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Customer Success Service Description

Overview of the included Customer Success services and service scope for the Basic, Professional, and Enterprise packages.

Effective as of September 1, 2026

Customer Success helps customers successfully onboard, adopt, operate, and continuously improve their use of zapliance solutions. Depending on the subscribed service package, services may include advanced onboarding support, stakeholder coordination, support management, operational guidance, and continuous improvement activities. The specific scope of services included in each package is described below.

    Customer Success Services

    The services described represent the general scope of zapliance Customer Success Services. Depending on the product in use, the agreed operating model (One-Off or Continuous), as well as the applicable technical and organizational requirements, individual services may be provided differently. Unless otherwise stated, the described services refer to the respective contractually agreed scope of services. 

    Customer Success - General Services

    Category Feature Basic Professional Enterprise
    Customer Care General Support by the Customer Success Team¹ ✅ ✅ ✅
    Stakeholder Management & Escalation Coordination² ❌ Additional Service ✅
    Service Levels Response Time for Qualified Initial Response³ 3 Business Days 2 Business Days 1 Business Day
    Communication Standard Communication Channels⁴ ✅ ✅ ✅
    Individual Communication Channels⁵ ❌ ❌ ✅
    Customer Portal Access to the Customer Portal⁶ ❌ ✅ ✅
    Ticket Status Tracking⁷ ❌ ✅ ✅
    Feature Request Tracking⁸ ❌ ✅ ✅
    Meeting Documentation AI-Assisted Meeting Documentation & Summary⁹ ✅ ✅ ✅
    Meeting Documentation Repository¹⁰ ❌ ✅ ✅
    Knowledge Management Knowledge Base & Learning Content¹¹ ✅ ✅ ✅

    Incident & Support

    Category Feature Basic Professional Enterprise
    Incident Management Technical Incident & Support Management¹² ✅ ✅ ✅
    Incident Communication Proactive Incident Communication¹³ ❌ ❌ ✅
    Issue Resolution Analysis & Resolution of Confirmed Product Defects¹⁴ ✅ ✅ ✅
    Prioritized Bug Assessment & Release Planning¹⁵ ❌ ✅ ✅
    Accelerated Escalation of Critical Product Defects¹⁶ ❌ ❌ ✅

    zapHome - Onboarding & Extensions

    Category Feature Basic Professional Enterprise
    Onboarding IT Administrator Onboarding¹⁷ ✅ ✅ ✅
    SAP Administrator Onboarding¹⁸ ✅ ✅ ✅
    Azure Administrator Onboarding¹⁹ ✅ ✅ ✅
    Linux Administrator Onboarding²⁰ ✅ ✅ ✅
    Kubernetes Administrator Onboarding²¹ ❌ ✅ ✅
    Customer-Specific Onboarding Sessions²² ❌ Additional Service ✅
    Integration Third-Party System Integration²³ ❌ Additional Service Additional Service
    Key Vault Setup²⁴ ❌ Additional Service ✅

    zapHome - Operations & Continuous Improvement

    Category Feature Basic Professional Enterprise
    Platform Operations Support for Additional Instances²⁵ ❌ Additional Service Additional Service
    Security & Maintenance Security Updates²⁶ ✅ ✅ ✅
    Software Releases²⁷ ✅ ✅ ✅
    Release Management Release Announcement in the Knowledge Base²⁸ ✅ ✅ ✅
    General Release Notification²⁹ ❌ ✅ ✅
    Individual Release Notification³⁰ ❌ ❌ ✅
    Advanced Technical Support Level 2 Support by Customer Success Engineers³¹ ❌ ✅ ✅
    Non-Standard Architecture Support³² ❌ ❌ ✅

    Content Bundle - Onboarding & Adoption

    Category Feature Basic Professional Enterprise
    Onboarding Enablement Agent Enablement³³ ✅ ✅ ✅
    Dashboard Enablement³⁴ ✅ ✅ ✅
    Customer Success Management Regular Service & Status Meetings³⁵ ❌ ✅ ✅
    Project Guidance³⁶ ❌ ✅ ✅
    Operational Coordination Support³⁷ Additional Service Additional Service ✅
    Strategic Collaboration Strategic Success Planning & Lessons Learned³⁸ ❌ ❌ ✅

