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    Support Services

    For JAGGAER’s Hosted Research Material Management Applications v2.9.17
    1. ATTENTION! THE FOLLOWING SUPPORT SERVICES TERMS WILL BE LEGALLY BINDING ON CLIENT UPON EXECUTION OF AN AGREEMENT WITH JAGGAER FOR ANY JAGGAER HOSTED RESEARCH MATERIAL MANAGEMENT APPLICATIONS. CLIENT SHOULD CAREFULLY READ THE FOLLOWING SUPPORT SERVICES TERMS BEFORE EXECUTING THE AGREEMENT.

    1. Customer Support Services
      eProcurement Catalog Integrations Rolling 6
      Number of Customer Support Contacts 2 per region (Americas, Europe, MEA, APAC)
      24×7 Availability Monitoring
      24×7 Customer Portal Access
      Severity 1 Cases                          24×7 Support
      Severity 2-4 Cases

      US Business Hours: Monday to Friday

       

      8am to 6pm eastern time

      Support Language English
      Supplier Support
      Phone Support
    2. Support Definitions
      Support Definitions
      eProcurement Catalog Integrations Rolling is the number of active supplier catalog integrations  in progress at one time.  A supplier catalog enablement and its associated PO and Invoice connections represents a single integration to a supplier.
      Number of Customer Support Contacts

      Administrative support is provided to Support Contacts for system bugs, system errors, basic how-to questions, technical performance, and system availability on JAGGAER Applications for production and test purposes.

       

      Support Contacts are the Customer’s designated, authorized, and trained users of the JAGGAER SaaS Applications who are authorized to submit cases and work directly with JAGGAER support services.

      24×7 Availability Monitoring Monitoring the platform to ensure maximum availability and performance.
      24×7 Customer Portal Access Support Contacts can access JAGGAER Customer Portal at https://www.jaggaer.com/service-support/customer-support/ to submit and review cases, access online product documentation, and review the Knowledge Base.
      Supplier Support

      Supplier assistance is provided for technical issues for login and password issues, system errors, basic how-to questions, technical performance, system availability.  All business questions will be redirected to the Customer.

       

      Suppliers contact support via webform:  https://www.jaggaer.com/service-support/supplier-support/

      Phone Support Customers and suppliers can contact support via these phone numbers: https://www.jaggaer.com/service-support/global-customer-care-support-phone-numbers/

     

