GENERAL
Moveworks Services & Support Packages are a subscription support offering that includes access to program resources that help all customers use and maximize their Moveworks product.
Services on Customer purchased Plus Package or Premier Package, will be provided to Customers Users in accordance with the description outlined in this document. Customers may incur additional Services & Support Plan charges as new subscriptions for included products are added to Customer’s Moveworks Platform.
Customer is responsible for evaluating any advice or guidance received from Moveworks as part of a Services & Support Package and for implementing any such advice and guidance.
SERVICES & SUPPORT PACKAGES
| Package Details | Essential | Plus | Premier | Platinum |
|---|---|---|---|---|
Moveworks Academy | Included | Included | Included | Included |
Moveworks Community | Included | Included | Included | Included |
Moveworks Documentation including Tutorials & Guides | Included | Included | Included | Included |
Support | ||||
Support Hours | 24/7 | 24/7 | 24/7 | 24/7 |
Support Ticket Submission | Support Portal | Support Portal | Email, Support Portal | Email, Support Portal |
Support Contact Licenses | 4 | 4 | 8 | 12 |
Support Account Manager (monthly reviews) | - | - | Included | Included |
Customer Success Engineer (expert consultation & configuration) | 5 hours/ Month | 10 hours/ month | 20 hours/ month | 40 hours/ month |
Named Customer Success Engineer | - | - | Included | Included |
CONTACTING SUPPORT
If you experience any issues with Moveworks, please reach out to our Customer Support Team by submitting a ticket through your Moveworks Support Portal. Please find the details on how to contact support here.
| Description | Essential | Plus | Premier | Platinum | |
|---|---|---|---|---|---|
| Case Submission | Customers can contact Moveworks Support via Moveworks Customer Portal at https://my.moveworks.com/, to submit a ticket. | ||||
| Initial Response Tier | Severity 1 - Critical
| 1 hour 24x7 | 1 hour 24x7 | 30 minutes 24x7 | 30 minutes 24x7 |
Severity 2 - High Key features not operating as documented, that impact a majority of users (e.g., ticket creation is consistently failing, apps not getting provisioned, Campaigns not getting delivered to majority of users) | 4 hours 24x7 | 4 hours 24x7 | 1 hour 24x7 | 1 hour 24x7 | |
Severity 3 - Medium Bot remains functional but Issues with performance impact, or features not operating as documented, that impact a minority of users (e.g., Bot is not returning an expected KB Article, form or software, Bot missed to notify the user about an update) | 8 hours 24x7 | 8 hours 24x7 | 4 hours 24x7 | 4 hours 24x7 | |
Severity 4 - Low Non-critical change requests (e.g., Enable specific external knowledge in the bot) | 16 hours 24x7 | 16 hours 24x7 | 8 hours 24x7 | 8 hours 24x7 | |
DESIGNATED CONTACT (PLUS, PREMIER & PLATINUM ONLY)
“Designated Contacts” are Users Customer identifies as primary liaisons between Customer and Moveworks for technical support and for requesting Customer Success Engineer hours support. Customer shall identify and maintain at least one (1) Designated Contact. Customer shall notify Moveworks whenever Designated Contact responsibilities are transferred to another User. Customer’s Designated Contacts shall be responsible for:
Overseeing Customer’s support case activity
Developing & deploying troubleshooting processes within Customer’s organization
Resolving password reset, username and lockout issues for Customer
Requesting for Customer Success Engineer’s hours for expert consultation
Bring appropriate Customer Subject Matter and/ or Technical Experts as requested by Moverworks to the sessions scheduled with Moveworks Customer Success Engineer.
Customer shall ensure that Designated Contacts:
Have completed the Capabilities coursework available on Moveworks Academy
Have completed My Moveworks : SSO, Access, Roles & Permissions for My Moveworks Owners and administrators course on Moveworks Academy
Are knowledgeable about the applicable Movework products in order to help resolve, and to assist Moveworks in diagnosing and triaging it.
Schedule the available Customer Success Engineer hours for the month ahead of time providing more than 24 hour notice to Moveworks
REPRODUCING ERRORS
Moveworks must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Moveworks to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Customer’s approval on a case-by-case basis, Users may be asked to provide remote access for troubleshooting purposes.
EXPERT CONSULTATION & CONFIGURATION
Plus, Premier and Platinum Packages
Customer Success Engineer Hours
The applicable Customer Success Engineer hours available per month (as set forth in the Packages table above) can be requested by Customer’s Designated Contact to get expert consultation and configuration help from a Moveworks Customer Success Engineer in the following areas.
Ad-hoc basic hands-on configuration to enable new features of the Moveworks Platform leveraging Moveworks Setup (self-service tool).
Expert consultation on Moveworks Product in support of Customer’s use case and the path to deliver on the use case.
Live screen-share working sessions with Customer developers to provide expert guidance.
Troubleshooting advanced technical issues around the Moveworks Platform.
Consultation on Moveworks Agent Studio, which includes UX mockups (Moveworks Purple Chat), design pattern guidance, 3rd party API advice & use case viability to support the customer identified use cases.
Moveworks Agent Studio use case recommendations.
Provide overview of Moveworks Platform to new team members upon request from Customer.
Additional live virtual education sessions as your projects and teams require
On Customer request - participation in Customer’s recurring meetings with Moveworks Customer Success Manager (CSM).
On Customer request - Helping with access to Moveworks support portal, Analytics dashboard, Moveworks Academy, Control Center, Employee Experience Insights (EXI).
The hours included in the Services & Support Packages are only available in the month they are to be used and any unused hours cannot be rolled over to the subsequent months in the term of the agreement. The consultation and configuration sessions will be remote and via virtual online meetings. CSE Hours are available during normal business hours Monday to Friday 8 AM to 5 PM local time where the customer is based. For after business hours and weekend support from CSE, Additional Hours can be purchased from Moveworks for a fee by contacting Moveworks Account Executive or Moveworks Customer Success Manager.
EXCLUSIONS
Services & Support Packages do not include any of the below:
Agent Studio Development activities - Build, launch and post launch support of Customer use cases in Customer’s Agent Studio environment.
Migration of Bot from existing ITSM (ServiceNow, Jira, Ivanti, Zendesk etc.) environment to another ITSM environment.
Migration of Bot from existing Chat (Slack, Teams, GChat) environment to another Chat environment.
Migration of Bot from one Datacenter to another Datacenter.
Implementation of Movework Platform and/or add-on solutions.
Implementation of Bot to support a new ITSM / HR system in addition to the existing ones.
Implementation of Moveworks Bot in Sandbox instance.
Implementation of Moveworks On-Prem Agent in Customer’s environment.
If Customer chooses to bring these activities into scope through the purchase of additional Professional Services as set forth in the applicable Statement of Work and Order Form, the rates for such services shall start at $300 per hour and will be determined by Moveworks in their sole discretion depending on the services requested.
SERVICE & SUPPORT PACKAGE MATERIALS
Any materials provided by Moveworks to Customer as part of a Services & Support Package are the confidential information of Moveworks and may not be copied, disclosed or distributed to anyone other than Customers’ Users entitled to receive the applicable Services & Support Package. Moveworks retains ownership of all intellectual property rights in the materials and reserves all rights in the materials not expressly granted to the Customer.
CHANGE TO SERVICE & SUPPORT PACKAGES
Moveworks may modify the Packages from time to time, provided the level of service under the plans will not materially decrease during a subscription term.