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All support requests (each, a “Service Request”) should be filed with the Improvado support portal at https://improvado.atlassian.net/servicedesk. On receiving a request, Improvado personnel are notified and an Improvado support agent will respond within the perimeters set forth in this Support and Service Level Agreement (the “SLA”) . The response will also send out an email to the ticket requester. Improvado support agents are available based the customer’s subscribed level to provide support for Urgent issues as per service level guidelines below. Capitalized terms not herein defined shall have the meanings ascribed to them in the Master Service Agreement by and between Improvado and the Customer.
First Response Time: this is the time taken by Improvado’s Support team to respond once the request has been submitted. This does not include the automated notification via email that you receive upon issue submission
Feasibility Response Time: this is the time taken by Improvado’s to provide a feasibility assessment of the request. Tracking starts from full provisioning of the requirements and information needed to Improvado (i.e. access to API documentation, etc.)
Implementation Time: this is the time taken by Improvado to complete the implementation or process the request. Tracking starts from full provisioning of the requirements, information and accesses needed to Improvado.
Data Extraction Component: is Improvado’s application component in charge of extracting data automatically from a specific Data Source.
Data Source: a data source is a specific system (or Vendor) from which the data will be extracted and ingested into Improvado.io's Solution.
API Connector: is the application component of Improvado's Solution that provides the ability to establish a connection to a specific data source by providing the related credentials and/or parameters.
automatically extract the data from the data source relying on the data source's APIs
automatically load the data into Improvado's Solution Database
Flat-Data Ingestion: is the methodology applied to ingest data into Improvado's Solution without leveraging API connectors (i.e. CSV, Spreadsheets, FTP drops, etc.) Every single dataset is counted as separated Flat-Data Ingestion (e.g. spreadsheets with multiple sheets are counted separately).
Data Storage Component: is Improvado’s application component in charge of storing the data and providing access to it via SQL Access and/or push the extracted data to an external storage (destination).
Data Extraction Customization Services Request: is the service that covers all the customization and changes to the Data Extraction components in regards to the API Connectors, Report Types and Flat-Data ingestion.
Custom Data Source: is defined as a custom data source a data source that falls in one of the following criteria: the system or technology not publicly available on the market (aka legacy).
Improvado will provide access at the Improvado’s Support Portal to the Customer’s employees named as Support Users. The number of Support Users included in the Annual commitment is related to the Support Level indicated in the Sales Order.
From the Customer Support and Customer Success perspective Improvado offers three type of services:
Includes the following solution components:
Improvado will use commercially reasonable efforts to acknowledge receipt of the Service Request within the Target Response Time. Improvado will use commercially reasonable efforts to diagnose the problem and provide a remedy that could take the form of eliminating the defect, providing updates, or demonstrating how to avoid the effects of the defect within the Target Resolution Time. Despite Improvado’s exercise of reasonable efforts, not all problems may be solvable. The processing time will start from the date and time when Improvado acknowledges receipt of the Service Request. If the Service Request cannot be solved within a commercially reasonable timeframe, the Service Request may be escalated within Improvado. Customer’s designated technical contact must be available to work with Improvado personnel during the process of resolving the Service Request.
The “24/7” vs “Business Hours” support is related to the ticket’s Severity and the Support Level indicated in the Sales Order.
Product usage support provides customers with answers to product related questions, and provides troubleshooting guidance and tips related to issues incurred with the licensed Improvado Solutions.
Product support is an included service for Customers with a current active agreement for their Improvado products. Product support provides assistance in using Improvado’s products but does not include IT support, business analysis, individual training or consulting.
While it is impossible to detail all of the support services offered through product support, you can expect the following types of assistance:
Product support is only for Improvado’s products. This agreement does not provide support for customer servers/networks, computer operating systems or other third-party software not provided by Improvado unless specifically outlined in the license agreement. This includes, but is not limited to, configuring and maintaining reports or dashboard on 3rd party tools, of any data and software installed on the customer’s server(s); this is the sole responsibility of the customer.
Product support does not include in-depth training for existing or new employees or any application consulting. Product support provides answers to simple how-to questions related to the products and will provide limited information regarding standard industry processes. Product support cannot answer questions such as “I need to build a new dashboard, can you do that for me?” Help with these types of issues can be arranged through available training or professional services options.
In regards of customization requests to the Data Extraction component, the service includes the following:
Improvado will use reasonable efforts to acknowledge receipt of the Service Request within the Targeted Response Time. Improvado will use commercially reasonable efforts to analyze the request, confirm the technical feasibility, and the implementation.
Data Extraction Customization Requests will be processed and executed during Business Hours only.
While Improvado makes no definitive time frames in which these requests will be completed, Improvado is willing to provide the following estimates
Improvado will process the Data Extraction Customization Requests according to the prioritization given by the Customer. The number of concurrent requests included in the Annual commitment is related to the Support Level indicated in the Sales Order.
The Data Extraction Customization Credits included in the Annual commitment are calculated accordingly to the start date and end date of the Sales Order. The calculation includes the total number credits used for each submitted request. The number of annual credits is stated in the Sales Order. Customer can request additional Credits at the price stated in the Sales Order.
In case a specific Vendor applies fees for the utilization of a specific API endpoint, also known as Premium API, fees are not part of Improvado’s Subscription License and in charge of the Customer.
Improvado won’t be held responsible for any changes applied from the Data Source Vendors in terms of data availability or data extraction that can impact the execution of the service. (i..e. metrics or dimension deprecations, no automated export availability, etc.).
Improvado reserves the right to alter the Targeted Response Times, from time to time, using reasonable discretion but in no event may such alterations result in: (a) diminished support from the level of support described herein; (b) materially diminished obligations for Improvado; or (c) materially diminished rights of Customer. Improvado will provide Customer with 60 days prior written notice of any material changes to the Targeted Response Times identified herein.
Support Services for any Product is limited to the hardware, platform and operating systems detailed in the Products' applicable system requirements documentation. Improvado has the right to alter, or discontinue the manufacture and development of any of the Products and the support available for those Products, at any time in its sole discretion, provided that Improvado agrees not to discontinue Support Services for a Product during Customer’s then-current, paid for, support term, subject to the termination provisions in the applicable end-user license agreement between Customer and Improvado, or these terms and conditions. In no event will such alterations made to support during Customer’s then-current support term result in: (a) diminished support from the level of support set forth herein; (b) materially diminished obligations for Improvado; or (c) materially diminished rights of Customer. Improvado will provide Customer with sixty (60) days prior written notice of any material changes to the support services contemplated herein.
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