. This Statement of Work is subject to (i) UserTesting’s General Terms and Conditions or, (ii) any Agreement between you and UserTesting, if one exists. All capitalized terms not defined below shall have the same meaning as set forth in the applicable Order Form, General Terms and Conditions, or Agreement.
Table of contents
Statement of Work: Team Enablement
1. Service Overview
Team Enablement provides personalized, consultant-led training to help cohorts of up to ten (10) users gain the knowledge and skills needed to use the UserTesting platform effectively. The service accelerates adoption and builds platform confidence by aligning enablement with customer goals.
2. Scope of Services and Deliverables
UserTesting will deliver the following:
- One (1) Discovery Session (up to 60 minutes) to identify customer goals and focus areas
- Three (3) Focus Sessions:
- Two (2) tailored Focus Sessions (up to 60 minutes each) delivering enablement content based on the Discovery
- One (1) Focus Session (up to 60 minutes) for live Q&A and additional guidance
- Enablement for up to ten (10) users per service unit purchased
- Sessions conducted in English
- UserTesting may be able to deliver sessions in other languages (e.g., French, Spanish, German, Cantonese) depending on region and consultant availability. However, language support beyond English is not guaranteed.
- Sessions will be delivered virtually. Customer requests for in-person meetings must be agreed to in writing by UserTesting. The customer is responsible for covering all travel, accommodation, and related expenses.
3. Customer Responsibilities
- Assign a primary point of contact with decision-making authority.
- Confirm user availability and participation for scheduled sessions.
- Provide timely input, approvals, and materials as required.
- Maintain an active UserTesting subscription and any required credits or session units; should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term
4. Limitations and Exclusions
- Team Enablement does not include custom research delivery or platform configuration. Each unit covers a maximum of ten (10) users; additional cohorts require additional Team Enablement units.
- Sessions must be scheduled and delivered within sixty (60) calendar days of the Subscription Start Date; unused sessions will be forfeited unless otherwise agreed at UserTesting’s sole discretion.
5. Delivery and Timelines
- All sessions must be completed within sixty (60) calendar days of the Subscription Start Date.
- Sessions are delivered remotely during standard business hours in the Customer’s region.
- A minimum of five (5) business days’ notice is required for scheduling.
6. Prerequisites
- An active UserTesting subscription
7. Pricing and Term
- Team Enablement is a one-time, non-recurring service. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
8. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Rescheduling of confirmed sessions requires at least two (2) business days’ notice.
- Services must be used within the contract term; services beyond the expiration of such term are forfeited unless otherwise agreed in writing by UserTesting.
Statement of Work: Account Configuration
1. Service Overview
Account Configuration provides guided, expert-led support to help customers set up their UserTesting platform instance in alignment with their workflows, reducing setup friction and creating reusable assets.
2. Scope of Services and Deliverables
UserTesting will deliver the following:
- One (1) Discovery Session (up to 60 minutes) to understand team structure, research goals, and platform needs
- Two (2) live Focus Sessions (up to 60 minutes each) for configuration and coaching
- Assistance with setting up:
- Workspaces, folders, seat assignments, and session unit allocation
- Approval flows and governance structure
- Up to two (2) reusable test plan templates (max 10 questions each)
- Up to two (2) audiences (max 5 screener questions each)
- Consultative support to help customers understand how to operationalize research using their available UserTesting features
- Sessions conducted in English
- UserTesting may be able to deliver sessions in other languages (e.g., French, Spanish, German, Cantonese) depending on region and consultant availability. However, language support beyond English is not guaranteed.
- Sessions will be delivered virtually. Customer requests for in-person meetings must be agreed to in writing by UserTesting. The customer is responsible for covering all travel, accommodation, and related expenses.
3. Customer Responsibilities
- Assign a primary point of contact with decision-making authority.
- Provide timely access to user lists, team structures, and existing test assets.
