SUPPORT PLAN FOR SAAS

July 1, 2024

This plan includes helpful information about our support services for certain SaaS products, including target response times, escalation paths, and more. If there are questions not answered by this plan, please contact us directly by emailing support@powerplan.com.  

PowerPlan may update this plan at any time. The most current version available at https://powerplan.com/legal will apply upon next renewal of your SaaS subscription. PowerPlan will provide a mechanism to obtain notice of updates, but please check regularly for updates.

Support Services

All support services described will be provided to the Client during its subscription and so long as the Client is current on  the payment of SaaS fees.

PowerPlan Support Services Responsibilities

PowerPlan provides support services for all its software and APIs with the primary responsibilities summarized below: 

• Providing guidance and offering tips and techniques for the use of the software and APIs.

• Troubleshooting issues with SaaS components of APIs when the Client experiences unexpected results.

• Using commercially reasonable efforts to reproduce errors and assist in providing workarounds to help maintain  stability until the error is resolved.

Software and API Support

PowerPlan manages support for its software and APIs through the creation and management of cases. A “case” is a single, reproducible issue or request for assistance that is related to the software or an API.

Requesting Support

A Client may request support by using any of the methods listed at https://powerplan.com/support/. The Client Portal is available 24 x 7 for submitting cases, searching for solutions, monitoring the status of open cases, and reviewing closed cases. A Client may also submit cases by email at any time. Telephone support is available during support hours.

To resolve the case as quickly as possible, the Client should provide the following information with each request:

• Urgency of the request, including any deadlines

• Client’s contact information, including company name, company email, and company phone number

• Product or API name

• Details of the case, including any error messages, error/job/process logs, steps to produce the problem, screenshots, or other output data

• Description of the problem’s frequency (e.g., intermittent or always, and whether it affects one, some, or all users)

• Description of the problem’s impact to the business

Support Hours

Our support hours are 8:00 AM – 8:00 PM Eastern Time, Monday – Friday, excluding PowerPlan-observed holidays.

Client Support Contacts

The Client must designate an appropriate functional application administrator and an IT administrator who will provide basic  support for the application. Client end users should report issues to the applicable administrator for internal Client tracking,  troubleshooting and change management. When the Client needs PowerPlan’s assistance, the administrator should report  the issue to PowerPlan.

The Client is responsible for providing first level support to end users. First level support includes: (i) providing support and  assistance regarding the proper use and functionality of the software and APIs; (ii) troubleshooting errors through front end/self-help error resolution tactics (user guide, knowledge base, error message information, resolve kickouts, review logs  and address issues); and (iii) reviewing historical cases reported and applying previously provided error corrections or  workarounds to repeat errors. These steps should be completed before contacting PowerPlan.

Default PowerPlan Access

PowerPlan establishes default access to Client environments to facilitate faster case resolution.  

PowerPlan may request additional permissions from the Client to enable resolution of issues. The Client is responsible for  any errors that occur because of granting such permissions, and support services do not cover any data correction needed  because of such errors.

Copying Client's Environment

If PowerPlan is unable to replicate an error in any of PowerPlan’s internal environments, PowerPlan will continue troubleshooting by copying the Client’s PowerPlan environment to complete further triage.

Severity Levels and Response Time Targets

PowerPlan will try to provide an error correction or workaround for all errors that PowerPlan can verify and reproduce.  PowerPlan will not provide support services related to failures or other problems caused by (a) the use or operation of its software or APIs with any other software or in an environment other than as intended, recommended, or otherwise  authorized by PowerPlan, (b) operator error or use of its software or APIs in a manner inconsistent with the documentation  or the SaaS subscription agreement, or (c) the Client’s hardware or operating system.

PowerPlan’s targets for response times are dependent on the impact that a particular case is having on the Client.

The following table defines PowerPlan’s Severity Level classifications and Response Time Targets.

Escalation Management

PowerPlan employs internal escalation procedures to ensure the Client is receiving the appropriate response and attention.

If the Client believes it is not receiving the appropriate level of support and would like to escalate a case, the Client should send an email to the appropriate email address as listed in the table below. The Client should escalate in the sequence noted below (i.e., the Client should first escalate to Level 1 before escalating to Level 2, etc.).

After Hours Support

PowerPlan may be available to help on urgent issues outside of our support hours for an additional fee.

For assistance outside of PowerPlan’s support hours, the Client should call 1-888-725-0158 to be routed to the on-call support analyst. PowerPlan will notify the Client of the after-hours fees in writing and will request written approval of the associated fees from the Client before helping with the issue. For potential after-hours assistance, Client can make a reservation for after-hours assistance in advance by emailing support@powerplan.com. For potential after-hours assistance for activities that fall outside the scope of Standard Support, a reservation is not sufficient to engage PowerPlan resources. Client should coordinate that in advance to ensure that the appropriate PowerPlan resources are available, and any applicable fees are discussed and agreed to in advance, up to and including a statement of work.

Requesting a reservation in advance allows PowerPlan more time to arrange the appropriate type of resource for the Client’s issue and it increases, but does not guarantee, the likelihood that an appropriate subject matter expert will be available.

• Client must make the reservation at least two (2) Business Days in advance.

• A reservation may not be made for more than one (1) day over the weekend or two (2) consecutive business days.

Notwithstanding anything to the contrary, nothing in the foregoing is intended to obligate PowerPlan to provide any Maintenance Services or assistance which fall outside of the scope of this Policy or outside of Standard Support Hours, and any assistance or related Services provided after hours shall be provided at PowerPlan’s sole and exclusive discretion.

Software Releases

Software releases will be provided through our product release cycles; more information about those release cycles and  SaaS processes can be found in the product documentation. Software releases exclude new products and/or new  functionality for which PowerPlan generally charges a separate or additional fee. 

If the Client requires assistance in the adoption of a product or functionality, PowerPlan may provide those services as an  additional service or SOW service, at its current rates on a time and expenses basis, pursuant to a separate SOW.

Outside of scope