Salesforce Service Definition Document

Transcription

1 Salesforce Service Definition Document Core Product Marketing Cloud Core Professional Services An overview of the G-Cloud Service (functional, non functional); Salesforce includes prebuilt applications (or apps ) for customer relationship management (CRM) ranging from salesforce automation to partner relationship management, marketing, and customer service. The Force.com platform includes pointand-click customisation tools to help you create solutions for your unique business requirements, without programming experience. Radian6 is a platform that enables organisations to monitor and engage in conversations across the social web. When you configure a search, the Radian6 platform retrieves results from more than 150million sites and sources including: Mainstream News Blogs Forums Comments Photo And Video Sharing Sites Twitter Fire hose Public Facebook API Marketing Cloud Professional services

2 Buddy Media is a social media marketing tool that enables you to monitor how your social media profiles are performing. Information assurance 1. the Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information 2. Which department granted this accreditation or pan-government accreditation? 3. If the G-Cloud Service is not currently accredited early state and also indicate the target Impact Level (IL) at which you believe the G-Cloud Service is able to hold and process information 4. If this G-Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4 Specialist cloud services that do not include infrastructure, platform, or software) then indicate the Impact Level (IL) for information which you believe the G-Cloud Service may be used to process that information; Core Product Marketing Cloud Core Professional Services Marketing Cloud Professional services 1. None. 1. None Waiting to proceed with ITHC. Target IL is Not in scope for accreditation. 4. Not in scope for accreditation.

3 Whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service. 4. Salesforce core services (Sales Cloud, Service Cloud and Force.com) are eligible for accreditation, based on feedback from PGA at CESG received to date. Yes No Details of the level of backup/restore and disaster recovery that will be provided; Disaster Recovery All customer data is stored in secure data centres and is replicated over secure links to a disaster recovery data centre. This design provides the ability to rapidly restore the salesforce.com service in the case of a catastrophic loss. Backups In addition to our disaster-recovery capabilities, customer data is also backed up to tape in a separate data centre. Tapes are not transported Disaster Recovery The Marketing Cloud Services production systems are protected by disaster recovery plans which provide for backup of critical data and services. A comprehensive system of recovery processes exists to bring business-critical Marketing Cloud systems back online within the briefest possible period of time. Recovery processes for database security, systems administration, and network

4 offsite from this data centre, reducing the risk of loss. configuration and data provide a roadmap for personnel to make Marketing Cloud processes available after an outage. Reliability and Backup Customer Data submitted to the Marketing Cloud Services is stored on a primary database server with a backup database server for redundancy. All Customer Data submitted to the Marketing Cloud Services, up to the last committed transaction, is automatically backed up on a regular basis. On-boarding and Off-boarding processes/scope etc.; Salesforce is a SaaS (Software as a Service) solution and users access the tools via a web browser. Therefore, no software or hardware installation is necessary. Implementation takes the form of assigning usernames and passwords to your staff and completing webinar-based training on the application. Salesforce offers a weekly export service (WES) for those customers requiring a local backup copy of their data, a data set for import into other applications (such as an ERP system), or in order to exit the service.

5 Core Product: Upon request by You made within 30 days after the effective date of termination or expiration of this Agreement, We will make the Your Data available to You for export or download as provided in the Documentation. After that 30-day period, We will have no obligation to maintain or provide Your Data, and will thereafter delete or destroy all copies of Your Data in Our systems or otherwise in Our possession or control as provided in the Documentation, unless legally prohibited. Marketing Cloud: Upon request by You made within 30 days after the effective date of termination, We will provide You with a copy of Your Data from the Purchased Marketing Cloud Services in a mutually agreed format or delete Your Data from the Marketing Cloud Services except for data held for backup or archival purposes. Pricing (including unit prices, volume discounts (if any), data extraction etc.) Core Products Salesforce Platform (Single Application) 5.17 Per User Per Month Salesforce Platform (Single Application) Per User Per Month Salesforce Platform (Multi Application) Per User Per Month Salesforce Platform (Administrator) Per User Per Month Salesforce Sales CRM Per User Per Month Salesforce Service CRM Per User Per Month Salesforce Partner Community (20 Members) Per Block Of 20 Members Per Month Salesforce Partner Community (100 Members) 1, Per Block Of 100 Members Per Month

