Standard Success Program

Transcription

1 Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support processes and tools are designed to meet the requirements of enterprise level computing environments, and our goal is to optimize each customer s system for reliability and performance by providing effective assistance when, and if, incidents occur. The customer support outlined below applies to production instances of Apptio s Subscription Services, and only if provided in an agreement executed between the parties, such as the Apptio Service Terms. Standard vs. Premier Programs Apptio provides the Standard Success Program with every subscription to Apptio s Subscription Services. Additionally, Apptio offers Premier Success and Premier Plus Program subscriptions (collectively, the Premier Programs ), at an additional cost for customers that would like a mix of both a higher standard of customer support and certain consulting services. If a customer is a party to a mutually executed order schedule that expressly includes a Premier Program subscription, then the terms of such Program as described below, shall apply. Standard Success Program Services that Customers Can Expect Support Provide initial and high level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of reporting, analysis, or functionality in connection with Severity 1-4 errors. Answer questions concerning usage issues related to specific features, options, and configurations. Isolate, document, and find alternative solutions for reported software defects. Work with Apptio Operations, Product, Software Development, and QA staff to submit Change Requests, Enhancement Requests, and provide defect fixes for the Apptio solution as necessary. Address customer concerns with online or printed documentation, providing additional examples or explanation for concepts requiring clarification. Access to online release notes for product updates. Access to Apptio s online library of customer support webinars. Access to Apptio s Customer Community forums to collaborate with fellow Apptio customers. Success Program Transition from initial configuration to an operational mode. Understand how your organization is using Apptio through regular usage reporting. Application performance checks conducted monthly. TBM Maturity Assessment conducted annually. Guidance on Apptio environments, staging architecture, and operational calendar. Health Check Model Review (conducted annually) and Business Review (conducted quarterly). How to Contact Customer Support & Availability We encourage all customers to contact Apptio via the Apptio Customer Support Portal at Page 1 of 7 Effective October 27, 2015

2 Support Portal Phone US: APPTIO ( ) UK: AUS: Toll Free Worldwide: Monday to Friday 6:00 AM to 6:00 PM Customers time zone Subscriber may have up to two (2) authorized users who may submit customer support tickets to Apptio, and access the Customer Support Portal and Forums. For Critical severity issues, Customer Support is available 24/7 via telephone at any of the appropriate phone numbers above. Customer contacts that will be submitting cases should register for a customer support account with their Implementation team, in order to associate their with the correct account. This will expedite the routing of the issue to the correct support engineer. Severity Levels The table below outlines the different severity levels of issues. The support engineer will work with the customer contact to determine the severity level based on guidelines listed below. Severity Level Description 1 (Critical) Emergency Issue Full or partial system outage, significant performance degradation, or a condition caused by the Apptio software that creates data integrity issues making the product unusable or unavailable for all users in production. 2 (High) Significant Business Impact A condition caused by the Apptio software where major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. 3 (Medium) Minor Feature / Function Issue A component of Apptio is not performing as expected or documented. System performance issue or bug. 4 (Low) Minor Problem / Enhancement Request Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug; enhancement request. Page 2 of 7 Effective October 27, 2015

3 Response Times Below are the recommended method of contact for each severity level, and the associated targeted response time. Response times depend on the severity level of the issue and Apptio will use commercially reasonable efforts to meet the target resolution time Severity Contact Initial Target Solution Definition (one or more of Level Method Response Resolution Time the following) Time 1 (Critical) Support Portal and Phone 2 (High) Support Portal then Phone (if needed) 1 hour for all incidents reported via phone 4 business hours 3 (Medium) Support Portal 1 business day 4 (Low) Support Portal 2 business On-going assistance until solution is received Within 5 business Within 10 business Within 10 business Issue is resolved Satisfactory workaround is provided Product patch is provided Fix incorporated into future release Issue is resolved Satisfactory workaround is provided Product patch is provided Fix incorporated into future release Issue is resolved Satisfactory workaround is provided Fix incorporated into future release Answer to question is provided Answer to question is provided Enhancement request logged How to Escalate Customer Support Cases If the normal support process does not produce the desired results, or if the problem has changed in priority, the problem can be escalated as follows: Escalation management is provided by the Apptio Support management team which consists of a Lead, Sr. Manager and Sr. Director. Technical escalations will be provided by Technical Support Engineer, Senior Technical Support Engineer and Principal Support Engineer. At any time during a Support case lifecycle, the customer may request an escalation via the case itself, in an to the Support Engineer or calling the toll free Support line ( ). For account or management escalations, on average, within an hour of your request for an escalation, a member of the Apptio Support management team will contact you to discuss the case and develop a plan for your escalation. For technical escalations, the Support Engineer will confer with a senior member of the Apptio Support team and hand off the case to that senior Support Engineer as well as introducing them to the customer. Required Information for Logging a Support Issue When submitting a new issue, please be prepared to provide the following information: Via Apptio Customer Support Portal: In Subject: Brief description of the problem Page 3 of 7 Effective October 27, 2015

4 Required fields: Case Type Instance URL Time Period Priority Detailed description of the problem, including any steps required to reproduce the problem, and any screenshots if available Page 4 of 7 Effective October 27, 2015

