Hornbill Concierge

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Introduction

This document defines the scope of the Concierge Success Plan provided by Hornbill and should be read in conjunction with the applicable Hornbill Terms of Service. The Concierge Success Plan provides a comprehensive level of support over and above that provided Premier Success offering and is subject to an additional charge and contingent on the customer subscribing to the Hornbill service.

Ensuring your success

Although Hornbill is very intuitive, information to help you is available here on our wiki and also on our Customer Success Portal. Should you experience a Problem, access to your dedicated Customer Success Team is available by using our mobile-enabled webform on our main website https://www.hornbill.com/request/. All you need to do is enter your email address and designated instance name.

Education related (i.e. "How Do I?") questions and queries need to be asked via our Community Forum, which extends your reach out to the broader Hornbill community:


Please do not raise problems (i.e. things that are broken) on the customer forum, as this may result in delay in processing your request.

Extending and Enhancing your success

As part of your Concierge Success Plan, we will provide a weekly service delivery report highlighting any new incidents raised or closed during the week and up to the minute progress reports on anything outstanding and SLA performance for issues and requests that you raise with us. This is in addition to the root cause analysis provided on all critical issues.

Another major benefit is the addition of a dedicated Technical Account Manager. Your TAM will act as your single-point of contact for all matters within Hornbill and act as the glue between the Product Specialists, Support personnel and any other areas of the business. They will also advocate on your behalf for the inclusion of new features and defect fixes as well as acting as an additional layer of reassurance for the swift resolution of any support issues you may encounter. More than that though, the TAM will work closely with you to help ensure you are getting the best out of Hornbill and important part of that will be the quarterly Success Review, which will review your use of the product and identify any ways you and your team may be able to take better advantage of the available capabilities and functionality. Please note that there is a fair use restriction is applied to the Technical Account Manager portion of Hornbill Concierge of up to a maximum of 0.5 days a week or approx 2 days a month.

With the Concierge Success Plan, Product Specialists will also carry out most of the day-to-day administration that you may need to undertake. Specific exclusions include creating and amending business process, reports progressive captures, migration of data and integration with third party products. A detailed list of what is included can be found in the Appendices. Those areas not covered though can be achieved with Hornbill through our Expert Services offering. Please note that there is a fair use restriction is applied to the General Administration portion of this Success Plan of up to a maximum of 0.5 days a week or approx 2 days a month.

Additional Benefits

The Concierge Success Plan also allows you to take advantage of our Expert Services offerings at a preferential rate. Please contact your Technical Account Manager for further details.

Service Levels

Support for critical issues, as defined in the table shown below, is available 24x7x365. For other incidents, support is available during normal UK Business Hours. Please note that certain critical incidents that do not specifically relate to issues with our cloud infrastructure may require developer support to resolve. Whilst full cradle-to-grave support for cloud infrastructure issues affecting availability is provided 24x7x365, Development support is only guaranteed during normal UK business hours.

The following table details the priority classification assigned to any incident reported. This includes the target response and resolution times which are provided on a best endeavour basis. Service credits are though provided where there are prolonged impacts to service availability caused by issues of a critical nature and detailed in the Appendix of this document.

Priority Definition Response Resolve Root Cause Analysis
1 (Critical) A failure in the production operation of the service rendering the service unavailable or critically impaired. Alternatively, data is corrupted or there is a significant security issue 15 mins 4 hours 5 business days from resolution
2 (Severe) Issues of a high impact causing severe degradation in performance or failure of important features or capabilities. No acceptable workaround is available, but operation can continue in a restricted fashion. 30 mins 8 hours N/A
3 (Moderate) Issues of a moderate or low business impact where the service is operational and the majority of functions are still available. The impact is an inconvenience which may require a workaround to restore functionality. 4 business hours 3 business days N/A
4 (Minor) No impact in the operation the service and the functions of the service are not impeded. 1 business day 5 business days N/A


What is expected of you

Most importantly, nothing unreasonable (although please let us know if you think otherwise). In the first instance we need at least three and exclusive to customers on the Concierge Success Plan as many as ten official contacts. One of these needs to act as the named authority for affecting operational changes (i.e. new contact names). These are required in order to be able to log incidents against a known contact and to ensure we can progress the issue effectively. We need this as our ISO27001 certification prevents us from implementing changes on a customer instance that have not been previously authorized and so to avoid unnecessary delay it is important that issues of a critical nature, and cloud infrastructure issues in particular, are reported by named contacts. One of the contacts needs also to have budgetary responsibility for your account.

The Concierge Success Plan covers support for multiple instances as long as the number of named official contacts does not exceed the five mentioned.

