Enterprise Support and Services Policy
Effective starting: February 1, 2020
This Enterprise Support and Services Policy (the “Enterprise Support”) governs CitiXsys’ provision of certain Additional Services and Training Credits in connection with its software and cloud offerings (“CitiXsys Products”). This Policy supplements the CitiXsys Software License Agreement, CitiXsys Cloud Terms of Service, or a written agreement executed by CitiXsys (each, the “Agreement”) and will control in event of a conflict with the Agreement relating to Additional Services. Notwithstanding the foregoing, Section 3 (Training Credits) specifies additional terms that govern our provision of Courses and Training Credits (defined below). Capitalized terms not defined in this Policy have the same meanings given to them in the Agreement, and “you” means the person or entity with a license or subscription to CitiXsys Products as defined in the Agreement.
1. Enterprise Support365.
If Enterprise Support365 are included in the applicable Order, the following terms will also apply:
1.1 Description of Enterprise Support Services. “Support365” refers to CitiXsys’ Priority Support services. The description of the applicable Enterprise Support service, how it works, target Response Times, and coverage is located in the “Offering Details” for such service, which are located here for Standard and Premium Support services. Enterprise Support services are performed remotely via phone, screen shares, tickets, chat and other electronic means and will not include travel to or time spent on your site. Support365 does not include any software or software upgrades. For the avoidance of doubt, services not included in the Offering Details are not Enterprise Support services. The Offering Details and features are subject to change in accordance with the process set forth for changes to our policies in the Agreement.
1.2 Requirement to be Current in Maintenance. Support365 requests are limited to CitiXsys Products that are covered under current cloud subscription and/ or up-to-date maintenance periods. If you request Enterprise Support coverage on an CitiXsys Product that does not have a current and up-to-date maintenance period, then the request is excluded from the Enterprise Support offering until you bring your maintenance current.
1.3 Support Period. The Support Period will be indicated in your Order and will expire on the date indicated in your support.ivend.com account. Upon expiration of the Support Period, you will no longer have access to Support365. Unless renewed automatically, the Support Period may be renewed by mutual written agreement of the parties, but terms and conditions, including pricing, are subject to change.
1.4 Onboarding Period. During an initial period after purchase, we will manually transition eligible tickets, calls, and support requests from standard support queues to the Enterprise Support queues until we configure the Required Information (as defined below) associated with your Enterprise Support account (the “Onboarding Period”). During the Onboarding Period we will make reasonable efforts to meet the Response Times specified in the Offering Details. We will continue to manually transition eligible support requests until we receive the Required Information from you and we configure it in our support systems.
1.5 Publicity. Upon mutual written agreement of the parties, you agree to be featured as the subject of a case study testimonial or white paper written by us as described in this Section 1.5. The testimonial or white paper will discuss your experience with Enterprise Support365 and may be published on our website, distributed in our marketing materials, or published in relevant media outlets. You will have the right to approve such materials in advance, such approval not to be unreasonably delayed or withheld.
2. TAM Services
If TAM Services are included in the applicable Order, the following terms will also apply:
2.1 Description of TAM Services.
(a) How the TAM program works. A Technical Account Manager (“TAM”) is an iVend product specialist who serves as your key point of contact with us and who provides general advice and guidance on CitiXsys Products and related services (as further specified below). We will designate an individual to serve as your TAM. We may designate a new TAM for you from time to time, upon notice to you. The TAM will be available to provide CitiXsys TAM support services as further described below (“TAM Services”) to you during Business Hours (as defined below) for up to thirty two (32) hours per month during the TAM Services term based on your purchase order for the TAM service (inclusive of direct support interactions and internal efforts on your behalf). TAM Services may be provided via e-mail or over the phone, as designated by us and on the schedule mutually agreed by the TAM and your Account Representatives. From time to time as set forth in the Datasheet (as defined below), or as otherwise may be requested by you and at your expense, the TAM may travel to your site for the purposes of attending business meetings. However, for the avoidance of doubt, the TAM will not render any TAM Services at your location at any time. “Business Hours” means 9am to 5pm in a mutually agreed primary location for service delivery on any day the New York Stock Exchange is open.
(b) Account Representatives. You will designate up to two (2) individuals to serve as key points of contact with the TAM (the “Account Representatives”). You will submit all your requests through your Account Representatives, and we will rely and act upon each Account Representative’s instructions. You will ensure that your Account Representatives have baseline technical knowledge of the CitiXsys Products.
