Origami Risk’s growth as an organization can be attributed to the strong relationships we have developed with our clients over the years. Our prior service structure of one service contact for each account had a great impact on these relationships. As we approach servicing over 1,000 client accounts, and based on your direct feedback, we are restructuring our service model and pricing to accommodate this growth. 

Our new service approach will continue to focus on the success of you and your organization — without the hassle of isolated purchases for work performed by your service team. With these changes, you will receive additional value from:

• Quicker response times from a knowledgeable and focused team
• Minimized impact from employee turnover through the assignment of a team as opposed to a single service associate
• Accurate expectations for your budget and spend with Origami Risk
• An enhanced focus on executing on your organization’s strategic vision and optimizing your use of Origami through training and consultative sessions
• A more straightforward process for informing and communicating your needs to our Product Team to ensure your voice is heard

Client Success

Our Client Success department includes your Focused Coverage Team, which is replacing your Origami single point of contact. This team will be aligned with you from the beginning of your implementation and will respond to your inquiries and entered cases with the same high level of responsiveness and urgency you have come to expect from Origami Risk. In addition, they will work with you to establish goals, create and achieve return-on-investment metrics, and build the day-to-day refinements that you need. Though you will be supported by a team, you can still follow the same procedure by reaching out to your Focused Coverage Team for any service-related questions, as they will serve as your main point of contact to streamline communication. Depending on their availability, you may receive a response from another member of your team — demonstrating the value of being serviced by a team as opposed to one individual.

Account Management

Your Account Management team member will be focused on understanding your business objectives to anticipate your needs. They will serve as an advocate for you and your business. Your Account Manager/Executive will be your point of contact for anything related to your renewal, new functionality, and other similar questions

Professional Services

Our Professional Services team will focus on all new Origami Risk clients, offering a quicker speed-to-market and implementation delivery. For current clients, the Professional Services team will re-engage if larger projects and solutions become a priority for your organization.

Q: What is covered under the new service model that previously eroded ongoing support hours? 

Under our new service model, some incidents and issues (commonly known as "break/fix") that previously required the purchase of hours are now covered with your client support subscription. This includes those disruptions or degradations in the platform’s functionality that may result from an imperfect release or deployment of additional features to your environment, i.e., any existing functionality and/or configuration built by the Origami team. This also includes any work necessary to address an outage event. These updated offerings will save you time from negotiating additional hours and the added cost that would result. For more detail on the above requirements regarding “break/fix”, please see the next question. 

Q: What is covered under “break/fix”? 

Your Origami Risk products are continuously evolving. Origami Risk is constantly being enhanced through frequent development sprints and quarterly, large-scale releases. In addition to regular product releases, your unique configuration is being updated by your administrator or by your Origami Services team in order to keep pace with changes to your business.

There is a possibility that — following an Origami product release or an approved configuration change made by your Origami Services team — your Origami environment may be affected due to software defects or interactions with custom configuration. If there are impacts to modules or configurations built and implemented by Origami, the corrective adjustments required will be completed at no cost to you and will have no impact on your service hours. Customizations, configurations, and/or integrations built without Origami (e.g. by yourself or a third-party) are not covered under "break/fix" and can be addressed with your Focused Coverage Team using your Service Tier hours. See the next question for more detailed information.

Q: For what purposes can I use the hours associated with my Service Tier?

Your monthly hours within your Service Tier help us ensure we have the appropriate level of resources ready to support your business needs. The hours associated with your Service Tier can be used for service requests and enhancements that do not require Professional Services resources and practices and can be planned and completed in alignment with your Success Team. Based on your tier, this can also include sessions with your Success Team for strategic reviews, planning, training, and discussions to ensure you are maximizing your use of Origami.

