EMG Operating Policy: Standard Operating Procedure for EMGuidance Modules

The standard operating procedure for the execution of EMGuidance Modules is outlined below:

Customer Onboarding

• The EMG Customer Success (CS) Manager will set-up a digital onboarding session with the customer, within 7 working days of receipt of the signed contract and purchase order (PO).

• The onboarding session shall include all persons involved in the customer approval process.

• If the generic position for an active ingredient is taken then the pharmaceutical company will have to wait for the SLA period to expire before having the option to apply.

• Examples of suggested attendees from the customer's organisation includes: brand managers, regulatory affairs, medical affairs, marketing lead etc.

• The onboarding meeting shall cover aspects relating to the purchased EMG module requirements, delivery timelines and approval process.

Subscription Information

• The EMG module subscription shall begin no later than 60 days after the receipt of the PO on the basis that all the necessary information is provided by the customer within the agreed timelines and necessary approvals are also received on agreed due date.

The 60 days allows sufficient time for the following activities to commence:

• Onboarding by the Customer Success & Operations team
• Compilation of all elements required for the EMG modules purchased
• Uploading of purchased modules on the EMG platform
• Approval of EMG modules by the customer before publishing

Inclusions are detailed in Table 1

EMG Module Requirements

• The requirements for each EMG module will be provided to the customer by the CS team.
• The customer shall complete the applicable requirements document and return this to EMG together with the supporting documentation for each module purchased.
• Image/ video requirements can be accessed here.

Delivery Process

• The customer shall provide EMG with all the required documentation in the correct format (as outlined in the requirements document).
• EMG will upload the customer content on the EMG platform and furnish the customer with an approval document for sign-off according to the timelines outlined in Table 2 below.

• a - From receipts of all required documentation from the customer
• b - During the approval process
• c - Due to the collaboration required during MA development, EMG requires 45 working days for the development and the customer requires 40-45 working days to participate in the development and review of the content
  
• d - Due to the time-sensitive nature of a live webinar, the processing timeline includes sourcing and contracting an appropriate speaker, creation of marketing materials and promotional activities, CPD accreditation as well as completing pre-recordings and dry-runs before the event itself

EMG Support Services

The following standard support services are included as part of EMGuidance product offerings:

1) Customer Success & Operations

The Customer Success & Operations Manager will be the single point of contact for the participating company.

2) Content optimisation

‘Optimisation' of client material on the platform. This includes digital and telephonic assistance to relevant product managers or respective individuals and is limited to the provision of advice and mutual discussion on content strategy. It excludes any additional content development.

3) Salesforce training

One physical sales force training session per annum is part of the solution. This covers the use of the EMGuidance platform by sales representatives. It is supported by digital and visual training material as well as ad-hoc, telephonic technical support for the sales team. Access to the EMG platform will be limited to sales representatives with active EMG modules relevant to their product portfolio.

4) Joint promotional activities

Joint activities between EMGuidance and the customer such as industry conferences and CPD events are generally seen as mutually beneficial to both parties. These will be discussed on an individual basis and participation at these events do not form a standard part of the support solution.

5) Joint marketing material on an EMG standard template

A customer can send their approved company/brand logos to EMG for the development of a co-branded marketing leaflet on the EMG standard template. EMG will complete the design and content in collaboration with the customer. Printing of artwork remains the customer's responsibility. Any material developed by the customer which references EMGuidance requires approval by EMGuidance prior to distribution.

6) General telephonic technical support

The EMGuidance technical team is generally available via telephone or through the in-app messaging service on weekdays between the hours of 8 am and 5 pm daily.

7) Exclusions

All content development activities (including the writing of CPD and News articles, video or content development/editing) if required, will be billed separately.

Should requirements fall within EMGuidance's product offerings, these will be scoped and quoted for separately. Customer requirements which fall outside of the standard support activities mentioned above will be discussed with the customer on an individual basis.