    Content Bundle - Content Bundles & Solutions

    Category Feature Basic Professional Enterprise
    Content Bundles & Solutions Standard Content Bundle Delivery³⁹ 3 Weeks 2 Weeks 1 Week
    Standard Content Bundle Adjustments⁴⁰ ❌ With Prior Notice (min. 2 Months) With Prior Notice (min. 1 Month)
    Standard Control Set Adjustments⁴¹ ❌ With Prior Notice (min. 2 Months) With Prior Notice (min. 1 Month)
    Connectivity & Scope Validation⁴² ✅ ✅ ✅
    MCP Server Enablement Support⁴³ ❌ ✅ ✅
    REST API Enablement Support⁴⁴ ❌ ❌ ✅
    Custom Content Bundle Adjustments⁴⁵ ❌ Additional Service With Prior Notice (min. 1 Month)
    Custom Control Set Adjustments⁴⁶ ❌ Additional Service With Prior Notice (min. 1 Month)
    Custom Wilma Tool Bundle Adjustments⁴⁷ ❌ Additional Service With Prior Notice (min. 1 Month)

    Feature Descriptions

    ¹ General Support by the Customer Success Team

    zapliance provides the customer with a central point of contact within the Customer Success Team for product-related, organizational, and support-related matters. The designated contact receives requests, coordinates their internal assignment, and ensures the involvement of the responsible departments. zapliance is entitled to replace the designated contact for organizational or personnel-related reasons. Individual consulting, development, project management, or operational activities are not part of this service.

    ² Stakeholder Management & Escalation Coordination

    • One-Off

    This service includes coordination between relevant specialist, management, and decision-making stakeholders on both the customer and zapliance sides, as well as the coordination of organizational escalations and stalled decision-making processes. If required, additional decision-makers or management representatives may be involved to accelerate alignment activities or remove organizational obstacles. This service does not include the assumption of project responsibility, project management, or decision-making authority.

    • Continuous

    This service includes ongoing coordination between relevant specialist, management, and decision-making stakeholders on both the customer and zapliance sides, as well as the coordination of recurring escalations and strategically relevant alignment activities related to ongoing continuous monitoring scenarios. If required, additional decision-makers or management representatives may be involved to accelerate alignment activities or remove organizational obstacles. This service does not include the assumption of project responsibility, project management, or decision-making authority.

    ³ Response Time for Qualified Initial Response

    Provision of an initial qualified response within the response time defined for the subscribed service package. A qualified initial response includes confirmation of receipt of the request, an initial technical assessment of the matter, and, where applicable, the initiation of further processing steps. The response time begins on the business day following receipt of the request. Compliance with the response time does not constitute a commitment to a specific resolution time, defect correction, or final processing within a defined period.

    ⁴ Standard Communication Channels

    Provision of email, telephone, and Microsoft Teams communication options for handling product-related support, service, and coordination matters. These communication channels may be used for the submission and processing of requests, as well as for clarifying more complex matters or jointly discussing open topics.

    ⁵ Individual Communication Channels

    Upon mutual agreement, zapliance may additionally use customer-specified communication and collaboration platforms for cooperation. This may include participation in customer-specific Slack workspaces, Microsoft Teams environments, or comparable platforms. The provision, administration, maintenance, or technical support of customer-owned collaboration platforms is not part of this service.

    ⁶ Access to the Customer Portal

    Provision of personal access to the Customer Portal. Depending on the available functionality, the Customer Portal enables access to support requests, documentation, status information, and other provided content. If access to the Customer Portal is not included in the subscribed service package, support requests may be submitted through the provided standard communication channels.

    ⁷ Ticket Status Tracking

    Provision of information regarding the current processing status of submitted support requests through the Customer Portal. The status information serves the purpose of transparent tracking of support cases and does not constitute a commitment regarding a specific processing or resolution date.

    ⁸ Feature Request Tracking

    Ability to submit and track product ideas, enhancement proposals, and feature requests through the Customer Portal. The recording, evaluation, or prioritization of a feature request does not create any entitlement to implementation or delivery within a specific timeframe.

    ⁹ AI-Assisted Meeting Documentation & Summary

    Creation of structured meeting documentation and summaries of key discussion topics, decisions, risks, open items, and agreed actions to support the follow-up of joint meetings. AI-supported tools may be used to assist in providing this service.

    ¹⁰ Meeting Documentation Repository

    Provision of a central repository for meeting documentation, meeting summaries, decisions, action items, and other jointly provided project and service-related documentation. The repository supports transparent tracking of joint activities and enables access to relevant information beyond individual meetings. Provision is preferably made through a customer-specific area within the EMLEN Portal. If the use of the EMLEN Portal is not desired or not feasible, documentation may alternatively be provided through a shared file exchange location.

