Xactly Global Customer Support Policy

Welcome to Xactly Support

All Production Live customers in good standing have access to Xactly Global Customer Support (“Support”). For purposes of this policy, a “Production Live” customer is an Xactly customer who has completed project sign-off,(upon user acceptance testing (“UAT”) and production readiness confirmation (“PRC”), followed by a transition call introducing Support and Xactly Customer Success. These steps are detailed below.

The goal of Support is to help ensure that Xactly customers have an exceptional user experience by providing expertise and resources to answer questions about our products, address issues you may be experiencing and help you understand how best to use your Xactly solution to meet your goals. We encourage you to contact us with “how to” questions, production concerns, and general questions about all Xactly solutions.

During Support hours, Support will answer questions relating to use of Xactly products and will investigate any issues as described in Priority and Severity of Cases section below.

Xactly’s provision of Support is subject to the terms and conditions set forth in your applicable product agreement and this policy.

Transition to Support

During the initial Xactly deployment, Xactly Professional Services or a Xactly implementation partner will serve as your primary contact. After project sign-off (UAT and PRC), your Customer Success Manager or a Customer Support Analyst will set up a transition call to introduce you to the Customer Support team. Your project manager and Customer Success Manager, if assigned, will participate in the call to ensure a smooth knowledge transfer and transition. This transition entails:

• Overview of the Support Process: Introduction to Xactly’s online support case management system, issue escalation procedures, response times, and key contact methods.
• Documentation and Knowledge Transfer: As part of the transition phase to production support, your project manager will provide you with all relevant documentation (such documentation may include, but is not limited to, operational guides, integration maps and design documents) prior to transitioning you to being a Production Live Customer. These documents will also be placed in Support’s document repository to provide historical context to help our Customer Support team better respond to your questions in the future. Before meeting for the formal transition, the Support team and the project lead will participate in a formal internal knowledge transfer process.

Customer Contacts

As you transition from implementation, please designate a primary authorized contact (or distribution group email) for matters related to your Xactly products. At a minimum, one contact should be a trained user of each Xactly product deployed. The customer representatives and their relevant contact information will be maintained in Xactly’s CRM system for ease of tracking and changing as needed. Please communicate changes in your primary contacts to either your Customer Success Manager or to the Customer Support team.

Support Coverage

Each customer will have access to case support via the Xactly Case Portal as well as voicemail (during business hours, depending on support level) as listed below.

	Standard	Premium	**Premium PLUS
Support Availability	Monday - Friday Excluding regional Holidays	365 days a year Including regional holidays	365 days a year Including regional holidays
*Case (via Community Portal) and Phone Support	8 AM - 6 PM	24/7	24/7
Community Portal (Knowledge Base)	24/7	24/7	24/7

*A Customer’s time zone is aligned to the location specified by the Customer in the applicable agreement.
**Premium PLUS Support: Scheduled processing that has been documented, approved, and coordinated with an Incent Premium PLUS analyst will be supported on a 24x7 basis. Maintenance and task requests and/or other business specific updates are supported on a 10x5 basis (8 AM – 6 PM).

Community Access (Incent Customers)

Access to the Community Portal will be available 24x7/365 to all Incent Customers regardless of support level.

Submitting A Support Case

Who Can Contact Support?

Each Customer will designate an administrator as the primary contact with Support. The primary contact is responsible for the direct communication between your company and Support.

End users should contact their company’s designated Xactly administrators for access requests and password resets. Any questions from end users that come through to Support will be rerouted to your company’s primary administrator.

Submitting a Support Case

All Xactly Incent Customers have access to the Xactly Community via their Incent login. Customer Administrators logged into Incent may access the Customer Support Portal to submit support cases. Customers not currently using Incent will be provided with an alternate link and login method to Community. The Customer Support Portal is a central repository for customer case tracking and provides valuable benefits:

• full access to historic support cases, providing resolutions and past solution details
• 24x7 online assistance through knowledge articles and community resources
• a method of sharing more documentation, general product information, upcoming release dates and times, and critical feature training dates
• a forum for customers to document enhancement requests or product ideas and promote them within the user community

Xactly Customer Support Phone Numbers

Support is also available by phone. Responses are based on the SLA Response outlined in the Priority and Severity section below.