As you will expect, we will approach critical issues with urgency. However, in order to progress them as efficiently as possible, we also need your help. Please outline your issues as with as much relevant detail as possible, but also as concisely as you can. We understand that certain issues can cause a significant impact to our customers and appreciate that as a result, this may place customers under a high degree of stress. We are here to help. In order to maintain our high standards though, Hornbill needs to be able to guarantee that it’s staff are able to work in an environment that is free from abuse from any source. In the very unlikely event that such inappropriate behaviour is encountered, this will be reported by Hornbill senior management to the appropriate party in the customer's organisation. In extreme cases this may result in the withdrawal of access to the support service of a named contact.

We welcome feedback, all feedback. We especially need it when we miss expectations. In addition to a periodic customer survey, we also send out a survey following the closure of each incident. In order to improve our service to you, irrespective of how well we did, we ask that you complete the incident survey. This survey can literally only take a few seconds to complete.

Escalation Channels

If for whatever reason we fall short of the standards you expect from us, please do not hesitate to escalate the matter by contacting us at escalation@hornbill.com.

Exclusions

We want to do our utmost to ensure your success, but there are limits! Certain things are not covered by this Success Plan. These include but are not necessarily limited to the following:

  • The Importing of Asset Data from 3rd Party sources such as SQL Databases, Excel, MS SCCM, Altiris, LANDesk or any other proprietary discovery tools.
  • The creation of bespoke services business process, dashboards or reports outside of those provided as standard in the Hornbill application(s).
  • Assistance with integration with other applications in respect to the use of Hornbill APIs and Web Hooks.
  • Web Services API - the Hornbill platform exposes all functionality through a single unified and fully documented web services API. The API is an XML RPC-style request/response messaging scheme, with all inputs and outputs fully described by XML Schema and on-line documentation. We also provide simplified language bindings allowing developers to easily integrate within projects built using JavaScript, PHP, C#.NET, Java, GoLang and C++
  • Web Hooks - the opposite to an API call, a web hook is a call from Hornbill to a web endpoint of your choosing. Most application actions on a Hornbill instance can trigger an action-specific event when an action is performed. Hornbill can be configured to call to a web end point passing the action-specific data to the web service. This is a very powerful mechanism that enables true, near real-time integration with other business systems.

The fact that the above items are listed as exclusions does not mean we are unable to help you. Please see our catalog of Expert Services on offer or contact success@hornbill.com for more details.

Expert Services credits

Whilst our free Switch-On service contains all the information and assistance you are likely to need in getting up-and-running, we acknowledge that you may have very specific requirements or circumstances that need more help than would normally be the case.

As a customer on the Concierge Success plan you can rest easy in the knowledge that a further 10 Hornbill Credits worth of Expert Services will be provided at any point during the contracted term of the Success Plan. Further credits are available at a discounted rate if purchased as part of the Premier Success Plan. Hornbill Credits must though be used by the end of the contracted period of the Success Plan.

Appendix 1: Definitions

Terms in this section have the same meanings as those given to them in the Hornbill Terms of Service unless other meanings are given to them below. In these terms, unless the context otherwise requires, the following words and expressions mean:

“Available”: the SaaS Service is accessible by the majority of the Customer Users, functioning substantially in accordance with any applicable product manuals. Note that if the SaaS service is not available to any or all Customer Users owing to a fault or condition outside of Hornbill’s control, such as, but not limited to a failure of the Internet, then it shall still be deemed Available.

“Availability Service Credits”: credits of Subscription Fees paid by Customer as a result of a failure of the SaaS Service to meet the SaaS Service Availability.

“Business Hours”: the number of hours elapsed during normal UK business hours 09:00 through 17:30 UK time Monday to Friday excluding UK public holidays.

“Critical Issue”: A failure in the production operation of the service rendering the service unavailable or critically impaired. Alternatively, there might be a significant security issue or availability affected by corrupted data.

“Maintenance Notice Service Level”: the minimum advanced notice period for a maintenance activity to be classified as Works is seven elapsed days (168 elapsed hours) for routine and/or planned activities and four elapsed hours for high priority activities as solely determined by Hornbill.

“SaaS Service Availability”: the calculation of service availability for the purposes of calculating Service Credits

“Service Available Hours”: the amount of time the SaaS Service is Available according to the service level. Calculated as the Service Operational Hours minus the time the SaaS Service is not Available (other than due to Works).

“Service Level Service Credits”: these are credits of Subscription Fees paid by Customer as a result of a failure of the Hornbill to deliver resolution of critical and severe issues within the specified timeframe.

"Service Maintenance Hours": the four (4) hours from 12.00 to 04.00 each day (with reference to the timezone defined in the Service Parameters) during which Customer access to the SaaS Service may be interrupted by the carrying out of Works.