5 Enhanced Support & Services for Premier Programs The following terms shall apply if a Subscriber is a party to a mutually executed order schedule that expressly includes a Premier Program subscription. Enhanced Support Hours Premier Program Subscribers may submit and receive support on issues or questions 24 hours a day, 7 a week, regardless of Severity Level. Enhanced Phone Support Apptio s Premier Programs include enhanced phone support that includes access to Apptio resources with expertise in Apptio products and Subscriber s environment, including answering basic How-to functionality questions. Preferred Status for Upgrades Premier Program Subscribers will be afforded priority status with respect to platform upgrades. Platform upgrades include Apptio feature enhancements, as well as performance and bug fixes. Preferred Support Response Times The table at the top of page 5 outlines the recommended method of contact for each severity level, and the associated targeted response time for Premier Program Subscribers. Response times depend on the severity level of the issue and Apptio will use commercially reasonable efforts to meet the target resolution time. Page 5 of 7 Effective October 27, 2015

6 Severity Contact Initial Target Solution Definition (one or more of Level Method Response Resolution Time the following) Time 1 (Critical) Support Portal and Phone 2 (High) Support Portal then Phone (if needed) 30 min for all incidents reported via phone. 2 business hours 3 (Medium) Support Portal 12 business hours 4 (Low) Support Portal 1 business day On-going assistance until solution is received Within 5 business Within 10 business Within 10 business Issue is resolved Satisfactory workaround is provided Product patch is provided Fix incorporated into future release Issue is resolved Satisfactory workaround is provided Product patch is provided Fix incorporated into future release Issue is resolved Satisfactory workaround is provided Fix incorporated into future release Answer to question is provided Answer to question is provided Enhancement request logged Additional Authorized Users Subscriber may have up to five (5) authorized users who may submit customer support tickets to Apptio, and access the Customer Support Portal and Forums. In addition to the enhanced customer support services described above, Premier Program Subscriber s will also receive the consulting services described below, which go above and beyond the traditional maintenance services that often accompany an enterprise business application. Success Management Resource Apptio will assign a named Success Management Resource to Subscriber, on a non-exclusive basis, who will be a key resource for Subscriber. This Success Management Resource will be a Named Customer Success Manager ( CSM ) for Premier Success Program Subscribers, and will be a Named Customer Success Advisor ( CS Advisor ) for Premier Plus Program Subscribers. The Success Management Resource will work with Subscriber to facilitate an enhanced level of service, which may include: Collaborating with Subscriber to develop a greater familiarity with Subscriber s TBM journey and cost models to better understand Subscriber s business needs Suggesting TBM best practices to help drive improved Subscriber decision making Where and as appropriate, provide escalation management and engagement of other Apptio resources to help drive resolution of questions and concerns Advising on training, staffing, and other services towards advancing Subscriber s overall TBM success Offering counsel and mentoring Subscriber s team to drive TBM adoption and product, and operational success Offering counsel and guidance on new software releases Weekly Application Performance Checks Facilitating Subscriber s efforts towards risk identification and associated remediation plans Page 6 of 7 Effective October 27, 2015

7 Quarterly Health Checks On a quarterly basis, the Success Management Resource will: Conduct Business and Apptio Model Reviews for Subscriber; and Provide recommendations on improvement areas, as appropriate Quarterly TBM Maturity Assessment On a quarterly basis, the Success Management Resource will: Review Subscriber s alignments to the TBM Hallmarks of Adoption; and Provide recommendations on how Subscriber can extend TBM adoption, as appropriate Best Practices Reviews Upon request, the Success Management Resource will participate in review sessions to help Subscriber 1) better understand the known industry leading practices on managing the business of IT, and 2) Apptio product and operational best practices. Additional Services for Premier Plus Program In addition to the enhanced customer support services included with the Premier Success Program described above, Subscribers who purchase the Premier Plus Program will also have access to the following additional services: Technical Architecture & Configuration Consulting via a Customer Success Engineer Apptio will provide upon request a reasonable amount of: Guidance on custom models, allocations, and high data complexity Guidance on architectural design, configuration, and technical strategy TBM Business Architecture & Configuration Consulting, including Customized TBM Success Plans & Updates Help facilitate Subscriber s TBM journey through creation of TBM Success Plans for: - TBM Governance - TBM Business Architecture - TBM Roadmap - TBM Processes - TBM Insights Upon request, periodically review Subscriber s TBM Success Plans with Subscriber and offer suggestions and guidance regarding milestones for a three (3) month TBM sprint and assistance in updating Subscriber s TBM Success Plans. TBM Conference Registration Subscriber will receive one (1) registration to attend the annual TBM Conference. Page 7 of 7 Effective October 27, 2015

8 Other Premier Program Terms & Conditions All Premier Program services will be delivered remotely. Subscriber shall continue to seek support services pursuant to Apptio s Standard Success Program above, and the obligations of the named Success Management Resource under the Premier Programs are meant to supplement such support for purposes of creating consistency and a single point of escalation contact. Note Re New Releases and Upgrades: Apptio upgrades and new releases are comprised of new or different platform and/or application elements. The platform is the Apptio codebase that powers a set of features and capabilities, which allows the user to perform TBM tasks enabled by the application elements of the solution. The application elements are content, such as models, model objects, master data sets, and taxonomy that are often pre-defined but configurable on the platform. Apptio subscribers are entitled to receive all upgrades and product releases at no additional cost for products to which they have a current subscription. However, deployment of certain upgrades or releases to the application elements may require additional configuration and related work, for which subscribers may incur additional professional service fees. This is especially true where a subscriber s current instance contains customizations to the existing application elements. Page 8 of 7 Effective October 27, 2015