(c) Requirement to be Current in Maintenance. TAM Services are limited to CitiXsys Products that are covered under current and up-to-date maintenance periods. If you request TAM Services coverage on an CitiXsys Product that does not have a current and up-to-date maintenance period, then the request is excluded from the TAM Services offering until you bring your maintenance current.
(d) What the TAM does. TAMs are experienced iVend solutions advisors, they can unlock the potential of your tools, improve team collaboration throughout your organization, and help you operate and use our products effectively at scale.
By delivering customized recommendations from technical and industry experience, TAMs remove adoption friction and get your teams on the right path sooner. Actual areas of advice and guidance will depend on your requests and needs. We may update the list of TAM Services from time to time upon notice to you.
(b) What the TAM does not do. The TAM will not:
- Be responsible for implementing your projects;
- Provide any guaranteed influence on our roadmap; or
- Provide customizations or modifications to the CitiXsys Products.
2.2 Limits on TAM Services. You acknowledge that the TAM Services fee is to secure the availability of the TAM as well as the time and effort spent by the TAM on TAM Services. Hours not consumed in a given week cannot be banked, accumulated or saved for subsequent weeks. While we will use commercially reasonable efforts to provide TAM Services in a professional manner and to address your requests, we do not guarantee that we will resolve all requests.
2.3 TAM Services Term. The TAM Services Term shall all be indicated in your Order. The TAM Services Term starts on the TAM Services start date indicated in your Order. Upon expiration of the TAM Services Term, you will no longer have access to the TAM Services. The TAM Services Term may be renewed by mutual written agreement of the parties, but terms and conditions, including pricing, are subject to change.
2.4 Publicity. Upon mutual written agreement of the parties, you agree to be featured as the subject of a case study testimonial or white paper written by us as described in this Section 2.4. The testimonial or white paper will discuss your experience with the TAM Services and may be published on our website, distributed in our marketing materials, or published in relevant media outlets. You will have the right to approve such materials in advance, such approval not to be unreasonably delayed or withheld.
3. Training Credits.
If Training Credits are included in the applicable Order, the following terms will also apply.
“Training Credits” are prepaid funds of the dollar amount shown on the quote referenced in the applicable Order, to be applied against your purchase of CitiXsys-sold training and certification programs (“Courses”) during the Eligibility Period (defined below). Courses and Training Credits are subject to CitiXsys’ Training Terms and Policies (“Training Terms and Policies”), subject to the terms below. In the event of a conflict or any inconsistency between the applicable Order and the Training Terms and Policies, the Order will control. For clarity, Courses and Training Credits are not subject to the Agreement.
To redeem Training Credits, you must make your purchase through our designated order flow and consume Courses through our designated platform in accordance with each Course’s availability timetable. Training Credits may not be applied against other purchases and cannot be combined with cash to purchase Courses. You are responsible for managing your training accounts and for any redemptions made using your accounts.
Training Credits are applied against our standard training fees at the time of purchase of the Courses. Training Credits expire twelve (12) months from the Order effective date (“Eligibility Period”), regardless of the actual purchase date. Unused Training Credits, including Training Credits that are redeemed but unconsumed, do not roll over and are non-transferable, non-creditable and non-refundable. You may purchase additional Training Credits to be used during the Eligibility Period, as mutually agreed in a subsequent Order.
The Training Instructor delivering the iVend Training may need to visit onsite to your offices to deliver portions of the service. Any travel and living expenses will be invoiced directly to you as incurred.
4. iVend Jumpstart Service.
If iVend Jumpstart Services are included in the applicable Order for iVend Cloud, the following terms will also apply:
4.1 Description of iVend Jumpstart services.
- What is the iVend Jumpstart service.
The iVend Jumpstart service is a ninety (90) day pilot engagement which allows customers to experience the features and functionalities offered by iVend Cloud with their own data and thereby progressively develop a detailed Blue Print Document in close collaboration with an iVend Solution architect. iVend Cloud is designed to provide the visibility, alignment, and productivity that organizations need for their retail operations. The iVend Jumpstart Program is the best way to dive in and prove the technology’s value over a 3 month engagement utilizing the best retail practices offered by iVend Cloud. iVend Jumpstart services datasheet is currently available here (“Jumpstart Datasheet“).
