Support

    S-Docs Premier Support

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    1. General. This Premier+ Support Plan ("Premier Support Plan") describes policies and procedures under which S-Docs Inc. provides technical support and maintenance services ("Support") for Purchased Services to its customer (each, a "Customer"). Support described herein is incorporated into the S-Docs Inc. Master Subscription Agreement (“MSA”), to which this Plan is annexed. The MSA contains definitions referenced herein. The MSA supersedes this Premier Support Plan should a conflict exist.

    2. Definitions.
      "Purchased Services" means all of the Web-based applications provided by S-Docs Inc., that are ordered by a Customer under an Order Form, including associated maintenance and support.

      "Software Product" means the Web-based applications and underlying technology provided by S-Docs Inc. via the AppExchange and/or other designated websites, that are ordered as part of Purchased Services ("S-Docs Unlimited", "S-Sign").

      "Release" means the distribution of a collection of changes to a Purchased Service of S-Docs, Inc in the form of a managed package. All Releases are opt-in, meaning the Customer may choose whether to install them.

      "Contact" means qualified individuals knowledgeable in the internal systems, tools, policies, and practices in use by Customer and proficient users of the Software. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally.

      "Case" means each individual issue or incident with the Software Product reported to S-Docs Inc.

      "Documentation" means the collective resources such as user guides, documents, videos and forum posts publicly available on the S-Docs website at www.sdocs.com/knowledge-base/.

    3. Eligibility. Support for S-Docs is exclusively available to Purchased Services of S-Docs and is therefore not available for the free version of S-Docs. Support is available during the S-Docs Subscription Term (Term) and terminates when the Term expires. Users can submit cases via email (support@sdocs.com) or by telephone. S-Docs Inc. will use commercially reasonable efforts to promptly respond to each case, and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in S-Docs Inc's reasonable determination. It is possible that S-Docs Inc. is not able to offer a workable solution to a case.

    4. Availability. Access to the Support ticketing system is available 24X7 and responses are typically sent Monday-Friday from 9am-5pm Eastern Standard Time, excluding major US Holidays. Users must provide their company name and contact information to receive a response, and each case will be assigned a unique case number.

      Toll-free Customer Support telephone number for United States Customers: +1-800-519-3627
      Toll Calls for International Customers: +1-212-729-3222

    5. Target Initial Response. S-Docs Inc. will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below, depending on the severity level set on the case. Issues will be generally categorized and handled according to an assigned severity level as follows:


      Severity Level Description Target Initial Response Time
      Severity 1 The service is unavailable, resulting in critical impact on the operation. No workaround is available. 8 Hours*
      Severity 2 The service will operate, but its operation is severely restricted.   No workaround is available. 16 Hours*
      Severity 3 The service will operate with limitations that are not critical to the overall operation. 24 Hours*
      Severity 4 Inquiry regarding a routine technical request where a reasonable workaround is available.** 40 Hours*

      *Severity Level target initial response times include local business hours only and exclude weekends and US holidays.

      ** Information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users; reasonable workaround available.

    6. Premier Support Plan Included Items.
      S-Docs Inc. Support will provide Customers with the following:
      6.1. Web and phone-based submissions of Cases
      6.2. Unlimited access to documentation, including an online knowledge base of information and solutions that provides up-to-date information on the Software Product and a forum where Customer and other users of S-Docs can share information about how to use the Software
      6.3. Guidance and troubleshooting to Customer in connection with questions and issues arising from the following Customer activities with respect to the Software Product:
      6.3.1. Basic Configuration Issues: S-Docs Inc. will troubleshoot Customer’s configuration settings for existing installations of the Software Product.
      6.3.2. License Key and Provisioning Issues: S-Docs Inc. will help resolve any issues related to user provisioning, or issues with activating the Software Product.
      6.3.3. Usage Issues: S-Docs Inc. will answer Customer’s “how to” questions related to standard and intended Software Product usage by providing general guidance and Documentation resources.
      6.3.4. Efforts to Correct the Software: Pursuant to paragraph 9 of this Premier Support Plan, S-Docs Inc. will make commercially reasonable efforts to correct bugs or other errors in the Software Product.
      6.4. Questions that involve open standards based technologies, such as HTML and CSS, as they pertain to the Software Product.
      6.5. Provide Customer with guidance regarding Salesforce data mappings.
      6.6. Troubleshooting Salesforce configurations that are used in connection with S-Docs. This could include custom Salesforce Apex, VisualForce pages, Flows, Processes, Workflow Rules, or Connected app configurations.
      6.7. Creating or troubleshooting any custom SOQL queries that might be required to retrieve data from Salesforce.
      6.8. Advanced Configuration of S-Docs capabilities that may include S-Docs API, batch processing, integration with 3rd party services such as Amazon, Google, or E-Signature providers.
      6.9. Troubleshooting issues related to Salesforce-supported devices related to generating a document using the S-Docs provided pages.
      6.10. Training that may be needed to use the Software Product, including an on-demand education platform for the digital administration and delivery of all S-Docs educational courses and training programs.

