Support Services Schedule Work-Relay

Last Updated: February 26, 2024

This Support Services Schedule for Work-Relay (“Schedule”) is incorporated by reference into Neostella’s Work-Relay Master Subscription Agreement (“MSA”). Any capitalized terms not defined in this Schedule have the definitions in the MSA.

1.Generally. Neostella offers two levels of Work-Relay Support Services: Standard Support (“Standard Support”) and Premium Support (“Premium Support”).

2. Standard Support- Features.

2.1 Product functionality issues and break/fix support.

2.2 Communication of bug resolution timing and severity.

2.3 Web-based customer success portal access for ticket submission, tracking, and two-way communication with support personnel.

2.4 Access to Documentation.

2.5 Standard ticket routing.

2.6 Ability to suggest and vote on features for consideration in the Work-Relay backlog.

3. Premium Support- Features.

3.1 Expert best-practices guidance on configuring the Work-Relay application, processes, and forms in Customer’s Salesforce environment.*

3.2 Expert coaching on Customer’s use case, resulting in actionable solution ideas.*

3.3 Expert guidance on configuring Work-Relay reports & dashboards, and leveraging native Salesforce functionality, to illustrate process metrics related to Customer’s objects.*

3.4 Phone and chat support.

3.5 Product functionality issues and break/fix support.

3.6 Communication of bug resolution timing and severity.

3.7 Web-based customer success portal access for ticket submission, tracking, and two-way communication with support personnel.

3.8 Access to Documentation.

3.9 Priority ticket routing.

3.10 Ability to suggest and vote on features for consideration in the Work-Relay backlog.

3.11 Additional Benefits.

3.11.1 Annual account review & recommendations.

3.11.2 Prioritized access to roadmap input and releases.

3.11.3 Prioritized access to Customer-focused webinars.

3.11.4 Prioritized and early access to top-rated Work-Relay content.

*For a given use case, Customer requests that Neostella reasonably believes will exceed two (2) hours of effort will require a paid Professional Services Agreement. Neostella will not do any configuration or development for these items.

4. Incident Classification. Issues will be categorized and handled per an assigned severity level. The case severity level is selected by the user at time of case submission, and will be updated by Neostella per the following table:

Level	Description
1 – Critical	Critical Work-Relay production issue. All Users affected. No workaround available.
2 – Urgent	Major Work-Relay production issue. Issue is persistent. Many Users or major functionality affected, or performance is significantly degraded. No reasonable workaround available.
3 – High	System performance issue or bug. Some (but not all) Users affected. Short-term, reasonable workaround available, but not scalable.
4 – Medium	Routine technical issue or bug. Small number of Users affected. Resolution required as soon as reasonably practicable.

5. Target Initial Response Time. Neostella will attempt to respond to each issue per the following table.

Level	Standard Support Target Initial Response Time	Premium Support Target Initial Response Time
1- Critical	24 business hours*	2 business hours*
2- Urgent	24 business hours*	6 business hours*
3- High	48 business hours*	12 business hours*
4- Medium	48 business hours*	24 business hours*

*Times are 7am-6pm CST Monday through Friday (excluding holidays).

6. Costs.

6.1 Standard Support:Included in license subscription.

6.2 Premium Support:25% of Annual License Fees.

7. Issues. Customer will document and promptly tell Neostella of any Product issues.

8. Cooperation. Neostella must be able to reproduce issues to resolve them. Customer will cooperate with Neostella to reproduce issues (including conducting diagnostic or troubleshooting activities as requested and appropriate). Also, Customer’s personnel with a Work-Relay Administrator license may (if Customer approves) be asked to provide remote access to their Neostella application for troubleshooting purposes.

9. Access. If Neostella cannot reasonably reproduce an issue, Customer will give Neostella access to Customer’s personnel and data.

10. Escalation. If Neostella cannot resolve any reproducible issues in a reasonable amount of time, Neostella will escalate the Error.

Previous Versions

February 19, 2024