6 Marketing Cloud Products Salesforce Partner Community (500 Members) 4, Per Block Of 500 Members Per Month Salesforce Partner Community (2500 Members) 15, Per Block Of 2500 Members Per Month Salesforce Partner Community (10,000 Members) 50, Per Block Of Members Per Month Salesforce Partner Community (200 Logins/Month) 1, Per 200 logins/month Salesforce Partner Community (1000 Logins/Month) 4, Per 1000 logins/month Salesforce Partner Community (5000 Logins/Month) 18, Per 5000 logins/month Salesforce Partner Community (20,000 Logins/Month) 50, Per logins/month Salesforce Citizen Community (100 Members) Per Block Of 100 Members Per Month Salesforce Citizen Community (500 Members) Per Block Of 500 Members Per Month Salesforce Citizen Community (5000 Members) 2, Per Block Of 5000 Members Per Month Salesforce Citizen Community (25,000 Members) 4, Per Block Of Members Per Month Salesforce Citizen Community (250,000 Members) 24, Per Block Of Members Per Month Salesforce Citizen Community (2,000 Logins/Month) Per 2000 Logins/Month Salesforce Citizen Community (20,000 Logins/Month) 2, Per 20,000 Logins/Month Salesforce Citizen Community (100,000 Logins/Month) 5, Per 100,000 Logins/Month Salesforce Citizen Community (1,000,000 Logins/Month) 21, Per Logins/Month Salesforce Collaboration 7.76 Per User Per Month Salesforce Knowledge Per User Per Month Salesforce Live Agent Chat Per User Per Month Salesforce Premier Success 0.00 % of Licence Subscription Salesforce Marketing Cloud Pro 81, Per 250,000 monthly mentions for social listening; 10 social accounts for social publishing Per Year

7 Salesforce Marketing Cloud Corporate 163, Salesforce Marketing Cloud Enterprise 326, Per 1.5 million monthly mentions for social listening; 20 social accounts for social publishing Per Year Per 7.5 million monthly mentions for social listening; 50 social accounts for social publishing Per Year Salesforce Social Media Command Centre 40, Per 1 License for Custom Visualization Engine Per Year Salesforce Social Command Centre Implementation Fee 22, One Off Package Salesforce Radian6 Standalone Pro 24, Per 250,000 monthly mentions Per Year Salesforce Radian6 Standalone Corp 65, Per 1.5 million monthly mentions Per Year Salesforce Radian6 Standalone Enterprise 236, Per 7.5 million monthly mentions Per Year Salesforce Buddy Media Standalone 30, Per 3 social accounts for use in social publishing management Per Year Salesforce Buddy Media Additional Social Account 6, Per 1 additional social account Per Year Salesforce Radian6 Additional 50,000 mentions 8, Per 50,000 additional monthly mentions Per Year Salesforce Radian6 Additional 1m mentions 40, Per 1 million additional monthly mentions Per Year Salesforce Buddy Media Social Sharing 1m Additional Page Views Per 1 million additional page views Per Year Salesforce Buddy Media Social Syndication 1m Additional Page Views Per 1 million additional page views Per Year Salesforce Radian6 TSS Standard One Off Package Salesforce Radian6 TMS Standard 8, One Off Package Salesforce Radian6 Facebook Managed Account 1, One Facebook or One Twitter Account Per Year Salesforce Marketing Cloud Premier Success 0.00 % of Licence Subscription

