Premier Success Plan
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Introduction
This document defines the scope of the Premier Success Plan provided by Hornbill and should be read in conjunction with the applicable Hornbill Terms of Service. The Premier Success Plan provides a comprehensive level of support over and above that provided in the Essential Success Plan and subject to an additional charge starts on completion of the 30-day Switch-On 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 through the following methods:
- Customer Success Portal – https://customer.hornbill.com/instance_name/ inserting your own instance name and logging on with your relevant customer ID and password.
- Web form – https://www.hornbill.com/request/ using your email address and 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:
As part of your Premier Success Plan, we will provide root cause analysis on all critical issues and quarterly reports outlining the status, outcomes and SLA performance for issues and requests that you raise with us.
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 issues not specifically relating 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 reasonable endeavor basis. Availability Service Credits and Service Level 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 (Low) | Issues of a 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. May include requests for information, documentation or enhancement requests | 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 no more than five 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 Premier 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.
- Ongoing administration of your system (available with our Concierge Success Plan)
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
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 Premium 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% |