Support Services for JAGGAER’s Direct Software-as-a-Service (“SaaS”) Applications (formerly, POOL4TOOL)
- ATTENTION! THE FOLLOWING SUPPORT SERVICES TERMS WILL BE LEGALLY BINDING ON CLIENT UPON EXECUTION OF AN AGREEMENT WITH JAGGAER FOR THE JAGGAER DIRECT APPLICATIONS. CLIENT SHOULD CAREFULLY READ THE FOLLOWING SUPPORT SERVICES TERMS BEFORE EXECUTING THE AGREEMENT.
- Support Services Hours; Contacts. JAGGAER shall provide Client with the maintenance and support services described herein for Client’s production environment (“Support Services”) from the hours of 9:00 a.m. to 5:00 p.m. local time Monday through Friday, excluding JAGGAER U.S. and Austrian holidays (which shall be communicated by JAGGAER to Client reasonably in advance). JAGGAER shall provide Support Services for up to three (3) designated, authorized, qualified and trained users of the JAGGAER Direct Applications (“Support Contacts”) unless otherwise agreed by JAGGAER and Client. In addition to being authorized to request Support Services from JAGGAER, the Support Contacts act as the Client’s point of contact for JAGGAER Support Services. Client may contact the JAGGAER Support Services team via web portal, email at support@pool4tool.com or phone at: +43-1-80 410 50 (Europe and Africa); +1-248-434-1268 (North and South America); and +65-656 280 60 (Asia and Australia).
- Standard Support Services Scope; Premium Support Services. The standard Support Services are provided: (i) for Client’s production environment only; (ii) in English (9:00 a.m. to 5:00 p.m. local time Monday through Friday) and German (9:00 a.m. to 5:00 p.m. UTC+1) (the “Standard Support Languages”); (iii) to address any issues or defects (“Incidents”) in the JAGGAER Direct Applications (vs. general usage questions); and (iv) to Client (vs. to Client’s suppliers). Additionally, the items described below in Section 8 are excluded from standard Support Services. Support Services outside of standard Support Services may be available for additional fees, whether as a JAGGAER Premium Support offering or in accordance with a Statement of Work executed by JAGGAER and Client, per Section 8 below. Contact your account manager regarding availability and pricing for Premium Support Services.
- Response Times. JAGGAER will use commercially reasonably efforts to provide Support Services in accordance with the response times shown in the table below. Determination of severity levels shall be within JAGGAER’s sole discretion, acting reasonably.
| Severity Level | Initial Response | Delivery of a Solution or Action Plan |
|---|---|---|
| Severity Level 1 (Urgent): An Incident that severely impacts your use of the JAGGAER Direct Application for production purposes (such as loss of production data or your production systems are not functioning). The incident halts your business operations and no procedural work-around exists. | 4 Business Hours | 1 Business Day |
| Severity Level 2 (High): An Incident where the JAGGAER Direct Application is functioning but your use for production purposes is severely reduced. For production purposes, there is a high impact to portions of your business operations and no procedural work around exists. | 12 Business Hours | 2 Business Days |
| Severity Level 3 (Medium): Applies to insignificant interruptions of the regular business that result from malfunction. An Incident that involves partial, non-critical loss of use of the JAGGAER Direct Applications for production purposes. For production purposes, there is a medium to low impact on your business, but your business continues to function. | 1 Business Day | Next Release, unless Incident occurs in the three week period prior to a release, in which event the time frame will be within the next two releases |
| Severity Level 4 (Low): Reporting of a documentation error or recommendation for a future product enhancement or modification. For production purposes, there is low to no impact on your business or the performance or functionality of the JAGGAER Direct Application. | 2 Business Days | Next Release, unless Incident occurs in the three week period prior to a release, in which event the time frame will be within the next two releases |
- Service Level Availability. JAGGAER shall make the JAGGAER Direct Applications available to Client for at least ninety-nine and one half percent (99.5%) of the time. JAGGAER test environments are expressly excluded from this commitment.
- Client Support Expectations; Incident Tracking and Resolution. Client will address its users’ support requests via Client’s Support Contacts and determine whether an Incident should be communicated to JAGGAER by a Support Contact for Support Services. The Support Contact shall conduct reasonably adequate research with respect to an Incident prior to contacting JAGGAER for assistance. Upon notification by Client of an Incident, an Incident Tracking Number shall be assigned (“ITN”). The ITN will remain open until the Incident is resolved. If Client’s Support Contact fails to respond to JAGGAER Support Services, the ticket will be closed after one week of inactivity. Client must refer to said ITN for all subsequent inquiries with regard to the Incident. Client shall use commercially reasonable efforts to assist JAGGAER in reproducing the specific situation in which a JAGGAER Direct Application, standing alone, demonstrates a failure to substantially conform to all published, functional and technical specifications for the applicable version of the JAGGAER Direct Applications (the “Specifications”).
- Updates. JAGGAER may from time to time provide new feature functionality, enhancements, and other changes, which are logical improvements to a JAGGAER Direct Application and which JAGGAER elects to make available to all JAGGAER clients on a commercial basis in the form of a release or otherwise (“Updates”). Updates do not include any new software products that are then made generally available on a commercial basis as separate, price-listed options or additions to a JAGGAER Direct Application nor do they include any Professional Services that may be required for implementation.
- Exclusions. The standard Support Services exclude any services related to or arising from: (i) use of the JAGGAER Direct Applications not in accordance with the Agreement, including applicable Specifications; (ii) modification by Client or any third party of any part of the JAGGAER Direct Applications or interface software that interacts with the JAGGAER Direct Applications; (iii) alteration of any underlying data or data structure of, or related to, the JAGGAER Direct Applications other than through use of the JAGGAER Direct Applications in accordance with the Agreement, including the applicable Specifications; (iv) changes to site configuration as finalized upon Solution Acceptance during implementation; (v) third party software; (vi) interoperation between the JAGGAER Direct Applications and third party software; (vii) use of browsers not recommended by JAGGAER; (viii) training Client or answering general usage questions; (ix) on-site services; and (x) languages other than the Standard Support Languages. Any Professional Services provided by JAGGAER arising from or related to the items above shall be subject to additional fees either under the terms of a Statement of Work executed by JAGGAER and Client or in connection with a Premium Support Services offering. Contact your account manager regarding availability and pricing for Premium Support Services.