Customer Experience Plan (CEP)

Client Experience Plan Terms

General Terms

Client Experience Plan (“CEP”) benefits offered by Net at Work LLC (“NAW”) under this agreement commence with the beginning of the subscription/license agreement annual term for the covered software products. This agreement will remain in full force and effect for a one-year period or whatever other period is specifically referenced on the purchase agreement.

The agreement automatically renews upon completion of the then current subscription term unless cancelled with 30 days written notice.

CEP Plans Are Nonrefundable. Services commitments are not cancellable. No refunds will be issued for under-utilized plan benefits.

Upon expiration or termination of the agreement for any reason, Client acknowledges and agrees that Client is not entitled to, and NAW shall not have any obligation to, issue a refund or offset of any amount owed or paid to NAW by Client. NAW has no obligation to refund any amounts paid by you to NAW.

Support Services Terms

General

This Service Agreement is an arrangement between Client and NAW designed to provide telephone, e-mail, and online support for your day-to-day use of the solution. The agreement is tailored to provide core coverage for system usage issues, questions and advocacy with the software publisher for resolution of features that are not working properly. Other issues not associated with daily usage, such as customizations, end-user training or changes to the system setup or platform objects are not covered by Support Services but may be included in other CEP benefits described below. Issues of this nature may be identified by the support consultant during a support call and will be routed to your NAW Account Manager to address the specific situation. NAW’s goal is to provide the right solution with the highest level of service and integrity.

Support Services Definition

Support Services are defined as: The diagnosis of a client’s issue and discussion via phone or email of resolution methods. It may include consulting about interpretation of results, how to use the various features of the software, how to enter data, how to produce reports, how to add and secure users and the resolution of other usage questions. Support is also provided for documenting conditions when the software does not perform in accordance with its published specifications and logging such matters with the software publisher and generally acting as the client’s advocate in getting the matter resolved. Support services are not intended to provide formal user training, or to add new functionality into a Client’s system (i.e. building new reports, updating import formats, configuring new applications, interfaces, etc.)

Support Services Provided

1. Standard Telephone Support – NAW will provide telephone support related to the covered applications. Telephone support will be available between the hours of 9 AM and 6 PM ET Monday through Friday. NAW typically observes all national holidays. Client will be provided notification via e-mail of all holiday closures.
2. E-mail Support – Client may elect to request support via e-mail versus telephone. NAW will respond to e-mail inquiries via e-mail unless a telephone call is requested. E-mail support requests should be submitted to helpdesk@netatwork.com.

Other Support Services Agreement Assumptions

1. Support Calls are limited to topics described in this agreement and individual support calls are limited to twenty (20) minutes in length. Issues that require more than 30 minutes to resolve may result in a referral to your Account Manager for formal training or consulting services quoting.
2. Client understands and acknowledges that product and technical self-service support is available directly from the publishers of many of the products covered by the CEP. Information related to accessing customer portals and knowledge bases will be provided under a separate cover after the referenced systems are activated and portal credentials are issued.
3. Client will provide all information requested by NAW to aid in the support process, including data, report output samples, and remote access as may be required.
4. Client understands that NAW Support cannot provide accounting advice or other professional recommendations beyond the use of the software covered under this agreement.
5. Client acknowledges that some issues may require consultation or involvement from the respective software publisher(s) and cannot be resolved by NAW.

Training Services

Net at Work provides a variety of training options for clients. Training Services entitlements under the CEP program are designed to provide ongoing reinforcement for existing users and enablement training for new staff as they join your organization.

Group Online Training Events

Net at Work will offer group online training events from time to time. These events will be posted on the NAW website and promoted through client communications. These courses are offered for a fee that will be collected at the time of online registration. These fees are discounted for Core CEP subscribers.

Collaboration Services

Net at Work is committed to investing with you as a strategic partner throughout the lifetime of your use of the Net at Work solution.

Quarterly Business Review

In support of this commitment, Net at Work will schedule a Quarterly Business Review (QBR) with you and your team to review system utilization, roadmap, issues, opportunities and ongoing expansion of value. This remote session will be led by your Net at Work Account Manager and will be scheduled at a mutually convenient time.