    ¹¹ Knowledge Base & Learning Content

    Provision of digital knowledge and learning content related to the deployed zapliance solutions. Content may include documentation, user guides, video tutorials, best practices, FAQ content, and other usage-related materials. The provided content is intended to provide general support for the use of the solutions and does not replace customer-specific advisory, training, or consulting services.

    ¹² Technical Incident & Support Management

    • One-Off

    Coordination and support of technical support and incident cases, including alignment with responsible departments and follow-up of agreed actions until closure. Defects and support incidents are assessed based on their impact on the contractual use of the provided zapliance solutions and, where necessary, prioritized according to their criticality. Classification is performed by zapliance based on the available information, technical impact, and available workarounds.

    • Continuous

    Coordination and support of technical support and incident cases related to recurring processing runs, content bundle deliveries, and ongoing monitoring scenarios. Defects and support incidents are assessed based on their impact on the contractual use of the provided zapliance solutions and, where necessary, prioritized according to their criticality. Classification is performed by zapliance based on the available information, technical impact, and available workarounds.

    ¹³ Proactive Incident Communication

    Active communication to designated contacts regarding processing status, known impacts, planned actions, and significant developments during critical incident or support situations. This service does not include guaranteed communication intervals or continuous real-time reporting.

    ¹⁴ Analysis & Resolution of Confirmed Product Defects

    Analysis of reported and confirmed product defects and coordination and implementation of appropriate corrective actions. Delivery of a defect correction will be carried out taking into account technical complexity, potential impacts, and available workarounds as part of an appropriate product release or another technical measure at the discretion of zapliance.

    ¹⁵ Prioritized Bug Assessment & Release Planning

    • One-Off

    Confirmed product defects are evaluated as part of release and implementation planning, taking into account their impact on the use of the provided zapliance solutions, and are prioritized accordingly in comparison to similar defects.

    • Continuous

    Confirmed product defects are evaluated and prioritized within release and implementation planning, taking into account their impact on ongoing data processing, existing control sets, deployed content bundles, and future processing runs. Agreed delivery cycles and potential impacts on continuous monitoring are considered.

    ¹⁶ Accelerated Escalation of Critical Product Defects

    • One-Off

    For confirmed product defects with significant impact on the contractual use of the provided zapliance solutions, Customer Success and Development will conduct prioritized coordination to assess possible acceleration measures, release priorities, and deployment options.

    • Continuous

    For confirmed product defects with significant impact on ongoing processing runs or agreed continuous monitoring scenarios, Customer Success and Development will conduct prioritized coordination to assess possible acceleration measures, release priorities, and deployment options. Potential impacts on future data processing and contractually agreed processing cycles may be considered.

    ¹⁷ IT Administrator Onboarding

    Conducting structured alignment sessions with responsible IT contacts to communicate technical prerequisites, installation requirements, and recommended operating models for zapHome. The implementation of customer-side infrastructure measures remains the customer's responsibility.

    ¹⁸ SAP Administrator Onboarding

    Alignment of technical requirements, authorizations, interfaces, and SAP-specific prerequisites for the use of zapHome. The setup of customer-side SAP systems and authorizations remains the responsibility of the customer.

    ¹⁹ Azure Administrator Onboarding

    Support in identifying and aligning Azure-specific prerequisites for the installation and operation of zapHome. Provisioning, configuration, and administration of the Azure environment remain the responsibility of the customer.

    ²⁰ Linux Administrator Onboarding

    Communication of technical requirements and recommended procedures for the installation, configuration, and operation of zapHome on Linux systems. Installation and administration of the target systems are performed by the customer.

    ²¹ Kubernetes Administrator Onboarding

    Support in planning and technically coordinating the deployment of zapHome within Kubernetes environments. Operation, administration, and maintenance of the Kubernetes platform are not part of this service.

    ²² Customer-Specific Onboarding Sessions

    Additional alignment and onboarding sessions addressing customer-specific requirements, questions, or special technical circumstances beyond the standard onboarding process. Examples may include Kubernetes environments, specific security requirements, complex network architectures, or non-standard scenarios. Delivery of this service may require the involvement of a Customer Success Engineer. The implementation of resulting custom requirements may incur additional effort.

    ²³ Third-Party System Integration

    Support in the technical alignment of standardized integration scenarios between zapHome and customer-operated third-party systems. The service includes discussions regarding technical prerequisites, available interfaces, and recommended integration approaches. Analysis, design, implementation, development, or maintenance of customer-specific integrations are not included in this service and may be agreed separately as a project engagement.

