Customer Success Package
Statement of Work
The purpose of this Statement of Work is to set forth the Professional Services provided to Client by beqom as required for maintaining the Application during the period stated in the relevant Order Form which this Appendix is attached to.
Capitalised terms used herein are defined in the List of Definitions appendix. Other capitalised terms not defined in the Professional Services Terms shall have the meaning ascribed thereto in the Agreement.
Refer to the Order Form.
Beqom will perform the Professional Services stated in the Scope Description appendix in accordance with the Professional Services Terms.
Any items that are not specifically stated in Sections 3 (Assumptions) or 4 (Scope) or in any exhibit or appendix referred to in the Order Form are considered out of scope.
6.1 Remotely. Beqom will provide the Professional Services set out herein remotely with exceptions for necessary meetings with Client resources.
6.2 On-site. By approving for being onsite the Client project manager accepts to cover for the related travel costs and expenses according to the travel & expense policy referred to in the Order Form.
6.3 Exceptions and Extensions. Exceptions to this normal operation schedule will be mutually agreed in writing by the Parties.
7. Fees and expenses
Refer to the Order Form.
8. Project Resources And Equipment
8.1 Beqom Resources. Beqom project team is comprised of experienced resources and managed by an executive team with experience in enterprise application deployment. Beqom project team will include:
|Beqom Project Team Role
|Support at the corporate level to ensure beqom's highest-level commitment to the success of the project.
|Head of Customer Support
|Executive oversight maintaining overall responsibility for the successful delivery of the support activities globally.
|Customer Support Manager
|Regional management oversight maintaining overall responsibility for the successful delivery of the support activities in the region including general alignment with Client business goals.
|Technical oversight, timely response and resolution of incidents or tasks raised by Client. These engineers will be divided in three working groups: Level 1, Level 2 and Level 3.
8.2 Client Resources. Beqom will require access to and input from subject matter experts and other team members from Client as applicable. Client Administrators shall be responsible for triaging and raising tickets.
9. Approved subcontractors
Client hereby acknowledges and agrees that beqom may hire the Subcontractors listed in the Order Form for carrying out the Professional Services.
Refer to the Order Form.
11. Change Management
Changes to this Statement of Work will be managed according to a change management process as set out in the Agreement.
|Customer Success Package
|Customer Support Manager
|Provision of a dedicated beqom Customer Success Manager
|Annual program kick off
Annual program kick off delivered by beqom’s Customer Success Manager. Agenda shall consist of:
|Client enablement and beqom customer portal access
|Unlimited online user access to beqom’s customer portal which includes knowledge base articles, “how to” videos, and release notes
|Program goal planning
|Develop program goals and plans Monthly with beqom Customer Success Manager
|Program status calls and planning
|Weekly status calls with beqom Customer Success Manager to review program goals, progress and issues.
|Functional Maintenance Request (FMR) Consulting and Delivery
|Tech Support: reporting and meeting
|Monthly report and meeting with beqom Technical Support Engineer to review any open tickets relating to the functional maintenance within beqom’s technical support queue
|Tech Support: Ticketing
|Service Level Objectives
|First response commitment for functional maintenance (from approved production instance access)*
|First response commitment
|Operating business hours
|Resolution (from approved production instance access)**
|Critical (Priority 1)
|24/7 continuous engagement*** of a team of beqom engineers to find a resolution to the reported Anomaly. beqom will provide a status report to the Client every 4 hours until a Resolution is achieved irrespective of the support level purchased.
|High (Priority 2)
|24/7 continuous engagement**** of a team of beqom engineers to find a resolution to the reported Anomaly. Beqom will provide a status report to the Client every 4 hours until a Resolution is achieved irrespective of the support level purchased.
|Normal (Priority 3)
|Client and beqom shall mutually agree on an acceptable resolution timeframe. Beqom will provide a status report to the Client once every two weeks or earlier as progress on finding a Resolution is made.
|Low (Priority 4)
|Beqom will seek to deliver a Resolution in the next Update. Beqom will provide a status report to the Client as and when any progress is made.
* Client shall approve access for the support staff to the given environment before tickets can be analyzed and resolved.
** Client shall approve access for the support staff to the given environment before tickets can be analyzed and resolved.
*** Continuous engagement means a commercially reasonable effort by beqom to find a Fix.
**** Continuous engagement means a commercially reasonable effort by beqom to find a Fix.
Capitalised terms not defined herein shall have the meaning ascribed thereto in the Professional Services Terms.
|means administrators in charge of Client’s computer and network systems or of Client's business process as described in and within the limits of the applicable Order Form for Professional Services. Unless otherwise specified in the applicable Order Form, the number of Administrators shall be maximum five.
|means the application layer of the software Solution as configured and deployed for Client to use the Cloud Services.
|means a defect, error, or bug, including security defects, or other defects in the Application, having a materially adverse effect on the appearance, operation, or functionality of the software solution, but excluding any defect, error or bug caused by or arising as a result of:
|means a Fix for the Application; a mutually agreed upon Work-Around; or any other remediation measure, such as a reconfiguration of the Application.
|Fix or Fixed
|means a solution that has been implemented and incorporated into the Solution by the beqom to restore the Solution functionality.
|means an initial electronic response from the beqom to Client Administrators regarding a reported problem by an Administrator. The First Response will include acknowledgement from beqom of the reported problem.
|means a request regarding the maintenance of the Functionalities of the Application after the end of the Warranty Period for Professional Services, excluding any maintenance related to the Solution and/or the Platform. For clarity Functional Maintenance Requests are not Change Requests.
|means a critical Anomaly with the production instance affecting all Users in which any of the following occur: the Application is unavailable to Client; or the observed performance of the Application prevents all useful work from being done.
|means an Anomaly with the Application in which any of the following occur: the production instance is accessible by Client, but severely limited or degraded, major functions are not performing according to the Documentation, the situation is causing a significant impact to Client's operations.
|means an Anomaly with the Application in which any of the following occur: the Anomaly has minimal impact to business operations, but business operations continue to function; the Anomaly is localized or has isolated impact to Client’s business operations; the Anomaly is an operational nuisance to Client; or the Anomaly is any other problem that is not a Priority 1, Priority 2 or Priority 4.
|means a cosmetic or ergonomic Anomaly with the Application in which any of the following occur: the Anomaly is an irritant to Client, affects nonessential functions of the Application, the Anomaly results in Documentation errors; or the Anomaly is any other problem that is not a Priority 1, 2 or 3, but is otherwise a failure to conform to the Documentation.
|means configuration, functional maintenance, configuration support, advisory assistance and/or training services specified in the Customer Success Package.