Version 8 | April 11, 2022
Xactly Global Customer Support | 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 signoff (as detailed in the user acceptance testing (“UAT”) and production readiness confirmation (“PRC”), and participated in a transition call introducing Support and Xactly Customer Success.
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 issues, and general questions about all Xactly solutions.
During Support hours, Support will cover issues relating to the use of Xactly products and will investigate any issues as described in The Path to Resolution section. For support response times, see the Priority and Severity of Cases section.
Xactly’s provision of support is subject to the terms and conditions set forth in customer’s applicable product agreement and this policy.
Transition from Implementation to Production Support
Transition To Support
During the initial Xactly deployment, Xactly Professional Services or an Xactly implementation partner will serve as your primary contact. After project sign-off (UAT and PRC), your project manager will set up a transition call to introduce you to the 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 aid with the answering of any future questions. Prior to 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 to Support, 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 that is deployed. The customer representative(s) 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 contacts to either your Customer Success Manager or to the Support team.
Support Coverage
All customers will have case support via email and phone during business hours, depending on their support level, as listed below.
Hours
All customers will have case support via email and phone during business hours, depending on their 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* | 8AM - 6PM | 24/7 | 24/7 |
| Community Portal*** (Knowledge Base) |
24/7 | 24/7 | 24/7 |
*A customer’s contracted time zone is aligned to the location of the primary administrator identified at the time of contract signature.
**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. For more information on Premium PLUS please reference Premium PLUS section below.
***Community Access (Incent Customers)
Access to the Community Portal will be available 24x7/365 to all Incent customers regardless of support level. This access will be extended to all customers in Q2 2022.
Submitting A Support Case
Who Can Contact Support?
Each customer will designate an administrator as the primary contact with Support (the “Primary Contact”). The Primary Contact is responsible for the communication between customer (including its end users) 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 the Primary Contact.
Submitting a Support Case (Incent Customers)
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 in Xactly Community to submit support cases. The Customer Support Portal is a central repository for customer case tracking and provides:
- Customers 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
Community Portal Access will be extended to all customers in Q2 2022.
Submitting a Support Case (All Other, non-Incent Customers)
All non-Incent customers may submit a Support case via email or phone as outlined below:
| Product | Email Address |
|---|---|
| Express | expresssupport@xactlycorp.com |
| SimplyComp | simplycompsupport@xactlycorp.com |
| Alignstar | alignstarsupport@xactlycorp.com |
| Obero | oberosupport@xactlycorp.com |
| CEA | ceasupport@xactlycorp.com |
| AQP/OSM | aqpsupport@xactlycorp.com |
| Xactly Forecasting | xfsupport@xactlycorp.com |
Xactly Customer Support Phone Numbers
Support may also be contacted by phone. Responses to calls to support are based on the SLA Response outlined in the “Priority and Severity of Cases” section below.
| Country Name | Country Code | International 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: Customer Entitlements Overview
Support offerings and entitlements for each customer are based on the level of support purchased. The customer will receive a corresponding Service Level Agreement response for such support level as described below (“SLA Response”). Xactly offers three Support options: Standard, Premium and Premium PLUS.
| Standard Included in the purchase of all Xactly Products |
Premium* Additional cost for the upgraded service providing 24X7 support |
Premium PLUS* Additional cost for the upgraded service |
|
|---|---|---|---|
| SLA Response for all cases | X | X | X |
| Phone Support for all cases | X | X | X |
| First Priority Case Management | X | X | |
| First Priority SLA Response for all cases | X | X | |
| 24x7 Process Monitoring (if applicable) | X | X | |
| 24x7/365 Support Availability | X | X | |
| Quarterly Case Review with Tier 2 Support Team (by request) | X | X | |
| Organization and Process Assistance | X | ||
| **Dedicated Support Analyst | X |
*Premium and Premium PLUS are an additional cost and are currently not available for SimplyComp and Express – contact your Xactly Sales or Customer Success Representative for pricing.
**The Dedicated Support Analyst will be the primary point of contact and responsible for oversight of all cases. From time to time, individual cases may be routed to other Xactly team members to facilitate faster resolution.