    ²⁴ Key Vault Setup

    Support in configuring and using an Azure Key Vault for the secure management of certificates and credentials in connection with the operation of zapHome. Provisioning, administration, and permission management of the underlying Azure environment remain the responsibility of the customer.

    ²⁵ Support for Additional Instances

    Extension of the agreed Customer Success, support, and maintenance services to additional test, development, or production environments. Scope, response times, and service limitations correspond to the respective contractual agreement.

    ²⁶ Security Updates

    Provision of security-related updates for the zapHome software and components provided by zapliance in accordance with the product roadmap and release planning. Unless explicitly agreed otherwise, the service includes the provision of updates but does not include their technical installation, execution, or validation within customer-owned systems, platforms, or infrastructures. Responsibility for the security of the customer environment remains with the customer.

    ²⁷ Software Releases

    Provision of regular software releases containing new features, improvements, security updates, and defect corrections in accordance with the product roadmap. The scope, content, and release schedule are determined by zapliance. Installation and deployment of the provided releases within customer-owned systems are not part of this service.

    ²⁸ Release Announcement in the Knowledge Base

    Publication of information regarding new features, product changes, defect corrections, and relevant release content through the provided Knowledge Base.

    ²⁹ General Release Notification

    Active notification to designated contacts regarding new product versions and significant changes to the zapHome platform. Communication is provided through the communication channels made available by zapliance, such as email, the Customer Portal, or release announcements within the Knowledge Base.

    ³⁰ Individual Release Notification

    Customer-specific communication of relevant product changes, including a general assessment of potential impacts on the agreed solution configuration. This may include, for example, information regarding changes to authorization requirements, integration interfaces, infrastructure prerequisites, or existing configurations. A detailed analysis of customer-specific processes or system landscapes is not part of this service.

    ³¹ Level 2 Support by Customer Success Engineers

    Support provided by technical specialists for the analysis of more complex issues, configuration scenarios, or technical challenges within the documented and recommended standard architectures of zapHome. This service does not include custom software development, architecture consulting, or customer-specific implementation projects.

    ³² Non-Standard Architecture Support

    Support for technical questions related to architectures that deviate from the documented reference or standard configurations of zapHome. The service includes professional alignment and evaluation of possible solution approaches. The design, implementation, validation, or operation of custom architectures is not part of this service.

    ³³ Agent Enablement

    Introduction to the use of the provided agent functionality, including operating concepts, search capabilities, and basic usage scenarios. The service does not include professional consulting or individual process optimization.

    ³⁴ Dashboard Enablement

    Introduction to the use of provided dashboards, including available metrics, standard filters, and navigation options.

    ³⁵ Regular Service & Status Meetings

    • One-Off

    For one-time projects or processing runs, regularly recurring service and status meetings are generally not required. Coordination is performed as needed in connection with the agreed scope of services.

    • Continuous

    Regular alignment meetings to discuss ongoing processing results, deliveries, adjustment requests, open items, risks, and planned actions within the scope of the Continuous collaboration. These meetings serve the coordination and continuous improvement of the agreed scope of services and do not constitute consulting services.

    ³⁶ Project Guidance

    • One-Off

    Within one-time projects, organizational coordination is generally limited to the execution of the agreed scope of services. Ongoing project guidance beyond this scope is not intended.

    • Continuous

    Organizational support for ongoing continuous monitoring scenarios through coordination of stakeholders, tracking of open items, scheduling activities, and support for recurring adjustment, delivery, and alignment processes. This service does not include the assumption of project responsibility or project management.

    ³⁷ Operational Coordination Support

    • One-Off

    Support for organizational alignment between the customer and zapliance within the agreed scope of services. The service includes tracking open items, coordinating relevant stakeholders, and supporting scheduling and alignment processes. The assumption of project responsibility or project management is not part of this service.

    • Continuous

    Support for the organizational coordination of ongoing continuous monitoring scenarios between the customer and zapliance. The service includes tracking open items, coordinating involved stakeholders, and supporting recurring alignment, adjustment, and delivery processes. The assumption of project responsibility or project management is not part of this service.

    ³⁸ Strategic Success Planning & Lessons Learned

    • One-Off

    This service is intended exclusively for long-term continuous monitoring scenarios. For one-time projects, there is generally no need for recurring strategic alignment, success reviews, or continuous optimization cycles.

    • Continuous

    Regular strategic alignment regarding the use of the provided zapliance solutions, agreed success objectives, usage metrics, priorities, and planned enhancements. The service additionally includes the joint evaluation of previous processing cycles, identified optimization opportunities, and future adjustment and expansion initiatives to continuously improve the collaboration and the provided solutions.

