Service Description: Software Subscription Technical Account Manager

SKU Numbers: NUV-SPPT-TAM-100 / NUV-SPPT-TAM-100-EM, NUV-SPPT-TAM-75/ NUV-SPPT-TAM-75-EM, NUV-SPPT-TAM -50/ NUV-SPPT-TAM -50-EM, and NUV-SPPT-TAM-25/ NUV-SPPT-TAM-25 -EM

Overview


Nuvolo’s Software Subscription Technical Account Manager (SSTAM) Service provides our customers with a designated, single point of contact for all related Customer Care support services provided by Nuvolo


Services

Nuvolo SSTAM will:

  • Be the single point of contact for troubleshooting and support for Customer cases.
  • Follow-up and spearhead the timely resolution of support cases.
  • Conduct scheduled meetings to capture configuration and provide technical support recommendations.
  • Evaluating customer needs to suggest upgrades or additional features and expansion.
  • Develop a deep technical understanding of the customer’s operating environment.
  • Liaise directly with Product Engineering for escalated issues.
  • Support case ownership to identify common issues for broader resolution (e.g. training, product, enhancements, etc.)
  • Minor enhancements to enable the customer experience as needed.
  • Answering product-related technical queries in a timely manner.
  • Provide Upgrade support and testing for timely migration to latest versions

Customer will:

  • Log support cases through Nuvolo standard support channels as represented in the provided Customer Success Manager guide.

Delivery Terms


  • SSTAM is available during normal business hours (8am to 5pm Eastern Time) or by mutual agreement with the customer.
  • When SSTAM has scheduled time off (vacation, holiday), Nuvolo will continue to provide standard support for break/fix issues through our standard Technical Engineering team.   In advance of scheduled time-off, the SSTAM will work with the customer to coordinate any on-going issues that require a continuation of support during their absence.
  • In the event of an unscheduled absence, Nuvolo will make a reasonable effort to minimize any disruption to on-going activities being managed by the SSTAM.
  • Nuvolo will not provide a replacement SSTAM for short-term scheduled or unscheduled absences by the primary SSTAM.

Yearly commitment of service to coincide with Nuvolo subscription via SKU.

  • NUV-SPPT-TAM-25          – 25%
  • NUV-SPPT-TAM-50          – 50%
  • NUV-SPPT-TAM-75          – 75%
  • NUV-SPPT-TAM-100       – 100%

Any activities or tasks not specifically outlined in this Service Description, including, but not limited to the following are out of scope:

  • Implementation activities or services
  • Integration activities or services
  • Data migration or migration activities or services
  • Coding or custom software development
  • Formal product training

Nuvolo Access Requirements


Customer will provide access requirements and policies required of Nuvolo resources along with onboarding timelines prior to execution of this SOW. Customer acknowledges that all obligations of Nuvolo under this SOW will require Nuvolo (including any subcontractors) to have direct access to Customer’s ServiceNow sub- production instance(s). Administrative access will be required in the sub-production instance(s) only and at no time will Nuvolo have access to the production environment.

Services shall be preconditioned upon Nuvolo receiving such access and proportionately limited to the extent access is denied. Failure to provide timely access may result in timeline delays and costs increase as outlined in this SOW. Additionally, Customer acknowledges that Nuvolo will leverage a mix of onshore and offshore resources in support of the Engagement.