“Service Operational Hours”: in any given period the total hours minus the time spent on Works (specifically when the SaaS Service is not Available).

“Works”: routine and/or planned maintenance activities or high priority activities (that interrupt the SaaS Service) as is required by professional computing practice and that take place during the Service Maintenance Hours and as communicated to customer in accordance with the Maintenance Notice Service Level.

Appendix 2: Availability Service Levels and Service Credits

Availability

For the purposes of service reporting and calculation of any applicable Availability Service Credits, SaaS Service Availability for any period is expressed as a percentage and calculated as the Service Available Hours for the period divided by the Service Operational Hours.

Data Loss

Hornbill takes reasonable steps to secure the Customer Data against loss due to any single system failure. Should Customer Data be lost due to such failure it will attempt to restore the data to a point prior to its loss. The maximum amount of time for which data should be lost is specified as one of the Service Parameters. Once the data has been restored by Hornbill using reasonable efforts, any resultant data loss shall not in its own right constitute service unavailability.

Service Credits

Availability Service Credits are calculated on a monthly basis as a percentage of the Subscription Fee where the SaaS Service Availability falls below a certain threshold as shown in Schedule 1 below. Service Level Service Credits are calculated as a percentage of the Subscription Fee for the Subscription Period where the Target Resolution time as defined in the Service Levels above are not met based on the thresholds set out in Schedule 2 below. For any one incident either Availability Service Credits or Service Level Service Credits, but not both, may be claimed.

To be entitled to any Service Credits, the Customer must request such Service Credit in writing from Hornbill within 30 days of relevant month. The Service Credit will be applied to the next Subscription Fee invoice to be raised. If the Subscription Duration has been reached (and no further invoice is to be raised) then no Service Credit is applied.

Schedule 1 Service Availability Thresholds
Availability in Subscription Period Service Availability Credit as a percentage of Subscription Fee
Greater than 99.50% 0%
Between 99.49% and 98.50% 2.5%
Between 98.49% and 97.50% 5%
Between 97.49% and 96.50% 10%
Less than 96.50% 20%
Schedule 2 Service Level Thresholds
Service Level Not Achieved Service Level Credit as a percentage of Subscription Fee
Target Resolution for P1 incident exceeded by 100% 10%
Target Resolution for P1 incident exceeded by 200% 15%
Target Resolution for P1 incident exceeded by 300% 20%


Appendix 3: General Administration items covered in the Concierge Success Plan

Set Up and Customization
Administration Categories / Task Description
Users [1] Create, Update, and deactivate Users
Roles [2] Create and Update Roles
Guest Portal Users Create, Update, and deactivate Guest Portal users
Contact Directory Create, Update, and delete Contacts
Organization Directory [3] Create, Update, and delete directory Items
Organizational Structure (Groups) Create and Update Organizational hierarchy
Custom Fields Create and Update Custom Fields
Custom Buttons and Links Create and Update Custom Buttons
Categories (Profile Codes) Create and Update Categories
Simple Lists Create and Update Simple Lists
Escalation Actions Create and Update Escalation Actions
Priorities Create and Update Priorities
Service Levels Create and Update Service Level Timers
Operational Hours Create and Update Service Level Calendars
Request List Custom Filters Create and Update Custom Filters
Request Timeline Settings Configure request Timeline Settings
Auto values Configure and Manage Auto Values
Language Support Enabling and disabling supported languages
Guest Portal Homepage [4] Update Images, colour scheme, and text
Regional Settings Configure and Manage Regional Settings
Dashboards [5] Create, Update, delete Dashboards
Shared Mailboxes Creation of a new Shared Mailbox
Mail Routing Rules Create, update, delete mail routing rules
Security
Administration Categories / Task Description
Password Policy Manage Password Policies
Session Settings Manage Session settings
Templates
Administration Categories / Task Description
Email Templates [6] Create and Update Email Templates
User Templates Create and Update User Templates
Guest Templates Create and Update Guest Templates
Productivity and Collaboration
Administration Categories / Task Description
Workspaces Create, Update, and Archive workspaces
Workspace Users Add and remove Workspace users
Conversations [7] Manage Conversation settings
Notifications Configure Notification settings
Document Management
Administration Categories / Task Description
Libraries Create and Update Libraries
Tags Create and Manage Document Tags
Sharing Create and Update Sharing Rules
Mobile
Administration Categories / Task Description
Mobile Configurations Create and Update Mobile Configurations


NOTES

[1] Based on completed CSV template
[2] Custom Roles Only
[3] Based on Completed CSV Template
[4] Images must be web-facing, text supplied by customer
[5] Dashboards based on available data measures
[6] Update based on customer supplied content
[7] (Currently does not exist)

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