Country Name	Country Code	Toll-Free Number
United States	1	888-275-9228
Germany	49	0800-180-0080
United Kingdom	44	0808-234-1961
Belgium	32	0800-76527
Netherlands	31	080-022-8732
Switzerland	41	0800-837-624
New Zealand	64	0800-441-958
Australia	61	1800-895-082

Support Offerings and Entitlements

Support offerings and entitlement for each Customer are based on the level of support purchased. You will receive a corresponding Service Level Agreement response for the support level you choose, each of which is described below (“SLA Response”). Xactly offers three Support options: Standard, Premium and Premium PLUS.

	Standard	Premium*	Premium PLUS*
SLA Response	Included in the purchase of all Xactly Products	Additional cost for the upgraded service providing 24X7 support	Additional cost for the upgraded service
SLA Response for all cases
Phone Support for all cases
First Priority Case Management	—
First Priority SLA Response for all cases	—
24x7 Process Monitoring (if applicable)	—
24x7/365 Support Availability	—
Quarterly Case Review with Tier 2 Support Team (by request)	—
Organization and Process Assistance	—	—
**Dedicated Support Analyst	—	—

*Additional fees apply – contact your Xactly Sale or Customer Success Representative for pricing
**The Dedicated Support Analyst will be the primary point of contact and responsible for oversight of all cases. Individual cases may be routed to other Xactly teammates to facilitate faster resolution.

Priority and Severity of Cases

Priorities and Response Times

Case Severity and Priority coupled with your chosen support level entitlements (i.e. Standard, Premium, Premium PLUS) will determine response times to support requests. If a request does not meet the Severity Level criteria defined below, Support may re-classify it appropriately.

NOTE: Premium PLUS tasks, maintenance, and processing will be prioritized based on scope and mutual prior agreement between the Customer and their Premium Support Specialist.

Severity and Priority

Determining severity and priority allows Support to identify the proper case queue ranking. The following demonstrates how they are determined:

SEVERITY
Severity	Issue Description/Criteria	Standard Response Times	Premium / Premium PLUS Response Times*
Severity 1 (S1) Blocker	Critical issue that affects all users, including system unavailability and data integrity issues with no workaround available. Includes data privacy and security issues.	60 minutes	30 minutes
Severity 2 (S2) Critical	Major functionality is impacted, or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. Also includes time-sensitive requests such as requests for processing or data review. No reasonable workaround available; or short-term workaround is available, but not scalable long term.	4 hours	1 hour
Severity 3 (S3) High	System performance issue or bug affecting some, but not all users. Workaround is available. Resolution required as soon as reasonably practicable.	6 hours	2 hours
Severity 4 (S4) Medium	Inquiry regarding a routine technical issue such as information requested on application capabilities, navigation, installation or configuration, or a bug affecting a small number of users. Reasonable workaround available.	8 hours	6 hours

 

Priority	Issue Description/Criteria
Priority 1 (P1) Critical	Process or data impact affecting payroll or deadlines, as a result the administration processes are impacted from moving forward (e.g., incorrect results).
Priority 2 (P2) High	Impact to administrative tasks or daily work and unable to move through processes efficiently.
Priority 3 (P3) Medium	Help or How-to request with minimal impact to daily administration.
Priority 4 (P4) Low	General question, no impact to feature or function, users license inquiry, or information request.

*In order to ensure a meaningful response and continuity, a non-critical Premium or Premium Plus case may not receive a response outside the business hours from the Support team member already working the case. Customer Support will set appropriate expectations with the case contact in these situations.