- Ensure availability of relevant stakeholders for scheduled sessions.
- Maintain an active UserTesting subscription and any required tests, credits, or session units; should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term.
4. Limitations and Exclusions
- Service does no include end-to-end research projects or insight services.
- Technical configuration of integrations is not included; overviews only.
- Only two (2) templates and two (2) audiences are included per unit
- This service supports configuration for a single team or department. If additional teams or departments have distinct needs, the Customer may either:
- Purchase additional Account Configuration units, or
- Supplement with additional Professional Services hours
- Unused sessions or scope items are not carried forward or substituted.
5. Delivery and Timelines
- All sessions must be scheduled and delivered within sixty (60) calendar days of the Subscription Start Date.
- Sessions are delivered remotely during standard business hours in the Customer’s region.
- A minimum of five (5) business days’ notice is required for scheduling.
6. Prerequisites
- An active UserTesting subscription
7. Pricing and Term
- Account Configuration is a one-time, non-recurring service. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
8. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Rescheduling of confirmed sessions requires at least two (2) business days’ notice.
- Services must be used within the contract term; services beyond the expiration of such term are forfeited unless otherwise agreed in writing by UserTesting.
Statement of Work: Premium Onboarding
1. Service Overview
Premium Onboarding is a comprehensive onboarding experience that combines account setup, team enablement, and the delivery of a guided, real-world research study to accelerate adoption and build confidence.
2. Scope of Services and Deliverables
UserTesting will deliver the following:
- Account Configuration (as described in the Account Configuration Statement of Work)
- Team Enablement (as described in the Team Enablement Statement of Work)
- One (1) unmoderated End-to-End Starter Study (the “Study”) conducted in the customer’s platform, including:
- Up to 20 participants (profiles that can be delivered on the UserTesting Network are heavily advised)
- Up to 3 tasks (maximum of 20 minutes duration)
- Up to 10 survey questions
- One (1) highlight reel (max 10 minutes)
- Study is typically delivered within 3-5 weeks of kickoff
- UserTesting will draft the study design after a discovery session and make up to two (2) rounds of revisions. Revisions shall be delivered via one 30-minute video call and one via email unless otherwise agreed in writing.
- Alternative Studies may be requested by Customer, but subject to UserTesting’s sole discretion, which shall consider, among others, the scope of the alternative study. Suggested examples (not guaranteed):
- Remote Moderated Interviews (up to 6 participants, max 30 minutes each)
- Remote Unmoderated Interviews (up to 12 participants, max 20 minutes each)
- Interaction Test, Survey, Card Sort, or Tree Test (up to 100 participants, max 20 minutes each)
- Sessions conducted in English
- UserTesting may be able to deliver sessions in other languages (e.g., French, Spanish, German, Cantonese) depending on region and consultant availability. However, language support beyond English is not guaranteed.
- Consultative support to help customers operationalize research using their subscription features
- The Study will consume Session Units purchased by Customer. Additional Session Units can be purchased separately.
- Customer recognizes that if desired contributors cannot be found on the UserTesting Network, the cost of this engagement may be impacted. In such case, UserTesting and Customer may request recruiting additional contributors via UserTesting’s vendor partners at an additional cost to be agreed between the parties.
- Sessions will be delivered virtually. Customer requests for in-person meetings must be agreed to in writing by UserTesting. The customer is responsible for covering all travel, accommodation, and related expenses.
3. Customer Responsibilities
- Assign a primary point of contact with decision-making authority.
- Ensure stakeholder participation across setup, enablement, and research activities. Delays in stakeholder input or study design approval may impact timelines and delivery quality.
- Provide workflows, team structure, and approval for study design promptly.
- Maintain an active UserTesting subscription and any required credits or session units; should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term.
4. Limitations and Exclusions
- Study is primarily for onboarding demonstration only, not a full insight services engagement. This study is designed to be run alongside the team enablement and account configuration parts of this engagement.
