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