Qualtrics sells services around its Cloud Services in two forms: Success Packages, which are recurring support and advisory benefits attached to a subscription, and Professional or Research Services projects, which are scoped pieces of work. Both are listed on the Product Terms page of the Qualtrics Legal Hub, together with Gov1 Guided and two BX variants of the Success Package, a Training and Certification terms document and a Service Level Agreement.[1] This article covers the Core, Guided and Advanced Success Package terms, the Research Services terms and the service level provisions.
What a Success Package is
All three Success Package terms say that the package co-terms with the Cloud Service for which it is purchased and that a price change for the Cloud Service may change the price of the package, for example at renewal or upgrade.[2] Each includes benefits for up to five program administrators designated by the customer.[2] The package is provided only for the Cloud Service for which it is purchased, in English unless otherwise agreed.[2] A software asset manager should therefore record the package on the same renewal date as the Cloud Service, and expect its price to move with the Cloud Service price.
| Benefit | Core | Guided | Advanced |
|---|---|---|---|
| Certifications | Yes | Yes | Yes |
| Enterprise Support | Yes | Yes | Yes |
| XM Success Management | Yes | Yes | Yes |
| Platform Optimization Support | No | Yes | Yes |
| XM Expert Coaching | No | No | Yes |
The table summarises the inclusions lists in the three documents.[2][3][4]
Inclusions
Certifications. Program administrators get access to Qualtrics certification programs on XM Basecamp, excluding the XM Professional Certification, including online training materials and proctoring of the online exam and any retakes.[2] Certifications are subject to the Training and Certification Terms of Service.[2]
Enterprise Support. Technical support from senior product specialists by email, phone and chat during Qualtrics’ normal global business hours, with help diagnosing and resolving queries and visibility of reported product issues; outside those hours, program administrators may contact general support, available around the clock.[2]
XM Success Management. A designated contact who helps optimize technology decisions, guides best-practice use of features and facilitates business reviews and roadmaps, and who performs up to four standardized, in-depth technical reviews of a program area each year.[2] The contact is typically assigned at least two weeks before first program launch for new services, or within 30 days after signature for existing licenses, subject to resource availability, and works during normal business hours where located.[2]
Platform Optimization Support (Guided and Advanced). On request, Program Revisions Support (minor technical optimizations limited to functionality already implemented), Analytics and Insight Support (updating reports and dashboards, configuring advanced features such as iQ, and, for XM Discover functionality, categorization, sentiment audits and tuning) and Product Enablement and Coaching.[3] Requests that exceed one business day of dedicated effort are a customer responsibility that would require a separate contract, and the customer must allow at least five business days for scoping.[3]
XM Expert Coaching (Advanced). An XM scientist provides Ask an Expert office hours, recurring Q&A with the core program team at roughly one hour a month, and Coaching Sessions up to four times a year, each made up of a discovery meeting, a guidance session of up to three hours and up to two follow-up calls.[4] Office hours are limited to five attendees and coaching sessions to ten, unused coaching expires at the end of each contract year, and strategic advisory, program design, programming and configuration services are not included.[4] The terms state that fees for XM Expert Coaching are listed as Professional Services fees while the other inclusions are listed as Cloud Service fees.[4]
What is excluded
The Core terms treat certain activities as customer responsibilities that would need a separate contract if Qualtrics performed them: program growth and substantive new builds, upgrades or launches (new surveys, dashboards, hierarchies, widgets or reports needing an implementation resource), project management for builds or launches, support for custom coding in JavaScript, HTML, SDK and CSS, in-depth or recurring data analysis and reporting, and anything not listed in the inclusions.[2] Pricing excludes travel expenses for on-site visits, which are billed separately, and customization troubleshooting is performed by the professional and engineering services teams.[2] Qualtrics may use subcontractors and remains responsible for their performance, and if the customer does not give Qualtrics personnel access to its accounts the provider may be unable to perform.[2]
Research Services
The Research Services Terms, dated 13 April 2026, cover research projects delivered by a Qualtrics Delivery Team, made up of Deliverables set out in the Order Form.[5] Key assumptions: the customer must have access to and the right to use a Cloud Service and the features needed to run the project; it provides the Delivery Team with access to its Qualtrics brand as a brand administrator for the duration; pricing is based on the original scope, with scope changes needing approval by both parties and possibly adding charges; and all projects carry a minimum fee of USD 1000, converted at the exchange rate on the Order Form’s effective date.[5] The customer must provide written approval or report issues on a deliverable within five business days, and a deliverable is accepted if no written rejection is made within the specified periods.[5] Changes are made by change order, which becomes an amendment to the Order Form.[5] After completion the customer assumes full responsibility for the program and the maintenance of all license features unless otherwise agreed.[5] The dependency on a Cloud Service license is significant: a Research Services project does not replace the platform subscription.
Service levels
The Service Level Agreement is a Product Terms document dated 2 April 2026.[6] It states a 99.93% availability level and a fee credit equal to a percentage of one twelfth of the then-current annual fees for the affected Cloud Service: 5% for 31 to 120 minutes of downtime in a calendar month, 7.5% for 121 to 240 minutes and 10% for 241 minutes or more.[6] Credits are given on request, and the GTC treats credits plus a termination and refund right as the sole remedies for an SLA breach.[7] The FAQ notes that fee credits can be applied to future invoices or refunded if no future invoice is due.[8] Website monitoring for XM Discover functionality is expressly outside any service level commitment.[9] See the Service Level Agreement fee credit row.
Counting and renewal guidance
- Record the number of named program administrators (maximum five) for each package.[2]
- Align the package renewal with the Cloud Service and review the package price whenever the Cloud Service price changes.[2]
- Track unused Expert Coaching, which expires each contract year.[4]
- Keep Research Services Order Forms separate from subscriptions: they are priced per project with a minimum fee.[5]
Out of scope
Prices for the packages, the Gov1 and BX Success Package variants, the Training and Certification Terms of Service and partner-delivered services are not covered in the cited documents or here.