- Study parameters are fixed unless otherwise agreed in writing.
- Customer may only have up to ten (10) users attend the Team Enablement services; additional teams require purchase of extra Team Enablement units.
- If additional teams need enablement without a new study, the Customer may purchase additional Team Enablement units (one per cohort of up to ten users).
- Sessions and study delivery must be completed within sixty (60) calendar days of the Subscription Start Date; unused elements are forfeited unless otherwise agreed in writing by UserTesting.
- Additional fees may apply if custom recruitment via a third party partner is required due to contributor unavailability in the UserTesting Network.
- Services run exclusively on the Customer’s platform instance using the Customer’s session units or participant credits; no external tools or platforms are supported.
5. Delivery and Timelines
- All onboarding activities and study delivery must be completed within sixty (60) calendar days of the Subscription Start Date.
- Sessions are delivered remotely during standard business hours in the Customer’s region.
- A minimum of five (5) business days’ notice is required for scheduling and is dependent on mutual availability.
6. Prerequisites
- An active UserTesting subscription
- Sufficient test units, session units, or participant credits
7. Pricing and Term
- Premium Onboarding is a one-time, non-recurring service. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
8. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Rescheduling of confirmed sessions requires at least two (2) business days’ notice.
- Services must be used within the contract term; services beyond the expiration of such term are forfeited unless otherwise agreed in writing by UserTesting.
Statement of Work: Strategic Consults
1. Service Overview
Strategic Consults provides ongoing, expert-led guidance—one session per calendar month—to help customers establish, grow, and optimize their experience research program.
2. Scope of Services and Deliverables
UserTesting will deliver:
- One (1) Strategic Consult session per calendar month of the existing subscription of up to one (1) hour, on topics reasonably requested, such as:
- Roadmapping and KPI alignment
- Research workflow optimization
- Stakeholder engagement and change management
- Best-practice frameworks and benchmarking
- Topics are determined collaboratively each month; the first session(s) is recommended to assess current state and agree on priority areas. Customer and UserTesting should revisit topics as appropriate.
- Topics may include proactive best-practice group training or deep-dive methodology workshops.
- Sessions conducted in English
- UserTesting may deliver sessions in other languages (e.g., French, Spanish, German, Cantonese) depending on region and consultant availability. However, language support beyond English is not guaranteed
- Sessions will be delivered virtually. Customer requests for in-person meetings must be agreed to in writing by UserTesting. The customer is responsible for covering all travel, accommodation, and related expenses.
3. Customer Responsibilities
- Appoint a primary point of contact with decision-making authority.
- Provide clear objectives and relevant background in advance of each session.
- Coordinate stakeholder attendance as needed.
- Work jointly with UserTesting to define and revisit session topics over time.
- Maintain an active UserTesting subscription; should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term.
4. Limitations and Exclusions
- Each unit of Strategic Consult services shall have no more than one (1) session per calendar month. Customer may purchase multiple Strategic Consult units to increase the number of monthly sessions.
- Unused sessions do not roll over; forfeited thereafter unless otherwise agreed in writing by UserTesting.
- Strategic Consult services do not include hands-on research execution or project delivery.
- Strategic Consults do not provide ad-hoc research support outside of the strategic consult sessions.
5. Delivery and Timelines
- Sessions are scheduled by mutual agreement, with at least five (5) business days’ notice.
- Sessions are delivered remotely during standard business hours in the Customer’s region.
6. Prerequisites
- An active UserTesting subscription
7. Pricing and Term
- Strategic Consults is a recurring service with a minimum term of twelve (12) months, not cancellable mid-term. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
8. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Rescheduling requires at least two (2) business days’ notice.
- Services must be used within the contract term; services beyond the expiration of such term are forfeited unless otherwise agreed in writing by UserTesting.
Statement of Work: Transformation Program
1. Service Overview
The Transformation Program is a structured, change-management engagement designed to drive organizational adoption of human insights and embed research best practices over a twelve-month period. It renews annually, with scope and priorities evolving over time.
