Policy Document Customer Support Policy: Saba Enterprise Cloud
Customer Support Policy: Saba Enterprise Cloud Overview This document describes Saba s support policy for its Enterprise Cloud products and services. Saba Customer Support Mission Our number one corporate value is customer success. All of our support processes are designed to ensure that our customers are successful in using our products and services. To ensure customer success, our support services are designed to: Resolve issues quickly, effectively, and accurately, in partnership with our customers Provide courteous and professional service Champion change within Saba to improve our products and services on behalf of the customer Help ensure that our customers achieve effective use and optimum value from our products and services Be uniquely responsive to urgent situations and customer emergencies Achieve a team spirit that is projected in each interaction with our customers Where to Get Answers Saba Support Services are offered remotely through various channels as described below. Self-Service Customer Community The Saba Online Community is a space for exchanging advice and best practices, and generating group learning and innovation. It is a rapidly growing community and provides the most up-to-date information and news from across Saba customers, partners, and employees. You can join the Saba Online Community by going to Saba s corporate website at www.saba.com and clicking on the Community tab. Knowledge Base and Documentation The Saba Support Portal offers a knowledge base that is a searchable repository of frequently asked questions and other information regarding use of Saba s products and services. The online knowledge base, along with our product documentation, provides 24x7x365 access to the expertise gained from experience using the Saba product line, and contains the latest and most consistent information about our products and services. It is a dynamic repository and is constantly growing. Contacting Support and Logging Cases Customer access to Saba Support shall commence only after Saba has received a completed and executed External Checklist. Support Portal In the event customers are unable to find answers to their queries in our Customer Community and knowledge base, they can submit a case via Saba s Support Portal. The Saba Support Portal (support.saba.com) enables customers to create cases, obtain updates, and provide information about cases being worked on by Saba Support. By Telephone Telephonic support is available 24 hours a day, 7 days a week. Cases may be opened by calling Saba Customer Support using the numbers below. Americas Within the United States toll-free: 877-977-SABA (7222) Outside the United States: 1-650-581-2575 EMEA International toll-free: 00 800 CALL SABA (00 800 2255 7222) Alternate: +44-1344-382999 Asia/Pacific +612-8622-7598 Australia: 1-800-236872 Authorized Support Contacts Customers are allowed the number of support contacts designated in their sales Order, each of whom shall receive the training specified in Appendix C, and may contact Saba Support in accordance with this Support Policy. Access to support is dependent upon maintaining current support and maintenance. 2
Additional authorized support contacts may be added for an additional charge provided they also meet the training requirements as reflected in Appendix C (the training certification is free of charge). Please contact your Account Manager for pricing for additional authorized support contacts. A customer may change any authorized support contact upon advance written notice to Saba. The new support contact must satisfy the minimum training requirements in the Appendix in order to become an authorized support contact and be granted access to log cases. For continuity purposes, Saba requests that customers retain the same authorized support contact(s) for at least 90 days. Escalation Saba Support is committed to making sure you receive the fastest and most effective support experience possible. However, we do recognize that on rare occasions, customers may have the need for a higher level of attention to address an issue. To meet that need, the following escalation process is in place to raise the visibility of an issue within Saba. There are two levels of escalation: Escalation to Support Management In order to bring a specific issue to the attention of a support manager, you have two choices: a. Directly ask the support engineer to escalate to his or her manager. This can be done by telephone or by placing a note in the case. b. Call the appropriate toll-free number for the regional office; provide the case number, if applicable; and request that the case be escalated to the assigned customer support manager for your account. The support manager will contact you and determine the next steps. If you continue to have any concerns regarding the attention or resolution given to your issue during the escalation process, you are encouraged to further escalate your case to the VP of customer support for your region by requesting escalation from your designated support manager. Enhancement Requests Customers may request enhancements through the Customer Community. Customers can sign up to be a member of the community by visiting www.saba.com, clicking the Community tab, and selecting the sign up option on the Community login screen. Enhancements submitted through the Customer Community are monitored by Saba Product Management. Customers also have the ability to vote and comment on requests submitted by other members of the Community. For full details on the enhancement process, search for enhancement requests on your Community home page, and you will find the Community Workspace for enhancements. Support Service Levels Details on the different support types and levels are further explained in the attached Appendices (A and B). Appendix A: Support Policies for Saba Software What is Supported Saba Support provides support only for the unmodified software (including any standard configuration changes as permitted by the