    7. Exclusions - Items NOT included in Premier Support Plan.
      The Premier Support Plan does NOT include assistance with any of the following:
      7.1. Exclusively creating or converting your existing templates.
      7.2. Maintaining S-Docs templates that may require updates due to non-S-Docs controlled events such as, but not limited to, Salesforce Platform changes, changes made by Customer to their org or dependent resources, Salesforce critical updates, Salesforce instance relocation or Salesforce new releases. S-Docs makes continual efforts to address any Salesforce changes impacting our software in accordance with Salesforce policy.
      7.3. Build or make changes to custom solutions in a Customer org, including but not limited to Salesforce Apex, VisualForce pages, Flows, Processes, Workflow Rules, or Connected app configurations.
      7.4. Web browser plug-ins, add-ons, security settings, custom configurations, or other programs installed by the customer or their respective IT Departments that alter or interfere with the default browser behavior.
      7.5. Troubleshooting non-S-Docs products, services or technologies, including implementation, configuration and/or administration or use of third-party enabling technologies such as, but not limited to, other AppExchange products or Microsoft products.
      7.6. Configuration of hardware, software, networks or printers that are to be used in conjunction with S-Docs.

    8. Additional Costs for Professional Services.
      Customers who require assistance with items not covered in paragraph 6, such as the excluded items listed in paragraph 7, may enter into a separate Professional Services Agreement with S-Docs Inc., at an additional cost to the Customer.
      8.1. Professional Services are contracted through a Statement of Work ("SOW") that specifies the scope, cost, deliverables, timeframes and other key terms that the Customer and S-Docs Inc. must agree upon prior to work commencing.
      8.2. The rate provided is based on industry standards and is subject to change without notice.

    9. Limitations.
      9.1. Customer acknowledges and agrees that if S-Docs Inc. is unable to reproduce errors with some consistency, they may not be able to resolve the same, and the Case will be closed.
      9.2. Customer acknowledges and agrees that S-Docs Inc. is not required to correct every bug, error, or problem with the Software Product that Customers report to S-Docs Inc. or of which S-Docs Inc. is otherwise made aware and that S-Docs Inc. does not guarantee resolution times.
      9.3. Customer acknowledges that the Software Product capabilities are bound by the Salesforce platform and other limitations, which can cause errors and affect the Software Product usage. Those limitations are further described here: https://www.sdocs.com/knowledge-base/sdocs/understanding-document-formats/s-docs-limitations/. Customer acknowledges and agrees that S-Docs Inc. is not obligated to resolve any issues related to those limitations.

    10. Customer Obligations.
      10.1. Customer will ensure that when an authorized Customer Contact submits a Case, that individual will have full access and permissions required to troubleshoot the Case and is authorized to make recommended changes to the Customer’s Org and/or applicable Products to help troubleshoot or resolve the issue.
      10.2. Customer will give S-Docs Inc. reasonable access to the Software Product and systems where the Software Product is deployed as necessary for S-Docs Inc. to determine the cause of the problem and find a resolution. Customer may be asked to provide remote access to their salesforce.com account and/or desktop screen sharing for troubleshooting purposes. Customer is solely responsible for Customer’s data, information, and software, including making back-up copies and security. S-Docs Inc. strongly recommends Customers create backup copies of configuration files before any work is performed.
      10.3. Customer agrees to cooperate and work closely with S-Docs Inc. to help reproduce errors, including providing logs and conducting diagnostic or troubleshooting activities as reasonably requested and appropriate.
      10.4. Customer acknowledges that not implementing a Release may render the Software Product unusable. S-Docs Inc. may require an upgrade to the Software Product in order to continue providing Support if Customer has not made a reasonable effort to remain on Generally Available releases on the AppExchange. Customer assumes all risks arising from the failure to install such Software Updates.
      10.5. Customer acknowledges that a new Release of the Software Product may result in unforeseen consequences. Whenever a Customer upgrades to a new Release, the Customer will install and test said Release first in a test environment ("Sandbox") and be satisfied with the Release before installing the same in their production Salesforce org.

    11. Changes to Support Services Plan.
      S-Docs Inc. may modify Support Services for the Software Product from time to time, provided the level of service will not materially decrease during a subscription Term.
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