8 Service management details; 3. OUR RESPONSIBILITIES 3.1. Provision of Purchased Services. We will (a) make the Services and Content available to You pursuant to this Agreement and the applicable Order Forms, (b) provide Our standard support for the Purchased Services to You at no additional charge, and/or upgraded support if purchased Protection of Your Data. We will maintain administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Your Data, as described in the Documentation. Those safeguards will include, but will not be limited to, measures for preventing access, use, modification or disclosure of Your Data by Our personnel except (a) to provide the Purchased Services and prevent or address service or technical problems, (b) as compelled by law in accordance with Section 8.3 (Compelled Disclosure) below, or (c) as You expressly permit in writing Our Responsibilities. We shall: provide Our basic support for the Purchased Marketing Cloud Services to You at no additional charge, and/or upgraded support if purchased; 4.2. Our Protection of Your Data. We shall maintain administrative, physical and technical safeguards for protection of the security, confidentiality and integrity of Your Data. We shall not: (a) modify Your Data; (b) disclose Your Data except as compelled by law in accordance with the Confidentiality: Compelled Disclosure section below or as expressly permitted in writing by You; or (c) access Your Data except to provide the Marketing Cloud Services and NA NA

9 3.3 Our Personnel. We will be responsible for the performance of Our personnel (including Our employees and contractors) and their compliance with Our obligations under this Agreement, except as otherwise specified herein. 3.4 Beta Services. From time to time, We may invite You to try Beta Services at no charge. You may accept or decline any such trial in Your sole discretion. Beta Services will be clearly designated as beta, pilot, limited release, developer preview, non-production, evaluation or by a description of similar import. Beta Services are for evaluation purposes and not for production use, are not considered Services under this Agreement, are not supported, and may be subject to additional terms. Unless otherwise stated, any Beta Services trial period will expire upon the earlier of one year from the trial start date or the date that a version of the Beta Services becomes generally available. We may discontinue Beta Services at any time in Our sole discretion and may never prevent or address service or technical problems, or at Your request in connection with customer support matters.

10 make them generally available. We will have no liability for any harm or damage arising out of or in connection with a Beta Service. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.); 4.2 Usage Limits. Services and Content are subject to usage limits, including, for example, the quantities specified in Order Forms. Unless otherwise specified, (a) a quantity in an Order Form refers to Users, and the Service or Content may not be accessed by more than that number of Users, (b) a User s password may not be shared with any other individual, and (c) a User identification may be reassigned to a new individual replacing one who no longer requires ongoing use of the Service or Content. If You exceed a contractual usage limit, We may work with You to seek to reduce Your usage so that it conforms to that limit. If, notwithstanding Our efforts, You are unable or unwilling to abide by a contractual usage 4.3. Your Responsibilities You shall: (i) be responsible for Users compliance with this Agreement; (ii) be responsible for the accuracy, quality and legality of Your Data and of the means by which You acquire Your Data; (iii) use commercially reasonable efforts to prevent unauthorized access to or use of the Marketing Cloud Services, and notify Us promptly of any such unauthorized access or use; and (iv) use the Marketing Cloud Services only in accordance NA NA

11 limit, You will execute an Order Form for additional quantities of the applicable Services or Content promptly upon Our request, and/or pay any invoice for excess usage in accordance with Section 6.2 (Invoicing and Payment). 4.3 Your Responsibilities. You will (a) be responsible for Users compliance with this Agreement, (b) be responsible for the accuracy, quality and legality of Your Data and the means by which You acquired Your Data, (c) use commercially reasonable efforts to prevent unauthorized access to or use of Services and Content, and notify Us promptly of any such unauthorized access or use, (d) use Services and Content only in accordance with the Documentation and applicable laws and government regulations, and (e) comply with terms of service of NonSalesforce.com Applications with which You use Services or Content. 4.4 Usage Restrictions. You will not (a) make any Service or Content available to, with the User Documentation and applicable laws and government regulations You shall not: (i) make the Marketing Cloud Services available to anyone other than Users; (ii) sell, resell, rent, or lease the Marketing Cloud Services; (iii) use the Marketing Cloud Services to store or transmit infringing, libelous, or otherwise unlawful or tortious material, or to store or transmit material in violation of third-party rights; (iv) use the Marketing Cloud Services to store or transmit Malicious Code; (v) interfere with or disrupt the integrity or performance of the Marketing Cloud Services or third-party data contained therein; or (vi) attempt to gain unauthorized access to the Marketing Cloud Services or