applicable documentation for such software). All errors must be able to be reproduced by Saba on such software before a patch or other fix will be considered. In the event that Saba (i) develops and delivers to the customer any customization or modification to the software and (ii) determines to include and support such customization or modification as part of the software and products and services that Saba supports for its general licensee base, then Saba will provide the customer with support for such customization or modification on the same terms and conditions that Saba makes generally available to its customers and in accordance with the support package that Saba is then currently providing to the customer for the software. Saba Support provides post-production support on the Saba product lines for all customers. Except as provided in this paragraph or as otherwise agreed upon in writing by Saba and the customer, Saba will not have any obligation to support any such customization or other modification to the software. Saba Support does not provide support for migrations, upgrades, deployment of new modules, or development of new functionality. These tasks can be performed for an additional fee through the Saba Consulting Services team. The Saba Product Support Duration schedule can be found here on our Customer Community. Case severity designations are used to identify the business impact of an issue to the customer. The higher the designation, the more critical the problem is for the customer and the more urgent is the need for a fix or workaround. Based on the definitions below, the customer initially specifies the severity when submitting the issue. After reviewing and evaluating the details of the submitted issue, Saba Support may change the severity of the issue, and if so, will inform the customer. 3
Appendix B: Cases Severities and SLA s for Saba Enterprise Cloud Case Severity Description Examples S1 S2 S3 S4 Outage Critical Issue Important Issue (Any Environment) Informational Issue Service functionality is unavailable for Production A module is unavailable for use with no workaround and/or multiple users cannot access the portal in Production. The issue causes significant, measureable disruption to productive use of the services in the Production Environment. Single point of failure condition (any environment) or there is a moderate disruption to the productive use of the service; work-around typically available and/or Service Outage for non-production Environments. Informational, tracking of non-standard operational condition (any environment) and/or usability / how-to type questions SR Service Request A service request for Saba to perform a routine change, function, or process. No users can login SSO down Content Server is down / Content won t launch Notification Server down Report/Analytics down Unable to start a Saba Meeting Cannot upload Content Data import / job failure Multiple users can join a Saba Meeting, but cannot use video or record a session Download/view files works, but cannot edit/upload files Intermittent performance issues QA/Dev Down Saba Meeting can be started, but intermittently disconnects Single user cannot login to Saba portal or has problems with Saba Meeting Patch Installation Pending patch fixes etc. Overall public internet performance or end-customer internal network problems impairing the user experience. Questions regarding feature/functionality or general usability. Service request such as QA Refresh, IP whitelisting, customization installation and/or or VPN or DNS requests Case Severity Response SLA Resolution SLA S1 S2 S3 S4 Outage Critical Issue Important Issue Informational Issue 30 Min 3 Hours, 39 Minutes (99.5% Monthly Uptime Guarantee) 1 hour 12 hours 2 Hours 2 Hours SR Service Request 2 Hours Case updates provided every 3 days until a diagnosis and resolution is available Case update provided every 3 days until a diagnosis and resolution is available Within 48 hours, a time frame will be provided for when the service request will be completed 4
Appendix C: Authorized Support Contact Training Training Requirements for Authorized Support Contacts In order to maximize the benefit of the services provided by Saba Support and to help speed case resolution, Authorized Support Contacts (ASCs) are required to complete a mandatory course. The course provides training on using our Support tools, and provides access to free Job Aids and user guides. The required course can be found in the online Customer Community, located at https://community.sabacloud.com/ Saba/Web_wdk/SPCTNT351Site/index/prelogin.rdf You will require a username and password to the Customer Community. You can self register for an account if you don t have one already. To locate the ASC course: Click Browse and select Learning catalog from the Browse page. Select the Authorized Support Contact (ASC) category from the left navigation (See Screenshot.) There is a separate course for each of the currently supported SEC versions. Be sure to select the version in use at your company and click Enroll. A confirmation page will be displayed. On the right, you have the option to continue to browse available customer training, or go straight to the course details page by clicking the course title in the confirmation screen. Saba delivers a cloud-based Intelligent Talent Management solution used by leading organizations worldwide to hire, develop, engage, and inspire their people. Intelligent Talent Management uses machine learning to offer proactive, personalized recommendations on candidates, connections, and content to help your employees and organization lead and succeed. 2014 Saba Software, Inc. All rights reserved. Saba, the Saba logo, and the marks relating to Saba products and services referenced herein are either trademarks or registered trademarks of Saba Software, Inc. or its affiliates. All other trademarks are the property of their respective owners. 5 Saba 2400 Bridge Parkway Redwood Shores CA 94065-1166 USA (+1) 877.SABA.101 or (+1) 650.779.2791 www.saba.com p_9/14