UKIIKI 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). UKIIKI 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 “Hub One” or “UKIIKI Knowledge Portal.” As applicable, references to “Hub One ” or “UKIIKI Knowledge Portal” in your Master Agreement, Subscription Schedule or Statement of Work will be deemed references to the UKIIKI Knowledge Portal 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.

UKIIKI Knowledge Portal Products

1. UKIIKI Knowledge Portal.

A subscription to the UKIIKI Knowledge Portal provides Client with access to UKIIKI’s web interface that allows Client to access and use UKIIKI’s platform for management of Client’s business location content. The UKIIKI Knowledge Portal allows Client to: (i) upload from Client’s databases: street address, phone number and other data relating to Client’s locations; and (ii) make changes to such data.

2. 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 business locations for which Client has purchased applicable licenses.
  • 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 may also include “Review Monitoring” which allows the automated monitoring of customer reviews by location for certain Publishers.
  • Depending on the subscription option purchased by Client, a subscription to the Listings Product includes “Social Page Sync” and “Social Posting.” “Social Page Sync” allows Client to sync data in the UKIIKI Knowledge Portal to Client’s place pages on certain Publishers’ sites. “Social Posting” allows Client to post onto certain Publishers’ social pages directly from the UKIIKI Knowledge Portal.
  • Depending on the subscription option purchased by Client, a subscription to Listings may also include access to API tools.

3. Duplicate Suppression.

Depending on the Product purchased by Client, Client may have access to Duplicate Suppression. Duplicate Suppression is a managed service performed quarterly by UKIIKI whereby UKIIKI suppresses duplicate business listings identified by Client to minimize the opportunities for consumers to be exposed to incorrect or incomplete business listings on Publisher sites within the UKIIKI Listings network. UKIIKI makes no guarantee that all duplicate business listings will be identified and removed.

4. Pages.

A subscription to the “Page+” Product provides Client with business location web pages on Client’s designated website (the “Location Pages”), for up to the number of business locations for which Client has purchased applicable licenses. These Location Pages are created by UKIIKI for the business locations specified by Client and are hosted by a hosting provider designated by UKIIKI. “Pages Store Locator” is an add-on to the Pages subscription. This is a store locator that resides on Client’s website that allows users to search and find business locations.

5. Rep*.

Depending on the Product purchased by Client, Client may have access to Rep*. Reviews functionality includes the following:

  • Review Monitoring: Allows automated monitoring of customer reviews by location for certain Publishers.
  • Review Generation: Allows Client to invite customer reviews for locations on Client’s own website(s).
  • Review Publishing: Allows Client to add generated reviews to Client’s website(s).
  • Review Response: Allows Client to respond to reviews from the UKIIKI Knowledge Portal where supported by Publisher.
  • Review Insights: Allows Client to measure and track and review generation efforts for Client’s locations.

UKIIKI Support, Maintenance and Consulting Products and Services

1. Standard and Premier Support

Standard Support

Standard Support includes the following features (note: some features are only available as a Knowledge Portal: Ultimate customer):

  • Access to Help Documentation and Training: Get started with access to UKIIKI’s world-class help site, which includes documentation and training for everything from implementation through platform optimization.
  • Email and Chat Support (8 Hours x 5 Days): Get email and chat support from UKIIKI’s expert support team.
  • Multi-Language Support: Support is available in English, Italian, German, Spanish, French, and Japanese.
  • Data Quality Review (Including Geocode Review): Every UKIIKI subscription includes manual review, cleansing, and verification of the business data you provide. Geocode review includes verification of proper latitude and longitude coordinates for accurate map marker pins across publishers, maps, and webpages.
  • Access to User Creation & User Upload: Easily provide your team access to the UKIIKI platform with the ability to create and upload new users, as well as update existing user information.
  • Access to Entity Uploader: Keep your locations, people, and events up to date with access to UKIIKI’s Entity Uploader, which makes it easy to add and update entities.
  • Access to API Documentation and Integration Guides: Learn how to integrate UKIIKI with your current systems by using UKIIKI’s comprehensive API documentation and Integration Guides.
  • Developer Console Access: Access to the Developer Console for assistance creating and managing UKIIKI-supported apps that help integrate with your systems or systems of other vendors.
  • Technical API Email Support: Contact UKIIKI’s experts by email for support with integration of your existing systems with UKIIKI APIs.
  • Knowledge Tags Email Support: Contact UKIIKI’s experts by email for support with Knowledge Tags.
  • App Directory Email Support: Contact UKIIKI’s experts by email for support using any pre-built App Directory integrations.
  • Initiate Google My Business Ownership Conflict Resolution: UKIIKI Support will initiate the process of requesting ownership of any Google listings unclaimed by your brand.
  • Critical Publisher Outage Monitoring and Resolution: Keeping your listings live is a big priority for UKIIKI. Our Support team will monitor our publisher integrations and escalate for resolution in the event of any outages.
  • Review Generation Guidance: Work with UKIIKI Support for guidance on review generation best practices, so you can get important feedback from your customers.
  • Access to Standard Dashboards and Insights: Get greater visibility into your digital presence with access to Standard Dashboards and Insights in the UKIIKI platform.