Additionally, your hours can be used for disruptions to existing functionality and/or configuration built by your team or a third party (as indicated above). This includes impacts following a product release, the deployment of additional features to your environment, or changes made by anyone other than an Origami employee. Any disruptions caused by third-party integrations (e.g., APIs, batch processes, claim data updates, etc.) or your organization’s internal business processes, IT infrastructure, etc. that need correction by our team would result in the use of service hours within your Service Tier. The above criteria ensure that your Success Team is focusing their time on maintaining the quality of your Origami environment so you can complete your initiatives as efficiently and effectively as possible. 

Q: Is training a part of my tier of support? For example, if I want a day of training, is that covered under the new service model or do I need to purchase additional training hours?

Under our new model, training sessions are included in your general client support subscription. If you prefer to have your training on-site, travel costs will be a separate and additional expense.

Q: What is the definition of a “project”? 

A “project” with Origami usually necessitates multiple Professional Services resources, complex planning, and project management best practices, including (but not limited to):

• Origami Specialized Resources (e.g. Solution Architects, Technical Consultants, Project Managers, Data Consultants, etc.)
• A Statement of Work (SOW)
• Extensive coordination to fully scope, design, build, test, and implement a solution
• Hard-and-fast deadlines
• More hours than available in your tier 

Due to those requirements, “projects” are completed by members of our Professional Services Team to ensure we can provide you with the proper resources, level of expertise, and commitment to complete the job without inhibiting the attention and efforts being provided by your Success Team. Knowing that your Success Team has institutional knowledge of your account, Professional Services associates assigned to a “project” will work lockstep with your Success Team to remain informed on your account’s needs, requirements, and goals. Projects also require a discussion with your Account Manager/Executive to define details and scope. If you have any uncertainty about whether an initiative you want to pursue would be considered a “project”, please reach out to your Account Manager/Executive for a discussion. 

Q: What if the level of support I need changes? How is it determined in the event I need to move to a different tier?

If your organization is implementing a large-scale project, such as adding our Environment, Health & Safety (EHS) solution, the level of service needed for our team to work with and support both your current use cases and expanded future use cases will change. Essentially, the more you invest, build, and streamline through Origami, the more support we want to provide you to ensure all of your teams and users and their use cases, are fully supported and set up for success. In the event that multiple groups or teams within your organization are sharing Origami support resources, we want you to have access to the information necessary for making decisions on when and how to use your time with your Success Team. To empower those decisions we will give you access to an online view of the requests you have made. This will allow you to monitor requests made by other individuals from your organization, what is being worked on by Origami, and the people who are performing that work. Additionally, your Success Team will send you a monthly summary that will provide a full picture of your organization’s activity with your Origami Success Team.

Q: What happens if I go over my allotted hours in a month? 

Your Success Team will proactively work with you to fit the appropriate amount of work during allotted times as best as possible. In the event multiple months have passed during which your organization has exceeded the amount of hours in your Service Tier, your Account Manager/Executive will work with you to analyze and evaluate your usage to understand if moving to a different tier would better suit your organization's needs or if there needs to be further prioritization of upcoming projects to better align with your current tier.

Q: What happens if I don’t use all of my monthly support hours? Do they roll over? Or can I use them for something else, like ongoing support work?

In our previous model, if you reached your support hours limit, your team would immediately pause servicing your account. A benefit of this new model is that if you go slightly over your limit in any given month, your service experience will not have any interruption. At that point, we will likely see emerging trends signaling that your current tier may not be aligned properly with what you need, and will work with you to assess if any changes need to be made. With those assessments in mind and expectations set, monthly support hours are not able to be rolled over if they are not used by the end of the month. Along with your Success and Account Management teams, we will work with you and your organization to proactively uncover value and support we can provide to achieve the most value possible. 

Q: I like the old model better. Can I stay on the current support model? 

You will stay with your current service model until your next contract renewal. At that time, your Origami team will recommend the most appropriate Service Tier for your account. Following that, your Client Success and Account Management teams will work with you through the transition to ensure there is no interruption to your service experience. 

Q: My renewal isn’t in the near future, but I would like to convert to the new model earlier. Is that possible? 

If you would like to transition to our new service subscription model sooner rather than later, please reach out to your Account Manager/Executive!