Sales Literature

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Service Specific Terms

Whereas, Customer (“You”, “Your”) seeks to retain CitizenDeveloper to provide Support for its Platform Tools (“Platform Tools Support”, “Deliverables”), the following terms and conditions are hereby mutually agreed upon as the terms and conditions for the provision of Platform Tools Support;

1. Customers Responsibility to Setup Designated Support Contacts in the Admin Platform.
   1. Setting Designated Support Contacts. Customer-designated User Administrators, as designated in the Admin Tools, may add Designated Support Contacts to its Account in the Admin Platform. At such time, Customer’s User Administrator must designate the Support Access for each of its Designated Support Contacts.
   2. Receiving Support Notifications. Designated Support Contacts may then subscribe to Support communications in the Admin Platform.
   3. Role-Based Support. If enrolled in Role-Based Support, User Admin must designate a Support Role for that Designated Support Contact and will pay the Fees for each of its Designated Support Contact’s Support Roles in accordance with the Order.
      1. Upgrading/Downgrading Support Roles in Role-Based Support. All Support Roles require a minimum 30-day Fee commitment.
      2. Upgrades. Enrolled Customers may designate or upgrade a Support Role for a Designated Support Contact, if available, at any time. When Customer designates or upgrades any Support Role for a Designated Support Contact, any applicable Fees will be pro-rated in that Fee Accrual Period, and will automatically renew at the beginning of the following Fee Accrual Period.
      3. Downgrades. Enrolled Customer may downgrade or remove a Support Role for a Designated Support Contact, if available, at any time. Such downgrade or removal will take effect, and any applicable Fees for such downgraded or removed Support Role will be calculated at the downgraded amount.
2. Customers Responsibility to Submit Complete, Accurate Tickets in Order to Receive Support.
   1. Tickets. Every Support request, be it a technical or non-technical support request of any variety, must be provided to CitizenDeveloper via a properly completed Ticket.
   2. Tickets may be submitted by Designated Support Contacts. The Designated Support Contacts assigned Role may determine the types of tickets which can be submitted by that Designated Support Contact.
   3. Ticket Types. When submitting a Ticket, the Support Contact must designate the type of Ticket using their best efforts to provide an accurate Ticket Type. CitizenDeveloper may in its sole discretion reclassify the Ticket Type to better reflect the Ticket substance.
      1. Community Ticket Types. Community Tickets represent any ticket which is submitted to the community at large, and therefore is not a private ticket. Community Ticket Types can include but are not limited to; Platform Tools Bug, Platform Tools Question, and Feature Request. To be clear, any Ticket submitted as a Community Ticket will be publicly visible to the CitizenDeveloper community and will NOT be treated confidentially.
      2. Private Ticket Types. Private Tickets are not visible to the community at large and only users of your account or CitizenDeveloper have access to view Private Tickets. Private Tickets may typically include, but are not limited to; Production Application Support, Platform Tools Bug, Network Support, Security Support, Platform Tools Question, Feature Request, Disaster Recovery Support, Performance Support, and General.
   4. Customer Efforts to Fix Errors. Before submitting a Ticket to CitizenDeveloper, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to CitizenDeveloper. Following such attempts, a Designated Support Contact may submit a Ticket using the Admin Platform during a period of Uptime, or via email or telephone outside of a period of Uptime. If allowed by Customers Support SKU, Tickets may be submitted via additional methods during a period of Uptime.
   5. Priority Designations. The Support Contact designates S1 – S4 Severity on submission of Tickets. CitizenDeveloper will review Customer’s Severity designation and may change designations that CitizenDeveloper believes are incorrect. CitizenDeveloper will update the Ticket with the change in its response to the support Ticket. Designated Support Contacts who have subscribed to Ticket updates will receive the notice of the change of Severity via their subscription. CitizenDeveloper’s designation is final and binding on the Customer.
   6. Ticket Must Be Complete and Accurate. When creating a Ticket, Customer will provide all requested information and assist CitizenDeveloper Support Personnel as may be required to resolve the Ticket. No performance timer will accumulate time for any Ticket which is not a complete or accurate submission. Failure to submit a complete and accurate ticket may invalidate an otherwise valid claim against a Service Level Agreement (SLA) at CitizenDevelopers sole discretion.
   7. Customer Responsiveness. Frequently, Tickets require additional input from the Customer. If the Customer fails to respond within 72 hours to a Ticket request from CitizenDeveloper, the Ticket will be closed with no further liability or action by CitizenDeveloper.