Premier Support

Premier Support includes all Standard Support features above plus (note: some features are only available as a Knowledge Portal: Ultimate customer):

  • Phone Support (8 Hours x 5 Days): Get access to UKIIKI’s expert support team by phone.
  • Prioritized Response Queue: Get your questions answered with escalated priority in support queues.
  • Entity Template Management: Build a solution to fit your needs with customized setup of entity templates — including custom fields — based on your requirements and use cases.
  • Custom Fields Management: UKIIKI will create and set up custom fields within the UKIIKI Knowledge Manager on your behalf, so that you can capture all of the information about your brand within the platform.
  • Notifications Management: UKIIKI will create and manage custom notifications across the platform on your behalf. These notifications can be used to automatically alert specific team members or groups with different report types.
  • Hands-On User Management: Work with UKIIKI to set up and manage associated role permissions on your behalf, so that your users have access to the data they need.
  • Custom Data Export Management: UKIIKI will work with your team to set up saved exports from the UKIIKI platform based on your needs (format, type of data, etc.). These can be delivered via email, FTP, or SFTP on a recurring basis.
  • Folder Structure and Label Management: UKIIKI will create folders and labels for entities based on region, brand, or other descriptors/groupings on your behalf, so you can easily filter your entities to make edits, view analytics, and more.
  • Dedicated API Support: UKIIKI will assign a platform expert to any UKIIKI-based API project you need assistance with. This expert will be available to answer any questions and guide you through best practices on configuration.
  • Dedicated Knowledge Tags Support: UKIIKI will assign a Platform expert to answer any questions and guide you through best practices of Knowledge Tags configuration.
  • Proactive Review of Actionable Unavailable Listings: UKIIKI will review any actionable unavailable listings and attempt to resolve them on a monthly cadence.
  • Review Generation Template Customization Assistance: UKIIKI will work with you to assist in the processes and best practices for building custom review generation email templates.
  • Bulk Upload & Configuration of Review Generation Emails: UKIIKI will assist in the bulk upload of customer email contacts in order to send review requests, in addition to the configuration of review generation emails.
  • Upload of External First-Party Reviews: UKIIKI will continuously upload first-party reviews you may be collecting via other methods so you can view them alongside third-party reviews and UKIIKI-generated first-party reviews in the UKIIKI platform.
  • Custom Dashboard Setup: To view the data about your brand based on specific metrics or use cases, UKIIKI will set up custom Analytics Dashboards on your behalf. These dashboards can be configured with pre-built insights or custom reports and can be custom permissioned. Note: UKIIKI will set up a maximum of 10 dashboards per year.
  • Custom Reports Setup: UKIIKI will work with your team to create custom insight reports (impressions, profile views, Featured Message clicks, review ratings, etc.) within UKIIKI Analytics, which can be added to dashboards to track trends or create notifications.
  • Access to Listings Benchmarks: UKIIKI’s Data Insights team will create a quarterly report comparing your listings search trends to an anonymized set of locations that UKIIKI powers within your industry or specific online category, so you can assess your performance against your peers.
  • Competitive Intelligence Setup: UKIIKI will work with you to add search keywords and competitors to the Competitive Intelligence tool for insight into how your locations are performing against your competition in reviews and local search.
Standard Support Premier Support
Target Response Time 2 Business Days 8 Business Hours

2. Pages Maintenance and Support.

Maintenance and Support 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. Maintenance and Support outside of the scope described herein may be subject, in UKIIKI’s sole discretion, to additional fees. Maintenance and Support are available in the packages described below or a custom package described in the Subscription Schedule:

Pages Professional Services – Up to 10 hours/month (also referred to as “Pages Service: Tier 1” or “Tier 1 Maintenance and Support”) Pages Professional Services – Up to 10 hours/month includes ten (10) hours per month of UKIIKI 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.
Pages Professional Services – Up to 20 hours/month (also referred to as “Pages Service: Tier 2” or “Tier 2 Maintenance and Support”) Pages 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.
Pages Professional Services – Up to 40 hours/month Pages Professional Services – Up to 40 hours/month Pages 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.
Pages Professional Services – Up to 60 hours/month Pages Professional Services – Up to 60 hours/month Pages 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.
Pages Professional Services – Up to 80 hours/month Pages Professional Services – Up to 80 hours/month Pages 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.

