Product Overview: Success Plans for Kitchen Bathroom and Furniture - KBFr (Europe, Middle East, Africa “EMEA” and Asia Pacific “APAC”)
(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.
1.1.3 Provide the Customer with valuable knowledge into their product set, bringing actionable insight on strategic planning.
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 the service Agreement, with an efficient set of in-house experts, to achieve the following business outcomes:
1.3.1 Faster Time to Value.
1.3.2 Enhanced partnership with Cyncly.
1.3.3 Lower cost of ownership.
1.3.4 Increased technology adoption.
1.3.5 Improved productivity.
2. MARKET AND GEOGRAPHICAL REGION
2.1 This Success Plan Service Package is designed to be bundled with the KBF market in Europe, Middle East, Africa “EMEA” and Asia Pacific “APAC”.
3. PRODUCT DESCRIPTION
3.1 This Success Plans Service Package applies to the following Products as identified in the applicable Order Form:
| Code | Product |
|---|---|
| W-WF-OPT-SSUBSUP-004 | Experience Services - Winner Flex - Elite + Training Edition |
| WBI-OPT-SSUBSUP-004 | Experience Services - Winner Bizz - Elite + Training Edition |
| FS-FD-OPT-SSUBSUP-4441 | FurniData Success Plan |
| VW-OPT-SSUBSUP-001 | Experience Services - Virtual Worlds - Premium Edition |
| VW-OPT-SSUBSUP-002 | Experience Services - Virtual Worlds - Elite Edition |
| VW-OPT-SSUBSUP-003 | Experience Services - Virtual Worlds - Enterprise Edition |
| VW-OPT-SSUBSUP-2007 | Virtual Worlds Success Plan |
| VW-OPT-SSUBSUP-004 | Experience Services - Virtual Worlds - Elite + Training Edition |
| IP-OPT-SSUBSUP-999 | Innoplus Success Plan |
| IP-OPT-SSUBSUP-001 | Experience Services - Innoplus- Premium Edition |
| WBI-OPT-SSUBSUP-999 | Winner Bizz Success Plan |
| EQ-OPT-SSUBSUP-001 | Experience Services - EQ - Premium Edition |
| EQ-OPT-SSUBSUP-002 | Experience Services - EQ - Elite Edition |
| EQ-OPT-SSUBSUP-003 | Experience Services - EQ - Enterprise Edition |
| EQ-EQF-OPT-SSUBSUP-001 | Experience Services - EQ Flex- Premium Edition |
| EQ-EQF-OPT-SSUBSUP-002 | Experience Services - EQ Flex - Elite Edition |
| EQ-EQF-OPT-SSUBSUP-003 | Experience Services - EQ Flex - Enterprise Edition |
| IP-OPT-SSUBSUP-8014 | Innoplus Success Plan - Special Wholesaler Bundle |
| EQ-OPT-SSUBSUP-004 | Experience Services - EQ - Elite + Training Edition |
| EQ-EQF-OPT-SSUBSUP-004 | Experience Services - EQ Flex - Elite + Training Edition |
| W-WF-OPT-SSUBSUP-002 | Experience Services - Winner Flex - Elite Edition |
| W-WF-OPT-SSUBSUP-003 | Experience Services - Winner Flex - Enterprise Edition |
| W-WF-OPT-SSUBSUP-001 | Experience Services - Winner Flex - Premium Edition |
| WBI-OPT-SSUBSUP-002 | Experience Services - Winner Bizz - Elite Edition |
| WBI-OPT-SSUBSUP-003 | Experience Services - Winner Bizz - Enterprise Edition |
| WBI-OPT-SSUBSUP-001 | Experience Services - Winner Bizz - Premium Edition |
| W-WF-OPT-SSUBSUP-999 | Winner Flex Success Plan |
| W-WD-OPT-SSUBSUP-004 | Experience Services - Winner Design - Elite Edition |
| W-WD-OPT-SSUBSUP-005 | Experience Services - Winner Design - Enterprise Edition |
| IS-SF-OPT-SSUBSUP-001 | Spaces Flex Premium Success Plan |
| IS-OPT-SSUBSUP-001 | Ideal Spaces Experience Services Subscription |
| IS-OPT-SSUBSUP-004 | Ideal Spaces Success Plan Subscription |
| IS-SF-OPT-SSUBSUP-002 | Spaces Flex Elite Success Plan |
| IS-SF-OPT-SSUBSUP-003 | Spaces Flex Enterprise Success Plan |
| IS-OPT-SSUBSUP-002 | 2020 Ideal Spaces Elite Success Plan |
| IS-OPT-SSUBSUP-003 | 2020 Ideal Spaces Enterprise Success Plan |
| FUS-OPT-SSUBSUP-002 | Fusion Live Enterprise Success Plan Subscription |
4. CONTRACT TYPE
The Success Plan Service Package is offered on a Subscription basis in conjunction with the Products acquired by the Customer. It may be purchased on the same Order Form as the applicable Product or through a separate Order Form.
