Expert Success plan
1. Scope of Services
Siteimprove provides Expert support, education services, and advisory services as set forth in this Expert Success Plan.
2. Customer Success Executive
Expert Success Customers are assigned a Customer Success Executive (CSE) – a Siteimprove expert who understands the Customer’s business priorities and desired outcomes. The CSE quickly and effectively collaborates with technical support and other Siteimprove teams to manage the Customer’s issues to resolution, offers guidance to the Customer on best practices and training needs of users, and reports progress on a regular basis. During the Initial Term and each Renewal Term, the CSE will schedule biannual strategy calls and platform optimization reviews with Customer. Unused strategy calls or platform optimization reviews do not rollover from one half of the year to another.
3. Education Services
Customer shall have access to Siteimprove’s Frontier, Self-Help Resources, and training during the Initial Term and any Renewal Term.
3.1 Frontier Access
Customer access to the Siteimprove services included in the subscription (the “Included Services”) includes access to two different Frontier Tiers. Authorized platform users shall have access to the first Frontier Tier, which includes core course access. Access to the first Frontier Tier is conditioned upon the user being an authorized user of the Siteimprove platform. In addition, Customer shall have access to 20 Seats of Frontier Plus, which is evidenced in the Service Order. Frontier offers courses, learning paths, and reporting. Customer may purchase additional Seats to any of the Frontier Tiers. Frontier can be accessed through your dashboard at http://my.siteimprove.com.
3.2 Self-Help Resources
Customers can take full advantage of Siteimprove self-help tools, available online via our Help Center (https://help.siteimprove.com/). From that page, Customers can find links to technical documentation and knowledge base articles, review what’s new, read technical notes, and access free webinars.
In addition to the live instructor-led trainings included in Frontier Plus,Customer may request Siteimprove consultant led platform training for topics or issues that require a more in-depth overview than the CSE can provide on an ad-hoc basis pursuant to Section 2 (Customer Success Executive). Customer may submit its request to its assigned CSE, who will verify the need for a training session. Customer and Siteimprove will cooperate in scheduling the training based on Siteimprove resource availability. Training sessions will be delivered remotely over the phone or internet and shall not exceed two (2) hours per session.
4. Product Support
Customers can contact Siteimprove for product support and additional services by visiting our Help Center. At that location, Customers can submit a support ticket 24x7 every day of the year.
4.1 Services Levels
Siteimprove will utilize commercially reasonable efforts to promptly respond to all requests. Siteimprove aspires to review and respond to at least ninety percent (90%) of all tickets and requests within two (2) Business Days. “Business Day” is defined as one of the days on which any regional support center is open for business (see further details on Support and System Availability below). For critical errors, meaning errors which cause the service to be down or unavailable, Siteimprove guarantees Expert Customers to work nonstop (within EMEA business hours) until such error is resolved with regular updates to the Customer.
5. Support and System Availability
Siteimprove has regional support centers servicing the Americas, EMEA and APAC, providing Expert Customers with regional support. Siteimprove will maintain its systems and operations to ensure Customer has access to the Included Services ninety-nine percent (99%) of the time (“System Availability”).
6. Scheduled Downtime
Siteimprove will notify Customer through email alerts at least twenty-four (24) hours in advance of all scheduled outages of the included Services (“Scheduled Downtime”) as long as Customer has signed up for the alerts at https://status.siteimprove.com.
Siteimprove will exercise its best efforts to meet the standards set forth in this plan. In the event of a material failure to meet the above standards in any given month, a service credit in the amount of three percent (3%) of the pro-rated annual subscription fees for the applicable month will be issued for Customer and available for future subscription fees (“Service Credit”). Siteimprove has no obligation to issue any Service Credit unless (i) Customer reports the material failure to Siteimprove immediately on becoming aware of it; and (ii) requests such Service Credit in writing within three days of the failure. In no event will a Service Credit exceed 10% of the annual subscription fee as set forth in the Agreement. The Service Credit is non-refundable upon termination of Customer’s Agreement with Siteimprove. The parties acknowledge and agree that the Service Credit is intended to be Customer’s sole and exclusive remedy with respect to any failure by Siteimprove under this plan.
This Expert Success Plan remains in force for as long as Customer (i) has an active subscription for any Included Service and (ii) continues to pay Siteimprove for the Expert Success Plan. Siteimprove has sole discretion to update the terms of this plan at any time. Any updates shall be provided to Customer in a timely fashion.