Product Overview: Success Plans

(Service package)

 

1.   FUNCTIONAL OVERVIEW AND KEY PROPERTIES

1.1  1.1 Cyncly works in partnership with the Customers to achieve the targeted operational and business objectives by:

1.1.1   Leveraging decades of experience and deep domain knowledge

1.1.2   Providing personalized, disciplined guidance to ensure that the solutions incorporate best practices.

1.1.3   Providing continuous software maintenance and technical support to assure the software remains secure and “state of the art” and prevents any obstacles through the entire lifecycle stages of Customers’ software.

1.2  1.2 Cyncly’s Success Plans program provides resources that are available anytime and anywhere with an efficient set of in-house experts, to achieve the following business outcomes:

1.2.1   Lower cost of ownership

1.2.2   Increased technology adoption

1.2.3   Enhanced partnership with Cyncly

1.2.4   Improved productivity

1.2.5   Faster time to value

2.  MARKETING AND GEOGRAPHICAL REGION

This Service package is designed to be bundled with the KB&Fr, KB&Fm, Flooring and WDG markets.

3.   CONTRACT TYPE

This is offered in conjunction with the main Product (Desktop (On-Premise) or SaaS product) and is available on a subscription basis.

4.  COMMERCIAL/BUSINESS MODEL AND ACCESS RIGHTS

The terms of Training credits/discounts and Success Plans are as follows:

4.1   Training credits/discounts

4.1.1   The Training credits/discounts are made available as part of the service package to help new users ramp up quickly on the system, and for upskilling the existing users. Customers shall also receive a fixed 15% discount (based on the customer tier) on all training that are available from Cyncly for anything that is above what is included in the plan. These include:

4.1.1.1   Onsite and Online training sessions

4.1.1.2   E-Learning and self-paced modules available on our online training platform

4.1.1.3   Training Passes and Subscriptions where applicable

4.1.1.4   Workshops and Advisory services on specific topics or use-cases

4.1.2   Training credits/discounts can be used on any online training courses/coaching sessions, for each product on each level, including customized trainings.

4.1.3   Training credits/discounts can be redeemed against any combination of sessions, if the number of credits required does not exceed the number of credits purchased.

4.1.4   The price is a fixed fee, and all unpaid instalments will immediately become due and payable upon termination of the agreement.

4.1.5   If the agreement is not terminated by the provision of at least 3 months prior notice before the end of the 12-month Minimum Period, it shall automatically renew for subsequent 12-month renewal terms until 3 months prior notice before the end of a renewal term is provided.

4.1.6   Notwithstanding the renewal, at the end of the 12-month period any unused credits will expire and cannot be carried over to the subsequent renewal period.

Training credits shall not be assigned, transferred, sub-licensed, novated, charged or otherwise dealt with in whole or in part without Cyncly’s prior written consent.

4.2   Success Plans

Enterprise Success Plan Agreement

4.2.1   Customer Success Manager. A Customer Success Manager (“CSM”) will be assigned to the Customer’s account to provide coordination and assistance for questions pertaining to Cyncly’s solutions, content, architecture, and deployment of the Software. Customer shall assign a Program Manager (your “Program Manager”) to manage the relationship with Cyncly. Such Program Manager is responsible for the identification of potential needs globally and to identify and make available Customer’s required resources. The CSM will strive to understand Customer’s business and develop domain knowledge to further facilitate collaboration in utilization of the Licensed Software.

4.2.2   Technical Account Manager. A Technical Account Manager (“TAM”) will be assigned to the Customer’s account to provide coordination and assistance for questions, technical issues, and cases pertaining to Cyncly’s solutions, content, architecture, and deployment of the Software. The TAM will strive to understand Customer’s systems and solutions in place, keep track of open technical issues and product requests, set priorities with the Program Manager, and drive resolution and execution on those working with Cyncly technical teams.

4.2.3   Success Plan. Cyncly shall develop a roll out an update plan (“Success Plan”) for the Software and content along with the Customer’s collaboration. The Success Plan will specify what services Cyncly will provide on an annual basis during the term of the Success Plan and identify areas where the Customer shall have primary responsibility. Areas of consideration to be documented in the annual Success Plan may include:

4.2.3.1   Identification, prioritization and set target timelines for business and technical objectives where Cyncly’s products or services will be of assistance

4.2.3.2   Content Creation requirement gathering and providing timelines for delivery of content and updates

4.2.3.3   Define the necessary technical prerequisite requirements to deploy the Licensed Software if not being handled by an assigned Project Manager

4.2.3.4   Identification and scheduling of required Trainings

4.2.4   Reviews. Reviews will be conducted on a need-basis by the CSM, Program Manager, and appropriate management personnel. These reviews may be conducted in person at a mutually agreed upon location or virtually, using web-based collaboration tools. These reviews shall be based upon a review report prepared by the Cyncly team and supervised by the CSM, and will address any concerns identified by the CSM or the Program Manager, and be specifically focused on Customer’s opportunities and goals. The Success plan may be adjusted and modified at these meetings.

The Success Plan service package shall include a proposed schedule, recommendations on training for personnel and end users, best practices, and other recommendations for operation of the Licensed Software, based on the Customer’s business objectives and available resources.

5.   SUPPORT AND SERVICE LEVEL AGREEMENT

5.1   SUPPORT HOURS:

5.1.1   KB&Fr Support Services – NAM (SMB and Enterprise) (Normal local business hours)

5.1.2   KB&Fr Support Services – EMEA (SMB and Enterprise) (Normal local business hours)

Note: The online Help Centre, which includes specific product troubleshooting guides & FAQ’s, will be available 24/7, 7 days a week in the Customer’s local language.

5.1.3   KB&Fm Support Services (Normal local business hours)

5.1.4   WDG Support Services (Normal local business hours)

5.1.5   Flooring Support Services (Normal local business hours)

*Saturday support will be over email with a Call-back option
**Full omnichannel support not available for all products

5.1.6   Additional terms:

5.1.6.1   During the Supported Hours, Cyncly shall provide support for the Cyncly Product at no additional charge. Customer shall be entitled to contact Cyncly Technical Support team during the above- mentioned support hours to clarify queries regarding the use of the Product. The Cyncly team shall assist Authorized Users in using this offering and in identifying and providing workarounds, if possible, for problems or limitations with the service. Such assistance may include remote computer communications to Authorized Users’ facilities.

5.1.6.2   • Once an incident is reported to Cyncly during the Support Hours, Cyncly team will make best efforts to resolve service disruptions as soon as possible and to address errors and other incidents on a timely basis in accordance with the incident classifications described below in the SLA table. Cyncly uses the incident classification system as per the SLA table to manage response and resolution of service disruptions and other technical support issues reported by Customer or detected internally by Cyncly.

5.2   SERVICE LEVEL AGREEMENT/ TERMS

5.2.1   KB&Fr

A.   PREMIUM

B.   ELITE

C.   ENTERPRISE