Product Description Continuous Customer Success
Topics:
Customer Success is our core principle, helping you achieve your goals. Continuous Customer Success ensures the ongoing operation, support, and enablement required to use zapliance solutions effectively over time. The scope of services depends on the selected service level and is defined in the respective offer. Customer-specific development, new functionalities, or changes to underlying solution logic are not part of Continuous Customer Success and must be agreed separately.
Continuous Customer Success Plans
|
|
Basic |
Business |
Enterprise |
|---|---|---|---|
| General | |||
| Service Hours [2] | Monday to Friday from 9AM – 5PM | Monday to Friday from 9AM – 5PM | Monday to Friday from 9AM – 5PM |
| Language [3] | German and English | German and English | German and English |
| Response Time [4] | 48 hours | 24 hours | 8 hours |
| Personal Customer Success Specialist [5] | No | Inclusive | Inclusive |
| Communication Channels [6] | Online-Meeting | Phone and Chat | |
| AI-Support [7] | Inclusive | Inclusive | Customized |
| Updates [8] | Inclusive | Inclusive | Inclusive |
| Onboarding | |||
| Kick-Off-Meeting [16] | 50-min-Meeting | 50-min-Meeting | Customized |
| Stakeholder Onboarding [12] | Self-Service | 2x 20-min-Meetings | Customized |
| Confidentiality and DPA [13] | zapliance Standard | zapliance Standard | Customized |
| Technical Setup Support [11] | Self-Service | Standard Setup | Customized |
| zapliance Access to Customer Systems [14] | Additional | Additional | Customized |
| Fast-Track-Onboarding [15] | 3 months | 3 months | 2 months |
| Productive | |||
| zapAgent Training [18] | Self-Service | Standard-Setup | Customized |
| Status-Meeting [17] | Additional | Monthly 20-min-Meeting | Customized |
| Content-Bundle-Updates [9] | Additional | 1 | 2 |
| Closing-Meeting [1.6] | 20-min-Meeting | 20-min-Meeting | Customized |
Included Services
Continuous Customer Success covers the operation and support of the deployed zapliance solutions within the agreed scope. This includes the ongoing coordination of operational, technical, and business-related topics between the customer and zapliance.
Customer Success acts as the central point of contact and is responsible for receiving, structuring, and coordinating requests, as well as ensuring alignment with the relevant zapliance teams. Included services encompass, in particular, the support of productive usage, the coordination of onboarding and rollout activities, the enablement of users through training and knowledge transfer, and the structured handling and escalation of support requests.
Customer Success includes technical support required to operate the solution within the supported setup. This includes handling operational issues, coordinating technical topics, and ensuring that the solution remains usable within the agreed framework.
Continuous Customer Success does not include customer-specific development, such as the creation of new indicators or controls, changes to underlying logic, or the implementation of new technical integrations. Such services require separate scoping and commercial agreement.
License Conditions
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 productive period.
1.1 Service Duration
Continuous Customer Success is a subscription with a defined service duration. If the offer includes a limitation on the service period, this limitation shall apply to the specified period and automatically renew for an additional service period.
1.2 Minimum Term
If the offer includes a minimum term, this restriction defines the earliest possible end of the subscription.
1.3 Onboarding Period
The onboarding period is defined as the time between the service start date and the commencement of the first productive use of the solution. It includes all activities required to prepare productive usage, such as stakeholder onboarding, technical setup support, and initial enablement.
1.4 Productive Period
The productive period is defined as the time between the commencement of productive usage and project completion. During this period, Customer Success supports operations, coordination, and ongoing usage within the agreed scope.
1.5 Project Completion
Project completion is the last day of the month in which the closing meeting takes place. It includes the completion of all services within the agreed scope.
1.6 Closing Meeting
The closing meeting serves to finalize all open topics, review the service period, and ensure proper project closure.
2. Service Hours
Service hours define the period in which Customer Success services are available. If limited in the selected plan or offer, the restriction applies accordingly. Weekends and public holidays are excluded. Services outside defined service hours are not included unless explicitly agreed and may be billed separately.
3. Language
If the selected plan or offer defines language limitations, these apply to all Customer Success services. Additional languages are not included unless explicitly agreed and may be charged separately.