12 or use any Service or Content for the benefit of, anyone other than You or Users, (b) sell, resell, license, sublicense, distribute, rent or lease any Service or Content, or include any Service or Content in a service bureau or outsourcing offering, (c) use a Service to store or transmit infringing, libelous, or otherwise unlawful or tortious material, or to store or transmit material in violation of third-party privacy rights, (d) use a Service to store or transmit Malicious Code, (e) interfere with or disrupt the integrity or performance of any Service or third-party data contained therein, (f) attempt to gain unauthorized access to any Service or Content or its related systems or networks, (g) permit direct or indirect access to or use of any Service or Content in a way that circumvents a contractual usage limit, (h) copy a Service or any part, feature, function or user interface thereof, (i) copy Content except as permitted herein or in an Order Form or their related systems or networks Additionally, You shall not:(i) use the Marketing Cloud Services for the purpose of serving as a factor in establishing an individual s eligibility for credit, employment or insurance, or for any other consumerinitiated transaction as defined in the U.S. Fair Credit Reporting Act; (ii) submit to the Marketing Cloud Services or use the Marketing Cloud Services to collect, store or process any of the following types of sensitive individually identifiable information, including, without limitation: (a) social security numbers, passport numbers, driver s license numbers, taxpayer numbers, or other government-issued

13 the Documentation, (j) frame or mirror any part of any Service or Content, other than framing on Your own intranets or otherwise for Your own internal business purposes or as permitted in the Documentation, or (k) access any Service or Content in order to build a competitive product or service, or (l) reverse engineer any Service (to the extent such restriction is permitted by law). 4.5 External-Facing Services. If You subscribe to a Service for creation and hosting of external-facing websites, You will comply with, and be responsible for Users compliance with, Our External- Facing Services Policy at /, and be solely responsible for complying with applicable law in any use of cookies or other tracking technologies on such websites. identification numbers, (b) Protected Health Information (as defined in the U.S. Health Insurance Portability and Accountability Act of 1996 and regulations thereunder, as amended, HIPAA ) or similar information under other comparable laws or regulations, or (c) financial account numbers (including without limitation credit or debit card numbers, or any related security codes or passwords, bank account information, or Non-Public Information (as defined in the Gramm-Leach- Bliley Act of 1999, as amended, GLBA ) or similar information under other comparable laws or regulations. If the Marketing Cloud Services are configured by or for You to use cookies and/or

14 other tracking technologies for Your purposes, then You shall be solely responsible: (A) for assessing whether such technologies can be used in compliance with applicable legal requirements, and (B) for providing notice and or obtaining consent, as may be required by law, for such use of cookies and/or other tracking technologies Usage Limitations. Marketing Cloud Services may be subject to other limitations, such as, for example, limits on disk storage space, on the number of calls You are permitted to make against Our application programming interface, or other usage limits. Any such limitations are specified in the User Documentation or an

15 Order Form. The Marketing Cloud Services may provide real-time information to enable You to monitor Your compliance with such limitations. If You purchase Marketing Cloud Services subject to usage limits and You routinely exceed those limits, We may work with You to seek to reduce Your usage so that it conforms with such limits and if You are unable or unwilling to abide by applicable usage limits, after We have provided notice of such excess usage, We may require You to execute an Order Form for additional Marketing Cloud Services and/or invoice You for Your excess usage. In such event, You hereby agree to execute such additional Order Forms and/or pay such additional invoices, as

