Evolution Global Support Terms
Effective 11/1/2023
2. Access to Self-Help Materials
Evolution Global has numerous options available for Customers seeking self-help in addressing questions about the Services. Customers are responsible for evaluating any guidance found through these self-help options, which do not constitute Support. The self-help options are:
Documentation- Our Documentation library offers extensive information for using and configuring our Services. Available at: https://filetrac.freshdesk.com/support/home
Evolution Global Learning Center - The Evolution Global Learning Center offers pre-recorded video courses for learning about our platform. Available at: https://filetrac.freshdesk.com/support/home
Evolution Global Community - The Slack Community program, delivered external from the Services, is a network built by Evolution Global users for Evolution Global users to help each other find answers to questions or to share product tips and tricks. This means that the information in the Community is not provided by Evolution Global as part of Support. The Community can be accessed at: https://filetrac.freshdesk.com/support/home
3. Basic Support Plan
3.1. Support Requests
Customers may leverage the following channels to contact Evolution Global Support. Please see the section below titled“ Contacting Evolution Global Support” for details on hours and initial response times.
Support Portal -Create and manage your Support tickets through Evolution Global’s online Support Portal, available at: https://filetrac.freshdesk.com/support/home
Live Chat -Live chat within the Services. After logging into the Evolution Global web application or in the support portal, click the “Live Chat” button in the navigation menu to access Evolution Global Live Chat Support. Live chat is only available 9am - 5pm (EDT/EST), Monday through Friday.
Email - support@evolution.global
4. Business Support Plan
Customers that purchase Business Support or receive it in an included tier will have access to all the resources identified above for the Basic Support Plan, plus the following additional Business Support resources:
4.1. Phone Consultations
Through the support channels identified above, Customer may make a request for a call or video conference so that Customer’s team can discuss support issues live with Evolution Global support personnel. Upon receipt, the Evolution Global support team will provide Customer with scheduling options.
4.2. Global Connect Team
A team of support specialist prioritized to providing Premier Support to assist Customers with the more technical aspects of issues.
4.3. Development Resources for Reports and Training
The Business Support Plan includes the following development and Training Services:
Design Fee for Development
$150.00
Development:
All requests are subject to a Design Fee equal to one hour
$200.00 per hour
Custom Standard Report:
This includes no advanced calculations and straight data formatting
$500.00 Flat Fee
Custom Complex Report:
This includes advanced calculations and data formatting
$1,000.00 Flat Fee
Training Minimum:
1 hour and then charged in 15-minute blocks
$100.00 per hour
Custom Webinar:
Maximum of 25 users:
All hours in preparation and execution for the Webinar shall be billed at this rate
$150.00 per hour
Design Fee for Development:
Included
Development:
All requests are subject to a Design Fee equal to one hour
$200.00 per hour
Custom Standard Report:
This includes no advanced calculations and straight data formatting
$500.00 Flat Fee
Custom Complex Report:
This includes advanced calculations and data formatting
$1,000.00 Flat Fee
Training Minimum:
1 hour and then charged in 15-minute blocks
$100.00 per hour
Custom Webinar – Maximum of 25 users:
All hours in preparation and execution for the Webinar shall be billed at this rate
$150.00 per hour
5. Enterprise Support Plan
Customers that purchase Enterprise Support Plan or receive it in an included tier will have access to all the resources identified above for the Business Support Plan, plus the following additional Enterprise Support resources:
5.1. Priority Handling for Escalations
The Premier Support team can expedite requests and directly engage with Evolution Global product and engineering teams to address issues.
5.2. Quarterly Support Ticket Review
The Enterprise Support team will deliver recurring quarterly reports that include support summaries, including ticket counts, cadence call counts, Customer specific Support request trends, resolution times, service level goals met and other metric data.
5.3. Quarterly Development Roadmap Meeting
This is a one-hour session for the Enterprise Support Plan that will highlight upcoming features and development plans for the Evolution Global Products.
5.4. Development Resources for Reports and Training
“Workaround” means a configuration change, manual procedure, or other workaround designed to regain intended or previously functioning features and functionality, but that does not provide a complete Resolution.
Design Fee for Development
Included
Development
$150.00 per hour
Custom Standard Report:
This includes no advanced calculations and straight data formatting
$400.00 Flat Fee
Custom Enterprise Report:
These are subject to approval and will be reviewed and quoted based on setup and development. The Review Fee is waived for Enterprise Support and this is to determine Customer needs and deliverables. All additional fees will be included in the quote and must be approved by Customer prior to commencement of work.
Quote for Development
Custom Complex Report:
This includes advanced calculations and data formatting
$800 Flat Fee
Training Minimum:
After Included 10 Hours, Minimum 1 hour and then charged in 15-minute blocks
10 Hours Included
$100.00 per hour
Onsite Training:
All reasonable costs (air, rental car, accommodations, etc.) shall be charged separately
$750.00 per day
Design Fee for Development
Included
Development
$150 per hour
Custom Standard Report:
This includes no advanced calculations and straight data formatting
$400.00 Flat Fee
Custom Enterprise Report:
These are subject to approval and will be reviewed and quoted based on setup and development. The Review Fee is waived for Enterprise Support and this is to determine Customer needs and deliverables. All additional fees will be included in the quote and must be approved by Customer prior to commencement of work.
Quote for Development
Custom Complex Report:
This includes advanced calculations and data formatting
$800 Flat Fee
Training Minimum:
After Included 10 Hours, Minimum 1 hour and then charged in 15-minute blocks
10 Hours Included
$100.00 per hour
Onsite Training:
All reasonable costs (air, rental car, accommodations, etc.) shall be charged separately
$750.00 per day
6. Contacting Evolution Global Support
Evolution Global will use a ticketing application to measure response and Resolution times from Evolution Global’s receipt of a Support request for an Incident. As used in this Section:
6.1.
