Support Services Schedule

Severity Level	Severity Description	Growth SLO	ICM Only		Response Time Coverage
			Business SLO	Premier SLO
1	Critical business impact/service down: The Cloud Service is not Available or all critical features and functionality of the Cloud Service are not functioning.	Within 1 Hour	Within 45 Minutes	Within 30 Minutes	24x7x365
2	Significant business impact: A feature or function of the Cloud Service is severely restricted in its use, resulting in a significant impact on Customer’s business operations. Customer is in jeopardy of missing business deadlines.	Within 90 Minutes	Within 1 hour	Within 45 Minutes	24x7x365
3	Minor business impact: A feature or function of the Cloud Service is not performing in accordance with the Documentation but does not result in a critical impact on Customer’s business operations.	Within 2 Support Service Hours	Within 90 Support Service Minutes	Within 1 Support Service Hour	24x5
4	Minimal business impact: An inquiry or non-technical request.	Within 3 Support Service Hours	Within 2 Support Service Hours	Within 2 Support Service Hours	24x5

 

2.2 VIP Support. VIP Program Support, available for an additional annual Fee during the Subscription Term, is for customers who would like to maximize benefits of the Cloud Service through a dedicated champion assigned to their account who provides regular oversight, identifies opportunities for enhancing operational performance and stability, and leverages improvements associated with each Cloud Services release. Support can be purchased in one of the following packages:

2.2.1 Essential VIP Support. Essential VIP Support includes the following activities which shall be performed in collaboration with Customer:

1. Monthly. Technical Account Manager (“TAM”) champion shall analyze and review with Customer the Cloud Service system performance, platform metrics, usage reporting, and account-wide support ticket management and related status updates
2. Quarterly. TAM champion shall review with Customer the impact and potential optimization of new Cloud Service features and bug fixes in an account-specific manner. Varicent shall share product roadmaps so that decisions regarding Cloud Services upgrades and migration plans can be made by Customer in a forward-thinking manner. As appropriate, dedicated TAM shall internally advocate for product features which may benefit Customer’s organization. Customer may also leverage TAM to assist with data model modernization initiatives. Essential VIP Support includes thirty (30) hours of the foregoing activities per Subscription Term quarter (“Quarterly Customer Directed Hours”). Quarterly Customer Directed Hours expire at the end of their applicable quarter, provided Customers receiving Essential VIP Support may rollover up to ten percent (10%) of any unused Quarterly Customer Directed Hours into the subsequent Subscription Term quarter only.
3. Annual. TAM champion shall support Customer from an administrative and maintenance perspective by providing insights regarding model clean-up and organization, change management, and process improvements. Customer shall also receive a holistic Cloud Services performance assessment touching on model performance, areas of improvement for calculation time and scalability of product adoption.
4. Ongoing. Throughout the year, TAM champion shall help Customer enable established product and architecture best practices, provide ad hoc guidance with respect to new product functionality, and review designs for Customer’s proposed model changes. Upon request the dedicated TAM may also act as a general Support Services team liaison and assist with issue investigation, root cause analysis, and resolution.

2.2.2 Enhanced VIP Support. In addition to all Essential VIP Support features, Enhanced VIP Support includes fifty (50) additional Quarterly Customer Directed Hours, for a total of eighty (80) hours. Quarterly Customer Directed Hours expire at the end of their applicable quarter, provided customers receiving Enhanced VIP Support may rollover up to ten percent (10%) of any unused Quarterly Customer Directed Hours into the subsequent Subscription Term quarter only.

2.2.3 Elite VIP Support. Elite VIP Support includes all Essential VIP Support features but includes a custom number of total Quarterly Customer Directed Hours identified in the applicable Order. Quarterly Customer Directed Hours expire at the end of their applicable quarter, provided Customers receiving Elite VIP Support may rollover up to ten percent (10%) of any unused Quarterly Customer Directed Hours into the subsequent Subscription Term quarter only.

3. SUPPORT PROCESS

3.1. Support Hours. Varicent shall provide Support Services for Severity 1 Support Tickets twenty-four hours a day, seven days a week (24x7). Varicent shall provide all other Support Services during the Support Service Hours.

3.2. Process.

3.2.1. All requests for Support Services shall be submitted by Customer through Varicent’s Support Ticket system. Each Support Ticket shall have a unique case number assigned to it which shall be referenced by both Parties in all correspondence regarding that Support Ticket. Varicent shall use commercially reasonable efforts to reproduce and diagnose all Support Tickets and correct all issues that it is able to reproduce.

3.2.2. If Customer needs to open a Severity 1 Support Ticket, Customer shall (a) create a Support Ticket and set its Severity Level to “Sev 1 – Critical Impact/Service Down” or (b) email support@varicent.com and put “Sev1” in the subject line, which shall generate an alert to the Varicent Support Services team.

3.2.3. If Customer would like to speak directly to a Varicent Support Services team member, Customer shall send an email to support@varicent.com with “call me” in the subject line and a Varicent Support Services team member shall call Customer.

3.3. Customer Assistance. Customer shall promptly provide Varicent with reasonable assistance in determining the source of and resolving Support Tickets. Such assistance shall include, upon Varicent’s request, allowing Varicent to remotely access the Customer’s instances of the Cloud Service and sending information or system data to Varicent.

4. EXCLUSIONS

Notwithstanding anything to the contrary in this Schedule, Varicent shall have no obligation to provide, and the Support Services expressly exclude, issues arising from: (a) Customer’s, its Subsidiaries’, or any Authorized User’s use of any systems that do not comply with the system requirements in the Documentation; (b) networks, systems, hardware, equipment, or software not provided by Varicent that are installed on or used in connection with the Customer’s systems; (c) Customer’s, any of its Subsidiaries’, or any Authorized User’s negligence, operator error, or use of the Cloud Service other than in accordance with the Agreement and Documentation; (d) Customer’s, any of its Subsidiaries’, or any Authorized User’s failure to secure login and password information or otherwise safeguard the Cloud Service against unauthorized access through Customer’s or its Authorized Users’ accounts; (e) Customer’s system management or system administration duties, including connectivity issues caused by corporate networking (firewalls, proxies, etc.); or (f) Customer’s failure to comply with Section 3.3.

 

 

Support Services Schedule_New_Feb 2023