4. Response Time
Response time defines the time between submitting a request and receiving the first response. It applies only within the defined service hours and agreed communication channels. Response time refers to the initial reaction and does not include resolution. Resolution depends on the complexity of the request, required coordination, and customer cooperation.
5. Personal Customer Success Specialist
If included in the plan, a dedicated Customer Success Specialist is assigned as the central contact during the service period. The specialist coordinates communication, consolidates requests, supports prioritization, and ensures proper handling of all operational and business-related topics. zapliance reserves the right to replace the assigned specialist if necessary.
6. Communication Channels
Communication channels define how Customer Success services are delivered. Email includes standard support communication.
Online-Meeting includes structured coordination via virtual meetings.
Phone and Chat provide additional direct communication options for faster coordination. All communication is subject to service hours and response time conditions.
7. AI Support
AI support refers to the use of automated transcription and summarization of meetings and workshops. If included, meetings may be recorded and processed unless participants object. If AI support is not used, additional documentation effort may be charged where applicable.
8. Updates
Product updates and upgrades are provided within the scope of the subscribed solution. Customer Success includes coordination and support related to update handling, including communication, planning, and issue tracking. Customer-specific changes or adjustments are not included and require separate agreement.
9. Content Bundle Updates
Content-bundle-updates refer to adjustments within the existing solution scope. If limited in the plan, the restriction applies per service period. Additional updates will be billed separately. Content-bundle-updates do not include development of new features, modifications of logic, or creation of new controls or indicators.
10. Self-Service
Self-service means that Customer Success support is provided exclusively through standardized materials such as documentation or Knowledge Base articles. Customer-specific guidance, coordination, or consulting is not included in self-service.
11. Technical Setup
Support Technical setup support refers to guidance and coordination for implementing the solution setup. Depending on the plan, support ranges from self-service to structured guidance or individually agreed setup support. Execution of technical setup activities remains the responsibility of the customer unless otherwise agreed.
12. Stakeholder Onboarding
Stakeholder onboarding supports the involvement of relevant customer stakeholders required for implementation and operation. Depending on the plan, support ranges from self-service to structured onboarding meetings or individually agreed onboarding support. Additional onboarding effort beyond the defined scope may be billed separately.
13. Confidentiality and Data Processing Agreement
Confidentiality (NDA) and data processing agreements (DPA) may be required depending on the service scope. Standard agreements include limited adjustments. Additional customization effort may be billed separately unless individually agreed.
14. zapliance Access to Customer Systems
Access to customer systems may be required for service delivery. If not included, setup and usage of access are billed separately. If included, access is handled within the agreed scope. The customer is responsible for ensuring compliance with internal security and approval processes.
15. Fast-Track Onboarding
Fast-track onboarding refers to accelerated onboarding timelines. Acceleration beyond standard timelines requires additional effort and may be charged separately unless defined in the plan.
16. Kick-Off Meeting
The kickoff meeting defines project scope, roles, responsibilities, and initial planning. It marks the start of onboarding and ensures alignment between all involved parties. Additional meetings beyond the defined scope may be billed separately.
17. Status Meeting
Status meetings ensure ongoing coordination, transparency, and progress tracking. They are used to clarify open topics, align next steps, and maintain structured communication. Additional meetings beyond the agreed scope may be billed separately.
18. zapAgent Training
zapAgent training enables users to operate the contractually agreed zapliance Agents independently within the acquired use case. Depending on the plan, training ranges from self-service documentation to standard training or individually agreed enablement. Additional or extended training beyond the defined scope may be billed separately.
If the acquired Continuous Customer Success Plan or offer includes one of the following restrictions, the following applies:
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Self-Service: See self-service.
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Standard Setup: The standard setup is described in our Knowledge Base for the respective zapliance agents. Customer Success supports and trains a key user on all necessary steps to use the acquired agents within the standard setup. Should the customer require additional training, e.g. for extended use cases, integrations, or individual setups, these services are billed separately at the Customer Success hourly rate.
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Customized: Customer Success provides training tailored to the customer’s specific setup, and use cases.
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,-.
In addition to this Product Description, the Product Descriptions of all components included in the offer, contractual or commercial agreement apply.
The General Terms and Conditions (GTC) of zapliance in their currently valid version apply.