Intelligence Products
Support Scope Policy
Intelligence Studio | Intelligence Connect (MCP)
Overview
This document describes the support scope for Intelligence Studio and Intelligence Connect (MCP), as well as what falls outside that scope. Understanding this boundary helps you get the right help quickly and set accurate expectations within your organization.
This document provides operational guidance only and does not modify the applicable agreement between Xactly and the customer, including any warranties, service levels, remedies, or limitations of liability. Support remains subject to the customer's purchased offering, applicable support plan, supported configurations, and Xactly lifecycle policies.
The core principle is that Xactly supports the Xactly platform and its documented tools within the scope of the applicable agreement and documentation. How any AI model interprets, presents, or acts on data (Claude, Microsoft Copilot, ChatGPT, Glean, or another client) is governed by that model's own behavior and is outside Xactly's control and support scope.
Nothing in this policy alters the parties' obligations under any applicable data processing, confidentiality, or security terms governing the Xactly platform. Suspected security or privacy incidents should be reported through the channels specified in the applicable agreement.
What Xactly Supports
Intelligence Studio Platform
Xactly provides product support for Intelligence Studio in accordance with the applicable agreement and documentation, including the agent builder, agent runtime, out-of-the-box (OOTB) agents, publishing, and platform availability. If the platform itself is not working as documented in a supported configuration, that is an Xactly support issue.
OOTB agents — Insights Agent, Extend Builder, and Data Exploration — are supported in accordance with the applicable agreement and documentation. Raise a support case as you would for any Xactly product.
Intelligence Connect MCP Server
Xactly supports the Intelligence Connect MCP server in accordance with the applicable agreement and documentation, including its availability, documented tool behavior, Xactly-controlled authentication mechanisms, and the operation of its data retrieval and processing functions. Xactly does not control or warrant the accuracy, completeness, or timeliness of data supplied by customers, third parties, or source systems.
If the MCP server is unavailable, fails to retrieve or process data as documented, or fails to authenticate within Xactly's controlled environment, that is a Xactly support issue, subject to the applicable agreement and documentation.
What Falls Outside Xactly's Support Scope
Third-Party AI Client Behavior
Intelligence Connect works with a range of AI clients. However, Xactly cannot reproduce, test, or influence the behavior of third-party AI platforms. Issues with how your AI client interprets, presents, or acts on data returned by the Xactly MCP server should be directed to your AI platform vendor.
This includes response quality and phrasing, model reasoning, response variance across sessions, and configuration of your AI platform (tokens, redirects, network routing).
AI Output Quality and Non-Determinism
AI-generated responses are inherently non-deterministic — the same input may produce different outputs across sessions. This is a characteristic of large language models, not a defect in Xactly's platform. Xactly cannot guarantee the accuracy or consistency of AI-generated responses produced by third-party models.
If an output concern may result from the operation of the Xactly data layer (e.g., a compensation figure does not match the applicable source data), raise a support case. Xactly will investigate whether the Xactly data layer operated as documented. If the data layer operated correctly and the concern results from how an AI model interpreted or presented the data, the issue falls outside Xactly's support scope and should be directed to your AI vendor.
Customer-Built Agents
Intelligence Studio provides a builder environment for you to create your own agents. Rights in customer-built agents and their components are governed exclusively by the applicable agreement. Xactly retains all rights in its platform, services, tools, templates, documentation, data models, and related technology. Xactly supports the platform your agent runs on and the Xactly data tools it calls in accordance with the applicable agreement and documentation, but your agent's prompt design, workflow logic, tool selection, and output quality are outside Xactly's support scope.
If your agent returns unexpected results, our support team can help you determine whether the issue lies in the Xactly data layer (a platform issue we own) or in your agent's configuration (your responsibility).
Agents Co-Developed with Xactly Assistance
Where Xactly has assisted in developing an agent solution, any support for that solution is limited to the scope, term, and conditions expressly stated in the applicable statement of work or other written agreement. Modifications made after handover or behavior outside the agreed scope fall to you, as the agent owner.
Contact your Customer Success Manager to engage the appropriate Xactly team if you need to revisit or extend a co-developed solution.
Intelligence Assistants Built Outside the Intelligence Studio
Some customers connect to the Intelligence Connect MCP server directly and build assistant experiences within their own AI platform — without using Intelligence Studio at all. In this scenario, Xactly's support is limited to the MCP server's operation within Xactly's environment, in accordance with the applicable agreement and documentation. Support does not extend to the customer's assistant, AI platform, integration architecture, or other customer-controlled or third-party components.
The assistant design, the AI client environment, and the end-user experience are entirely your responsibility. This includes how the assistant is configured, how it presents information, how it handles user queries, and how it connects to the MCP server. Issues in any of these areas should be directed to your AI platform vendor or your internal technical teams.
If you believe the MCP server itself is the source of a problem — including a failure to retrieve or process data as documented, unavailability, or an authentication failure within Xactly's controlled environment — raise a support case, and we will investigate the Xactly layer in accordance with the applicable agreement and documentation.
Summary
| Area | Xactly Supports | Outside Xactly's Support Scope |
|---|---|---|
| Intelligence Studio Platform | Builder UI, agent runtime, publishing pipeline, platform availability, and reproducible defects in supported configurations, subject to the applicable agreement and documentation | Agent logic, prompt design, or workflow design created by you or a third party |
| Out-of-the-Box Agents (Insights, Extend Builder, Data Exploration) | Full product support — functionality, bugs, availability | Customizations beyond documented configuration |
| Intelligence Connect MCP Server | Server availability, documented tool behavior, Xactly-controlled authentication, and operation of Xactly-controlled data retrieval and processing functions, subject to the applicable agreement and documentation | AI client behavior, output quality, response variance |
| AI Client Integration (Claude, Copilot, ChatGPT, Glean, etc.) | Guidance on connecting to the Xactly MCP server using supported, documented configurations | Third-party AI platform behavior, your-side configuration, network/auth on your side |
| Customer-Built Agents (in Intelligence Studio) | Platform the agent runs on; Xactly data/tools the agent calls | Agent design, prompt logic, tool selection, output quality — you are responsible for what you build |
| Intelligence Assistants Built Outside Intelligence Studio | MCP server operation within Xactly's environment, subject to the applicable agreement and documentation | All assistant design, AI client configuration, user experience, and integration architecture — entirely your responsibility |
| Co-Developed Agents (built with Xactly assistance) | Platform infrastructure; issues within the agreed solution scope — contact your CSM | Modifications after handover; behavior outside the agreed scope |
Getting the Right Help
- Platform or data issue: Raise an Xactly support case through your standard channel.
- AI client behavior or output quality: Contact your AI platform vendor (Anthropic, Microsoft, OpenAI, Glean, etc.).
- Intelligence Assistant built outside IS — suspected MCP server issue: Raise an Xactly support case; issues outside the MCP server's operation within Xactly's controlled environment go to your AI vendor or internal IT.
- Co-developed solution query: Contact your Customer Success Manager.
- Customer-built agent guidance: Consult Xactly documentation and best-practice guides in Xactly University.
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