16 applicable. Service Levels (e.g. performance, availability, support hours, severity definitions etc.); Financial recompense model for not meeting service levels; We will use commercially reasonable efforts to make the online Purchased Services available 24 hours a day, 7 days a week, except for: (i) planned downtime (of which We shall give at least 8 hours electronic notice and which We shall schedule to the extent practicable during the weekend hours between 6:00 p.m. Friday and 3:00 a.m. Monday Pacific time), and (ii) any unavailability caused by circumstances beyond Our reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving Our employees), Internet service provider failure or delay, Non-Salesforce.com Application, or denial of service attack. We shall use commercially reasonable efforts to make the Purchased Marketing Cloud Services available 24 hours a day, 7 days a week, except for: (a) planned downtime (of which We shall give at least 8 hours notice online via the Marketing Cloud Services or via and which We shall schedule to the extent practicable during the weekend hours from 10:00 p.m. Friday to 5:00 p.m. Sunday Eastern Time), or (b) any unavailability caused by circumstances beyond Our reasonable control, including without limitation, acts of God, acts of government, floods, fires, earthquakes, civil unrest, acts of terror, strikes or other labor

17 Training; problems (other than those involving Our employees), failures, downtime or delays by an Internet service provider, hosting provider, or Third-party Social Platform, Non-Salesforce.com Application, or denial of service attacks. Core Product Marketing Cloud Core Professional Services Webinar-based training on the application. Webinar-based training on the application. Marketing Cloud Professional services To be detailed on a case by case basis in that particular Statement Of Work Ordering and invoicing process; 4.1 Subscriptions. Unless otherwise provided in the applicable Order Form, (a) Services and Content are purchased as subscriptions, (b) subscriptions may be added during a subscription term at the same pricing as the underlying subscription pricing, prorated for the portion of that subscription term remaining at the time the subscriptions are added, and (c) any added subscriptions will terminate on the same date as the underlying 3.1. We shall make the Purchased Marketing Cloud Services available to You pursuant to this Agreement and the applicable Order Form(s) during each subscription term. You agree that Your purchases hereunder are neither contingent on the delivery of any future functionality or features nor dependent on any oral or written public comments made by Us regarding future functionality

18 subscriptions. 4.2 Usage Limits. Services and Content are subject to usage limits, including, for example, the quantities specified in Order Forms. Unless otherwise specified, (a) a quantity in an Order Form refers to Users, and the Service or Content may not be accessed by more than that number of Users, (b) a User s password may not be shared with any other individual, and (c) a User identification may be reassigned to a new individual replacing one who no longer requires ongoing use of the Service or Content. If You exceed a contractual usage limit, We may work with You to seek to reduce Your usage so that it conforms to that limit. If, notwithstanding Our efforts, You are unable or unwilling to abide by a contractual usage limit, You will execute an Order Form for additional quantities of the applicable Services or Content promptly upon Our request, and/or pay or features Subscriptions. Unless otherwise specified in the applicable Order Form: (i) Marketing Cloud Services are purchased as subscriptions and may be accessed only in accordance with the applicable Order Form(s); (ii) additional quantities may be added during the applicable subscription term at the same pricing as that for the pre-existing quantities thereunder, prorated as applicable for the remainder of the subscription term; and (iii) the added quantities shall terminate on the same date as the pre-existing subscriptions. Any User-based subscriptions are for designated Users only and cannot be shared or used by more than one User but may be reassigned to new Users replacing former Users who no longer require ongoing use of the Marketing Cloud

19 any invoice for excess usage in accordance with Section 6.2 (Invoicing and Payment). Termination terms: By consumers (i.e. consumption); and By the Supplier (removal of the G-Cloud Service); Services Term of Agreement. This Agreement commences on the date You first accept it and continues until all subscriptions hereunder have expired or have been terminated Term of Purchased Subscriptions. The term of each subscription shall be as specified in the applicable Order Form. Except as otherwise specified in an Order Form, subscriptions will automatically renew for additional periods equal to the expiring subscription term or one year (whichever is shorter), unless either party gives the other notice of non-renewal at least 30 days before the end of the relevant subscription term. The per-unit pricing during any automatic renewal term will be the same as that during the immediately prior term unless We have given You written notice of a pricing increase at least 60 days before the end of that prior term, in which case the pricing increase will be effective upon renewal and thereafter. Any such pricing increase will not exceed 7% of the pricing for the applicable Purchased Service or Content in the immediately prior subscription term, unless the pricing in the prior term was designated in the relevant Order Form as promotional or one-time. Term This Agreement shall commence on the Effective Date and shall remain in effect until terminated in accordance with this Section 4. Termination for Convenience A. Customer may terminate this Agreement and/or any Statement of Work hereunder at any time for convenience by providing SFDC five (5) business days prior written notice, except for Statements of Work that are billed in advance or that otherwise expressly do not permit cancellation or termination for convenience. If Customer terminates a Statement of Work for convenience prior to its completion (i) SFDC will stop work under the Statement of Work promptly upon notification; and (ii) Customer will be billed for (A) in the case of a T&M Statement of Work, the planned hours

