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Support Services

for the JAGGAER Indirect Software-as-a-Service (“SaaS”) Applications and JAGGAER Advantage (formerly, BravoSolution) SaaS Applications
  1. ATTENTION! THE FOLLOWING SUPPORT SERVICES TERMS WILL BE LEGALLY BINDING ON CLIENT UPON EXECUTION OF AN AGREEMENT WITH JAGGAER FOR ANY JAGGAER INDIRECT OR JAGGAER ADVANTAGE SAAS APPLICATIONS. CLIENT SHOULD CAREFULLY READ THE FOLLOWING SUPPORT SERVICES TERMS BEFORE EXECUTING THE AGREEMENT.
  2. Support Services Hours; Contact Information. Hours and contact information for the maintenance and support services (“Support Services”) are listed below.
JAGGAER Applications Support Hours Support Contact Information
JAGGAER Indirect: eProcurement and AP Applications

Clients: 4:00 a.m. ET Monday – 8:00 p.m. ET Friday, excluding JAGGAER U.S. holidays (which shall be communicated by JAGGAER to Client reasonably in advance), and 24×7 access for reporting Severity Level 1 Incidents (as defined below)

 

Suppliers: 12:00 a.m. ET Monday – 11:59 p.m. ET Friday, excluding JAGGAER U.S. holidays

  • +1-800-233-1121 (Global)
  • JAGGAER’s Support Services web portal at
JAGGAER Indirect: Spend Radar Application Clients: 8:00 a.m. ET Monday – 5:00 p.m. ET Friday, excluding JAGGAER U.S. holidays
JAGGAER Indirect: Advanced Sourcing Optimizer, Total Supplier Manager and Sourcing Director Applications

Clients: 12:00 a.m. ET Monday – 11:59 p.m. ET Friday, excluding JAGGAER U.S. holidays (which shall be communicated by JAGGAER to Client reasonably in advance), and 24×7 access for reporting Severity Level 1 Incidents (as defined below)

 

Suppliers: 12:00 a.m. ET Monday – 11:59 p.m. ET Friday, excluding JAGGAER U.S. holidays

  • +1-800-233-1121 (Global)
  • JAGGAER’s Support Services web portal at
JAGGAER Advantage Applications Clients: 12:00 a.m. GMT Monday – 11:59 p.m. GMT Friday, and 24×7 access for reporting Severity Level 1 Incidents (as defined below)

 

  1. Support Contacts. Except for the Advanced Sourcing Optimizer Application, JAGGAER shall provide Support Services for to up to three (3) designated, authorized, qualified and trained users of the JAGGAER Applications (“Support Contacts”) free of charge. Additional Support Contacts may be available, subject to additional fees (Discuss with your account manager). In addition to being authorized to request Support Services from JAGGAER, Support Contacts act as the Client’s point of contact for JAGGAER Support Services notifications, including maintenance windows, Service Level Availability alerts and security-related matters. For JAGGAER’s Total Supplier Manager, Sourcing Director and eProcurement Applications, Support Services for Client’s suppliers shall be limited to technical assistance and shall not include Client supplier questions related to Client’s business or operations. There are no restrictions on the number of users of the Advanced Sourcing Optimizer Application that may request Support Services.
  1. 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 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. 1 Hour 8 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 3 Business Days
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 5 Business Days

 

  1. Service Level Availability. JAGGAER shall make all JAGGAER SaaS Applications available to Client 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.
  2. Service Level Availability Reporting for the JAGGAER Indirect Applications. Real-time and historic Service Level Availability for the JAGGAER Indirect Applications may be viewed at https://www.jaggaer.com/trustcenter/uptime-report/
  3. 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 Client 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 Client’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 1/12th of 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.
  4. Credit Request. In order to receive a credit under this Service Level Availability commitment, Client must request it by emailing JAGGAER at SLA@JAGGAER.com within seven (7) business days of the end of the applicable month. If Client submits a service credit request and does not receive a prompt automated response indicating that the request was received, Client must resubmit the request because the submission was not properly received and will not result in a credit. Clients 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.
  5. Client Support Expectations. Client will maintain and manage internal support capabilities to address end-user inquiries through Client’s or Client’s subcontractor’s Support Contacts within Client’s (or Client’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. Client shall use commercially reasonable efforts to assist JAGGAER in reproducing the specific situation in which a JAGGAER 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.
  6. Incident Tracking for the JAGGAER Indirect Applications. For the JAGGAER Indirect Applications, reported Incidents shall be reported, logged, and tracked via the use of an incident tracking system, which system may be accessed via accessing a web site. Upon notification by Client of an Incident via the web-tracking tool, an Incident Tracking Number (“ITN”) shall be assigned which will remain open until the Incident is resolved or Client becomes non-responsive. Client must refer to said ITN for all subsequent inquiries with regard to the Incident.
  7. Updates. JAGGAER may from time to time provide new feature functionality, enhancements, and other changes, which are logical improvements to a JAGGAER 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 Application nor do they include any Professional Services that may be required for implementation.
  8. Scope of Support Services. When a JAGGAER 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. Client is responsible for ensuring it is using JAGGAER’s recommended browsers when using the JAGGAER Applications and JAGGAER is not responsible for providing Support Services related to browsers not recommended by JAGGAER. At Client’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 Client. Support Services do not include any on-site services and JAGGAER shall be reimbursed by Client for any reasonable travel and living expenses and travel time, to be invoiced by JAGGAER on a monthly basis.
  9. Exclusions. The Support Services exclude any services required to resolve any Incidents arising from or related to: (i) use of the JAGGAER Applications not in accordance with the Agreement, including applicable Specifications; (ii) modification by Client or any third party of any part of the JAGGAER Applications or interface software that interacts with the JAGGAER Applications; (iii) alteration of any underlying data or data structure of, or related to, the JAGGAER Applications other than through use of the JAGGAER 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 Client. At Client’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 Client or in connection with a Premium Support Services offering that may be available. Contact your account manager regarding availability and pricing for Premium Support Services.
  10. Premium Support Services. Support Services outside of standard Support Services may be available for additional fees in accordance with a Statement of Work executed by JAGGAER and Client, or as a JAGGAER Premium Support offering, if available. Contact your account manager regarding availability and pricing for Premium Support Services.