Xactly Global Customer Support | Support Policy

Version 7 | April 24, 2020

Xactly Corporation – Confidential

Welcome

All Production Live customers in good standing have access to Xactly’s Global Customer Support (“Support”). For purposes of this policy, a “Production Live” customer shall mean an Xactly customer who has completed project signoff, detailed in the user acceptance testing (“UAT”) and production readiness confirmation (“PRC”), and a transition call introducing Support and Xactly Customer Success.

The mission of Support is to help Xactly customers have an exceptional user experience and to provide resources to answer questions about our products. Support encourages customers to contact us with “how to” questions, production issues, and general questions to help you with all Xactly solutions.

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 (applicable to all Xactly products)

Xactly Provisions

During the initial Xactly SPM deployment, Xactly professional services or a Xactly implementation partner will serve as your primary contact. After project signoff (UAT and PRC), your project manager will set up a transition call to introduce you to Support and Xactly Customer Success. Your project manager will participate in the call to ensure a smooth knowledge transfer and transition. This transition entails:

  • Introductions to Support & Xactly Customer Success: The Support & Xactly Customer Success management teams will become your main points of contact for any additional product needs or escalations.
  • 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 be placed in Support’s repository to aid Support in answering any future questions. In addition, prior to meeting for the formal transition to being a Production Live customer, the Support team and the project lead will participate in a formal knowledge transfer process.

Customer Provisions

As you transition from implementation to being a Production Live customer, please designate a primary authorized contact (or distribution group email) for matters related to your Xactly SPM instance. At a minimum one contact should be a trained user of the Xactly SPM that are 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.


Who Can Contact Support

Each customer should assign an administrator as the primary contact with Support. The primary contact is responsible for most of the direct communication between the customer 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.

Products Supported

Xactly offers Support for all Xactly products. The type of support you are entitled to depends on Xactly’s end-to-end sales performance management (“SPM”) suite purchased. Xactly’s SPM includes Xactly Incent Enterprise (“Incent”), Xactly Incent Express (“Express”), Xactly SimplyComp (“SimplyComp”), Xactly AlignStar for Salesforce (“AlignStar for Salesforce”), Xactly AlignStar Desktop (“AlignStar Desktop”), Xactly Obero (“Obero”), Xactly CEA ICM (“CEA”), and Xactly Sales Planning (“Sales Planning”).

Xactly provides support for Xactly Objectives, Xactly Insights, Xactly Inspire, and Xactly Benchmarking based on the SPM used with such product


Xactly locations

Xactly Offices and Locations
Xactly has offices around the world. Locations are listed below:

Xactly Locations Table

 

Support Hotline Numbers

Support can be contacted through the hotline number. Customers can call into the hotline number at any time. Responses to calls from support are based on the SLA Response for the SPM purchased.

Support Hotline Numbers


Support offerings and entitlements

Support Offerings: Customer Entitlements Overview

Support offerings and entitlement 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. *Premium and Premium PLUS are an additional cost and only available for Incent, CEA, AlignStar for Salesforce, and AlignStar Desktop.

Support Offerings


Express support offering

Communication Channels

You can contact Support for your Express product by email, through the Customer Support Portal, or by calling into the hotline number.


Support Entitlement

All Express customers shall receive standard Support. Standard Support includes SLA Response and phone support.


Contacting Support

Xactly offers email and phone support for all Express customers. The U.S. Hotline number is listed below. See Support Hotline Numbers for hotline numbers outside of the United States. Phone and email support are available to customer administrators only. End Users who reach out to Support will be redirected to their company’s primary administrator.

Support Hotline


Customer Support Portal

Xactly offers Express customers access to the Customer Support Portal as a central repository for customer case tracking. Customers can access the Customer Support Portal and see the status of their cases and get current status for any requests. The Customer Support Portal also 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

Support Coverage Times

Express customers will have email and phone support during business hours as listed below. Hours of operation are listed in Pacific time zone and not available outside these hours. Phone and email support exclude regional holidays.

During these email and phone support hours, Support will cover any issue relating to the use of the Express products and will investigate the issue as described in the Path to Resolution section of this policy. For support response times, see the Priority and Severity of Cases section.

Support Hours


SimplyComp support offering

Communication Channels

You can contact SimplyComp by e-mail, through the Customer Support Portal, or via the chat app in SimplyComp.


Support Entitlement

All SimplyComp are offered Standard Support Entitlement. Standard Support includes SLA Response and phone support for all cases.


Contacting Support

SimplyComp offers email and phone support for all SimplyComp customers. The U.S. Hotline number is listed below. See Support Hotline Numbers for hotline numbers outside of the United States. Phone and email support are available to customer administrators only. End Users who reach out to Support will be redirected to their company’s primary administrator.