2. Scope of Services and Deliverables
UserTesting will deliver, over each twelve-month term:
- One Tailored Intensive Engagement: A single, up to forty (40)-hour intensive engagement—designed collaboratively with the customer—and scheduled at the phase of the journey where hands-on support is most needed.
- The intensive may be scheduled flexibly at any point, but must be used or scheduled within the first 75% of the term (i.e., first nine months) or set dates agreed in writing as part of the overall delivery plan. If requested late without prior scheduling, UserTesting cannot guarantee availability.
- In multi-year agreements, each year’s intensive must be used or scheduled within that year’s term and cannot roll over.
- Twelve (12) Monthly Consult Sessions: One (1) session per calendar month of up to one (1) hour to review progress and adjust the roadmap.
- Sessions conducted in English; other languages (e.g., French, Spanish, German, Cantonese) at UserTesting’s discretion based on region and availability.
3. Customer Responsibilities
- Appoint a dedicated sponsor or point of contact with decision-making authority.
- Collaborate on planning and prioritizing the intensive and consult sessions.
- Provide required assets (e.g., process documentation, metrics) before sessions.
- Actively participate in all sessions.
- Maintain an active UserTesting subscription and any required credits or session units; should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term.
4. Limitations and Exclusions
- The 40-hour intensive must be used or scheduled within the first 75% of each term (or on dates agreed in writing); otherwise availability cannot be guaranteed.
- Monthly consult sessions do not roll over; unused sessions are forfeited unless otherwise agreed in writing by UserTesting.
- End-to-end research execution is not included.
- Any work outside agreed scope requires a separate agreement and may incur additional fees.
5. Delivery and Timelines
- All activities must be scheduled and completed within each twelve-month term commencing on the Subscription Start Date.
- A minimum of five (5) business days’ notice is required to schedule each session.
- Sessions are delivered during standard business hours in the Customer’s region.
- Sessions will be delivered virtually. Customer requests for in-person meetings must be agreed to in writing by UserTesting. The customer is responsible for covering all travel, accommodation, and related expenses.
6. Prerequisites
- An active UserTesting subscription
7. Pricing and Term
- The Transformation Program is sold as a twelve-month service, renewing thereafter; not cancellable mid-term. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
8. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Rescheduling requires at least two (2) business days’ notice.
- Services must be used within the contract term; services beyond the expiration of such term are forfeited unless otherwise agreed in writing by UserTesting.
Statement of Work: Strategic Insights Partner (SIP)
1. Service Overview
The Strategic Insights Partner (SIP) is an expert-led, ongoing partnership embedding best practices, scaling adoption, and driving long-term change as a semi-permanent extension of the customer’s team. A dedicated Research Consultant will act as a trusted advisor, helping to scale research practices, embed insights, and support maturity goals across the organization.
2. Scope of Services and Deliverables
UserTesting will deliver, as agreed:
- A dedicated SIP resource providing one of the following bundles as set forth in the applicable Order Form:
- 15 hours/month
- 20 hours/month
- 10 hours/week
- 20 hours/week
- Activities may include: maturity assessments, roadmap development, program design, change management, governance advisory, research ops optimization, and coaching
- Services will be available during Customer’s standard business hours, typically within one time zone; exceptions may be made at UserTesting’s discretion.
- Sessions will be delivered in English; other languages (e.g., French, Spanish, German, Cantonese) may be available at UserTesting’s sole discretion based on region and availability.
- Services are delivered by a Lead Research Consultant with extensive experience in user research and UserTesting’s platforms. This consultant serves as the primary delivery resource, supporting both strategic and tactical initiatives. A Senior Director will provide program oversight and serve as a point of escalation, ensuring alignment with engagement goals and delivery expectations.
