Cleeng Standard Statement of Work

This document presents a detailed scope of work for integrating Cleeng's payment and subscription management solutions into the digital infrastructure of our customers. Our aim is to enhance the efficiency and effectiveness of subscription services, making payment processes smoother and boosting subscriber engagement across web and mobile interfaces.

The primary objective is to empower our customers with the capability to efficiently manage and scale their subscription models using Cleeng's robust platform. This integration will facilitate a direct, streamlined path for end-customers to engage with content, ultimately driving revenue growth and improving customer satisfaction for the account holders. 

Expected outcomes include:

• Enhanced Subscriber Management: Leveraging Cleeng's platform for improved subscriber acquisition, retention, and management.
• Streamlined Payment Processing: Implementing a seamless payment system that supports various payment methods and gateways, reducing friction for subscribers.
• Comprehensive Integration Support: Providing detailed documentation and support for integrating Cleeng's API with the customer’s existing web and mobile applications.
• Data Migration and Merchant Setup: Assisting in the migration of legacy data to Cleeng's platform and setting up merchant accounts for transaction management.
• Customer Support Enhancements: Developing resources and tools to enhance end-users customer support capabilities, including FAQs, email templates, and chatbot functionality.

Through this integration, customers will gain access to a powerful set of tools and services designed to optimize their subscription business model, enhance the user experience, and drive digital content consumption. The scope of work provided herein lays out the roadmap for achieving these goals through a collaborative, structured, and efficient integration process.

Project Overview

The primary goal of this project is to onboard and integrate Cleeng's payment and subscription services into the customer's web and mobile applications. This integration aims to enhance the customer experience by providing a smooth and secure platform for payment processing, subscription management, and in-app purchase functionality.

Customer Responsibilities

The customer will play a crucial role in the success of this integration. Specifically, the customer is responsible for:

• Developing all front-end applications that will interface with Cleeng's services.
• Integrating Cleeng's platform webhooks with their own backend services, ensuring seamless communication and functionality across platforms.

Project Deliverables

These deliverables are designed to support all phases of the integration process, from initial setup to full deployment. Below is a detailed list of the project deliverables:

• Comprehensive Integration Guide: Detailed documentation outlining API endpoints, data formats, and a step-by-step guide for integrating payment and subscription services. 
• Secure Payment Processing: Assistance in integrating Cleeng's platform into the selected payment gateway(s), facilitating secure and efficient payment transactions. This includes support for setting up payment methods, handling transactions, and ensuring compliance with security standards.
• Cleeng Core Integration: Support for integrating Cleeng's subscription management module (Cleeng Core), enabling users to easily subscribe, upgrade, and manage their subscriptions. This module will provide the tools necessary for managing subscriber lifecycles, from initial sign-up to renewal or cancellation.
• Seamless User Experience: Assistance in integrating in-app purchase functionality within the mobile application.
• Real-Time Updates and Notifications: Support for integrating Cleeng's platform webhooks with the customer's backend services. This will enable the customer to receive real-time updates and notifications about subscription changes, payment transactions, and other critical events, ensuring that the customer's systems are always in sync with Cleeng's platform.

Implementation Strategy

This multi-phase approach is designed to address all critical aspects of the integration. By breaking down the process into distinct phases, we aim to provide clear guidance, support, and resources at each step.

Phase 1: Requirements and Planning

 

Phase 2: Setup & Configuration

 

The customer is required to confirm and validate each of the steps mentioned above within 3 business days of Cleeng notifying the customer that the steps have been completed. This collaboration ensures that both parties are aligned and satisfied with the setup before moving forward.

Upon the completion of these steps, the customer will have access to working test and production environments, setting the stage for the subsequent phases of application integration, payment and subscription management, and the enhancement of customer support capabilities. This phase is critical for laying the groundwork for a successful integration, enabling the customer to proceed with confidence towards achieving a fully functional and integrated subscription management system.

Phase 3: App Store and Frontend Application Integration

In this critical phase, the integration of Cleeng's platform with the customer's applications is fully realized. Cleeng commits to providing robust support and capabilities to ensure the customer's applications are well-equipped to meet the demands of end-users across various platforms.