5. COMMERCIAL/BUSINESS MODEL AND ACCESS RIGHTS
The terms of training credits, discounts, and Success Plans are as follows:
5.1 Success Plans
5.1.1 Elite Success Plan Service Package
5.1.1.1 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 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.
5.1.1.1.1 Define the necessary technical prerequisite requirements to deploy the licensed software, if not being handled by an assigned Cyncly Project Manager (product-dependent).
5.1.1.1.2 Identification of required or desired Training offerings.
5.1.1.1.3 Sharing of Cyncly and Product news, insights, and latest feature overviews and updates.
5.1.1.2 Reviews. Review will be conducted as required by the CSM and the defined Customer Program Manager. These reviews shall be conducted virtually, using web-based collaboration tools, and will address any concerns identified by the CSM or the Program Manager and be specifically focused on Customer’s opportunities and goals.
5.1.1.3 Elite Success Plan - E-Learning and Training: Access to Cyncly’s E-Learning platform is part of the Elite Success Plan Service Package. This helps new users ramp up quickly on the system and upskills existing users. Customers with the Elite Success Plus Plan Service Package shall receive access to all E-Learning training available from Cyncly. These include:
5.1.1.3.1 Customers with active Elite Success Plans receive a 15% discount on paid training.
5.1.1.3.2 E-Learning and self-paced modules available on the Cyncly online training platform.
5.1.1.3.3 Access to E-Learning Platform.
5.1.1.4 Elite + Training Success Plan
5.1.1.4.1 Elite + Training Success Plan “Elite Success + Training” Plans receive a 45-credit training pass (1 public training session) per contract year.
5.1.1.4.2 All above Elite Succes Plan offerings are included.
5.1.1.5 Elite Success Plan - Cancellation or Downgrade In the event that the Customer Success Plan is downgraded or cancelled for any reason, the Customer’s access to the Cyncly E-Learning platform will be immediately terminated. Continued use of the E-Learning platform is strictly contingent upon the maintenance of an active Success Plan Service Package.
5.1.2 Enterprise Success Plan Agreement
5.1.2.1 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 (“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.
5.1.2.2 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.
5.1.2.3 Product Support Specialist. A Product Support Specialist team (“PSS”) will be assigned to the Customer’s account to provide coordination and assistance for technical Product Support cases pertaining to Cyncly’s solutions. The PSS will strive to understand Customer’s systems and solutions in place, keep track of open technical issues, and drive resolution and execution of work on Cyncly Product cases in partnership with the assigned CSM and TAM.
5.1.2.3.1 Access to a PSS priority phone line is also included with Enterprise Success Plans.
5.1.2.4 Success Plan. Cyncly shall develop and roll out an update plan (“Mutual Success Plan”) for the Software and content with the Customer’s collaboration. The Mutual Success Plan will specify what Services that Cyncly will provide on an annual basis during the term of the Mutual Success Plan and identify areas where Customer shall have primary responsibility. Areas of consideration to be documented in the annual Mutual Success Plan may include:
5.1.2.4.1 Identification, prioritization and target timelines for business and technical objectives where Cyncly’s products or services will be of assistance.
5.1.2.4.2 Content Creation requirement gathering and providing timelines for delivery of content and updates.
5.1.2.4.3 Define the necessary technical prerequisite requirements to deploy the licensed software if not being handled by an assigned Project Manager.