20 12.3. Termination. A party may terminate this Agreement for cause (i) upon 30 days written notice to the other party of a material breach if such breach remains uncured at the expiration of such period, or (ii) if the other party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors Refund or Payment upon Termination. If this Agreement is terminated by You in accordance with Section 12.3 (Termination), We will refund You any prepaid fees covering the remainder of the term of all Order Forms after the effective date of termination. If this Agreement is terminated by Us in accordance with Section 12.3, You will pay any unpaid fees covering the remainder of the term of all Order Forms. In no event will termination relieve You of Your obligation to pay any fees payable to Us for the period prior to the effective date of termination Your Data Portability and Deletion. Upon request by You made within 30 days after the effective date of termination or expiration of this Agreement, We will make the Your Data available to You for export or download as provided in the Documentation. After that 30-day period, We will have no obligation to maintain or provide Your Data, and will thereafter delete or destroy all copies of Your Data in Our systems or otherwise in Our possession or control as provided in the Documentation, unless legally prohibited. under that Statement of Work during such notice period; or (B) in the case of a fixed fee Statement of Work, a prorated amount corresponding to the planned work during such notice period. Because SFDC cannot guarantee continuity of resources should Customer desire to restart work under a Statement of Work after having given notice of termination for convenience thereof, such restarting of work may involve additional billable hours and effort for information transfer, project re-planning, and other reasonable restart activities. B. SFDC may terminate this Agreement at any time for convenience by providing Customer five (5) business days prior written notice; provided, however, that any Statement of Work outstanding at the time of such a termination by SFDC shall continue to be governed by this Agreement as if it had not been terminated. Termination for Material Breach Either party may terminate this Agreement and/or any Statement of Work hereunder if the other party is in material breach of this Agreement or such Statement of Work and has not cured such breach within thirty (30) days of written notice specifying the breach. Consent to extend the cure period shall not be unreasonably withheld, so long as the breaching party has commenced

21 cure during the thirty (30) day period and is pursuing such cure diligently and in good faith. Failure to Make Payment Notwithstanding anything in this Section 4 to the contrary, if Customer fails to make payment on any due date, SFDC shall have the right to suspend Professional Services hereunder and, if such failure to make payment has not been cured within thirty (30) days of the due date, upon written notice terminate this Agreement and any or all outstanding Statements of Work hereunder. Termination for Insolvency Either party may terminate this Agreement immediately upon written notice if the other party enters into insolvency or bankruptcy proceedings of any sort. Effect of Termination Termination of this Agreement and/or any Statement of Work hereunder shall not limit either party from pursuing any other remedies available to it, including injunctive relief under applicable law, nor shall termination relieve Customer of its obligation to pay all charges and expenses accruing prior to such termination. The parties rights and obligations under Sections Error! Reference source not found., Error! Reference source not found.

22 and Error! Reference source not found. (to the extent appropriate) shall survive termination of this Agreement and/or any Statement of Work hereunder. Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/laten cy requirements etc Core Product Marketing Cloud Core Professional Services Salesforce is a SaaS (Software as a Service) solution and users access the tools via a web browser. Therefore, no software or hardware installation is necessary. Marketing Cloud Professional services To be detailed on a case by case basis in that particular Statement Of Work. Details of any trial service available. Free trial is possible Free trial for Radian 6. No trial for Buddy Media. Paid trial available for Social.com The Supplier was successful in Lot(s): 2, 3 and 4