Cleeng will extend comprehensive support to the integration process with the following capabilities:

• Multi-Platform Subscription Purchases: Enable end-users to purchase recurring subscriptions or other entitlements through iOS, tvOS, Amazon Fire, and Roku, ensuring a broad reach across devices.
• Entitlement Management: Maintain ongoing, up-to-date entitlements based on app store payment processing, ensuring users have access to what they've paid for without interruption.
• Restore Purchase Flows: Support restore purchase flows within apps, allowing legacy app store payments to be saved in Cleeng.  (This is only needed if In-app Payment details cannot be provided from previous provider)
• Event and Notification Listening: Cleeng's ability to listen to events and server-to-server notifications from Apple, Android, Roku, and Amazon ensures real-time responsiveness to user transactions and activities.
• Receipt Management: Offers support for transferring receipts from one user to another for Apple and Android.

API Integration Guides

To support these integrations, Cleeng provides comprehensive API documentation and integration guides, crucial for the customer's development team in implementing subscription management and payment processing functionalities:

• Apple Payments: Apple Payments Integration Guide
• Android Payments: Android Payments Integration Guide
• Roku Payments: Roku Payments Integration Guide
• Amazon Fire TV Payments: Fire TV Payments Integration Guide

These guides serve as essential resources for integrating Cleeng APIs with both applications and middleware from the customer, ensuring a streamlined and effective integration process.

Front-end apps will leverage Cleeng’s Mediastore components where possible. Use cases and flows that cannot be handled with Cleeng’s Mediastore components, including account updates and offer listings, will be managed using Cleeng’s Mediastore and Core APIs listed in Appendix 1: Cleeng Mediastore APIs. 

The high-level project activities and responsibilities for this phase are listed below.

 

Phase 4: Communication and Data Management

This phase of the project concentrates on establishing the email communication framework. The activities outlined below specify the roles and responsibilities of Cleeng and the customer in achieving a functional email communication system.

 

Phase 5: Webhook integration

This phase is designed to empower the customer with the tools and information necessary to expand their service capabilities through webhook integration and Dunning Action Settings. These settings are important for the smooth processing of recurring payments, ensuring that your revenue flow remains uninterrupted. It's crucial to note that the responsibility for implementing and managing webhook integrations lies primarily with the customer, ensuring Cleeng's resources are optimized for core service delivery.

 

Phase 6 (optional): Merchant setup

This is dedicated to customers utilizing Cleeng's Merchant services, focusing on the setup and configuration of merchant accounts to process payments seamlessly. The activities outlined below clearly delineate the roles and responsibilities of both Cleeng and the customer in the merchant setup process.

 

Phase 7: User and Data Migration

This phase is dedicated to the meticulous process of migrating legacy subscription and payment data into Cleeng Core, ensuring a seamless transition for the customer from their existing systems to Cleeng's comprehensive commerce tools. 

The user migration process comprises multiple steps, each requiring tailored preparation and review to accommodate the specific migration case. This allows for adjustments to meet the unique migration requirements effectively.

This phase is designed to minimize the impact on the user experience while accommodating specific migration requirements through a series of well-defined steps.

Data Migration Steps:

1. Initial data preparation on the Customer side
2. Data verification on the Cleeng side
3. Data migration on the test environment
4. Data migration on the production environment

The following payment data will be migrated between providers:

• Credit card data 
• Native app payment data

Payment Migration Process:

1. The migration of subscriptions precedes the migration of credit card and App Store payment data. This ensures a seamless transition of payment methods for continued service access.
2. For credit card data, the migration output file, containing Cleeng user and subscription data, will be passed to Adyen by Cleeng for matching with payment data.

Data Security Measures:

For any sensitive Personal Identifiable Information (PII) involved, a secure solution involving SFTP transfer and PGP encryption will be provided by Cleeng. This ensures the utmost security of data both in storage and during transfer.

 

Phase 8 (optional): Hi5 implementation

This phase is designed to bolster customer support capabilities, ensuring end-users receive timely, accurate, and helpful support. This is dedicated for customers utilizing the Hi5 product module. Activities span from reviewing use cases to deploying advanced support tools like chatbots and CRM configurations, with responsibilities shared between Cleeng and the customer to optimize the support experience.