Contacting Support - SimplyComp

Support Coverage Times
SimplyComp customers will have email and chat support during business hours as listed below. Hours of operation are listed in Pacific time zone and not available outside these hours. Phone and email support exclude regional holidays.

During these email and chat support hours, Support will cover any issue relating to the use of the SimplyComp products and will investigate the issue as described in The Path to Resolution section of this policy. For support response times, see the Priority and Severity of Cases section.

Support Hours


 
Alignstar for salesforce support offering


Communication Channels

You can contact Support for your AlignStar for Salesforce product by e-mail or by calling into the hotline number.


Support Entitlement

All AlignStar for Salesforce customers shall receive standard Support. Standard Support includes SLA Response and phone support.

  • AlignStar for Salesforce support is available to:
  • Provide assistance with installing AlignStar for Salesforce onto the Salesforce platform
  • Provide assistance with configuring AlignStar for Salesforce onto the Salesforce platform to work correctly
  • Provide advice and problem-solving assistance related to:
    • Use of AlignStar for Salesforce’s core functionality as it is designed, tested, and documented to be used
    • Loading and managing your datasets
    • Details on how AlignStar for Salesforce can best meet your organization’s needs and expectations
    • Working with you to develop alternative solutions to tasks and problems


Contacting Support

Xactly offers email and phone support for all AlignStar for Salesforce administrators. See Support Hotline Numbers for hotline numbers outside of the United States.

Support Email AlignStar


Support Coverage Times

AlignStar for Salesforce customers will have email and phone support during business hours as listed below. Hours of operation are listed in Pacific time zone and not available outside these hours. Phone and email support exclude regional holidays.

During these email and phone support hours, Support will cover any issue relating to the use of the AlignStar for Salesforce products and will investigate the issue as described in The Path to Resolution section of this policy. For support response times, see the Priority and Severity of Cases section.

Support Availability - AlignStar

 

Support Services

Xactly provides the following support services to AlignStar for Salesforce customers. The support and maintenance services include:

  • Quarterly ZIP Code updates
  • Quarterly drive time and adjacency database updates
  • Software updates, upgrades, enhancements, fixes and new releases (as available)
  • US map layer updates (as available)
  • Email technical support
  • Telephone technical support (see Contacting Support)


Alignstar desktop support offering


Communication Channels

You can contact Support for your AlignStar Desktop product by e-mail or by calling into the hotline number.
 

Support Entitlement

All AlignStar Desktop customers shall receive standard Support. Standard Support includes SLA Response and phone support.

AlignStar Desktop Support is available to:

  • Provide assistance with installing AlignStar Desktop
  • Provide advice and problem-solving assistance related to:
    • Use of AlignStar Desktop’s core software functionality as it is designed, tested, and documented to be used
    • Use of AlignStar Desktop with your supported peripheral hardware and other devices
    • Loading, storing, and managing your datasets and databases
    • Working with you to develop alternative solutions to tasks and problems


Contacting Support

Xactly offers email and phone support for all AlignStar Desktop administrators. See Support Hotline Numbers for hotline numbers outside of the United States.

Support Email AlignStar


Support Coverage Times

AlignStar Desktop customers will have email and phone support during business hours as listed below. Hours of operation are listed in Pacific time zone and not available outside these hours. Phone and email support exclude regional holidays.

During these email and phone support hours, Support will cover any issue relating to the use of the AlignStar Desktop products and will investigate the issue as described in The Path to Resolution section. For support response times, see the Priority and Severity of Cases section.

Support Availability - AlignStar


Support Services

Xactly provides the following support and maintenance services to AlignStar Desktop customers for the duration of their subscription term. An activated license is required for continued access to and use of the software. This ensures that all of our AlignStar Desktop customers have the most up-to-date software and map information. It also ensures that the Optimizer, Territory Expert™ and other features of the software will work properly. The support services include:

  • Quarterly ZIP Code updates
  • Quarterly drive time and adjacency database updates
  • Software updates, upgrades, enhancements, fixes and new releases (as available)
  • US map layer updates (as available)
  • Email technical support
  • Telephone technical support (see Contacting Support)

NOTE: ZIP Code updates, drive time data, adjacency data and map layer support are limited to the United States. Xactly reserves the right to add or remove map layers as needed without notice.


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 provide customers with a list of all enhancements made to Incent during the scheduled maintenance.

Xactly will make every effort to initiate the target deployment window, but this cannot be guaranteed within the time listed.

●    Downtime < 10 min = 8 hours notification
●    Downtime < 4 hours = 24 hours notification
●    Downtime < 48 hours = 14 days notification


Obero support offering

Communication Channels

You can contact Support for your Obero product by e-mail.