Periodic System Maintenance & Updates

Xactly will schedule periodic system maintenance to enable users to take advantage of new system Xactly will make every effort to initiate the target deployment window, but this cannot be guaranteed within the time listed.

Scheduled Maintenance (Incent)

Xactly deploys three types of software releases for its Incent offerings:

• Hot Fix: Release for urgent defect repairs
• Patch or Minor: Release for minor feature enhancements or a patch to repair defects
• Major: Release for feature enhancements and defect repairs

Each of these releases has an associated scheduled downtime, with advance Customer notice and a target deployment window, as defined in the following tables

Type of Release	Downtime	Advance Customer Notice	Target Deployment Window
Hot Fix	< 2 hours	At least 8 hours (if downtime is required)	6 – 7PM** (but can be anytime if an emergency)
Patch or Minor	< 4 hours	At least 24 hours	Friday, 6 – 10PM***
Major	< 48 hours	At least 14 days	Friday, 6PM – Sunday, 9PM****

*Times are listed in Pacific time zone (PST)
*2:00 AM GMT – 3:00 AM GMT
**2:00 AM GMT – 6:00 AM GMT
***Friday 2:00 AM GMT – Sunday 5:00 AM GMT

Scheduled Maintenance (OSM)

Xactly deploys two types of software releases for its OSM offering:

• Hot Fix: Release for urgent defect repairs
• Standard: Release for feature enhancements and defect repairs

Each of these releases has an associated scheduled downtime, with advance customer notice and a target deployment window, as defined in the following tables:

Type of Release	Downtime	Advance Customer Notice	Target Deployment Window*
Hot Fix	< 2 hours	At least 8 hours (if downtime is required)	10PM – 12AM** (but can be anytime if an emergency)
Standard Release*	< 4 hours	At least 24 hours	Sunday 12AM - Sunday 4AM***

*Times are listed in Pacific time zone (PST)
**Second and fourth Sunday of every month
***Sunday 8:00AM GMT – Sunday 12:00PM GMT

Scheduled Maintenance (Xactly Forecasting)

Xactly deploys two types of software releases for its Forecasting offering:

• Hot Fix: Release for urgent defect repairs
• Major: Release may contain feature enhancements and defect repairs

Each of these releases has an associated scheduled downtime, with advance customer notice and a target deployment window, as defined in the following tables:

Type of Release	Downtime	Advance Customer Notice	Target Deployment Window*
Major Release	No planned downtime	At least 14 days	Every 4 weeks** Friday OR Saturday 9PM
Hot Fix	No planned downtime	At least 8 hours (if downtime is required)	6PM – 7PM*** (but can be anytime if an emergency)

*Times are listed in Pacific time zone (PST)
**Second and fourth Sunday of every month
***Sunday 8:00AM GMT – Sunday 12:00PM GMT

Trust Site

The Xactly Trust Site is the home for real-time information on system performance across all products.

Support Path to Resolution

The Path to Resolution

When you contact Support, a series of processes are kicked off to ensure that all measures are being taken to address your needs as quickly and accurately as possible. This process includes the following steps, applicable to all Xactly products:

• When you log a case: The details of your request are entered into our online case tracking system and a support case number is assigned.
• A case owner is assigned to the case: Based on the nature of the request, the appropriate resource will be assigned to take ownership of the request and to manage through closure.
• Investigate the issue: The assigned case owner will attempt to answer or identify, recreate, and resolve the issue in Xactly’s environment, and/or walk through the details with you.
• A solution is proposed: Support will deliver a solution to answer or address the issue. This may be a plan that is executed by the Customer team, the Xactly team, or a combination of both teams.
• The support case is closed: Upon your agreement, the resolution detail entered in the Community Portal which is a part of Xactly’s CRM system, and the case is marked as “Closed.”

