Customer Success - zapAnalytics

Description of Customer Success

1. Service period

The service period defines the timeframe during which services of Continuous Customer Success can be utilized. If the offer includes a restriction on the service period, this restriction applies to the specified timeframe. The service period mandatorily includes the onboarding period as well as the project period.

1.1 Onboarding Period: The onboarding period is defined as the timeframe between the service start date and the beginning of the first productive data extraction or data processing. If the onboarding period is intended to start before contract signing, the service start date will be adjusted at contract signing to the actual service start date. The actual pre-contractual service start date begins as soon as at least one of the following services is utilized: stakeholder onboarding, technical setup support, or confidentiality and AV. These services must go beyond self-service. The project period remains constant, so the service end date will also be adjusted (Adjusted End Date).

1.2 Project Period: The project period is defined as the timeframe between the beginning of the first productive data extraction and project completion.

1.3 Project Completion: Project completion is the last day of the month in which the closing meeting with zapliance and at least the customer's central project contact person takes place.

1.4 Closing Meeting: The closing meeting is the final meeting of the customer project. In addition to a retrospective and a preview, all outstanding liabilities are clarified finally in the closing meeting at the latest, so that any necessary final invoice can still be issued within the service period.

1.5 The service end date corresponds at least to the project completion, i.e., the project completion occurs temporally before the service end date. A postponement of the project completion extends the agreed service period by a chargeable (Additional Period) timeframe until project completion.

1.6 Remuneration for an Additional Period: The remuneration for an additional period describes the fixed cost rate per started month for the extension of Customer Success services between the earlier contractually agreed end date or an adjusted end date and the actual date of project completion.

2. Service Hours

The service hours regulate the daily period in which the customer can use Customer Success services. If the acquired Customer Success Plan or the offer includes a limitation on service hours, this restriction applies for the specified time. Saturdays, Sundays, and public holidays at the company's headquarters are excluded from service hours.

If the customer wishes to utilize Customer Success Services outside of service hours, these will be billed separately according to the conditions of the additional Customer Success services.

3. Language

If the acquired Customer Success Plan or offer includes a language limitation, this restriction applies to all Customer Success Services. Should the customer wish to use additional languages, these will be billed separately according to the conditions of the additional Customer Success services.

4. Response Time

The response time refers to the period between reporting an issue or request by the customer and the first feedback from Customer Success to begin addressing the concern. The response time only applies to the agreed communication channels and is only valid within the defined service hours and period. If the acquired Customer Success Plan or the offer includes a response time restriction, this constraint serves as a guideline for all Customer Success services.

5. Personal Customer Success Specialist

If the acquired Customer Success Plan or the offer includes a personal Customer Success Specialist, you will receive your dedicated Customer Success staff member, available during the agreed service period and within service hours as a central contact person. We strive to have the same Customer Success Specialist available to you throughout the entire service period. We reserve the right to replace the Customer Success Specialist at our discretion.

6. Communication Channels

The communication channels define the optional Customer Success contact options for the customer. If the acquired Customer Success Plan or offer includes one of the following communication channel restrictions, this limitation applies to all Customer Success services:

• Email: Includes communication over the mailbox: support@zapliance.com and opening support requests in our Knowledge Base. Excluded from this restriction are explicitly offered or agreed meetings or workshops.
• Online-Meeting: Includes Email and also:
  • Individual Email of the Customer Success Specialist.
  • Arrangement of online meetings, e.g., via Microsoft Teams. The agreed response time applies as the minimum lead time for arranging online meetings.
  • Reachability by phone
  • Calendar link of the Customer Success Specialist for booking appointments,
  • Individual Microsoft Teams chat with the Customer Success Specialist.

• Phone and Chat: Includes Online-Meeting and additionally: 
  • Accessibility via phone.
  • Booking appointments through the Customer Success Specialist's calendar link.
  • Individual Microsoft Teams chat with the Customer Success Specialist.

7. AI-Support

AI support means that online meetings and workshops are automatically transcribed and summarized by our AI assistant. The data is processed by a service provider on servers in Europe. If the acquired Customer Success Plan or offer includes one of the following AI support restrictions, this limitation applies to all Customer Success services:

• Inclusive: Subject to the data security interests of the customer or the individual interests of the participants of the customer, the customer agrees to AI support. If at least one participant of the customer does not wish for AI support in a meeting, the AI support will be stopped by us. For each commenced meeting hour, we will charge the additional effort incurred at a Customer Success hourly rate.