3. UKIIKI Consulting Product Descriptions.

The descriptions set forth below with respect to a given UKIIKI 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.

UKIIKI’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 Implementation: Starter
  • Template-structured design – customization within template structure
  • Template-structured header/footer
  • Business Locator
  • Directory Pages
  • Local Pages
    • Business name, address and phone number displayed on Pages.
    • Map (fees for Map APIs set forth on the applicable Subscription Schedule or paid by Client directly*)
    • Get Directions
    • Hours
    • Business About section
    • Schema.org tagging
    • Nearby Locations section
Pages Implementation: Basic
  • Custom Pages site design provided by UKIIKI
  • Business Locator with geolocation
  • Directory Pages
  • Simplified custom header/footer
  • Secondary Call to Action Button
  • Local Pages
    • Business name, address and phone number displayed on Pages.
    • Map (fees for Map APIs set forth on the applicable Subscription Schedule or paid by Client directly*)
    • Get Directions
    • Hours
    • Localized About section
    • List of amenities/services/products (icons + text link only)
    • Schema.org tagging
    • Nearby Locations section
Pages Implementation: Premium
  • Custom Pages site design provided by UKIIKI
  • Custom page header and footer development or integration of Client header/footer
  • Locator with geolocation and filtering features
  • Secondary Call to Action Button
  • Directory Pages
  • Local Pages with the option to include the following features:
    • Business name, address and phone number displayed on Pages.
    • Map (fees for Map APIs set forth on the applicable Subscription Schedule or paid by Client directly*)
    • Get Directions
    • Business hours including holiday hours support
    • Localized About section
    • Schema.org tagging
    • Social feed integration (Instagram, Facebook, Twitter)
    • List of amenities/services/products (icons + text link only)
    • Nearby Locations section
    • Enhanced Content List section (choose one)
      • Products and Services
      • Menu Items
      • Events
Extract, Transform, and Load (ETL) Tool Development The ETL process will be hosted by UKIIKI for the Term of the applicable Subscription Schedule. Notwithstanding the foregoing, the fees associated with the ETL are for implementation only. To the extent Client wants to make material changes to the ETL, such changes may be subject, in UKIIKI’s sole discretion, to additional fees.

UKIIKI Responsibilities

  • Create an API user in Client account for ETL process.
  • With cooperation and input from Client, capture ETL process requirements.
  • Architect and develop ETL.
  • Run Client data set through ETL in sandbox environment.
  • Confirm automated results match manual results, if existing manual data load process exists.
  • Obtain data quality assurance signoff from internal UKIIKI Operations team.
  • Deploy and monitor ETL in production environment

Client Responsibilities

  • Communicate to UKIIKI all custom logic or formatting required to transform Client data according to business rules.
  • Outline frequency with which ETL should run.
  • Approve output files or confirm data in UKIIKI platform has been accurately loaded prior to production launch.

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

4. UKIIKI White Glove Services Descriptions

The descriptions set forth below with respect to a given UKIIKI 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.

UKIIKI’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.

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:
    • Platform How-to
    • Debugging/troubleshooting
    • Listing Issues + Questions
    • Assistance with the UKIIKI Platform
  • Questions outside the realm will be escalated back to the client
  • Maximum of 100 Calls/Emails Total/Year/License
1:1 Training & Advisory
  • UKIIKI to conduct two thirty (30) minute scheduled 1:1 trainings/year to each field user
  • Recommended trainings include:
    • Intro training call at implementation
    • Account Audit/Optimization call after 6 months
    • New topics and technology calls
Managed Review Response
  • Responses will be crafted by UKIIKI using the brand guidelines provided by the Client
  • UKIIKI will also escalate reviews to the Client based on guidelines provided by the Client
  • Maximum of fifty (50) reviews/year/location
Content Approvals
  • Approvals will be based on the brand/compliance guidelines shared by the client
  • UKIIKI 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:
    • Program overview/onboarding
    • How-to-training
    • SEO Strategy
    • Optimization Services
    • Any New Products/Features released
  • UKIIKI will assist in sending marketing email to all field users, where to sign up, and a recap email afterwards
  • UKIIKI Representatives will travel to up to two (2) conferences/year which includes a booth (maximum of $2,000), platform/product demo, and breakout session.