Support Entitlement

All Obero customers shall receive standard Support. Standard Support includes SLA Response and phone support.

Contacting Support

Xactly offers email and phone support for all Obero customers. The U.S. Hotline number is listed below. See Support Hotline Numbers for hotline numbers outside of the United States. Phone and email support are available to customer administrators only. End Users who reach out to Support will be redirected to their company’s primary administrator.

Contacting Support - Obero

Support Coverage Times

Obero customers will have email and phone support during business hours as listed below. Hours of operation are listed in Pacific time zone and not available outside these hours. Phone and email support exclude regional holidays.

During these email and phone support hours, Support will cover any issue relating to the use of the Obero product and will investigate the issue as described in The Path to Resolution section. For support response times, see the Priority and Severity of Cases section.

Support Availability - Obero


Scheduled Maintenance

Xactly targets the maintenance on the Obero product during the days and times listed below:

Scheduled Maintenance - Obero


CEA support offering

Communication Channels

You can contact Support for your CEA product by e-mail, through the Portal, or by calling into the hotline number.


Support Entitlement

All CEA customers shall receive standard Support. CEA customers are entitled to Premium PLUS Support, subject to the payment of applicable fees. All Support includes SLA Response and phone support.


Contacting Support

Xactly offers email and phone support for all CEA customers. The U.S. Hotline number is listed below. See Support Hotline Numbers for hotline numbers outside of the United States. Phone and email support are available to customer administrators only. End Users who reach out to Support will be redirected to their company’s primary administrator.

CEA Hotline Number


Portal

Access to the Customer Support Portal is based on the SPM purchased (i.e. Incent, SimplyComp, or Express support emails). See the section on Customer Support Portal for the SPM purchased.

Support Coverage Times

CEA customers will have email and phone support during business hours as listed below. Hours of operation are listed in Pacific time zone and not available outside these hours. Phone and email support excludes Regional holidays.

During these email and phone support hours, Support will cover any issue relating to the use of the CEA product and will investigate the issue as described in The Path to Resolution section of this policy. For support response times, see the Priorities and Severity of Cases section.

Support Availability


Sales planning support offering

Communication Channels

You can contact Support for your Sales Planning product by e-mail, through the Customer Support Portal, or by calling into the hotline number.

Support Entitlement

All Sales Planning customers shall receive standard Support. Standard Support includes SLA Response and phone support.


Contacting Support

Xactly offers email and phone support for all Sales Planning customers. The U.S. Hotline number is listed below. See Support Hotline Numbers for hotline numbers outside of the United States. Phone and email support are available to customer administrators only. End Users who reach out to Support will be redirected to their company’s primary administrator.

Sales Planning Hotline

Support Coverage Times

Sales Planning customers will have email and phone support during business hours as listed below. Hours of operation are listed in Pacific time zone and not available outside these hours. Phone and email support exclude regional holidays.

During these phone and email support hours, Support will cover any issue relating to the use of the Sales Planning product and will investigate the issue as described in The Path to Resolution section. For support response times, see the Priority and Severity of Cases section.

Support Availability


Incent support offering


Communication Channels

You can contact Support for your Incent product by e-mail, through the Community Portal, or by calling into the hotline number. Support will issue you access to the Community Portal as part of the transition to being a Production Live customer, or earlier, if applicable.


Support Entitlement

Xactly offers three Support entitlement offerings to Incent customers: Standard, Premium, or Premium PLUS. All Incent customers shall receive standard Support. Incent customers are entitled to Premium Support and Premium PLUS Support, subject to the payment of applicable fees. All Support includes SLA Response and phone support.


Contacting Support

Xactly offers email and phone support for all Incent customers. The U.S. Hotline number is listed below. See Support Hotline Numbers for hotline numbers outside of the United States. Phone and email support are available to customer administrators only. End Users who reach out to Support will be redirected to their company’s primary administrator.

  

Incent Support Offerings

 

Community Portal

Xactly offers Incent customers access to the Community Portal as a central repository for customer case tracking. Customers can access the Community Portal and see the status of their cases, including the current status of any requests. The Community Portal also 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

Support Coverage Times

During the Incent Support hours, Support will cover any issue relating to the use of the Incent 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.

Standard Support

All Incent customers receiving standard Support will have case support via the Community Portal and phone support during business hours as listed below. Access to the Community Portal will be available 24x7/365.


Premium Support

All Incent customers receiving Premium Support will have case support via the Community Portal and phone support 24x7/365. Access to the Community Portal will be available 24x7/365. The Community Portal and phone support include all regional holidays.

Premium PLUS Support

All Incent customers receiving Premium PLUS Support will have case support via the Community Portal and phone support 24x7/365. Access to the Community Portal will be available 24x7/365. The Community Portal and phone support include all regional holidays.