- UserTesting will ensure that, when the assigned consultant is scheduled for planned time off, another qualified consultant is available to cover critical activities. Any planned absences will be communicated at least two weeks in advance (to the extent possible), and the backup consultant will have full context on ongoing initiatives.
- The SIP supports one initiative at a time and collaborates with the Customer to prioritize work. Additional consultants may be brought in at UserTesting’s discretion, with all time drawing from the Customer’s allocated bundle.
3. Customer Responsibilities
- Appoint a primary point of contact with decision-making authority.
- Collaborate on goal-setting and roadmap planning.
- Provide timely access to stakeholders, data, and systems.
- Maintain an active UserTesting subscription and any required credits or session units; should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term.
- Promptly engage in milestone activities, including completing pre-work, attending scheduled sessions, and reviewing deliverables.
4. Limitations and Exclusions
- SIP hours are fixed and non-transferable; unused hours do not roll over to future periods.
- SIP engagements must be for a minimum of six months and can be extended or renewed upon written agreement.
- Daily usage caps apply: 4 hours/day (monthly bundles), 5 hours/day (10 hrs/week), or 6 hours/day (20 hrs/week); exceptions may be made at UserTesting’s discretion (e.g., for full-day workshops).
- Ad-hoc availability outside agreed hours is at UserTesting’s discretion.
- End-to-end, high-volume research execution is not included, but this individual can use their time to aid in running research for a customer within the boundaries of the scope of how the hours can be used.
- Any work outside the agreed scope requires a separate agreement and may incur additional fees.
- Services will not be available on holidays in the consultant’s region, subject to UserTesting’s discretion. Customer will receive prior notice of any days not to be worked.
- Hours may not be used across multiple workgroups unless otherwise agreed.
- Services must be used within the contract term; expired services beyond the expiration of such term are forfeited unless otherwise agreed in writing by UserTesting.
5. Delivery and Timelines
- Engagements begin on the Subscription Start Date, provided that UserTesting will require lead time to assign a resource of up to 4 weeks.
- Sessions will be delivered during standard business hours in the Customer’s region.
- Sessions will be delivered virtually. Customer requests for in-person meetings must be agreed to in writing by UserTesting. The customer is responsible for covering all travel, accommodation, and related expenses.
- Response time for inquiries during business hours is typically within 24 hours unless the SIP is actively engaged in a scheduled activity.
- Prioritized initiatives will be managed collaboratively, typically through a shared tracking tool such as a Monday board.
6. Prerequisites
- An active UserTesting subscription
7. Pricing and Term
- SIP is sold as a multi-quarter or multi-year service; minimum six-month term; not cancellable mid-term. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
8. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Customer may reschedule any session upon no less than two (2) business days’ notice.
- Services must be used within the contract term; services beyond the expiration of such term are forfeited unless otherwise agreed in writing by UserTesting.
- UserTesting reserves the right not to assign the same SIP if additional hours are purchased beyond the initial agreement, though continuity will be prioritized.
Statement of Work: Foundational Insights Program
1. Service Overview
One (1) full-service user research study per calendar month, delivered by a dedicated researcher, to integrate human insights into your process via standard research methods. Each study is conducted end-to-end and scoped independently, with an estimated timeline and study plan provided before work begins. Only one study may be conducted at a time.
2. Delivery Approach and Staffing
- Kickoff and Scoping: Upon Order Form execution, UserTesting schedules a kick-off meeting to define study objectives, scope, timeline, and deliverables.
- Study Planning: The assigned Researcher drafts the study design (methodology, tasks, questions) and submits it for Customer review.
- Build and Fielding: The Researcher configures and launches the study in the Customer’s platform instance, using the Customer’s session units or participant credits.
- Analysis and Reporting: The Researcher analyzes the results, synthesizes findings, and prepares a report deck (up to ten slides). Deliverables may be customized to use Customer-provided templates if requested.
- Readout: One (1) live readout session (up to 45 minutes) to present findings and answer questions.