Case Resolution

The Xactly Support team will be responsible for the deployment of a case resolution except in the following situations:

• The final resolution involves a change that can be made by your company admin (front-end). Xactly will guide the admin through the change, typically through the use of a knowledge base article.
• The resolution involves altering custom code configuration on the Customer side. Xactly Support will work to identify such an issue as quickly as possible, and if you are unable to alter the configuration as needed, our Support team will engage our Professional Services or Customer Success teams to discuss next steps with you.
• An issue is determined to be a software defect request. Resolution will come via future maintenance release or hot fix deployed on a regular schedule. Your support case will remain open until a release date is confirmed and Xactly Support will communicate timelines as available.
• An issue is determined to be an enhancement to current functionality. Your support case will be closed with guidance on how to submit through the Ideas channel in Community.

Information to Provide

To expedite the resolution process, please have the following information readily available when you log issues:

• A detailed description of the nature of the issue.
  • Is there an example of the issue?
  • When did the issue first arise?
  • What were the anticipated outcomes and what was experienced?
  • Which participants did the issue impact?
  • Has the operation you are attempting ever been tried in the past and worked?
  • Which participants did the issue impact? What incentive plan is the payee on?
• Are any payroll deadlines impacted?
• Your preferred contact method and any other key information you think we should have.

Case Tracking

Xactly logs every phone call, voice mail, and email into a case tracking system, which is part of our CRM application. This is the system that is used to assign each support case to a Support agent and track the support request progress through the support lifecycle.

Escalation Procedures

If your problem cannot be resolved in a timely fashion, the Support representative assigned to your case will escalate appropriately (see Escalation Process below). Escalation will happen immediately if the customer issue is classified as a Severity 1 or 2 and there is no immediate resolution apparent.

When an issue is escalated, Support will determine which Xactly resources (e.g. Engineering, Professional Services) are required to affect a timely resolution. All customer issues will be triaged on a regular basis to ensure that high-priority issues receive the proper level of attention.

When issues are escalated, internal communication ensures that the appropriate levels of management are notified. Regular reports are provided to the executive management team highlighting outstanding customer problems.

Escalation Process

Xactly’s specialized engineers and professional services team members work on escalated issues, as applicable. Their objective is to solve Customer issues in a timely manner, consistent with the assigned severity level.

Severity Level	Assigned To	First Escalation	Second Escalation	Third Escalation
Severity 1	Level II Support	Level III Support	Engineering	–
Severity 2	Level I Support	Level II Support	Level III Support	Engineering
Severity 3	Level I Support	Level II Support	Level III Support	Engineering
Severity 4	Level I Support	Level II Support	Level III Support	Engineering

Support Case Closure

Support cases will be closed upon the following events:

• All information is provided and there is agreement that there is no further action to be taken.
• The Support team provides you with a resolution, but you are unable to implement/test the solution within a week.
  • Should the solution provided be tested following this time period and it is found to be ineffective, Support will open a new case, referencing the original case.
• You do not respond after Support tries to contact you at least three times during a 14 day period.
  • Should the issue need to be reopened, Support will create a new case that will reference the original case.
• Support cases may also be closed if they are considered “known issues” or if they are “as designed” with acknowledgement from the Customer (these could also be considered enhancement requests or change orders).
• Support determines the case is better directed to the implementation team or your Technical Account Manager (TAM); in these circumstances, Support will transfer your request to the Professional Services or Xactly Partner team, as applicable.

Premium Plus Support

24 x 7/365

As part of your Premium PLUS Support package, Xactly provides 24x7 Support 365 days per year.

Email-to-Case

Email-to-case support is provided for Premium PLUS Support customers only. This case creation method allows for auto case creation within the Community Portal under the sender’s name and account. Any future correspondence related to the case should be done via case comments or phone/video conference. Xactly Support will add additional troubleshooting notes to the case as needed.