- System and Data Connectivity Requirement.
The iVend Jumpstart Solutions Architect will not be able to deliver the full benefit of a Jumpstart engagement if System and Data Connectivity is not established during the engagement. If you are using iVend Jumpstart service prior to your purchase of iVend Cloud, Jumpstart service gives you access to iVend Cloud with One Store and 2 POS to test the system with your own data. Existing customers must have current iVend Cloud subscription for System and Data Connectivity test.
If System and Data connectivity is not established within nine (9) months from the Jumpstart order date, it is important to understand that any unused Jumpstart services will expire at the twelve (12) month period from the transaction date.
- Staffing Assignment.
iVend will designate an individual to serve as your Solutions Architect for the Jumpstart engagement. We may designate a new Solutions Architect, upon notice to you. To the extent Jumpstart is purchased through an authorized partner or reseller of iVend (“Reseller”), all or any portion of the Jumpstart services may be provided by the Reseller.
- How the iVend Jumpstart service works.
iVend will designate an individual to serve as your Solutions Architect for the Jumpstart engagement. We may designate a new Solutions Architect, upon notice to you. A Solutions Architect is a service delivery consultant specialized in iVend. The Solutions Architect will deliver the design, blueprints, and training during the ninety (90) day service delivery period. For purposes of clarity, the design, blueprinting, and training work during the iVend Jumpstart service is limited to the iVend product and use cases within it. The Solutions Architect will be available to provide iVend Jumpstart services as further described in the Jumpstart Datasheet during Business Hours. iVend Jumpstart Services will be delivered remotely via web meetings, e-mail or over the phone, as designated by us and on the schedule mutually agreed by the Solutions Architect and your Account Representatives. From time to time as set forth in the Jumpstart Datasheet, or as otherwise may be requested by you and at your expense, the Solutions Architect may travel to your site for the purposes of in-person service delivery at an extra expense.
- Account Representatives.
You will designate two (2) representatives to coordinate Jumpstart service delivery activities with the required users and staff. You will ensure that the required Jumpstart participants are readily available for workshops and training during the engagement period.
4.2 Requirement to be Active Cloud subscription and/or maintenance.
iVend Jumpstart Service is limited to iVend products that are listed on our website www.ivend.com. The service does not include any 3rd party product with the exception of mapping of iVend APIs to a third party system with any one (1) iVend connector listed at https://ivend.com/ivend-integrations/
- iVend evaluation: If you are using iVend Jumpstart service for blueprinting exercise, data connectivity test and a proof of concept prior to your purchase of iVend Cloud, Jumpstart service gives you access to iVend Cloud with One Store and 2 POS to test the system with your own data. The Jumpstart service includes the cost of iVend Cloud for a period of 90 days. If you purchase iVend Cloud subscription during the term of this agreement or within 2 weeks of completion of the Jumpstart engagement, all configurations made in your Jumpstart instance will be moved to your iVend Cloud subscription without any further charges.
- Existing iVend customers: You may purchase the Jumpstart Service to engage a Solution Architect for blueprinting new business scenario, configuring new iVend products (such as iVend Loyalty) or new integration mapping jobs (such as S/4 HANA) with your current iVend Cloud system. You must have current iVend Cloud subscription to avail iVend Jumpstart Service. Jumpstart Service cannot be engaged until you bring your subscription/ maintenance current.
4.3 Limits on iVend Jumpstart Services.
You acknowledge that the services fee is to secure the availability of a Solutions Architect as well as the time and effort spent by the Solutions Architect on iVend Jumpstart Services. While we will use commercially reasonable efforts to provide services in a professional manner and to address your requests, we do not guarantee that we will resolve all requests.
4.4 Jumpstart Services Term.
The iVend Jumpstart Services Term starts on the Jumpstart Services start date indicated in your Order. All iVend Jumpstart services must be consumed within twelve (12) months from the order form start date. The Jumpstart service delivery (such as configurations, settings) will start once System and Data Connectivity is established. Jumpstart services will expire at the end of the ninety (90) day of the order start date. Upon expiration of the Jumpstart Services Term, you will no longer have access to the Jumpstart Services.
4.5 Travel & Living Expenses.
The Solutions Architect delivering the iVend Jumpstart Service may need to visit onsite to your offices to deliver portions of the service. Any travel and living expenses will be invoiced directly to customer as incurred.