 

Project Management

Project Management is pivotal in steering the project towards its successful completion, ensuring that all phases are executed efficiently and effectively. This section outlines the roles and responsibilities of Cleeng and the customer in managing the project, highlighting the collaborative efforts required to maintain momentum, address challenges, and ensure alignment with the project's goals and timelines.

 

Documentation and Training

This section outlines the approach to ensuring the customer's team is fully equipped with the knowledge and resources necessary for a successful integration and ongoing management of the Cleeng platform.

Documentation

1. Appendices: 
   • Detailed documentation related to the project's scope, including technical specifications, integration guides, and project plans, are appended to this Statement of Work for easy reference.
2. Online Resources: 
   • Cleeng maintains a comprehensive repository of documentation on its website, accessible here, in the Cleeng Broadcaster Help Center and Developer Portal. This repository includes user guides, API documentation, troubleshooting tips, and more, supporting a wide range of needs from technical integration to daily operation.
3. Onboarding Guide: 
   • Cleeng will share an onboarding guide document designed to facilitate self-service onboarding for customers. This guide covers:
     • An overview of the onboarding process and what customers can expect during each phase.
     • Specifics about the project, including timelines, key milestones, and deliverables.
     • Instructions on using the Cleeng dashboard for managing subscriptions, creating offers, analyzing performance metrics, etc.
     • Guidelines for escalating issues, including contact information for Cleeng support teams and resources for self-help.

Training

1. Knowledge Transfer Sessions: 
   • Cleeng will conduct sessions aimed at transferring essential knowledge to the customer's team. These sessions will cover:
     • Detailed walkthroughs of the integration process, focusing on how to implement and configure the Cleeng platform within the customer's environment.
     • Best practices for maintaining the integration, including routine checks, updates, and troubleshooting common issues.
     • Hands-on training on the Cleeng dashboard, emphasizing offer creation, subscriber management, and data analysis.
2. Onboarding Support: 
   • As part of the onboarding process, Cleeng’s team will provide support to ensure the customer's team is confident in using the platform. This includes live demonstrations, Q&A sessions, and initial setup assistance to guarantee a smooth start.
3. Continuous Learning: 
   • Cleeng encourages ongoing learning and will provide access to updated materials and resources as new features are released or updates are made to the platform. Customers are encouraged to regularly consult Cleeng’s online resources for the latest information.

Assumptions and Exclusions

This section outlines the assumptions made during the planning of this project and identifies any exclusions from the scope of work. These assumptions and exclusions are crucial for setting accurate expectations and defining the boundaries of project responsibilities and deliverables.

Assumptions

1. It is assumed that the customer's technical environment is compatible with Cleeng's platform requirements. Any necessary adjustments or upgrades to ensure compatibility are the responsibility of the customer.
2. The success of data migration and integration processes is contingent upon the customer providing complete and accurate data. Cleeng assumes that all data provided by the customer, including subscriber details and payment information, is accurate and in the required format.
3. It is assumed that the customer has the necessary internal resources and expertise, or access to such resources, to manage the implementation on their side, including any required development work and project management.
4.  Project timelines are based on assumptions of timely reviews, approvals, and feedback from the customer. Delays in customer responses may impact project delivery dates.

Exclusions

1. In the event the customer cannot provide App Store receipts matched to user data, the migration of Apple users cannot be performed. Cleeng is excluded from responsibility for any data loss or migration failure resulting from incomplete or inaccurate data provided by the customer.
2. Any custom development work required outside the scope of the standard integration solutions provided by Cleeng, including but not limited to custom features, bespoke analytics, or unique user interface designs, is excluded from this statement of work unless explicitly agreed upon in a separate document.
3. Integration with third-party services not covered under the Cleeng platform's standard integration capabilities is excluded. The customer is responsible for managing any additional integrations, including the associated costs and technical support.
4. Provisioning of hardware, networking infrastructure, or any other physical technology resources required for the implementation or operation of Cleeng’s platform within the customer’s environment is excluded from Cleeng's responsibilities.
5. Extensive training for the customer's staff beyond the standard onboarding and knowledge transfer sessions outlined in Section 6 is excluded. Additional training can be provided upon request, subject to separate terms and conditions.