    ³⁹ Standard Content Bundle Delivery

    Provision of standardized Content Bundles in accordance with the defined service characteristics of the respective bundle. Delivery is performed within the delivery timeframe defined for the respective service package once all required prerequisites and information have been provided.

    ⁴⁰ Standard Content Bundle Adjustments

    • One-Off

    Adjustment of already defined components of existing Standard Content Bundles within the documented standard functionality. The service includes, in particular, the addition, removal, or modification of existing indicators and other bundle components approved by zapliance. Custom developments, new audit logic, customer-specific controls, or functional enhancements are not part of this service.

    • Continuous

    Adjustment of already defined components of existing Standard Content Bundles within the documented standard functionality. The service includes, in particular, the addition, removal, or modification of available indicators, control sets, and other bundle components approved by zapliance. In continuous monitoring scenarios, such adjustments may be considered for future processing cycles. Consideration of changes is subject to the contractually agreed change cycles and requires compliance with the advance notice periods defined for the respective service package.

    ⁴¹ Standard Control Set Adjustments

    • One-Off

    Not part of a One-Off model. Adjustments to existing control sets are typically only required in recurring processing runs and continuous monitoring scenarios.

    • Continuous

    Adjustment of existing standard control sets within the agreed monitoring scope for future processing cycles. The service includes functional alignment, validation, test deployment, and the transfer of agreed changes into production within the contractually defined change cycles.

    ⁴² Connectivity & Scope Validation

    • One-Off

    Support in reviewing technical prerequisites, required connections, and access requirements for the use of the respective Content Bundle. Implementation and provision of the required infrastructure, permissions, and system access remain the responsibility of the customer.

    • Continuous

    Support in the regular review of technical prerequisites, required connections, and access requirements as part of ongoing processing cycles and monitoring scope adjustments.

    ⁴³ MCP Server Enablement Support

    Support in analyzing, configuring, and diagnosing issues with MCP server connections in relation to the provided zapliance solutions. The service includes the analysis of provided connection information and error messages but does not include the operation or administration of customer-owned infrastructure.

    ⁴⁴ REST API Enablement Support

    Support in connecting customer-owned systems to REST APIs provided by zapliance. The service includes the provision of technical information and alignment of relevant integration parameters. Development, implementation, maintenance, or operation of customer-owned applications and integrations are not part of this service.

    ⁴⁵ Custom Content Bundle Adjustments

    • One-Off

    Coordination and alignment of customer-specific change requests related to custom Content Bundles between the customer, Customer Success, and Product Development. The service includes the collection and alignment of requested changes as well as the assessment of potential impacts on the agreed scope of services. Analysis, effort estimation, development, and implementation of changes are not part of this service.

    • Continuous

    Coordination and alignment of customer-specific change requests related to Content Bundles between the customer, Customer Success, and Product Development. The service additionally includes consideration of change requests with regard to existing continuous monitoring scenarios, future delivery cycles, and potential impacts on ongoing processing activities. Consideration of changes is subject to the agreed change cycles and compliance with the defined advance notice periods. Analysis, effort estimation, development, and implementation are not part of this service.

    ⁴⁶ Custom Control Set Adjustments

    • Continuous

    Coordination and alignment of customer-specific change requests related to custom control sets for continuous monitoring scenarios between the customer, Customer Success, and the responsible specialist departments. The service includes the collection, coordination, and planning of recurring change requests for future processing cycles. Consideration of changes is subject to the agreed change cycles and compliance with the defined advance notice periods. Analysis, effort estimation, development, and implementation are not part of this service. This service is exclusively intended for continuous monitoring scenarios.

    ⁴⁷ Custom Wilma Tool Bundle Adjustments

    • One-Off

    Coordination and alignment of customer-specific change requests related to agent functionality, MCP components, or Wilma extensions between the customer, Customer Success, and Product Development. The service includes the collection and coordination of requested changes as well as organizational support for the change process. Analysis, effort estimation, development, and implementation are provided exclusively under a separate contractual engagement.

    • Continuous

    Coordination and alignment of customer-specific change requests related to agent functionality, MCP components, or Wilma extensions within ongoing Continuous scenarios between the customer, Customer Success, and Product Development. The service includes alignment of requirements, priorities, and planned delivery dates for future change cycles. Consideration of changes is subject to compliance with the defined advance notice periods. Analysis, effort estimation, development, and implementation are provided exclusively under a separate contractual engagement.