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. Services
Customer shall have access to Siteimprove’s Consultant access, Frontier, and Self-Help Resources, during the Initial Term and any Renewal Term.
3.1 Advisory Services
Customer may request up to 8 hours annually of Siteimprove 1:1 training and/or consultation sessions 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 session. Customer and Siteimprove will cooperate in scheduling the training based on Siteimprove resource availability. Sessions will be delivered remotely over the phone or internet and shall not exceed two (2) hours per session.
3.2 Frontier Access
Customer access to the Software Services includes two tiers of Siteimprove Frontier. Frontier offers a range of courses, learning paths, and reporting. Authorized users will have access to the first Frontier Tier, which provides core course access. Additionally, the Customer will receive 20 Seats of Frontier Pro for its authorized users, as outlined in the applicable Service Order. Customers may purchase additional seats for any Frontier Tiers as needed. Access to Frontier is available through your dashboard at http://my.siteimprove.com.
3.3 Self-Help Resources
Customers can take full advantage of Siteimprove self-help tools, available online via the Help Center (https://support.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.
4. Product Support
Customers can contact Siteimprove for product support and additional services by visiting the 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”).
Further details on Support and System Availability can be found in our Help Center.
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 http://status.siteimprove.com.
7. Liabilities
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.
8. Term
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.