Terms and Conditions

 

Product Support

Support Services for ServiceSource Cloud Software

Technical Support

From initial deployment to on-going support, ServiceSource Customer Support is here to help you achieve the full value of your investment. To assist you on your path to success, every customer subscription includes our Standard Success Plan at no extra charge. Standard Technical Support is one of the two core components to every Success Plan. Let us share with you our proven methods for achieving success! Extended support options are available for customers with higher support needs.

Standard Success Plan
Support
  • Online Case Submission
  • 8x5 Business Support Hours (local time)
  • Up to 4 Named Support Contacts
  • Response Times:
    • Sev 1: 1hr
    • Sev 2: 1 business day
    • Sev 3: 2 business days**
    • Sev 4: 5 business days**
  • Community Forum, eLearning & Knowledge Base
  • Software Upgrades
Training
  • Remote, Instructor-Led Product Training
  • Self-Service Community and eLearning
 
Included with Subscription

*PST, SIT, GMT - excludes weekends and local holidays

**Severity 3 & 4 Response Times exclude ServiceSource observed holidays

About Standard Support

Standard technical support provides help with currently supported products. Standard Support includes:

Standard Support Response Times

Response time is prioritized based on the issue severity. ServiceSource uses the following definitions for issue severity:

  • General Technical Questions
  • Troubleshooting Product Issues
  • Product Error Messages
 
Issue Level Description
Severity 1 System outage
An error has caused a catastrophic failure of the Software that has rendered the entire system unusable. (i.e. complete system outage)
Severity 2 Key functionality impaired; no workaround available
A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
Severity 3 Moderate impact with workaround
An error in the form of a bug or administrative issue is preventing a non-critical Software function from working. (i.e. error running report)
Severity 4 Minor impact
An error in the form of a bug or administrative issue that makes a function of the Software difficult to use but some Workaround is known. (also includes "How do I" questions) An “error” means a failure of the ServiceSource software to materially conform to ServiceSource-published user

Web-based Support Portals

The web-based Customer Portal and Customer Communities are the fastest method for issue resolution. The support portal allows you to communicate directly with ServiceSource Technical Support in one central location to submit new cases, append/upload file attachments associated with open cases, track the status of existing cases, and review past cases.

Named Support Contacts

Standard Support accounts may name up to 4 individual support contacts. The Named Support Contact will represent your organization in working with ServiceSource Technical Support. These support contacts must be reasonably proficient in the use of information technology, familiar with the software deployment projects, and must speak English. New support cases will only be accepted from Named Support Contacts. When we receive support requests from non-Named Support Contacts, we will redirect the support requests to the Named Support Contacts for the organization. It is important that Named Support Contact information is current and accurate as this ensures the ability for an active maintenance/support customer to open a Technical Support and receive important product communications. To change your Named Support Contacts, please contact us at CustomerCare@servicesource.com

Software Upgrades and Maintenance

Standard Support is limited to correcting errors, bugs, or other defects with the standard software product and does not extend to any technology customers use with the software. ServiceSource support is not available for any deliverable provided as part of a professional services engagement unless otherwise agreed in writing as part of the engagement. Upon release of any new version of Customer Success Management, ServiceSource will cease providing support for prior version(s) of the software.

Support Limitations

The web-based Customer Portal and Customer Communities are the fastest method for issue resolution. The support portal allows you to communicate directly with ServiceSource Technical Support in one central location to submit new cases, append/upload file attachments associated with open cases, track the status of existing cases, and review past cases. We also provide round-the-clock access to help articles and product documentation via our online knowledge base.

Other Support Terms
 

  • Environment
    ServiceSource hosts its cloud applications in environments that are ISO 27001 certified (e.g. Amazon Web Services Cloud ("AWS") and Salesforce.com). ServiceSource’s Revenue Analytics platform, which is hosted in Lynnwood, WA and Spokane, WA, is SSAE 16 SOC 2 compliant.

  • Scheduled Outages
    "Scheduled Outages" mean planned interruptions to ServiceSource cloud products to make changes to ServiceSource’s production systems as part of regular maintenance. ServiceSource will notify customers at least 48 hours in advance of any routine maintenance.

  • Emergency Maintenance
    ServiceSource reserves the right to perform emergency maintenance to its cloud products without prior notice. In the event ServiceSource performs emergency maintenance, it will use commercially reasonable efforts to minimize disruption to customers' users. Emergency outages are included in unplanned outages.

  • Uptime
    Other than unavailability caused by Scheduled Maintenance or by Force Majeure Events, ServiceSource will use commercially reasonable efforts to make its cloud products available 24 hours per day, 365 days per year, with a targeted uptime of 99.5% availability. *Some customers have different uptime expectations and should consult their respective ServiceSource Account representatives for details on their independently-negotiated contracts.

  • Third-Party Contractors
    ServiceSource may retain third party contractors to provide facilities, equipment, and/or services for which ServiceSource is responsible, provided that ServiceSource will be solely responsible to customers for such contractors' performance and their compliance with any applicable provisions of our agreements with customers, including but not limited to confidentiality provisions.

  • Shut-Down Upon Termination
    In the event of any termination or expiration of a customer agreement, the customer's access to ServiceSource cloud application(s) will terminate immediately.

  • Compliance
    ServiceSource will maintain compliance with industry-accepted framework ISO 27002 and SSAE 16 SOC 2.Some customers have negotiated terms and conditions unique to their agreement and should consult their respective ServiceSource Account representatives for further details.

“Terms and Conditions may vary with individually-negotiated agreements. Please consult with your ServiceSource account manager for details