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Support and Managed Platform Services

In order to receive the Support and Managed Platform Services included herein, the Customer must pay in full all Subscription Services Fees purchased and invoiced by Saviynt in accordance with Section 4 of the Agreement during the Initial Subscription Term and any Renewal Term, as applicable. Saviynt will directly provide the Support and Managed Platform Services to the Customer. Saviynt shall not materially decrease Customer’s rights under this Policy within any active Subscription Term.

SUPPORT SERVICES

1. Support Services. Saviynt offers the following levels of Support Services:

Standard Success Package

  • 99.50% Uptime Availability
  • Access to product updates and upgrades
  • Access to Customer Portal
  • Access to Forums and Ideas Portal
  • Online Case Submission
  • 16x5 Coverage Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems
  • Sev1 Response Time: 2 hours
  • Authorized Customer Support Contacts: 2

Gold Success Package

  • 99.50% Uptime Availability
  • Up to 10% discount on Training and Expert Services 
  • Access to product updates and upgrades
  • Access to Customer Portal
  • Access to Forums and Ideas Portal
  • Access to “Ask a Saviynt Expert” Live Sessions
  • Continuous Health Monitoring
  • Sev1 Response Time: 2 hours
  • 24x7 Coverage for Severity 1 Issues (Production Systems)
  • 16x5 Coverage for Severity 2 through Severity 4 Issues, Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems (Severity 2, Severity 3 and Severity 4 issues)
  • Escalation Management
  • Authorized Customer Support Contacts: 5

Platinum Success Package

  • 99.90% Uptime Availability
  • Up to 15% discount on Training and Expert Services 
  • Access to product updates and upgrades
  • Access to Customer Portal
  • Access to Forums and Ideas Portal
  • Access to “Ask a Saviynt Expert” Live Sessions
  • Assigned Customer Success Manager (CSM)
  • Detailed Success plan (* as needed based on account review)
  • Continuous Health Monitoring
  • Online Case Submission through Chat and Phone Support
  • Sev1 Response Time: 1 hour
  • 24x7 Coverage for Severity 1 Issues (Production Systems)
  • 16x5 Coverage for Severity 2 through Severity 4 Issues, Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems (Severity 2, Severity 3 and Severity 4 issues)
  • Escalation Management
  • Authorized Customer Support Contacts: 10

Diamond Success Package

  • 99.90% Uptime Availability
  • Up to 20% discount on Training and Expert Services 
  • Access to product updates and upgrades
  • Access to Customer Portal
  • Access to Forums and Ideas Portal
  • Access to “Ask a Saviynt Expert” Live Sessions
  • Assigned Customer Success Manager (CSM)
  • Detailed Success plan (* as needed based on account review)
  • Saviynt Executive Sponsor
  • Continuous Health Monitoring
  • Technical Account Management (TAM) services
  • Expert Slack Channel Access
  • Sev1 Response Time: 30 minutes
  • 24x7 Coverage for Severity 1 Issues (Production Systems)
  • 16x5 Coverage for Severity 2 through Severity 4 Issues, Monday–Friday, 6:00am–10:00pm (Production and Non-Production Systems). Customer must designate one time zone to establish the hours of coverage during which Saviynt will provide Support Services for Production and Non-Production Systems (Severity 2, Severity 3 and Severity 4 issues)
  • Regional Support Team
  • Designated Support Engineer
  • Escalation Management
  • Field Engineering Services
  • Authorized Customer Support Contacts: 20

2. Support Services Definitions

  1. “Fix” means the repair of the Subscription Service to remedy the problem.
  2. Platform Support” means the management of the underlying cloud-based infrastructure and application components. It does not include management of Customer created configurations within the Subscription Service, Customer data or customer job processing. Integration, tuning and maintenance of these non-included components is the responsibility of the Customer.
  3. “Problem” means a defect in Subscription Service as defined in Saviynt’s standard specifications.
  4. "Respond” or “Response” means acknowledgement of a problem received containing assigned support engineer name, date and time assigned, and severity assignment.
  5. “Workaround” means a change in the procedures followed or data supplied by Customer to avoid a Problem without substantially impairing Customer’s use of the Subscription Services, or customer job processing. Integration, tuning and maintenance of these non-included components is the responsibility of the Customer.

3. Support Services Response and Resolution Goals

Response Goals and Resolution Goals are targets for identified Problems based on Saviynt's historical experience, and do not represent contractual commitments.

Standard Success Package

Problem Severity Response Goals Resolution Goals
Severity Level 1. The production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately.
Within 2 business hours (during 16x5 business hours)
Upon confirmation of receipt, Saviynt support personnel begin continuous work on the Problem, and a customer resource must be available at any time to assist with Problem determination. Saviynt will undertake commercially reasonable efforts to provide a Workaround or Fix once the Problem is reproducible or once Saviynt has identified the defect causing the Problem. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 2. Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage.
-
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 3. Production or Non-Production system is having a problem that is limiting the functionality.
-
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 4. Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests (e.g., request for data changes including changes to reports, dashboards, configuration changes or feature enhancements. Customer is able to access all business resources.
-
Resolution of the Problem may appear in a future release of the Application/Subscription Service.v

Gold Success Package

Problem Severity Response Goals Resolution Goals
Severity Level 1. Production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately.
Within 2 hours
Upon confirmation of receipt, Saviynt support personnel begin continuous work on the Problem, and a customer resource must be available at any time to assist with Problem determination. Saviynt will undertake commercially reasonable efforts to provide a Workaround or Fix within 8 hours once the Problem is reproducible or once Saviynt has identified the defect causing the Problem. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 2. Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage.
Within 2 business days
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix within 7 business days once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 3. Production or Non-Production system is having a problem that is limiting the functionality.
Within 4 business days
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix within 10 business days once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 4. Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests (e.g., request for data changes including changes to reports, dashboards, configuration changes or feature enhancements. Customer is able to access all business resources.
Within 5 business days
Resolution of the Problem may appear in a future release of the Application/Subscription Service.

