Managed Services Terms

1. General Terms and Conditions – All Managed Services

A. For each Managed Service, Client must submit requests for services in scope with such Managed Service in writing via email or via JAGGAER’s ticketing system.

B. JAGGAER will track and report hours consumed in thirty-minute increments. Client will have access to reporting of the Hours consumed in each month and quarter of the Subscription Term.

C. Managed Services are annual subscriptions, but entitlements are based on Hours per Quarter as specified in the applicable Order Form. Unused hours in any Quarter may not be used in subsequent Quarters.

D. All Managed Services will be performed by JAGGAER personnel remotely, during normal business hours and days, and in English language, unless otherwise provided in the Order Form.

E. JAGGAER personnel will not make any business decisions for Client, and Client retains sole responsibility for all decisions and strategy, including whether or how to implement any recommendation or advice or to interpret any data or reporting.

2. Managed Services Packages:

A. Technology and Analysis Services

Administrative Management – Services: Conduct repetitive, basic administrative tasks related to use of Client’s JAGGAER Applications, including activate/deactivate suppliers, update supplier data, manage user profiles, update category trees, manage order failures, create/update templates or forms and Adopt guides, manage scorecards, perform minor configuration, integration or workflow adjustments, mass data uploads or deletions via Client user interface, monitor Client’s user interface, configure release features and provide release testing assistance or release training.
Exclusions: implementation of new modules, major configuration changes, new workflow management, Client landing page or user experience/user interface management, and other changes that require a JAGGAER professional services project and/or technical support engagement.

Reporting – Services: Develop and provide reports and perform modifications to Analytics dashboards using data from JAGGAER applications, including monthly reports, performance, financial reports and executive summaries to be used for regulatory requirements, operation analysis, understanding areas of improvement and corrective action.
Exclusions: creation/modification of reports outside of the JAGGAER Applications, data de-duplication or cleansing and/or risk assessments.

AI Optimization – Services: Provide assistance to optimize JAGGAER AI offerings (Invoice Capture, Contracts AI, etc.) to enhance accuracy and/or capture rate. Offer training using accurate and representative examples provided by the client to improve the training of AI algorithms.
Exclusions: solution modifications that require JAGGAER professional services and/or technical support project or engagement; creation of sample data; or interaction with third parties like suppliers to get source data

B. Strategic Services

Supplier Strategy – Services: Conduct strategic, value-added services, including assist with purchase campaign activities, category/supplier analytics and prioritization, contract administration maintenance (templates), guided buying landing pages, ongoing management of catalog suppliers, tail spend analytics, catalog onboarding, contract catalog onboarding, contract compliance tracking, or assist with onboarding suppliers identified by Client.
Exclusions: hosted punchout CXML integration setup, EDI integration, conducting exception management processes, and/or supplier enablement services.

Sourcing Event Management – Services: Assist with Start Up, Guided or Managed sourcing events, optimize Sourcing capabilities within event setup and analysis features. Provide review of Sourcing features and parameters including e-auction strategy, feedback, and timeline. Coach on event and award strategy and train on standard reporting post event.
Exclusions: Platform setup and maintenance.

Subject Matter Expertise (SME) – Services: Provide deep technical and functional knowledge of the purchased modules and works closely with client to increase usage and overall adoption. Collaborate with Client to analyze business processes and understand next steps. Consult on configuration options and advise Client on various common practices. The SME acts as a point of contact for advanced technical and integration topics and identified functional gaps and performance improvements. Supports training for new administrators or on new release features.
Exclusions: implementation of new modules.