“Business Hours” means 9:00 AM – 5:00 PM (EDT/EST) Monday - Friday, excluding holidays. Current holidays observed by Evolution Global are Martin Luther King, President's Day, Good Friday (Easter), Memorial Day, Independence Day, Labor Day, Veteran's Day, the week of Thanksgiving and the week of Christmas/New Year’s. These holidays are subject to change based on storms and conditions for our customers.
6.2.
“Incident” means a failure of the Service to perform in material conformance with the MSA, applicable Order, and Documentation.
6.3.
“Resolution” means either Evolution Global has: (a) corrected the Incident that prompted a particular Support request so that the Services perform in material conformance with the MSA, applicable Order, and Documentation, or (b) determined the reported Incident was the result of an Exception;
6.4.
“Workaround” means a configuration change, manual procedure, or other workaround designed to regain intended or previously functioning features and functionality, but that does not provide a complete Resolution.
In the event of an Incident, Evolution Global will respond to associated Support requests as follows:
Business Critical Incident
Issues involving (a) total failure or severe degradation of a Service, or (b) Customer is unable to access the Service.
- Every response within 4 hours
- Every response within 2 hours
- Every response within 30 minutes
Evolution Global’s support engineers will work on the Incident to provide a Workaround or Resolution. Evolution Global will provide regular status updates as agreed by the Parties. Business Critical Incidents will be escalated to senior engineering and/or management personnel as appropriate, which may include Evolution Global’s support senior leadership team.
Degraded Service Incident
Issues involving partial failure or mild degradation of a Service. Customer is able to access some but not all Service features.
- Initial response within 12 Business Hours
- Every response within 6 Business Hours
- Every response within 2 Business Hours
Evolution Global’s support engineers will work on the Incident 24x7 to provide a Workaround or Resolution. Evolution Global will provide regular status updates as agreed by the Parties. Business Critical Incidents will be escalated to senior engineering and/or management personnel as appropriate, which may include Evolution Global’s support senior leadership team.
General Issue
General Issue All other issues not amounting to Business Critical or Degraded Service. These include, but are not limited to non-critical technical issues, product “how-to” questions, implementation questions, and feature requests.
- Initial response within 48 Business Hours
- Initial response within 24 Business Hours
- Initial response within 12 Business Hours and resolution within 24 Business Hours
Evolution Global support engineers will work on the Incident during Business Hours to provide a Workaround or Resolution. If Evolution Global fails to provide a Workaround or Resolve the Incident within eight Business Hours, the Incident will be escalated to senior engineering personnel.
Feature Guidance
These are non-technical questions to enhance the overall experience or to better understand a feature or the product. This does not include Training.
- N/A
- Initial response within 24 Business Hours with Contextual Guidance
- Initial response within 12 Business Hours with Consultative Review and Guidance
Where applicable, the Evolution Global Connect Team will work to provide context and understanding during Business Hours including a possible directing the user to articles or whitepapers on the features. For Consultative Review, a Global Connect Team Member will set up an additional call to provide guidance.
Business Critical Incident
- Basic: Every response within 4 hours
- Business:
Every response within 2 hours - Enterprise:
Every response within 30 minutes
Issues involving (a) total failure or severe degradation of a Service, or (b) Customer is unable to access the Service
Evolution Global’s support engineers will work on the Incident to provide a Workaround or Resolution. Evolution Global will provide regular status updates as agreed by the Parties. Business Critical Incidents will be escalated to senior engineering and/or management personnel as appropriate, which may include Evolution Global’s support senior leadership team.
Degraded Service Incident
- Basic:
Initial response within 12 Business Hours - Business:
Every response within 6 Business Hours - Enterprise:
Every response within 2 business hours
Issues involving partial failure or mild degradation of a Service. Customer is able to access some but not all Service features.
Evolution Global’s support engineers will work on the Incident 24/7 to provide a Workaround or Resolution. Evolution Global will provide regular status updates as agreed by the Parties. Business Critical Incidents will be escalated to senior engineering and/or management personnel as appropriate, which may include Evolution Global’s support senior leadership team.
General
Issue
- Basic:
Initial response within 48 Business Hours - Business:
Initial response within 24 Business Hours - Enterprise:
Initial response within 12 Business Hours and resolution within 24 Business Hours
All other issues not amounting to Business Critical or Degraded Service. These include, but are not limited to non-critical technical issues, product “how-to” questions, implementation questions, and feature requests.
Evolution Global support engineers will work on the Incident during Business Hours to provide a Workaround or Resolution. If Evolution Global fails to provide a Workaround or Resolve the Incident within eight Business Hours, the Incident will be escalated to senior engineering personnel.
Feature
Guidance
- Basic:
N/A - Business:
Initial Response Within 24 Business Hours - Enterprise:
Initial Response Within 12 Business Hours With Consultative Review And Guidance
These are non-technical questions to enhance the overall experience or to better understand a feature or the product. This does not include Training.
Where applicable, the Evolution Global Connect Team will work to provide context and understanding during Business Hours including a possible directing the user to articles or whitepapers on the features. For Consultative Review, a Global Connect Team Member will set up an additional call to provide guidance.
7. Miscellaneous Terms
7.1.
Support is currently only provided in English.
7.2.
Exclusions - Support Plans do not include any of the following:
- Free and pre-commercial services - Any services provided without charge or any alpha, beta or other pre-commercial releases of a Evolution Global product or service (or feature of functionality of a Service).
- Billing questions - Billing questions should be emailed to accounting@evolution.global or addressed with your applicable customer success representative.
- Modifications - The Support Plans may be modified from time to time by Evolution Global, provided that the level of support will not materially decrease during the applicable Order Term.
.svg)
.svg)