Priority and Severity of Cases
Priorities and Response Times
Case Severity and Prioritization coupled with a customer’s support entitlements (i.e. Standard, Premium, Premium PLUS) drives prioritization for response 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
By providing the necessary combination of severity and priority, Support will identify the proper case queue ranking. The severity and priority selection are reflective of the following detail:
| 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. Data privacy or security issue. | 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. 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 | |||
|---|---|---|---|
| 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. | ||
Periodic System Maintenance & Updates
Xactly will schedule periodic system maintenance to enable users to take advantage of new system features and functions. All customers will be notified of planned system maintenance in advance, and every effort will be made to schedule maintenance on weekends or after hours.
Xactly will make every effort to initiate the target deployment window, but this cannot be guaranteed within the time listed.
Scheduled Maintenance (Incent & Xactly Forecasting)
Xactly deploys three types of software releases for its Incent offerings:
- Hot Fix: release for urgent defect repairs
- Patch or Minor: release, where a patch is for defect repairs and a minor release may also include small feature enhancements
- Major: release has both large feature enhancements plus 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 table:
| Type of Release | Downtime | Advance Customer Notice | Target Deployment Window (times listed in Pacific time zone) |
|---|---|---|---|
| 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*** |
* 2:00AM GMT – 3:00AM GMT
** 2:00AM GMT – 6:00AM GMT
*** Friday 2:00AM GMT – Sunday 5:00AM GMT
Incent Trust Site
Incent Trust Site is the Incent community's home for real-time information on system performance.
Scheduled Maintenance (OSM)
Xactly deploys two types of software releases for its OSM offering:
- Hot Fix: release for urgent defect repairs
- Standard Releases: 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 (times listed in Pacific time zone) |
|---|---|---|---|
| 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* |
* Second and fourth Sunday of every month
** Sunday 8:00AM GMT – Sunday 12:00PM GMT
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. The 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 the customer.
- 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 customer agreement, the resolution detail is entered in the case 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 a customer administrator (front-end). Xactly will guide the administrator 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 the customer is unable to alter the configuration as needed, Xactly Support will engage our Professional Services or Customer Success teams to discuss next steps with you.
- An issue is determined to be a bug or enhancement request. In both cases, resolution will come via a future maintenance release or hot fix deployed on a regular schedule. Your support case will remain open and Xactly Support will communicate timelines as available.
Information to Provide
To expedite the resolution process, please have the following information readily available when you log issues:
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
Escalation Procedures
If your problem cannot be resolved in a timely fashion, the Support representative assigned to your case will escalate appropriately (see Escalation Table below). The 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 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 Table
| 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 case closure will occur under the following circumstances:
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 Analyst Overview
- Premium PLUS Analyst is assigned to the customer prior to Support transition meeting and provides the customer with a single point of contact for casework. During standard business hours the Premium PLUS Analyst will help deliver resolutions, drive escalations and provide details as needed.
- The Premium PLUS Analyst will understand customer’s business needs and usage of application(s).
- Premium PLUS 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 duties/services provided by your Premium PLUS Analyst include:
- 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 that is being attempted ever been tried in the past and worked?
- Which participants did the issue impact? What plan is the payee on?
- Are there any payroll deadlines being impacted?
- Your preferred contact method and any other key information.
- All information is provided and there is agreement with the customer that there is no further action to be taken.
- A resolution has been provided to the customer, but the customer cannot implement/test the solution within a week.
- Should the solution provided be tested following this time period and it is found to be ineffective a new case will be opened, referencing the original case.
- The customer has been unresponsive after a minimum of three attempts spanning 14 days.
- Should the issue need to be reopened a new case will be created 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).
- The case has been determined to be a request for the implementation team and the request has been transferred to the Professional Services or Xactly Alliances team.
- Premium PLUS Analyst is assigned to the customer prior to Support transition meeting and provides the customer with a single point of contact for casework. During standard business hours the Premium PLUS Analyst will help deliver resolutions, drive escalations and provide details as needed.
- The Premium PLUS Analyst will understand customer’s business needs and usage of application(s).
- The Premium PLUS 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.
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 and if applicable can be provided on a time and materials basis by Xactly Professional Services or by an 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
* Time and Materials services are available to all customers.
Exclusions
Xactly Premium and Standard Support services may not be engaged for the following activities, including but not limited to:
- Performing Xactly Professional Services
- Delivering Xactly Premium PLUS Support services
- Defining customer’s plan requirements, business processes, etc.
- Administration or management of the Service
Xactly Premium PLUS Support services may not be engaged for the following activities, including but not limited to:
- Performing Xactly Professional Services
- Defining customer’s plan requirements, business processes, etc.
- Administration or management of the Service outside the scope of the Premium PLUS Support service
Locations