Timeline

Cleeng will provide a GANTT chart to visualize the project timeline, offering a clear overview of each phase's duration and interdependencies. This tool is essential for tracking progress and ensuring alignment between Cleeng and the customer throughout the project lifecycle.

The project includes scheduled reviews to assess progress and adjust plans as necessary to address any challenges or delays.

Both Cleeng and the customer commit to maintaining flexibility throughout the project, understanding that adjustments may be needed to ensure the highest quality of integration and onboarding experience.

 

Appendices

 

Appendix 1: Cleeng Mediastore APIs

All Cleeng Mediastore APIs:

• Getting Started: Getting Started with Cleeng APIs
• List Customers: List Customers API - With externalID parameter to check if the account exists and retrieve user details.
• Register Customer: Register Customer API - For creating customer accounts in Cleeng.
• Update Customer: Update Customer API
• Update Customer Email: Update Customer Email API - For updating customer email.
• Delete Customer: Delete Customer API - To delete customer accounts.
• Retrieve Customer Entitlements: Retrieve a Customer's Entitlements - Submit the entitlement check to Cleeng.
• Is Trial Allowed: Is Trial Allowed API - To check if the trial was already used.
• Submit Consent: Submit Consent API - To submit customer consents.
• Update Broadcaster Specific Personal Data: Update Broadcaster Specific Data API - To submit customers' answers to custom questions.
• SSO Login: SSO Login API - Generate tokens for components.
• Fetch Offers: Fetch Offers API - To list the offers.
• List Offers: List Offers API - List all offers.
• Fetch Offer Details: Fetch Offer Details API - Fetch specific offer details.

Other Cleeng APIs endpoints available on the Cleeng platform and included in the documentation can be also used by the Customer in case required. However in order to ensure that the final solution will meet the performance and functional requirements, Customer will notify Cleeng about the intent to use other APIs and obtain Cleeng’s approval.

Appendix 2: Emails

The standard emails, possible configurations, and standardizations are documented here.

Appendix 3: Webhooks

Webhooks play a crucial role in the real-time synchronization of events between Cleeng's platform and the customer's servers, facilitating automated notifications and actions based on specific occurrences within the platform.

Structure

Webhooks are structured as real-time HTTP POST requests sent to customer-specified endpoints, carrying JSON payloads with event-specific data. This mechanism ensures immediate notification and action upon events occurring within Cleeng's platform, such as new transactions or updates to customer profiles.

• broadcasterId: Identifies the broadcaster for whom the webhook is sent.
• topic: Specifies the topic or event type that triggered the webhook.
• data: Contains event-specific information or payload.

Topics

Available General Topics:

• transactionCreated: Triggered with each new transaction on broadcaster’s content or subscriptions.
• customerRegistered: Occurs when a new customer is registered or an existing customer makes a first-time purchase.
• customerConsentUpdated: Triggered whenever a customer updates their consent settings.
• paymentDetailsDeactivated: Occurs when payment details are no longer active due to deletion or replacement.

Subscription-specific Topics:

• subscriptionReadyForPaymentAuthorisation: Indicates a subscription is ready for payment authorization.
• subscriptionReadyForPaymentCapture: Signals a payment capture attempt should be made for a subscription.
• subscriptionStopped: Triggered when a subscription is stopped.
• subscriptionRenewed: Occurs after a subscription is renewed.
• subscriptionReactivated: Triggered when a canceled subscription is reactivated.
• subscriptionReadyForTermination: Indicates a subscription is ready to be terminated.
• subscriptionCreated: Occurs when a new subscription is created.
• subscriptionTerminated: Triggered when a subscription is terminated.

Webhooks Verification

To ensure the security and integrity of webhook data, Cleeng offers verification based on Hash-based Message Authentication Code (HMAC) signatures. Customers can opt into this verification mechanism during the webhook subscription process, providing an additional layer of security through a shared secret between the Cleeng and the customer. 

Shared secret between Cleeng and the Customer should not be divulged to any 3rd party. It's Customer’s responsibility to store/remember its value. For security purposes, Cleeng does not provide any mechanism to display its value to the Customer in case it was forgotten.

Appendix 4: Migration Templates

Specific templates provided for facilitating the migration of legacy data into Cleeng’s platform. These templates are designed to ensure data integrity and smooth transition from existing systems to Cleeng Core.