- Staffing Plan:
- Researcher: Leads all phases of the study, including scoping, design, test configuration, analysis, and delivery of insights
- Research Manager: Ensures overall quality and alignment to program expectations
3. Scope of Services and Deliverables
- Frequency: Up to one (1) study per calendar month. Each study is capped at 40 total hours of work.
- Methodologies (choose one per month):
- Moderated Interviews: Up to 6 participants, 30 minutes each
- Unmoderated Think-Out-Loud (TOL): Up to 10 participants, 20 minutes each
- Surveys: Up to 150 participants, 10 minutes each, with up to 3 open-ended questions
- Study Limits:
- Single device type (Desktop or Mobile)
- One audience segment (up to two screener criteria)
- Up to three tasks per study
- Targeted at general population audiences in the U.S. or U.K., as applicable
- No complex logic, manual video coding, or group comparisons
- Multi-region studies, comparative analysis, behavioral coding, or use of external tools (e.g., surveys outside UserTesting) are excluded.
- Deliverables:
- Ten-slide PowerPoint or PDF report
- One (1) live readout session (up to 45 minutes)
- Language: Delivered in English. Other languages (e.g., French, Spanish, German, Cantonese) may be available at UserTesting’s discretion, based on region and resource availability.
4. Customer Responsibilities
- Assign a single point of contact with decision-making authority.
- Provide all required assets (prototypes, stimuli, product documentation) before study kick-off.
- Review and approve study plans and deliverables promptly.
- Maintain an active UserTesting subscription and any required credits or session units; should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term.
- Engage in each milestone (kickoff, approvals, readout).
- Promptly respond to requests and ensure pre-read and follow-up tasks are completed.
5. Limitations and Exclusions
- Up to one (1) study per month. Unused monthly studies do not roll over.
- A new study cannot begin until the prior study is fully completed.
- UserTesting cannot record sensitive personal data (e.g., banking details, social security numbers). Face recordings are personal data subject to Customer’s privacy terms.
- If participants matching the desired criteria are unavailable in the UserTesting Contributor Network, additional custom recruitment through third party partners may be required at the Customer’s expense and may extend timelines.
- Services run exclusively on the Customer’s platform instance using the Customer’s session units or participant credits; no external platforms or tools are supported.
- This program excludes segmentation beyond basic screener criteria, programming logic or randomization, and literature reviews.
6. Delivery and Timelines
- Typical duration: 3–4 weeks from Kickoff to Readout (estimates provided at Kickoff)
- All study activities must occur within the active contract term as defined in the Order Form.
- Sessions and readouts are delivered remotely during standard business hours in the Customer’s region.
- Study timelines and milestone dates are mutually agreed upon at kickoff.
7. Prerequisites
- An active UserTesting subscription
- A valid recruitment plan (tests, session units, participant credits, or Unlimited All Methods coverage)
- Professional Services will use the Customer’s software license and session usage will follow standard platform rate cards.
8. Pricing and Term
- This is a 12-month recurring service and is not cancellable mid-term. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
9. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Rescheduling of confirmed milestones requires at least two (2) business days’ notice.
- Any services expired or forfeited under this Statement of Work are not recoverable unless UserTesting agrees in writing.
- Custom recruitment via a third party partner or changes to targeting criteria may increase costs or extend delivery timelines.
Statement of Work: Premium Insights Program
1. Service Overview
Continuous, high-capacity research support provided by a dedicated researcher to integrate advanced human insights into your process. Each study is scoped independently, with an estimated timeline and project plan provided before work begins. Only one study may be conducted at a time.
2. Delivery Approach and Staffing
- Kickoff and Scoping: Upon Order Form execution, UserTesting schedules a kick-off meeting to align on research roadmap, priorities, and capacity.
- Planning and Scheduling: The researcher coordinates the study queue, ensuring one study is active at a time.
