Effective starting: May 1st, 2020
This Enterprise Support and Services Policy (the “Policy”) governs Plaetos' provision of certain Additional Services in connection with its cloud offerings (“Plaetos Products”). This Policy supplements the Plaetos Terms of Service, or a written agreement executed by Plaetos (each, the “Agreement”) and will control in event of a conflict with the Agreement relating to Additional Services. Capitalized terms not defined in this Policy have the same meanings given to them in the Agreement, and “you” means the person or entity with a license or subscription to Plaetos Products as defined in the Agreement.
If Enterprise Support services are included in the applicable Order, the following terms will also apply:
“Enterprise Support” refers to Plaetos' Premium Support services and any other services specifically offered to our Enterprise customers. Enterprise Support services are performed remotely via phone, screen shares, tickets, chat and other electronic means and will not include travel to or time spent on your site. Enterprise Support does not include any software or software upgrades. For the avoidance of doubt, services not included in the Offering Details are not Enterprise Support services. The Offering Details and features are subject to change in accordance with the process set forth for changes to our policies in the Agreement.
The Support Period will be indicated in your Order and will expire on the date indicated in your account. Upon expiration of the Support Period, you will no longer have access to Enterprise Support. The Support Period may be renewed by mutual written agreement of the parties, but terms and conditions, including pricing, are subject to change.
During an initial period after purchase, we will manually transition eligible tickets, calls, and support requests from standard support queues to the Enterprise Support queues until we configure the Required Information (as defined below) associated with your Enterprise Support account (the “Onboarding Period”). During the Onboarding Period we will make reasonable efforts to meet the Response Times specified in the Offering Details. We will continue to manually transition eligible support requests until we receive the Required Information from you and we configure it in our support systems. “Required Information” means (i) in the case of Premium Support, named contacts and domains.
Upon mutual written agreement of the parties, you agree to be featured as the subject of a case study testimonial or white paper written by us as described in this Section 1.5. The testimonial or white paper will discuss your experience with Enterprise Support and may be published on our website, distributed in our marketing materials, or published in relevant media outlets. You will have the right to approve such materials in advance, such approval not to be unreasonably delayed or withheld.
If Premium Support Services are included in the applicable Order, the following terms will also apply:
(a) How the Premium Support program works
A Premium Support Manager (PSM) is a Plaetos product specialist who serves as your key point of contact with us and who provides general advice and guidance on Plaetos products and related services (as further specified below). We will designate an individual to serve as your PSM. We may designate a new PSM for you from time to time, upon notice to you. The PSM will be available to provide Plaetos PSM support services as further described below (“PSM Services”) to you during Business Hours (as defined below) for up to four (10) hours a month during the PSM Services term (inclusive of direct support interactions and internal efforts on your behalf). PSM Services may be provided via e-mail or over the phone, as designated by us and on the schedule mutually agreed by the PSM and your Account Representatives. From time to time as set forth in the Order, or as otherwise may be requested by you and at your expense, the PSM may travel to your site for the purposes of attending business meetings. However, for the avoidance of doubt, the PSM will not render any PSM Services at your location at any time. “Business Hours” means 9am to 5pm in a mutually agreed primary location for service delivery.
(b) Customer Contacts
You will designate up to two (2) individuals to serve as key points of contact with the PSM (the “Customer Contacts”). You will submit all your requests through your Account Representatives, and we will rely and act upon each Customer Contact’s instructions. You will ensure that your Customer Contacts have baseline knowledge of the Plaetos Products you are using.
(c) What the PSM does
Actual areas of advice and guidance will depend on your requests and needs and will be specified in your Order, but will generally be in the areas of:
We may update the list of PSM Services from time to time upon notice to you. We may also provide additional specialist services or help to source these specialist services for you from within our network of Partners, subject to mutual agreement and an updated Order.
(d) What the PSM does not do
The PSM will not:
You acknowledge that the PSM Services fee is to secure the availability of the PSM as well as the time and effort spent by the PSM on PSM Services. Hours not consumed in a given period cannot be banked, accumulated or saved for subsequent periods. While we will use commercially reasonable efforts to provide PSM Services in a professional manner and to address your requests, we do not guarantee that we will resolve all requests.
The PSM Services Term shall all be indicated in your Order. The PSM Services Term starts on the PSM Services start date indicated in your Order. Upon expiration of the PSM Services Term, you will no longer have access to the PSM Services. The PSM Services Term may be renewed by mutual written agreement of the parties, but terms and conditions, including pricing, are subject to change.
Upon mutual written agreement of the parties, you agree to be featured as the subject of a case study testimonial or white paper written by us as described in this Section 2.4. The testimonial or white paper will discuss your experience with the PSM Services and may be published on our website, distributed in our marketing materials, or published in relevant media outlets. You will have the right to approve such materials in advance, such approval not to be unreasonably delayed or withheld.