3. Support Obligations by CitizenDeveloper
   1. Support Hours and Target Initial Response Times. CitizenDeveloper will process Requests during the Business Day, unless otherwise indicated in this Agreement. Any Requests received outside the Business Day will be logged and processed during the next Business Day. Target initial response times are based on the Ticket Type, Severity and where applicable the Customers level of Support, the applicability of any SLA, and/or the Designated Support Contact’s Role if any.
   2. Ticket Acknowledgement. CitizenDeveloper may respond initially to a Ticket by acknowledging receipt of the Ticket.
   3. Customer acknowledges and understands that CitizenDeveloper may be unable to provide answers to, or resolve all, Tickets.
   4. By submitting the Ticket, Customer hereby gives CitizenDeveloper permission in its sole discretion to modify any or all elements of the Ticket. Such modification would typically be for, but is not limited to, modifications to improve the classifications of the ticket or to improve the data within the ticket for processing purposes.
   5. Customer End User Support. Customer will provide support to their Customer End Users; CitizenDeveloper will not provide support to Customer End Users. Customer may secure such Support from CitizenDeveloper only through Customer’s Designated Support Contacts and these terms and conditions, or by a separate agreement for Professional Services (See Section 7). If a Customer wishes to change its Designated Contacts, it may do so using the Admin Platform. If CitizenDeveloper is contacted by a Customer End User for Support, it may in its sole discretion pass that communication on to a Designated Support Contact.
   6. Support Escalation.
      1. Tier 3 Support. Tier 3 Support is provided by CitizenDeveloper to resolve any Ticket about the Platform Tools.
      2. Tier 2 Support. Tier 2 Support is provided by CitizenDeveloper to resolve any Ticket about the configuration of an Application.
         1. Building or Modifying Applications. CitizenDeveloper has no obligation to write or build any Applications or to write code to facilitate Application development in response to a Ticket, outside of the Production Application Support SLA.
         2. CitizenDeveloper offers Professional Services SKUs should the customer need this type of Tier 2 Support (See Section 7).
      3. Tier 1 Support. Tier 1 Support is provided by CitizenDeveloper to resolve any Ticket whose resolution is educational in nature, and includes neither Tier 2 nor Tier 3 components.
      4. Escalation Path. CitizenDeveloper follows a proven and tested escalation process for technical support tickets;
         1. Tier 1. Is the ticket resolved by educating the Customer? If no, escalate to Tier 2.
         2. Tier 2. Is the ticket resolved by fixing a bug in the Application? If no, escalate to Tier 3.
         3. Tier 3. Is the ticket resolved by fixing a bug in the Platform Tools?
   7. Feature Requests. If CitizenDeveloper deems a Ticket to be a Platform Tools Feature Request, CitizenDeveloper will log the Ticket for consideration to add to a future update or release of the Platform Tools (the “Product Roadmap”) and will consider the Ticket closed. CitizenDeveloper has no obligation to respond to or resolve any Feature Requests or to include any Feature Requests in any future update or release.
   8. Early Access, Alpha, Beta and dated GA releases. The Customer controls what version of the CitizenDeveloper Platform they incorporate into their Application. In order to receive support under this agreement, the Customer is required to be on one of the most 2 recent General Availability (“GA”) releases. CitizenDeveloper may in its sole discretion provide these Technical Support Services (TSS) for Early Access, Alpha or Beta versions, or for older GA releases as determined on a case-by-case basis only.
4. General Provisions
   1. Maintenance. To ensure optimal performance of the Services, CitizenDeveloper performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If CitizenDeveloper expects planned Maintenance to negatively affect the availability or functionality of the Services, CitizenDeveloper will use commercially reasonable efforts to provide at least 7 days advance notice of the Maintenance. In addition, CitizenDeveloper may perform emergency unscheduled Maintenance at any time. If CitizenDeveloper expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, CitizenDeveloper will use commercially reasonable efforts to provide advance notice of such Maintenance.
   2. Method of Notice. CitizenDevelopers primary method of providing notice is via the aforementioned subscription services, which are provided through the Admin Platform. The designated Support Contact must subscribe to maintenance notifications in the Support area of the Admin Platform. CitizenDeveloper may at its discretion also or alternatively provide notice to Customer under this Section by sending an email to the Support Notification Email Address. “Support Notification Email Address” means the email address(es) designated by Customer in the Platform Tools, any email address used by Customer to communicate with CitizenDeveloper, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from CitizenDeveloper.
   3. Language Support. CitizenDeveloper will provide all support under these Guidelines in the English language.
   4. Support Data Processing Activities. CitizenDeveloper collects and processes Support Data for the purpose of providing Support under these Guidelines and for maintaining the Services.