Only 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.

Incent Support Availability
Incent Support Availability

 

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 provide customers with a list of all enhancements made to Incent during the scheduled maintenance.

Xactly will make every effort to initiate the target deployment window, but this cannot be guaranteed within the time listed.

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:
Incent Periodic Table


Incent Trust Site*


Incent Trust Site is the Incent community's home for real-time information on system performance: http://www.xactlycorp.com/trust/

Support path to resolution (all xactly products)

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 entered in the Community Portal which is a part of Xactly’s CRM system and the case is marked as “Closed.”

Information to Provide

To expedite the resolution process, 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 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.

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.

Priority and severity of cases (all xactly products)

Priorities and Response Times

Case Severity and Prioritization coupled with a customer’s support entitlements (i.e. Standard, Premium, Premium PLUS) dictates how quickly Support will respond to a support request. If your 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

Support Severity and Priority


Escalation procedures (all Xactly products)


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). 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 (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 or professional services team members work on escalated issues, as applicable. Their objective is to solve the customer issue in a timely manner that is consistent with the assigned severity level.

Support Escalation Process


Support Case Closure

Support case closure will occur under the following circumstances:

  • All information is provided and there is agreement 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 to the original case.
  • The customer has been unresponsive after a minimum of three attempts spanning at least one week.
    • 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 management team.

Premium plus support

24 x 7/365
Premium PLUS Support is offered to Incent, CEA, AlignStar for Salesforce, and AlignStar Desktop customers. 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 phone or case comments directly.

Premium PLUS Subscription Detail
The following terms shall apply to Xactly’s delivery of Premium PLUS Support only:

  • Premium Support Specialist
    • Conduct and coordinate feature and functional guidance of Xactly products
    • Facilitate administrative task requests
    • Lead on status meetings and customer escalations
  • Organization Maintenance within Incent
    • Xactly will 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 Set-Up
    • Xactly Views administration
    • Xactly Incent dashboard/ pod set-up and maintenance
    • Mobile set-up and overview
  • eDocs & Approvals
    • 10 Hours per agree upon quarter (i.e. either fiscal or calendar) of workflow and document development

Premium PLUS Support Specialist

  • Provide customer with a single point of contact within the Premium PLUS Support organization. During standard business hours the Premium Support specialist will help deliver resolutions, drive escalations and provide details as needed.
  • The Premium Support specialist will be familiar with the customer’s business needs and their usage of the application
  • The Premium Support specialist will conduct regularly scheduled status calls, complete and oversee application feature maintenance, tasks and assist or oversee that cases are resolved by our experts
  • Review support trend analysis and make recommendations to help

Xactly Premium PLUS Maintenance & Tasks
Business related maintenance and task requests and/or other business specific updates are supported on a 10x5 basis.

  • Pre-defined Templates will be scoped and created by Xactly with direct input from the customer or a Professional Services consultant during the implementation cycle. The pre-defined templates must meet Xactly’s required standard and be formally agreed upon prior to engaging in maintenance and task related work.
  • Pre-defined Processes will be scoped and created by Xactly with direct input from the customer or Services implementer during the implementation cycle.
    • The pre-defined process templates must meet the required standard of Xactly Support and be formally agreed upon prior to engaging in processing and task related work.
  • Coordination of tasks and schedule of processing will be scoped and agreed upon by both parties with a minimum of 24-hour notice on processing and 12-hour notice on maintenance and tasks.
  • Premium PLUS maintenance and tasks exclude configuration objects (e.g., Rules, Plans, Formulas).

Analytics Dashboard and Detail
Premium PLUS will configure and set up Analytics widgets and assist in basic dashboard configuration. Basic dashboard configuration is included for existing reports only. Xactly Premium PLUS will assist in adding prompts and other filtering as needed for existing reports. Premium PLUS does not support the creation and development of new reports.

eDocs & Approvals
Premium PLUS will support the scope and build of workflows and conduct routing of eDocs up to 10 hours per quarter. Hours scoped or in excess of 10 hours per quarter may be considered billable work at the applicable rate per hour.

Customer Commitment
Customer agrees to take primary responsibility for the following tasks:

  • Project & Process Management
    • Assign a single point of contact for ongoing operations
    • Provide prompt and timely responses to inquiries and questions from Xactly
    • Conduct all user acceptance testing of configuration changes
    • Provide required deliverables and service requests based on the agreed project and operating procedures and schedules
    • Produce templates and workflows for Xactly processes


Information Required for Processing Task Related Requests:

  • Approved templates for new hires, position transfers, terminations, rates, and quota maintenance with documented processes for each as applicable
    • Templates and processes will be scoped and documented as part of the transition to Premium PLUS Production Support


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 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).