- Build, Fielding and Analysis: The researcher configures, launches, and analyzes each study in the Customer’s platform instance, using the Customer’s session units or credits.
- Reporting and Readout: The researcher prepares a comprehensive report (PowerPoint or PDF) and delivers an optional live readout session. Deliverables may incorporate Customer-provided templates, where applicable.
- Staffing Plan
- Researcher: Leads all phases of the study, including scoping, design, configuration, analysis, and insight delivery.
- Research Manager: Ensures overall program quality, alignment to goals, and serves as a point of escalation.
3. Scope of Services and Deliverables
- Capacity: Up to 15 hours per week of dedicated researcher time
- Study Sequence: Research is conducted by a dedicated UserTesting researcher and delivered one study at a time. At no point will more than one (1) study be in progress; each new study will begin only after the prior study is completed and closed.
- Methodologies: This program offers flexibility to support both continuous and large-volume research needs:
- Moderated Interview
- Surveys
- Benchmarking
- Diary Studies
- Advanced Surveys
- Persona Development
- Attitudes and Behavior Testing
- Feature Validation
- Iterative Testing
- Concept and Prototype Testing
- Scoping: Each study will be individually scoped based on desired outcomes and aligned to the allocated weekly time commitment. The scope, methodology, and timeline for each study will be mutually agreed upon prior to kickoff, with delivery timelines dependent on project complexity, stimuli readiness, and participant availability.
- Deliverables:
- Comprehensive report deck
- Optional live readout session as agreed
- Language: Delivered in English. Other languages may be available at UserTesting’s discretion based on region and resource availability.
4. Customer Responsibilities
- Assign a single point of contact for research coordination and approvals.
- Provide required assets (prototypes, survey instruments) before each study kickoff.
- Prioritize and communicate research objectives clearly.
- Maintain an active UserTesting subscription and any required credits or session units. Should Customer elect not to renew the platform subscription, professional services will be halted and forfeited upon expiration of the current platform subscription term.
- Complete each study fully before requesting the next.
- Promptly engage in all milestones and provide requested documentation throughout the engagement.
5. Limitations and Exclusions
- Only one (1) active study at any given time.
- Unused researcher hours do not roll over between weeks or months.
- Significant changes in study scope (methodology shifts, increased sample sizes) require UserTesting approval and may incur additional fees.
- Studies will not include sensitive personal data except upon written agreement of the parties.
- If participants matching criteria are unavailable in the UserTesting Contributor Network, additional recruitment via third party partners may be required at the Customer’s expense and may delay timelines.
- Services run exclusively on the Customer’s platform instance using the Customer’s session units or participant credits; no external platforms are supported.
6. Delivery and Timelines
- Typical duration: 3–6 weeks per study, depending on methodology and scope (estimates provided at Kickoff)
- All activities must occur within the active contract term as defined in the Order Form.
- Sessions delivered remotely during standard business hours in the Customer’s region.
- Study timelines and milestone dates are mutually agreed upon at kickoff.
7. Prerequisites
- An active UserTesting subscription
- A valid recruitment plan (tests, session units, participant credits, or Unlimited All Methods coverage)
- Professional Services will use the Customer’s software subscription, and session usage will follow the standard platform rate card.
8. Pricing and Term
- This is a 12-month recurring service and is not cancellable mid-term. Except as set forth in this Statement of Work, all terms of the applicable Order Form shall govern this Statement of Work.
9. Additional Terms
- UserTesting reserves the right to engage approved third party partners or subcontractors to perform any of its obligations under this Statement of Work. UserTesting remains fully responsible for the quality and delivery of all services, regardless of whether they are performed by UserTesting personnel or a third party.
- Rescheduling confirmed milestones requires at least two (2) business days’ notice.
- Any services expired or forfeited under this Statement of Work are not recoverable unless UserTesting agrees in writing.
- Modifications to targeting or recruitment criteria may increase cost or extend study timelines.