Premium PLUS Support Analyst Overview

• A dedicated Premium PLUS Support team member will be assigned to your account before the Support transition meeting.
• This benefit provides you with a single point of contact for casework. During standard business hours your Premium Support analyst will help deliver resolutions, drive escalations and provide details as needed.
• Your Premium PLUS Support analyst will understand your business needs and usage of application(s)
• Your Premium PLUS Support analyst will conduct regularly scheduled status calls, complete and oversee application feature maintenance, and coordinate with other departments as necessary to drive issues to completion

Premium PLUS Additional Benefits

Other services provided by your Premium PLUS analyst include:

• For Organization Maintenance/Administration within Incent
  • Create, edit and update users, people, positions, and relationships (this includes hierarchy versioning)
  • Assign new hires to pre-built comp plans
  • Update records for terminated and transferred employees
  • Set up and maintain organization hierarchies
• Reporting and Dashboards
  • Assist in the generation of pre-defined payroll export file
  • Analytics widget & dashboard initial set-up
  • Xactly Views administration
  • Xactly Incent dashboard/pod set-up and maintenance
  • Mobile set-up and overview
• eDocs & Approvals
  • 10 hours per agreed upon quarter (i.e. either fiscal or calendar) of workflow and document development

NOTE: Premium PLUS maintenance and tasks exclude configuration objects (e.g., Rules, Plans, Formulas).

Time and Materials

The following items are not included under Premium PLUS. However, if applicable they can be provided on a paid time and materials basis by Xactly Professional Services or by a Xactly partner:

• Compensation Plan and Rule Changes
• Adjustments, Reconciliation & Approvals
• Custom Analytics Report Configuration and Design
• Modeling Initialization, Scenarios Design and Snapshots
• Sandbox Configuration and Organization Maintenance
• Xactly Views-Reconciliation and User Acceptance
• DELTA changes and configuration
• 24x7 Sandbox Copies
• Territory Maintenance and Reporting
• Best Practices and Planning

Premium PLUS maintenance and tasks exclude configuration objects (e.g., Rules, Plans, and Formulas).

OSM Support

Support Hours and SLAs

Support hours and response SLAs are outlined in the Support Offerings and Entitlements section above.

In addition to providing support services, Xactly Support will assist with minor product configuration changes including rule/logic changes, report XML changes, and assist with connection issues. Changes are considered ”minor” if Xactly Support estimates them to take one hour or less to complete. For more significant changes, Customers may use their own resources, utilize their Xactly technical account manager (TAM), or initiate a statement of work (SOW) for assistance from Xactly Professional Services or an Xactly partner.

OSM Developer Support

OSM Developer Support describes the range of support available to Customers on self-developed features and code.

Scope of Support

For Customers with the Xactly Operational Sales Management (OSM) Development offering, Xactly provides access to Form Builder documentation for building forms and reports, and dataset schemas.

While Xactly Support does not cover in-depth troubleshooting or resolution of issues introduced by Customer code, best-effort support will be provided to assist Customers with troubleshooting guidance and responses to How-To questions.

For questions regarding developing on the OSM platform, Xactly technical account managers (TAM), or Professional Services and Xactly partners can provide services to assist you with such development.

Developers on the OSM platform must complete Xactly Training OSM levels 1-4 to be eligible for available support services.

Extend Support

Support Hours and SLAs

Support hours and response SLAs are outlined in the Support Offerings and Entitlements section above.

In addition to providing support services, Xactly Support will assist with minor product configuration changes including rule/logic changes, and assist with connection issues. Changes are considered ”minor” if Xactly Support estimates them to take one hour or less to complete. For more significant changes, customers may use their own resources, utilize their Xactly technical account manager (TAM), or initiate a statement of work (SOW) for assistance from Xactly Professional Services or an Xactly partner.

Scope of Support

While Xactly Support does not cover in-depth troubleshooting or resolution of issues introduced by customer code, best-effort support will be provided to assist Customers with troubleshooting guidance and responses to How-To questions.

For questions regarding developing on the Extend platform, Xactly technical account managers (TAM), or Professional Services and Xactly partners can provide services to assist you with such development.