5. Support Roles (optional). If indicated in an Order, CitizenDeveloper will provide Customer with additional support through its Designated Support Contacts, according to their designated Support Role as follows. If no Support Role is specified in an Agreement, the Support Role will be Basic.
   1. Basic. The Basic Support Role includes the following: automatic Services upgrades and Maintenance updates, support for billing inquiries and access to documentation, and where applicable; white papers, online best practices guides, online reference center and community forums.
      1. Automated Support. Basic Support is delivered entirely through the automated features of the Admin Portal or other external support sites as determined in CitizenDevelopers sole discretion.
      2. Community Tickets. Basic Support is only entitled to submit Community Tickets.
   2. Development. The Development Support Role includes all the items in the Basic Support Role plus the following:
      1. Private and Community Tickets. The Development Support Role is entitled to submit the full range of both Community and Private ticket types.
      2. CitizenDeveloper will respond to S1 and S2 Requests with a target initial response time of 4 hours during Hours of Operation.
      3. CitizenDeveloper will respond to S3 and S4 Requests with an initial target response time of 1 Business Day.
      4. Tools Use Training. Requests are accepted through the Admin Platform for questions about Services functionality, best practices guidance on how to architect with the Services, and Services errors reports, up to a designated number of hours per month, as designated by an Order. Additional hours requested beyond the designated quantity may be obtained as described in Section 7, Professional Services. If no hours are specified, the designated quantity will be 0. CitizenDeveloper may exceed the designated hours in it’s sole discretion, and/or may request a separate Professional Services Agreement (section 7).
   3. Production. The Production Support Role includes all the items in the Development Support Role plus the following:
      1. Limited phone support and guidance on how to architect with the Services for Customer’s proposed use case.
      2. CitizenDeveloper will respond to S1 Priority support Requests with a target initial response time of 1 hour, 24 x 7.
      3. CitizenDeveloper will respond to S2 Requests with an initial target response time of 4 hours during the Hours of Operation.
      4. CitizenDeveloper will respond to S3 and S4 support Requests with an initial target response time of 8 hours during the Hours of Operation.
6. Enterprise Support (Optional)
   1. Offering
      1. The Enterprise Support offering includes unlimited Designated Contacts, each with Customer’s chosen Support Role. The “Business Critical” level of support is only available to Customers who have enrolled in Enterprise Support.
      2. Customer may purchase the Enterprise Support offering by executing an Order Form with CitizenDeveloper.
      3. If enrolled in the Enterprise Support program, Customer may assign the “Business Critical” role to each of its unlimited Designated Contacts. For Designated Contacts with the “Business Critical” role:
         1. CitizenDeveloper will respond to S1 Requests with a target initial response time of fifteen minutes 24 x 7;
         2. CitizenDeveloper will respond to S2 Requests with a target initial response time of 4 hours 24 x 7;
         3. CitizenDeveloper will respond to S3 and S4 Requests with an initial target response time of 8 hours during the Hours of Operation.
      4. The Enterprise Support offering includes support from CitizenDeveloper’s technical account management team (“Technical Account Management”), as described in Section 6.c and 6.b (Enrollment and Unenrollment).
      5. CitizenDeveloper may, at its discretion and upon approval from Customer, send CitizenDeveloper Support Personnel on-site in response to an issue that cannot be resolved remotely. CitizenDeveloper Support Personnel performing support at Customer’s facilities will comply with Customer’s reasonable onsite policies and procedures made known to CitizenDeveloper in writing in advance.
   2. Enrollment and Unenrollment. The Enterprise Support program requires a minimum 1 year Fee commitment. When Customer enrolls in Enterprise Support, any applicable Fees will be pro-rated within that Fee Accrual Period and then continue to apply during each month in the 1-year commitment period. Customer may unenroll from the Enterprise Support program at any time by notifying CitizenDeveloper in writing and any such unenrollment will take effect, and applicable Fees for Customer’s downgraded Support Role(s) will be calculated at the downgraded amount, from the later of (i) the date of such unenrollment, and (ii) the business day following the 1-year anniversary of Customer’s enrollment in Enterprise Support.
   3. Technical Account Management. As part of the Enterprise Support offering, Customer will receive access to a dedicated Technical Account Manager for 1 day per work week. Additional access to Technical Account Management may be purchased, subject to additional fees and terms. Please contact your account team for pricing details. Technical Account Management includes: (a) assistance in developing a cloud strategy with respect to the Services, (b) best practices guidance on implementing and using the Services, and (c) management of technical support escalations and coordination with CitizenDeveloper subject matter experts to address technical inquiries related to the Services.
