Product Overview: Success Plans for Windows, Doors and Glass (WDG)

(Service package)

 

1.   FUNCTIONAL OVERVIEW AND KEY PROPERTIES

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.

1.2  Providing continuous Software Maintenance and technical support to assure the Software remains secure and “state of the art” and prevents any obstacles during the entire lifecycle stages of Customers’ Software.

1.3  Cyncly’s Success Plans provide resources that are available during hours of operation or otherwise stated in your service agreement, with an efficient set of in-house experts, to achieve the following business outcomes:

1.3.1   Lower cost of ownership

1.3.2   Increased technology adoption

1.3.3   Enhanced partnership with Cyncly

1.3.4   Improved productivity

1.3.5   Faster time to value

2.  MARKETING AND GEOGRAPHICAL REGION

The Success Plan Service Package is designed to be bundled with the Windows, Doors and Glass markets.

3.   CONTRACT TYPE

The Success Plan Service Package is available on a Subscription basis and can be offered in conjunction with the Product identified on the Order Form (Desktop (On-Premise) or SaaS product).

4.  COMMERCIAL/BUSINESS MODEL AND ACCESS RIGHTS

4.1   Elite Success Plan Service Package

4.1.1   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 the 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.

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

4.1.2.1   Identification, prioritization and set target timelines for business and technical objectives where Cyncly’s Products or Services will be of assistance

4.1.2.2   Content Creation requirement gathering and providing timelines for delivery of Content and Updates

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

4.1.2.4   Identification and scheduling of required trainings

4.1.3   Elite Success Plan Service Package shall include a proposed schedule, recommendations on training for personnel and end users, best practices, and other recommendations for the operation of the Product, based on the Customer’s business objectives and available resources.

4.1.4   Reviews. Reviews will be conducted on an as required 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.

4.2   Enterprise Success Plan Service Package

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 the 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 with the Customer’s collaboration. The Success Plan will specify what Services that Cyncly will provide on an annual basis during the Term of the Success plan and identify areas where 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   Enterprise Success Plan Service Package shall include a proposed schedule, recommendations on training for personnel and end users, best practices, and other recommendations for the operation of the Product, based on the Customer’s business objectives and available resources.

4.2.5   Reviews. Reviews will be conducted on an as required 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.

5.   SPECIAL TERMS – SUCCESS PLAN PROGRAM FOR WDG MARKET

5.1   Success Plan Program Fee

5.1.1   The Success Plan Program Fee for the WDG market shall be calculated as a fixed percentage of the Customer’s Annual Recurring Revenue (ARR) associated with the underlying Product as identified in the applicable Order Form (s). The applicable percentages are as follows:

5.1.1.1   Elite Success Plan: 15% of ARR

5.1.1.2   Enterprise Success Plan: 20% of ARR

5.2   The Success Plan Program Fee shall automatically adjust in accordance with any changes to the underlying Customer ARR, including but not limited to program uplifts, annual indexation, or other price adjustments, to maintain a consistent percentage relationship between the Success Plan Program Fee and the underlying Customer ARR.

5.3   Unless stated otherwise in the Order Form, the Success Plan Service Package shall automatically renew for successive terms equal in length to the Initial Term (as specified in the Order Form), unless either Party provides written notice of non-renewal at least ninety (90) Days prior to the expiration of the then-current Term.

6.   SUPPORT LEVEL AGREEMENT

6.1   Support Hours for Customers enrolled in Success Plans shall be provided in accordance with the levels and entitlements specified in the applicable Agreement, as set forth below:

6.1.1   WDG Support Services

6.1.2   Additional terms:

6.1.2.1   During the Supported Hours, Cyncly shall provide support for the 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.

6.1.2.2   Once an Incident is reported to Cyncly during the Support Hours, the 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.

6.2   SERVICE LEVEL AGREEMENT / TERMS

6.2.1   Elite Success Plan Agreement

6.2.2   Enterprise Success Plan Agreement