Success Plans

Last Updated on: August 16, 2024

Elate Success Plans are a subscription support offering that includes access to program resources that help all customers use and maximize their Elate investment.

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The Standard Success Plan, and if purchased, the applicable Premier Success Plan or Signature Success Plan, will be provided to Customer’s Users in accordance with the description outlined in this Document. Success Plans must be purchased for all such subscriptions to included products in a given instance for the duration of the Order Term. Therefore, Customer may incur additional Success Plan charges as new subscriptions for included products are added to a given instance.

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Customer is responsible for evaluating any advice or guidance received from Elate as part of a Success Plan and for implementing any such advice and guidance.

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1. CONTACTING SUPPORT
   1. Users can contact Support in any of the following ways:

Standard

Premier

Signature

Case Submission

Chat

Chat is available in app or website: https://www.elate.xyz

Email

Email message for support may be sent to support@elate.xyz

Phone

Telephone support in English may also be available at 424-444-6700

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2. Target Initial Response Times

Description

Standard

Premier

Signature

Initial Response*

Chat

1 minute

Email

30 Minutes

Phone

1 Hour

* All Times are Target Initial Response Times.

2. DESIGNATED CONTACTS (PREMIER AND SIGNATURE SUCCESS)
   1. “Designated Contacts” are Users Customer identifies as primary liaisons between Customer and Elate for technical support. Customer shall identify and maintain at least one (1) Designated Contact. Customer shall notify Elate whenever Designated Contact responsibilities are transferred to another User. Customer’s Designated Contacts shall be responsible for:
      1. overseeing Customer’s support case activity,
      2. developing and deploying troubleshooting processes within Customer’s organization,
      3. resolving password reset, username and lockout issues for Customer, and
      4. requesting Admin Assist services. 
      5. Customer shall ensure that Designated Contacts:
         1. are knowledgeable about the applicable Services in order to help resolve, and to assist Elate in analyzing and resolving technical issues, and
         2. have a basic understanding of any problem that is the subject of a case, and the ability to reproduce the problem in order to assist Elate in diagnosing and triaging it.
3. REPRODUCING ERRORS
   1. Elate must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Elate to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Customer's approval on a case-by-case basis, Users may be asked to provide remote access to their Elate application for troubleshooting purposes
4. SUCCESS PLAN ENTITLEMENTS
   1. Premier (includes features of Standard Success Plan)
      1. Case Updates
         1. For cases created, Elate shall provide updates to Customer, until a resolution or work-around has been provided. Reproducible errors that cannot promptly be resolved will be escalated to Engineering for further investigation and analysis. A multi-party bridge line may be established by Elate, in its discretion, to resolve a cases involving joint/multi-parties. Where two or more customers are experiencing similar issues, Customer may be invited to join a multi-customer bridge line established by Elate to communicate updates to multiple customers and other parties in a scalable manner.
      2. Post Case Incident Communications
         1. Upon Customer’s request, will meet to debrief regarding the incident response. To the extent possible, the parties will collaborate to perform a root cause analysis and evaluate strategies designed to prevent a recurrence of such critical incidents.
      3. Client Advocate
         1. Customer will have designated Client Advocate (Advocate) coverage for the duration of the subscription term for which Customer has purchased Signature Success. The Advocate coverage will be provided during business hours in the Customer’s primary region. The Advocate will engage with Customer to mutually agree on a Support Engagement plan including activity prioritization and timelines. Advocate activity areas may include engaging with customers to establish a plan to assist customers to achieve their business outcomes, and coordinating with technical resources for technical activities. Advocates are assisted by a pool of engineers on a 24x7x365 basis to execute Signature Success Support case activities as described herein. The engineers will manage Customer’s support cases, in addition to other support-related activities outlined below.
      4. Recurring Meeting
         1. During the term of Customer’s Signature Success subscription, the Advocate will coordinate periodic meetings between parties to discuss mutually agreed topics. Advocates may review your Customer Success Score, the progress you have made on achieving your business outcomes, and provide recommendations to help improve your use of and knowledge of Elate products and services and health of your implementation. Upon customer request, Advocates may also review key open and closed cases, trends, and any production impacting incidents including discussion of strategies to prevent recurrence of such incidents.
      5. Key Event Management
         1. Advocate will align with Customer for awareness on important events including
            1. Holiday/High Volume Business Events
               1. Upon request, Customer will be entitled to one (1) event per year, per instance. Customer must notify their Advocate at least six (6) months prior to the requested event. Proactive Monitoring must be enabled and the Annual Technical Health Review must be completed as a prerequisite for support for any key event.
            2. Ongoing Customer Deployment Events
               1. Upon request, Support Engineers will be made available to help support a Customer’s Elate deployment activity. Customer is entitled to support for one (1) deployment per month, per instance. In order to utilize on-call deployment support, Customer is required to log a Support case, or request their Advocate to assist with opening a Support case, to provide Elate with notification at least seven (7) business days prior to the deployment activity. Customer must provide details of the technical scope and timing of the deployment to ensure Support has appropriate context. As part of deployment support, a Support Engineer will be assigned to the case in advance of the activity, and will monitor the deployment activity and help troubleshoot issues that might result in deployment failure. Proactive Monitoring must be enabled as a prerequisite for support for any Customer deployment event.
            3. Elate Technical Release Events (Major/Minor Releases)
               1. Signature Success resources will communicate published Elate technical updates to help Customers identify impacts and prepare for any future changes that may be required to their environment(s).
      6. Language
         1. All communication and support is provided in English only.
      7. Background Checks
         1. Elate Employees are individuals who have completed a background check as a condition of their employment with Elate.
5. ADDITIONAL DETAILS
   1. Travel Expenses
      1. Any T&E expenses incurred by Elate resources will be separately invoiced to Customer. Customer shall pay such invoice(s) in accordance with the invoicing terms of its Main Services Agreement.
6. Exclusions
   1. Success Plans do not include any of the following:
      1. Implementation of the Services.
      2. Elate does not provide contact information for system administrators (including for Password resets).
      3. Assistance with software usernames.
      4. Assistance with non-Elate products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems.
      5. Assistance with applications, whether authored by Elate or a third party, unless otherwise specified in our Product Inclusions and Exclusions document linked above.
      6. Creation or testing of custom code, including queries.
7. Success Plan Materials
   1. Any materials provided by Elate to Customer as part of a Success Plan are the confidential information of Elate and may not be copied, disclosed or distributed to anyone other than Customers' Users entitled to receive the applicable Success Plan. Elate retains ownership of all intellectual property rights in the materials and reserves all rights in the materials not expressly granted to the Customer.
8. Changes to Success Plans
   1. Elate may modify Success Plans from time to time, provided the level of service under the plans will not materially decrease during a subscription term.