   4. Legacy Platinum Support Customers. If Customer is an existing Platinum Support customer, instead of the 1-year Fee commitment during Customer’s current term, the terms of Customer’s current Platinum Support Order Form will govern its use of Enterprise Support until the expiration of such Order Form.
7. Professional Services. Depending on the type, scope, and duration of any professional services requested (e.g., implementation, configuration, data migration, or other forms of technical assistance), additional fees and terms may apply. CitizenDeveloper or its service delivery partners will provide a wide range of Professional Services under a separate agreement.
8. Collaborative Support
   1. Collaborative Support. In recognition that Customer may deploy and use Services that are offered in connection with or that rely upon a range of third party hardware and software components and computing platforms, resolving Requests may sometimes require input from third party providers who have qualified to participate in the CitizenDeveloper Cloud Platform collaborative support program (such providers, “Collaborative Support Partners”). CitizenDeveloper will, in its reasonable determination, identify to Customer any Requests that require the involvement of Collaborative Support Partner(s). CitizenDeveloper may include Collaborative Support Partners in support communications with Customer, subject to the following terms:
      1. CitizenDeveloper will maintain a current list of Collaborative Support Partners and may provide that information upon request based on relevancy to the Customers needs or interests.
      2. Customer may only receive support from a Collaborative Support Partner if Customer has a valid support agreement in place with that Collaborative Support Partner. Neither these Guidelines nor the Agreement grant to Customer any right to receive support services from Collaborative Support Partners.
      3. CitizenDeveloper will include Collaborative Support Partners in direct support communications with the Customer solely at Customer’s direction. For telephonic support, CitizenDeveloper Support Personnel will only include a Collaborative Support Partner on a telephone call with Customer’s prior verbal consent on the call. For support provided by email or other electronic means, CitizenDeveloper Support Personnel will only reach out to a Collaborative Support Partner after receiving written consent from Customer.
      4. When Customer consents to include a Collaborative Support Partner in an ongoing support case, Customer consents to CitizenDeveloper providing that Partner with Support Data CitizenDeveloper reasonably deems relevant to the Request, which may include the Customer’s name, contact information, and a description of the Request. The Collaborative Support Partner, not CitizenDeveloper, is solely responsible for the processing and use of any Support Data Customer or CitizenDeveloper provides to that Collaborative Support Partner in the course of providing support services.
9. Definitions
   1. 24 x 7. 24 x 7 means twenty-four hours a day, seven days a week.
   2. Business Day. Business Day means any day during the Hours of Operation.
   3. Designated Contacts. Designated Contacts means individual Platform Account Users who are designated by Customer as administrators or technical employees and who are allowed to contact CitizenDeveloper for technical support.
   4. Enterprise Support. Enterprise Support means the technical support offering described in Section 6.
   5. Feature Request. Feature Request means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
   6. CitizenDeveloper Support Personnel. CitizenDeveloper Support Personnel means the CitizenDeveloper representatives responsible for handling Requests.
   7. Hours of Operation. Hours of Operation means 0900 to 1700 EST, M-F, except standard Holidays.
   8. Maintenance. Maintenance means maintenance work that is performed on hardware or software delivering the Services.
   9. S1. S1 means Critical Impact – A Critical Service is Unusable in Production.
   10. S2. S2 means Major Impact – Service Use is Severely Impaired.
   11. S3. S3 means Minor Impact – Service Use is Partially Impaired.
   12. S4. S4 means Trivial Impact – Service is Fully Usable.
   13. Priority. Priority means the level of impact a Request is having on Customer’s operations and is used to establish initial target response times. Priority is established on a scale of S1 through S4.
   14. Request. Request means a request from a Designated Contact to CitizenDeveloper Support Personnel for technical support to resolve a question or problem report regarding the Services.
   15. Role-Based Support. Role-Based Support means CitizenDeveloper’s technical support offering enabling Customer to choose the number of Designated Contacts who are allowed to contact CitizenDeveloper for technical support and the type of Support Role that best corresponds to each contact, as described in these Guidelines.
   16. Support Data. Support Data means account details and the information that Customer provides to CitizenDeveloper for the purpose of obtaining TSS under these Guidelines, including requests for support and the details provided to CitizenDeveloper about the specific support issue.
   17. Support Role. Support Role means the level of support available to a Designated Contact under Role-Based Support, as defined by one of three tiers (Basic, Development, Production) and as designated by Customer in accordance with Section 1 (Customers Responsibility to Setup Designated Support Contacts in the Admin Platform).

Technical Documents