    1. Support OperationsHoliday schedule:
      1. December 25th – Reduced Customer and Supplier support availability.
      2. January 1st – JAGGAER offices will be closed, however support is available for Severity Level 1
      3. Local Business Hours – offices will be closed on US national holidays
        Hours and Languages
        Support for Severity 1 Cases (via support portal) 24 hours x 7 days a week
        Support for Severity 2 – 4 cases Monday – Friday
        8 a.m. to 6 p.m. US ET
        Language support English
    2. Service Level AgreementJAGGAER will provide Support Services in accordance with the response times below. Determination of severity levels shall be within JAGGAER’s sole discretion, acting reasonably.
      Severity Level Initial Response Time Delivery of a Solution
      or Action Plan
      Severity Level 1 (Urgent): An Incident that severely impacts your use of the JAGGAER Application for production purposes (such as loss of production data or in which your production systems are not functioning). The Incident halts your business operations and no procedural work around exists. 2 Hours 12 Hours
      Severity Level 2 (High): An Incident where the JAGGAER Application is functioning but your use for production purposes is severely reduced. For production purposes, where the Incident is causing a high impact to portions of your business operations and no procedural work around exists. 4 Hours 2 Business Days
      Severity Level 3 (Medium): An Incident that involves partial, non-critical loss of use of the JAGGAER 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
      Severity Level 4 (Low): A general usage question, 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 Applications. 2 Business Days Next Release
      Severity Level Item Definitions
      Initial Response JAGGAER communications to the case owner acknowledgement of the issue.
      Delivery of a Solution JAGGAER communications to the case owner with a proposed resolution to solve the reported issue.
      Delivery of an Action Plan JAGGAER communications to the case owner with a statement detailing the steps which will be taken, along with estimated timelines if available, in order to resolve the issue.
      Next Release JAGGAER will review for Next Release unless Incident is received within 30 days of a release, it will be evaluated for the following release cycle
    3. Incident Tracking for the JAGGAER SaaS Applications. Reported Incidents shall be logged and tracked via the use of an incident tracking system, which system may be accessed via the JAGGAER Customer Portal. Upon notification by Customer of an Incident via the JAGGAER Customer Portal, an Incident number shall be assigned which will remain open until the Incident is resolved or Customer becomes non-responsive. Customer must refer to the Incident number for all subsequent inquiries with regard to the Incident.
    4. Service Level Availability. JAGGAER shall make all JAGGAER SaaS Applications available to Customer for at least ninety-nine and one half percent (99.5%) of the time (determined monthly on a calendar basis), seven (7) days a week, twenty-four (24) hours per day, not including any unavailability that (i) results from JAGGAER maintenance communicated in advance or (ii) results from the poor performance or, of failure of, internet service or other outside service, software or equipment not within the control of JAGGAER (“Service Level Availability”). JAGGAER test and pre-production environments are expressly excluded from this or any other service level commitment.
    5. Service Level Availability Reporting for the JAGGAER Applications.Historic Service Level Availability for the JAGGAER Applications may be requested at any time from Customer Support.
      1. Service Level Availability Commitment.JAGGAER commits to provide the Service Level Availability set forth above. If in any calendar month this Service Level Availability commitment is not met by JAGGAER and Customer was negatively impacted (i.e., attempted to log into or access the JAGGAER Applications and failed due to the unscheduled downtime of the JAGGAER Applications), JAGGAER shall provide, as Customer’s sole and exclusive remedy, a service credit calculated as set forth below:
        1. If Service Level Availability is greater than 99% and less than 99.5%, the service credit shall be 5% x 1/12thof the annual Subscription Fee for those JAGGAER Applications that were actually negatively impacted; and
      2. If Service Level Availability is greater than 98% and less than 99%, the service credit shall be 10% x 1/12th of the annual Subscription Fee for those JAGGAER Applications that were actually negatively impacted; and
      3. If Service Level Availability is less than 98%, the service credit shall be 15% x 1/12th of the annual Subscription Fee for those JAGGAER Applications that were actually negatively impacted.
    6. Credit Request. In order to receive a credit under this Service Level Availability commitment, Customer must request it by emailing JAGGAER at SLA@JAGGAER.com within seven (7) business days of the end of the applicable month. If Customer submits a service credit request and does not receive a prompt automated response indicating that the request was received, Customer must resubmit the request because the submission was not properly received and will not result in a credit. Customers who are past due or in default with respect to any payment or any material contractual obligations to JAGGAER are not eligible for any credit under this Service Level Availability commitment. JAGGAER shall calculate any service level downtime using JAGGAER’s system logs and other records. JAGGAER shall issue the service credit against the next invoice and if there is no future invoice, a service credit will be provided in the form of a refund.
    7. JAGGAER Disaster Recovery Commitment.The maximum period during which any data may be lost as a result of any incident is twenty-four (24) hours (the “Recovery Point Objective”). The maximum period before which the JAGGAER Applications will be restored after a disaster or disruption shall be twenty-four (24) hours (the “Recovery Time Objective”).
    8. Customer Support Expectations.Customer will maintain and manage internal support capabilities to address end-user inquiries through Customer’s or Customer’s subcontractor’s Support Contacts within Customer’s (or Customer’s subcontractor’s) organization and determine whether an issue or defect (“Incident”) should be communicated to JAGGAER by a Support Contact for Support Services (e.g. a help desk). The Support Contact shall conduct reasonable and adequate research with respect to an Incident prior to contacting JAGGAER for assistance. Customer shall use commercially reasonable efforts to assist JAGGAER in reproducing the specific situation in which a JAGGAER SaaS Application, standing alone, demonstrates a failure to substantially conform to all published, functional and technical specifications for the applicable version of the JAGGAER Applications (the “Specifications”). JAGGAER will use commercially reasonable efforts to correct reproducible errors to enable the JAGGAER Application to perform substantially in accordance with the Specifications.
    9. JAGGAER may from time to time provide new feature functionality, enhancements, and other changes, which are logical improvements to a JAGGAER SaaS Application and which JAGGAER elects to make available to all JAGGAER Customers 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 Application nor do they include any Professional Services that may be required for implementation.
    10. Scope of Support Services. When a JAGGAER SaaS Application is deployed in conjunction with other software products, including but not limited to web servers, databases, and operating systems, JAGGAER is not responsible for providing Support Services for these other products, or for ensuring correct interoperation with these products. Customer is responsible for ensuring it is using JAGGAER’s recommended browsers when using the JAGGAER SaaS Applications and JAGGAER is not responsible for providing Support Services related to browsers not recommended by JAGGAER. At Customer’s request, JAGGAER may provide technical, operational or other assistance or consulting in excess of the standard Support Services described herein for additional fees under the terms of a Statement of Work executed by JAGGAER and Customer. Support Services do not include any on-site services and JAGGAER shall be reimbursed by Customer for any reasonable travel and living expenses and travel time, to be invoiced by JAGGAER on a monthly basis.
    11. Upgrades: At least eight (8) weeks prior to any major release and four (4) weeks prior to any minor release, JAGGAER will communicate the upgrade dates for Test and Production environments for the release.  A “Major Release” is designated by a whole number and one decimal number, e.g., 21.2 or 21.2.0;   A minor release which is a whole number and two decimal numbers, e.g., 21.2.1, where the second decimal number is not a zero (0). When Test environment upgrades are complete, Client’s environment is available for Client release testing. With written notice at least two (2) weeks prior to the announced Production upgrade date for a major release, Client can Opt-out of the Production upgrade for that release.  In this event, JAGGAER will upgrade Client’s Test and Production environments to the following Major release on its announced upgrade dates, and Client may not opt out of these upgrades.  JAGGAER reserves the right, at its sole discretion, to install an emergency upgrade or patch in Client’s test and/or production environments upon 24 hours written notice, in order to address an issue which JAGGAER deems to be operationally critical. Upgrades and other Support Services are limited to one (1) test environment and one (1) production environment. Temporary access to additional project environments is subject to payment of additional fees under the terms of a Statement of Work executed by JAGGAER and Client.
    12. The Support Services exclude any services required to resolve any Incidents arising from or related to: (i) use of the JAGGAER SaaS Applications not in accordance with the Agreement, including applicable Specifications; (ii) modification by Customer or any third party of any part of the JAGGAER Applications or interface software that interacts with the JAGGAER SaaS Applications; (iii) alteration of any underlying data or data structure of, or related to, the JAGGAER SaaS Applications other than through use of the JAGGAER SaaS Applications in accordance with the Agreement, including the applicable Specifications; (iv) making changes to site configuration as finalized upon Solution Acceptance during implementation and (v) third party software. Any Professional Services provided by JAGGAER to correct any Incidents arising from or related to the items above shall be subject to additional fees under the terms of a Statement of Work executed by JAGGAER and Customer. At Customer’s request, JAGGAER may provide technical, operational or other assistance or consulting in excess of the standard Support Services on a fixed-price basis under a Statement of Work mutually agreed upon by JAGGAER and Customer.