5.1.2.4.4 Product Roadmap briefings and updates are included in the Mutual Success Plan and regular reviews (see 5.1.2.5).
5.1.2.5 Reviews. Reviews will be conducted on an as required basis by the CSM, Program Manager, and appropriate management personnel. Reviews will take place quarterly, at a minimum. 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 Mutual Success Plan may be adjusted and modified at these meetings.
5.1.2.6 Enterprise Success Plan - E-Learning and Training: Access to Cyncly’s E-Learning platform is part of the Enterprise Success Plan Service Package. This helps new users ramp up quickly on the system and upskills the existing users. Customers with the Elite Success Plus Plan Service Package shall receive access to all E-Learning training available from Cyncly. These include:
5.1.2.6.1 Customers with active Enterprise Success Plans receive a 20% discount on paid training.
5.1.2.6.2 E-Learning and self-paced modules available on the Cyncly online training platform.
5.1.2.6.3 Access to E-Learning Platform.
5.1.2.7 Enterprise Success Plan - Cancellation or Downgrade In the event that the Customer Success Plan is downgraded or cancelled for any reason, the Customer’s access to the Cyncly E-Learning platform will be immediately terminated. Continued use of the E-Learning platform is strictly contingent upon the maintenance of an active Success Plan Service Package.
6. SPECIAL TERMS - SUCCESS PLAN PROGRAM FOR KBF MARKET
6.1 Success Plan Program Fee – KBF
6.1.1 The Success Plan Program Fee for the KBF Market shall be calculated as a fixed percentage of the Customer’s Annual Recurring Revenue (“ARR”) associated with all Product(s) used by the Customer and identified in the applicable Order Form(s). For purposes of this Agreement, ARR shall mean the total annualized recurring Subscription Fees payable by the Customer to Cyncly for the use of all Product(s) for which the Customer holds active License(s) or Subscription(s), exclusive of any One-Off Fees, Implementation Fees, or Professional Services Fees. The applicable percentages are as follows:
6.1.1.1 EMEA Elite Success Plan: 15% of ARR/license cost.
6.1.1.2 EMEA Elite + Training Success Plan: 25% of ARR/license cost.
6.1.1.3 EMEA Enterprise Success Plan: 20% of ARR/license cost.
6.2 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.
6.3 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.
7. SUPPORT AND SERVICE LEVEL AGREEMENT
7.1 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:
7.1.1 KBF Support Services
|
“Supported Hours” Means: |
Elite – EMEA:* Live Chat: M-F: 09:00 - 17:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Email: M-F: 09:00 - 17:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Saturday: 09:00 – 17:00 (GMT); English-support guaranteed Telephone: M-F: 09:00 - 17:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Saturday (callback support): 09:00 – 17:00 (GMT); English-support guaranteed Elite – EMEA (including +Elite Training):* Live Chat: M-F: 09:00 - 17:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Email: M-F: 09:00 - 17:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Saturday: 09:00 – 17:00 (GMT); English-support guaranteed Telephone: M-F: 09:00 - 20:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Saturday (callback support): 09:00 – 17:00 (GMT); English-support guaranteed Enterprise – EMEA:* Live Chat: M-F: 09:00 - 17:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Email*: M-F: 09:00 - 17:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Saturday: 09:00 – 17:00 (GMT); English-support guaranteed Telephone (via priority support line): M-F: 09:00 - 20:00 (GMT); English-support guaranteed: 17:00-20:00 (GMT) Saturday (call-back support): 09:00 – 17:00; English-support guaranteed |
* Full omnichannel support not available for all products.
* All Support excludes bank holidays.
7.1.2 Support Additional Terms:
7.1.2.1 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.
7.1.2.2 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.
7.2 Service Level Agreement Terms
7.2.1 Success Plan Agreement
| Severity | Definition | Target First Response Time | Follow-up Communication |
|---|---|---|---|
| P1 |
|
Within 1 Supported Hour | Review live ticket update in Customer portal |
| P2 |
|
Within 4 Supported Hours | Review live ticket update in Customer portal |
| P3 |
|
Within 8 Supported Hours | Review live ticket update in Customer portal |
| P4 |
|
Within 24 Supported Hours | Review live ticket update in Customer portal |