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Premier Success Plan

This document defines the scope of the Premier Success Plan provided by Hornbill and should be read in conjunction with the applicable Hornbill Terms of Service. The Premier Success Plan provides a comprehensive level of support over and above that provided in the Essential Success Plan and is subject to an additional charge and contingent on the customer subscribing to the Hornbill service.

Ensuring your success

Although Hornbill is very intuitive, information to help you is available here on our docs site and also in our forums. Should you experience a problem, access to your dedicated Customer Success Team is available via our mobile-enabled Support form. Just enter your email address and designated instance name and we will be alerted to your request and will call you back.

For education-related questions (e.g. “How do I…?”), you can often find answers in our Community forums.

As part of your Premier Success Plan, we will provide root-cause analysis on all critical issues and quarterly reports outlining the status, outcomes, and SLA performance for issues and requests that you raise with us.

Important

Please do not raise problems (i.e., things that are broken) in the forums, as this may result in a delay in processing your request.

Service levels

Support for critical issues, as defined in the table shown below, is available 24x7x365. For other incidents that do not meet this criteria, support is available during normal UK Business Hours. Please note that certain critical issues not specifically relating to issues with our cloud infrastructure may require developer support to resolve. Whilst full cradle-to-grave support for cloud infrastructure issues affecting availability is provided 24x7x365, Development support is only guaranteed during normal UK Business Hours.

The following table details the priority classification assigned to any incident reported. This includes the target response and resolution times which are provided on a reasonable endeavor basis. Availability Service Credits and Service Level Service Credits are though provided where there are prolonged impacts to service availability caused by issues of a critical nature and detailed in the Appendix of this document.

Priority Definition Response Resolve Root Cause Analysis
1/Critical failure in the production operation of the service rendering the service unavailable or critically impaired. Alternatively, data is corrupted or there is a significant security issue 15 mins 4 hours 5 business days from resolution
2/Severe Issues of a high impact causing severe degradation in performance or failure of important features or capabilities. No acceptable workaround is available, but operation can continue in a restricted fashion. 30 mins 8 hours N/A
3/Moderate Issues of a moderate or low business impact where the service is operational and the majority of functions are still available. The impact is an inconvenience which may require a workaround to restore functionality. 4 business hours 3 business days N/A
4/Minor No impact in the operation the service and the functions of the service are not impeded. 1 business day 5 business days N/A

Named support contacts

You are required to provide Hornbill with the names and email addresses of support contacts who are responsible for managing your account:

Role Description Required/Optional
Account Authority They can authorize changes to your instance, including ones that will affect your billing. Examples include increasing subscriptions, changes to the company name, and changes in contacts. This may be your implementation lead and it may be someone with a job title like Director or Head of Procurement. Required
Primary Technical They are a Hornbill administrator and will engage with Hornbill Support and Customer Success. They will also be notified of any larger changes to Hornbill. Required
Secondary Technical A back up to Primary Technical contact. Required
Additional Contact 1 Typically, this is another Hornbill Administrator. Their role is the same as the Primary/Secondary technical contacts, but they will not be included in any notification emails from Hornbill. Optional
Additional Contact 2 A backup to Additional Contact 1. Optional
Data Security * Hornbill’s contact for any data security issues. Typically, this person is responsible for your information security policies and practices. Note: this contact does not count towards your allocated 5 supported contacts in the Premier Success Plan. This contact will not have access to raise Incidents or Hornbill Services as per the other contacts Required

What we need from you

Most importantly, nothing unreasonable. We need three official contacts. One of these needs to act as the named authority for affecting operational changes (i.e. new contact names). This is required in order to be able to log incidents against a known contact and to ensure we can progress the issue effectively and securely. We need this as our Information Security Policies requires us to identify you before implementing changes or providing information in relation to customer/production instances. It is important that issues of a critical nature, and cloud infrastructure issues in particular, are reported by named contacts only. One of the contacts will also have primary authority over your instance.

As you should expect, we will approach critical issues with urgency. However, in order to progress them as efficiently as possible, we also need your help. Please outline your issues with as much relevant detail as possible, but also as concisely as you can. We understand that certain issues can cause a significant impact to our customers and appreciate that as a result, this may place customers under a high degree of stress. We are here to help. In order to maintain our high standards though, Hornbill needs to be able to guarantee that it’s staff are able to work in an environment that is free from obstruction to do so.

Exclusions

We want to do our utmost to ensure your success, but sadly there are limits! It’s important to ensure that Hornbill Customer Support stay focused on the issues and problems affecting the Hornbill platform and its applications, therefore they are not able to provide certain things. Should you require assistance with any of the items outlined below, Hornbill Expert Services can help.

  • The Importing of Asset Data from third-party systems and datastores such as SQL Databases, Excel, or any other proprietary system and/or discovery tools.
  • The creation of bespoke services business process, dashboards or reports outside of those provided as standard in the Hornbill application(s).
  • Assistance with integration with other applications in respect to the use of Hornbill APIs and Web Hooks.
  • Web Services API - the Hornbill platform exposes all functionality through a single unified and fully documented web services API. The API is an XML RPC-style request/response messaging scheme, with all inputs and outputs fully described by XML Schema and on-line documentation. We also provide simplified language bindings allowing developers to easily integrate within projects built using JavaScript, PHP, C#.NET, Java, GoLang and C++
  • Web Hooks - the opposite to an API call, a web hook is a call from Hornbill to a web endpoint of your choosing. Most application actions on a Hornbill instance can trigger an action-specific event when an action is performed. Hornbill can be configured to call to a web end point passing the action-specific data to the web service. This is a very powerful mechanism that enables true, near real-time integration with other business systems.
  • Ongoing administration of your system (available with our Concierge Success Plan) The fact that the above items are listed as exclusions does not mean we are unable to help you. Please see our catalog of Expert Services available, or contact us at customer.success@hornbill.com for more details.