8. Updates

Our software is continuously developed. During the service period, all product updates and upgrades are provided. The installation of updates is not included. If the customer requires support for installing updates, this support will be invoiced separately at the Customer Success hourly rate.

9. Self-Service

Self-service means that Customer Success support is provided exclusively in electronic form, e.g., through Knowledge Base articles or via pdf or email. Customer-specific elaboration and responses are not part of self-service.

10. Technical Setup Support

Technical setup support means that Customer Success assists with the initial installation and updates of zapAnalytics. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:

• Self-Service: See self-service.
• Standard Setup: The standard setup is described in our Knowledge Base for each of our zapAnalytics solutions. Customer Success supports and guides all necessary steps to achieve the standard setup. If the customer requires further support, e.g., for individual cloud integrations, these are to be billed separately at the Customer Success hourly rate.
• Individual: Customer Success supports and guides all necessary steps to achieve the zapAnalytics setup tailored to the customer, supported by zapliance.

11. Stakeholder Onboarding

Stakeholder Onboarding assists with onboarding the necessary stakeholders. This includes SAP administrators, network administrators, IT infrastructure administrators, IT security, ESG, or compliance staff, data protection officers, or works councils. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:

• Self-Service: See self-service.
• X-20-min Meetings: Customer Success supports a maximum in the number of online meetings defined by x during stakeholder onboarding. Additional support in extra online meetings, or the requirement to fill out customer-specific questionnaires (or forms on web platforms) will be billed separately at the Customer Success hourly rate.
• Individual: Customer Success supports necessary stakeholder onboarding online meetings as well as the required customer-specific questionnaires.

12. Confidentiality and Data Processing

Depending on the customer-specific service, the necessity of a confidentiality agreement (NDA) or a data processing agreement (DA) may arise. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:

• zapliance Standard: Based on zapliance standard documents, customer-specific adjustments that do not exceed one zapliance working hour including coordination and adjustment are part of the contractual agreements. Should the customer need further adjustments, these are to be charged separately at the zapliance Partner hourly rate.
• Individual: NDA and DA are agreed upon individually with no additional cost.

13. zapliance Access to Customer Systems

Depending on the customer-specific service, it may be necessary that zapliance team members gain access to customer systems. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:

• Additional: The setup, support of access, as well as the access by zapliance team members will be billed at the zapliance Professional hourly rate.
• Individual: The setup, support of accesses, as well as the access by zapliance team members, are part of the agreement.

14. Fast-Track Onboarding

Depending on the customer-specific service, it may be necessary to carry out the onboarding under time constraints. If the acquired Customer Success Plan or offer includes a time constraint, this constraint applies as the minimum onboarding period within the service period. Should the customer have the requirement to complete the onboarding in a shorter time with the help of Customer Success, zapliance charges 4 zapliance Customer Success hourly rates for each planned week by which the minimum onboarding period is accelerated.

15. Kick-Off Meeting

The kickoff meeting takes place after the conclusion of the contract and at the beginning of the onboarding period. The aim of the kick-off meeting is to coordinate the project process including status meetings, the project details including the analysis scope, as well as roles and responsibilities in the project. Customer Success prepares a summary and provides this summary to all participants. If the acquired Customer Success Plan or the offer includes a restriction for the number or duration of the kick-off meeting, this restriction applies. Additional kick-off meetings are billed at double the Customer Success hourly rate per meeting.

16. Status Meeting

Status meetings serve regular coordination during the project course. They provide an overview of the current progress, clarify open points, and identify potential challenges. Furthermore, the next steps are defined to ensure a smooth process. If the acquired Customer Success Plan or offer includes a restriction for the number or duration of status meetings, this restriction applies as the maximum frequency or length of the meeting. Additional status meetings are billed at the simple Customer Success hourly rate per meeting.

17. zapAnalytics Training

The zapAnalytics training empowers zapAnalytics users to independently use the features required for the acquired use case with zapAnalytics and PowerBI Desktop. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:

• Self-Service: See self-service.
• Standard Setup: The standard setup is described in our Knowledge Base for each of our zapAnalytics solutions. Customer Success supports and trains a key-user for all necessary steps to achieve the standard setup. Should the customer require further training, e.g., for individual cloud integrations, or own databases, these are to be billed separately at the Customer Success hourly rate.
• Individual: Customer Success trains all necessary steps to achieve the zapAnalytics setup tailored to the customer, supported by zapliance.

Current Customer Service Hourly Rates

The following hourly rates apply per commenced hour:

Customer Success: €150,-.

zapliance Professional: €250,-.

zapliance Manager: €350,-.

zapliance Partner: €500,-.