Platinum Success Package

Problem Severity Response Goals Resolution Goals
Severity Level 1. Production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately.Severity Level 1. Production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately.
Within 1 hour
Upon confirmation of receipt, Saviynt support personnel begin continuous work on the Problem, and a customer resource must be available at any time to assist with Problem determination. Saviynt will undertake commercially reasonable efforts to provide a Workaround or Fix within 4 hours once the Problem is reproducible or once Saviynt has identified the defect causing the Problem. Saviynt may incorporate a Fix in a future release of the Application/Application.
Severity Level 2. Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage.
Within 1 business day
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix within 3 business days once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 3. Production or Non-Production system is having a problem limiting the functionality.
Within 3 business days
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix within 7 business days once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 4. Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests (e.g., request for data changes including changes to reports, dashboards, configuration changes or feature enhancements. Customer is able to access all business resources.
Within 5 business days
Resolution of the Problem may appear in a future release of the Application/Subscription Service

Diamond Success Package

Problem Severity Response Goals Resolution Goals
Severity Level 1. Production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately.
Within 30 minutes
Upon confirmation of receipt, Saviynt support personnel begin continuous work on the Problem, and a customer resource must be available at any time to assist with Problem determination. Saviynt will undertake commercially reasonable efforts to provide a Workaround or Fix within 4 hours once the Problem is reproducible or once Saviynt has identified the defect causing the Problem. Saviynt may incorporate a Fix in a future release of the Application/Application.
Severity Level 2. Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage.
Within 1 business day
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix within 3 business days once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 3. Production or Non-Production system is having a problem limiting the functionality.
Within 3 business days
Customer Support will undertake commercially reasonable efforts to provide a Workaround or Fix within 7 business days once the Problem is reproducible. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service.
Severity Level 4. Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests (e.g., request for data changes including changes to reports, dashboards, configuration changes or feature enhancements. Customer is able to access all business resources.
Within 5 business days
Resolution of the Problem may appear in a future release of the Application/Subscription Service.

4. Accessing Support.

The online Customer Support Portal is available 24x7 for self-service technical assistance including:

  1. Logging tickets and viewing status of previously submitted tickets
  2. Viewing updates to the Subscription Service
  3. Accessing product documentation, technical articles, and FAQs
  4. Platinum and Diamond customers will have access to Chat and Phone Support

5. Updates, Fixes and Enhancements.

Saviynt may, from time to time, provide new releases, upgrades, modifications, bug fixes, and enhancements to the Application and Subscription Services (each an “Update”), but Saviynt is not under any obligation to do so. Such Updates will be supplied according to Saviynt’s then-current policies, which may include automatic Updates without any additional notice to the Customer. The customer consents to any such automatic Updates. Saviynt agrees that automatic updates will occur outside the customer's business hours and within a 4-hour window. Any Update requiring more than 4 hours will be considered a maintenance change.

Scheduled Maintenance windows will be performed monthly in accordance with the regionally defined windows. The planned maintenance activities encompass infrastructure updates, required security patches, performance optimizations, and application upgrades. Some services may be temporarily unavailable during this time, but Saviynt will work to minimize disruptions. All maintenance changes to production systems will go through Saviynt’s change control process, and the Customer will be allowed a reasonable period to test any scheduled maintenance changes before Saviynt introduces such changes into the Customer’s production environment. If a Customer encounters an issue during testing, the Customer shall log a support ticket/case on the Customer Support Portal. 

SHARED RESPONSIBILITIES

Saviynt Platform Services Responsibilities.

Saviynt provides a Software as a Service (SaaS) platform. Saviynt’s Platform Services covers both (i) Platform Operations and (ii) Platform Upgrades.

1. Platform Operations include the following:

  1. 24x7 Operations
  2. Regular system backup / restore
  3. System health and monitoring of the Saviynt SaaS platform
  4. Troubleshoot platform issues and provide incident management
  5. Perform root cause analysis for Severity 1 Problems
  6. Provide Fixes for Severity 1 / 2 / 3 Problems

2. Platform Upgrades include the following:

  1. Perform OS and DB update / upgrade / maintenance / hardening
  2. Access to regular upgrades and updates
  3. Deploy Saviynt updates based on a defined maintenance schedule
  4. Align release management with product roadmap

Customer Responsibilities.

  1. Manage the set-up of jobs, data and configurations for use within the Subscription Service
  2. Manage internal stakeholders and obtain approval for business process changes
  3. Provide end-user communication and support
  4. Troubleshoot issues to determine if they can be resolve prior to creating a platform support ticket
  5. Design, develop, test and implement additional integrations and configurations
  6. Complete support readiness criteria for all go-lives and communication of timeline to support
  7. Complete and approve User Acceptance testing and performance testing in non-production environments prior to deployment in production
  8. Submit test cases to Saviynt prior to production cutover
  9. Provide a single distribution list for maintenance, alerts and emergency contacts
  10. Provide an update window for each environment monthly
  11. All customer support staff must attend training for customer support and obtain Saviynt L100 certification
  12. Use forums and Saviynt portals for non-break fix items or configuration “how-to”