Skuid Services subscriptions come with the following features:

  • Preventive and remedial services to maintain the Skuid Services in good operating condition and in compliance with all applicable specifications;
  • Updates to the Skuid Services;
  • Online access to technical support bulletins and websites for all updates and upgrades;
  • Access to the Skuid Community and knowledge base, which allows Skuid users of all levels to share insights, feedback, and offer advice to fellow Skuid users. The Skuid Community is also monitored by Skuid resources who provide answers to key questions and inform users of upcoming releases and issues that may impact the community at large.

Skuid offers the following Premium Support services (“Premium Support”) for an additional annual fee:

  1. PREMIUM SUPPORT FEATURES. Skuid provides Premium Support customers with access to Skuid Technical Support telephone line, email, and case management login for the initial reporting of problems, including:
    1. Access to Skuid technical support for an unlimited number of cases each year;
    2. Toll-free telephone support line that gives customers access to a pool of skilled Skuid certified support engineers who will answer questions, troubleshoot, and attempt to reproduce issues;
    3. By accessing Skuid’s cloud-based support case management system, Customer will have the ability to view a plan of action for each open case, including current status, next steps, and upcoming customer contact by Skuid technical support. Customer may also view its full history of Premium Support cases;
    4. Accelerated response times (compared to Skuid Essential Support);
    5. Escalation Updates, Actions, Management Calls.
    6. Probable Cause Analysis (PCA) Documentation. (PCA is a “lessons learned” report after a critical escalation);
    7. Monthly open and closed case report with summary of the closed case resolutions. Recommendations may accompany report regarding best practices and case history trending. Call to review report highlights is optional;
    8. Quarterly review by phone or in person to discuss reports showing support usage, incident and Skuid compliance with the set forth in this Schedule.; and
    9. Invitations for up to five members of Customer’s personnel to attend and participate in, without charge, (i) all user conferences and trade shows relating to the Skuid Services, and (ii) any meetings of any user group that determines or influences Skuid’s priorities for development of future upgrades. (Customer will be responsible for all costs incurred for travel, lodging, and meals.)
  2. PREMIUM SUPPORT PROCESS. Skuid Premium Support provides a managed process for issue resolution. Upon activation of a Skuid subscription, Customer will receive an introductory email assigning a Skuid Support Engineer (“SE”), and providing information regarding how to log cases and engage with Skuid technical support. Skuid SEs who are assigned to perform Premium Support will be (i) fully qualified to do so, and (ii) familiar with both the Skuid Services and Customer’s use of the Skuid Services:
    1. Case Management System. Up to five employees of Customer (“Contacts”) will have direct access to login to a secure case management system to submit, review, and privately track issues for Customer, and will have the ability to view a history of all cases logged on Customer’s behalf. Contacts should have administrator access and a thorough understanding of Customer’s software systems.
    2. Service Level Goals. Once Customer logs a case by phone, email, or Skuid’s case management system, Customer’s assigned SE will contact Customer within the response time set forth in the Service Level Goals table below, and will provide case logging, service level goals, and escalation access. The Issue Level is assigned by Customer at the time of initial communication to Skuid Technical Support.
    3. Problem Identification. During the Problem Identification Phase, a determination will be made as to whether the reported problem is internal or external to Skuid Services, and a workaround may be identified by Skuid and offered to Customer to minimize the impact of the issue while a permanent resolution is being prepared. Note that Skuid must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Skuid to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested. Subject to Customer’s approval on a case-by-case basis, Authorized Users may be asked to provide remote access to their Data Source account and/or desktop system for Skuid troubleshooting purposes.
    4. Service Level Goals
      Issue Level Description and Examples Response Time Problem Identification Phase Resolution Phase
      Level 1 Critical production issue affecting all Customer Users, including Skuid unavailability issues with no workaround available. 1-hour initial response time during support operations hours. Issue acknowledgement to customer within the same business day. Continuous work on diagnosis to commence immediately after acknowledgement. Daily progress report each business day during support operations hours. Continuous work until resolution during support operations hours. If error is determined to be caused by Skuid, resolution will be provided in an emergency patch or in a scheduled patch.
      Level 2 Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many Users and/or major functionality. No reasonable availability. Also includes time-sensitive requests. 4-hour initial response time during support operations hours. Issue acknowledgement to customer by the subsequent business day. Progress report every other business day during support operations hours. Continuous work during support operations hours until resolution. If error is determined to be caused by Skuid, resolution will be provided in a scheduled patch.
      Level 3 Performance issue or bug affecting some, but not all Users. Short-term workaround is available, but not scalable. Next business day initial response time. If issue is caused by Skuid, response to Customer within support operations hours within two business days following the initial communication. Customer updates at least once per week. Fix scheduled in next release.
      Level 4 Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of Users. Reasonable workaround available. Resolution required as soon as reasonably practicable. 1 week initial response time Issue acknowledgment to customer as soon as reasonably practical, typically within 5 business days. No reporting. As soon as reasonably practical.
    5. Progress Reporting. Customer’s assigned SE will provide an update on the status of the case and maintain a current Plan of Action.  This Plan of Action is available to Customer at any time through the case management system. The SE will also engage additional Skuid Technical resources as required to assist in escalated case resolution.  In the event the problem is related to interoperability with other software, your SE will assist you in communicating troubleshooting efforts that have taken place to the other vendor as part of the handoff.
    6. Follow-Up Reporting. The SE will incorporate the root cause analysis, lessons learned, and best practices moving forward into a report that will be distributed to Customer stakeholders and reviewed after the conclusion of an escalation.
    7. Technical Support Operations. The Skuid Technical Support team operates from 3:00 am to 9:00 pm U.S. eastern time (9:00 am to 3:00 pm CET) on weekdays, excluding bank holidays:
  3. EXCLUDED ITEMS. Skuid Premium Support does not include any of the following:
    1. Implementation of the Skuid Services;

      Assistance with non-Skuid products, services or technologies, including Data Platform implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;

      Assistance with Customer’s Data Platform provider’s username or password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator;

      Assistance with lockouts from Customer’s Data Platform due to incorrect login attempts. Users should contact their system administrator to unlock the account, or wait for the lockout period to expire;

      Assistance in developing User-specific customizations;

      Assistance with other applications, whether authored by Skuid, Customer or a third party; or

      Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.

  4. CHANGES TO PREMIUM SUPPORT. Skuid reserves the right to make reasonable changes to the features and exclusions of Premium Support upon notice to Customer.