This Support Policy for Aclaimant Services is entered as of the Order Form Effective Date and is governed by and made a part of the Agreement between Customer and Aclaimant. In the event of a conflict between the terms of this Support Policy and the terms of the Agreement, the terms of the Agreement will prevail. All capitalized terms not otherwise defined herein will have the same meaning as in the Agreement.

Support and Success Plan Offerings.

Aclaimant offers the following service and support packages, Aclaimant Standard and Aclaimant Premium.  Aclaimant Standard is included in the subscription fees for Aclaimant Services stated in the Order Form unless an alternative Support Level is specified.  Aclaimant Premium os offered for an additional fee, as an add-on to Standard Services. 

1. Scope of the Support and Success Services.

Each Service Level is made up of a collection of either implementation and training services or support and success services described in this Support Policy.

1.1 Support Levels.

Aclaimant Standard

Foundational implementation and training, or support and success with focus on baseline customer interaction and issue resolution.

Aclaimant Premium

An add on to Aclaimant Standard Services Care that includes strategic-focused and advanced guidance that goes beyond the foundational Services and engagement to help Customers get the most value from Aclaimant platform.  Aclaimant Premium includes additional, prioritized and elevated services as well as additional consultations on best practices, with more time spent with an assigned Customer Success Manager,

1.2 Service by Level

All Service interactions initiated by Customer are subject to definitions below.  Aclaimant support provides initial contact for  through the available support channels in English only.

The Services and success services are described in the table below. Capitalized Terms are further defined at the end of this Support Policy.

II. Services

A. Implementation and Training

i. Implementation Overview

Category Standard Implementation and Training Premium Implementation and Training
Implementation Meetings - 1 Kickoff Call 
- Up to 7 Discovery Meetings
- Up to 10 weeks of Build and Validation
- 1 Kickoff Call 
- Up to 7 Discovery Meetings
- Up to 10 weeks of Build and Validation
Form Setup Initial Setup Included Initial Setup Included
Workflow Setup Initial Workflow Setup Initial Workflow Setup 
User Setup Initial Setup Included Initial Setup Included
User Role Setup Initial Setup Included Initial Setup Included
Hypercare 4 weeks 6 weeks

 

ii. Training Overview

Category Standard Implementation and Training Premium Implementation and Training
Access to Aclaimant Standardized Training Guides via HelpCenter Yes Yes
Training Sessions (Train the Trainer) 2 Webinars Up To 1 Hour Each 2 Webinars Up To 1 Hour Each
Post Go Live Office Hours During Hypercare 1 session up to 1 hour each 2 sessions up to 1 hour each
Custom Training Materials None None
Training Sessions (field based) None 2 Webinar Up To 1 Hour

 

iii. Historical Data Load

Category Standard Implementation and Training Premium Implementation and Training
Historical Data Load - Incident Modules or Safety Modules

Data to be provided in Aclaimant format.

Aclaimant to perform 1 upload of data into the Aclaimant system.

Data can be provided in any format, Aclaimant to receive data and complete 1 (one) upload into system
Historical Data Load - OSHA Module

Data to be provided in Aclaimant format.

Aclaimant to perform 1 upload of data into the Aclaimant system.

Data can be provided in any electronic format (excel, csv), Aclaimant to receive data and complete (1) upload into system
Historical Data Load - Claims Modules

Data to be provided in Aclaimant format.

Aclaimant to perform 1 upload of data into the Aclaimant system.

Data can be provided in any electronic format (excel, csv), Aclaimant to receive data and complete (1) upload into system
Additional data load information - Aclaimant format Incident, Safety, or Claims info only, no tasks, files Includes Notes, Tasks, Files, Claims
Additional data load - Unstructured format Yes, see pricing table for cost Yes, see pricing table for cost

 

B. Support and Success

i. Support

Category Standard Support and CS Premium Support and CS
Support Center Access Unlimited Unlimited
Support Chat Access Included Included
Email Support Monday to Friday 9am - 5pm CST Monday to Friday 9am - 5pm CST
Telephone Support Monday to Friday 9am - 5pm CST Monday to Friday 9am - 5pm CST
Priority support routing No Yes

 

ii. Customer Success

Category Standard Support and CS Premium Support and CS
Assigned Customer Success Manager Yes Yes
Customer Transition Ramp Monthly meetings for 3 months post hypercare go live Biweekly meetings for 3 months post hypercare go live
CSM Check-Ins Ongoing Quarterly CSM Check-In Monthly CSM Check-In
Business Review Annual Bi-Annual
Rework (forms, smart tasks, dashboards, training materials, etc.) Up to 2 hour per month included Up to 4 hours per month included
Additional Rework - Day or Half Day Rates $600/half day
$1000/day rates
$600/half day
$1000/day rates
Feature Release Newsletter Yes Yes
Implementation Review and Tune-Up If Needed No Annual

 

6. Changes to Aclaimant's Service Policy

Aclaimant may modify the Aclaimant Service Policy from time to time, provided the level of service under each Service Level will not materially decrease during a subscription term.


Support Policy for Aclaimant v1.3 12/14/2021