Escalation channels

If for whatever reason we fall short of the standards you expect from us, please do not hesitate to escalate the matter by contacting us at escalation@hornbill.com.

Premier Credits

We acknowledge that you may have specific requirements or there are circumstances where you require more than the Community Forums and Customer Support can provide. Working directly with a Hornbill Product Specialist can realize your Hornbill goals and objectives faster by accessing the wealth of knowledge and experience our specialists possess. Hornbill Premier Credits allow you to engage with a Product Specialist on a one-to-one basis, or instruct them to deliver specific configuration/administration on your behalf.

With the Premier Success Plan, you can rest easy in the knowledge that 10 Hornbill Premier Credits (1 hour = 1 credit) are available at any point during the contracted term of the Success Plan. Hornbill Premier Credits must be used by the end of the contracted period of the Success Plan and cannot be carried over into the next contract period.

Should you find you require more than 10 hours, holders of a Premier Success plan can purchase additional hours at a discounted rate. For a quotation, please raise a request via the Hornbill Customer Success Portal or contact customer.success@hornbill.com.

Appendix 1: Definitions

Terms in this section have the same meanings as those given to them in the Hornbill Terms of Service unless other meanings are given to them below. In these terms, unless the context otherwise requires, the following words and expressions mean:

  • Available: the SaaS Service is accessible by the majority of the Customer Users, functioning substantially in accordance with any applicable product manuals. Note that if the SaaS service is not available to any or all Customer Users owing to a fault or condition outside of Hornbill’s control, such as, but not limited to a failure of the Internet, then it shall still be deemed Available.
  • Availability Service Credits: credits of Subscription Fees paid by Customer as a result of a failure of the SaaS Service to meet the SaaS Service Availability.
  • Business Hours: the number of hours elapsed during normal UK business hours 09:00 through 17:30 UK time Monday to Friday excluding UK public holidays.
  • Critical Issue: A failure in the production operation of the service rendering the service unavailable or critically impaired. Alternatively, there might be a significant security issue or availability affected by corrupted data.
  • Maintenance Notice Service Level: the minimum advanced notice period for a maintenance activity to be classified as Works is seven elapsed days (168 elapsed hours) for routine and/or planned activities and four elapsed hours for high priority activities as solely determined by Hornbill.
  • SaaS Service Availability: the calculation of service availability for the purposes of calculating Service Credits.
  • Service Available Hours: the amount of time the SaaS Service is Available according to the service level. Calculated as the Service Operational Hours minus the time the SaaS Service is not Available (other than due to Works).
  • Service Level Service Credits: these are credits of Subscription Fees paid by Customer as a result of a failure of the Hornbill to deliver resolution of critical and severe issues within the specified time frame.
  • Service Maintenance Hours: the four (4) hours from 12.00 to 04.00 each day (with reference to the timezone defined in the Service Parameters) during which Customer access to the SaaS Service may be interrupted by the carrying out of Works.
  • Service Operational Hours: in any given period the total hours minus the time spent on Works (specifically when the SaaS Service is not Available).
  • Works: routine and/or planned maintenance activities or high priority activities (that interrupt the SaaS Service) as is required by professional computing practice and that take place during the Service Maintenance Hours and as communicated to customer in accordance with the Maintenance Notice Service Level.

Appendix 2: Availability service levels and service credits

Service availability

For the purposes of service reporting and calculation of any applicable Availability Service Credits, SaaS Service Availability for any period is expressed as a percentage and calculated as the Service Available Hours for the period divided by the Service Operational Hours.

Data loss

Hornbill takes reasonable steps to secure the Customer Data against loss due to any single system failure. Should Customer Data be lost due to such failure it will attempt to restore the data to a point prior to its loss. The maximum amount of time for which data should be lost is specified as one of the Service Parameters. Once the data has been restored by Hornbill using reasonable efforts, any resultant data loss shall not in its own right constitute service unavailability.

Service credits

Availability Service Credits are calculated on a monthly basis as a percentage of the Subscription Fee where the SaaS Service Availability falls below a certain threshold as shown in Schedule 1 below. Service Level Service Credits are calculated as a percentage of the Subscription Fee for the Subscription Period where the Target Resolution time as defined in the Service Levels above are not met based on the thresholds set out in Schedule 2 below. For any one incident either Availability Service Credits or Service Level Service Credits, but not both, may be claimed.

To be entitled to any Service Credits, the Customer must request such Service Credit in writing from Hornbill within 30 days of relevant month. The Service Credit will be applied to the next Subscription Fee invoice to be raised. If the Subscription Period has been reached (and no further invoice is to be raised) then no Service Credit is applied.

Availability in subscription period Service availability credit (as a percentage of subscription fee)
Greater than 99.95% 0%
Between 99.94% and 98.95% 2.5%
Between 98.94% and 97.95% 5%
Between 97.94% and 96.95% 10%
Less than 96.95% 20%

Schedule 2 service level thresholds

Service level not achieved Service level credit (as a percentage of subscription fee)
Target resolution for P1 incident exceeded by 100% 10%
Target resolution for P1 incident exceeded by 200% 15%
Target resolution for P1 incident exceeded by 300% 20%
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