Aforza Online Success Plan Agreement

Customer Success is at the core of everything we do at Aforza. To ensure we make this happen every day for our customers, we offer Success Plans that not only include support but also expert guidance and best practice to maximise the success of every Aforza user and ensure our customers get the most value from the products purchased.

Aforza’s Success Plans incorporate different levels of support and include Aforza’s Standard Support service, Premier Support service and Managed Service.

Aforza Customers who have purchased Aforza Professional Edition or Aforza Enterprise Edition will receive Aforza’s Standard Support service as part of the Product Subscription they have purchased. Aforza Essentials Edition provides Customers with access to the Aforza Self-Service Support Portal but does not include Aforza Standard Support service.

In addition to the Aforza Standard Support, Customers may elect to purchase Aforza’s Premier Support or Aforza’s Managed Service.

The terms and conditions of each Success Plan are detailed below. If Customer has not purchased Premier Support or Managed Service, then the terms and conditions of the Aforza Success Plan outlined above will apply. Capitalized terms used but not defined below shall have the meaning subscribed to them in the Aforza Online Subscription Agreement which can be reviewed and downloaded at Aforza Terms.

Aforza’s Success Plans do not include implementation of the Services. Aforza Success Plans are for ongoing support and administration of the Services after the Services have been implemented and shall not result in a transfer or assignment of intellectual property rights between the parties.

Designated Contacts

“Designated Contacts” are Users identified by Customer as primary liaisons between Customer and Aforza for coordination and management of Aforza Managed Service and Aforza Success Plans support. Customer shall identify and maintain at least one (1) Designated Contact.

Responsibilities of Customers’ Designated Contacts

Customers’ Designated Contacts shall be responsible for:

1. Overseeing Customer’s Success Plan or Managed Service support case activity
2. Developing and deploying troubleshooting processes within Customer’s organization
3. Resolving password reset, username and lock out issues for Customer
4. Requesting Success Plan or Managed Service cases.

Customer shall ensure that Designated Contacts:

1. Have completed the basic SFDC Services administration trail on Trailhead titled “Admin Beginner” which is available at no additional charge.
2. Are knowledgeable about the Services to help resolve, and to assist Aforza in analyzing and resolving, technical issues.
3. Have a basic understanding of any problem or requirement that is the subject of a case, and if necessary, the ability to reproduce the problem in order to assist Aforza in diagnosing and triaging it.

Aforza Standard Support Service

General Terms

Aforza’s Standard Support Plan will be provided to Customer at no additional charge to Aforza Customers who have an active subscription of Aforza’s Professional Edition or Enterprise Edition Product Subscriptions. Support is available on weekdays, excluding holidays, during UK business hours. Designated Contacts must submit requests via email to support@aforza.com. Upon email submission, Designated Contacts will be asked to provide their company name, contact information and the reason for their query. Each request will be assigned a unique case number. An Aforza Customer Success Support Representative will use commercially reasonable efforts to call or e-mail the Designated Contact within two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Aforza’s reasonable determination.

Submitting a Request

Designated Contacts may submit a request in English in any of the following ways:

1. By logging into the Aforza Success Community portal at Aforza Success Community and raising a case.
2. By sending an email to support@aforza.com.

Note: for assistance with Salesforce password resets, Users must use the “Forgot your password?” link on the login page or contact their system administrator. For assistance with usernames and account lockouts, Designated Contacts should contact their system administrator.

Cooperation & Reproducing Errors

Aforza must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Aforza to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Customer’s approval on a case-by-case basis, Designated Contacts or Users may be asked to provide remote access to their salesforce.com account, mobile device, and/or desktop system for troubleshooting purposes.

Escalation & Severity Levels

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level.

Excluded Items

Aforza’s Standard Support service does not include any of the following:

• Assistance with Salesforce password resets or usernames.
• Assistance in developing or configuring User-specific customizations.
• Assistance with non-Aforza Products, Services or technologies.
• Creation or testing of custom code, including SOQL queries.

Changes to Aforza’s Standard Support Service

Aforza may change its Standard Success Plan from time to time in its sole discretion.

Aforza Premier Support Service

General Terms

If purchased, Aforza’s Premier Support service will be provided to Customer’s Designated Contacts. Aforza will use commercially reasonable efforts to promptly respond to each case and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution.

Telephone Support

Telephone support in English is available from 8:00 a.m. to 6:00 p.m. GMT, seven days a week. Aforza’s Customer Support telephone number is +44 1442 780 183.

Submitting a Case

Designated Contacts may submit a case in any of the following ways:

1. By logging into the Aforza Success Community portal at Aforza Success Community and raising a case.
2. By sending an email to support@aforza.com.
3. By telephone call to Aforza Customer Support as described above.

Severity Levels

Issues will be categorized and handled according to an assigned severity level. The case severity level is selected by the Designated Contact at the time of case submission.

Target Initial Response Time

Aforza will use commercially reasonable efforts to respond to each case within the applicable response time depending on the severity level set on the case.

| Target Initial Response Time by Case Severity | | Severity Level | Target Initial Response Time | | 1 | 1 hour | | 2 | 2 hours | | 3 | 4 business hours | | 4 | 8 business hours |

Excluded Items

The Aforza Premier Success Support service does not include assistance with password resets, usernames, user-specific customizations, and hardware installations.

Changes to the Aforza Premier Support Service

Aforza may modify the Premier Support service from time to time, provided the level of service under either plan will not materially decrease during a subscription term.

Aforza Managed Service

The Aforza Managed Service provides access to exceptional resources and services for configuration and administration tasks delivered remotely by Aforza’s Managed Services Team. Specific areas of capabilities available with a subscription to Aforza’s Managed Service include:

• Configuration changes
• Custom Dashboard & Report creation
• Aforza Data Management Assistance
• Salesforce Environment Management
• Education with periodic User Clinics
• Assistance with new feature implementations
• Aforza System Administration

General Terms

If purchased, the Aforza Managed Service will be provided to Customer’s Designated Contacts in accordance with this description. Aforza will use commercially reasonable efforts to promptly respond to each case and will use commercially reasonable efforts to promptly resolve each case.

Excluded Items

Neither the Aforza Success Plans nor the Aforza Managed Service includes:

1. The initial implementation of the Aforza application, data migrations, or custom code development.
2. General Administration Assistance with password resets or usernames.
3. Assistance with non-Aforza products, services, or third-party technologies.

Changes to Aforza Managed Service

Aforza may modify the Aforza Success Plans and Managed Service Plans from time to time, provided the level of service under either plan will not materially decrease during a subscription term.