Standard Support Services Agreement
- Overview
This Standard Support Services Agreement (“Agreement”) outlines the policies, procedures, and responsibilities under which Soublox Tecnologia LTDA (“Soublox”) provides technical support and maintenance services (“Support”) for docu2.me for Salesforce (“Software Product”) to its Customers. This Agreement is incorporated into the Order Form and Terms and Conditions provided to each Customer; in the event of any conflict, the Order Form shall prevail.
- Definitions
• Purchased Services: All web-based applications and the associated maintenance and support services acquired by a Customer under an Order Form.
• Software Product: The docu2.me for Salesforce application and its underlying technology, delivered via the AppExchange and/or other designated platforms as part of the Purchased Services.
• Release: Any distribution of updates, enhancements, or modifications to the Software Product delivered as a managed package. Releases are offered on an opt-in basis, allowing Customers to decide when to install them.
• Contact: An authorized representative of the Customer with the necessary expertise in internal systems, tools, and practices required to support the Software Product effectively.
• Case: An individual incident or issue reported by a Customer concerning the Software Product.
• Documentation: All publicly available resources—including user guides, manuals, and instructional videos. —accessible on the website (www.docu2.me/help).
- Eligibility and Scope
• Support is exclusively available for Purchased Services of docu2.me for Salesforce and does not extend to trial versions.
• Support services are provided for the duration of the docu2.me for Salesforce Subscription Term (“Term”) and will terminate upon its expiration.
- Support Delivery and Response
• Customers may submit Cases at any time via email ([email protected]), telephone, or online chat.
• Soublox will use commercially reasonable efforts to acknowledge and respond to each Case promptly. Response times will vary according to the severity level assigned to the Case, based on our standard service level guidelines.
• Resolution efforts may include software fixes, workarounds, or alternative solutions, determined solely by Soublox. In certain instances, a workable solution may not be available.
- Provided Support Services
Soublox’s Support includes:
5.1. Multiple channels for submitting Cases (Email, web-based, telephone, online chat).
5.2. Unlimited access to updated Documentation and an online knowledge base.
5.3. Expert guidance and troubleshooting for:
– Basic Configuration: Diagnosing and resolving issues related to Customer configuration settings in existing Software Product installations.
– Licensing and Provisioning: Addressing concerns related to user activation and the provisioning of the Software Product.
– Standard Usage: Responding to “how-to” inquiries regarding the standard operation and features of the Software Product.
– Software Enhancements: Undertaking commercially reasonable efforts to identify and correct bugs or errors in the Software Product as outlined herein.
- Exclusions
Support does not cover:
6.1. Inquiries related to generic industry standards (e.g., HTML, CSS).
6.2. Step-by-step walkthroughs of changes, procedures, or configurations where sufficient Documentation is available.
6.3. Training services for the use of the docu2.me for Salesforce Product.
6.4. Identification, mapping, or troubleshooting of custom Salesforce fields, relationships, objects, or Customer-authorized customizations.
6.5. Issues with Salesforce configurations not directly part of the docu2.me for Salesforce Product (including custom Apex, VisualForce pages, workflows, Process Builder flows, or Connected apps).
6.6. Development or debugging of custom SOQL queries for data retrieval.
6.7. Advanced configurations involving the Software Development Kit (SDK), batch processing, or integrations with third-party services (e.g., Amazon, Google, e-signature providers).
6.8. Troubleshooting of issues on Salesforce-supported devices beyond document generation using docu2.me for Salesforce features.
6.9. Maintenance of docu2.me for Salesforce templates that require updates due to events not controlled by Soublox (e.g., Salesforce platform changes, Customer modifications, or new Salesforce releases).
6.10. Interference from web browser plug-ins, add-ons, custom configurations, or security settings that alter default browser behavior.
6.11. Support for non-docu2.me for Salesforce products, including other AppExchange products or technologies provided by Microsoft, Google, etc.
6.12. Configuration or troubleshooting of hardware, networks, or peripherals used in conjunction with the Software Product.
6.13. Configuration agent Builder, agent action or any other aspect of agentforce to use with docu2.me for Salesforce Product.
- Limitations
Limitations
• Soublox is not obligated to resolve every bug, error, or issue reported, and resolution times are not guaranteed.
• If errors cannot be consistently reproduced, Soublox may close the Case without resolution.
• The Software Product’s performance is subject to inherent limitations of the Salesforce platform and external factors.
• Customers acknowledge that Soublox is not responsible for resolving issues arising from such limitations. For additional details, please refer to (www.docu2.me/help/limitations/).
- Customer Obligations
• Customers must ensure that any designated Contact submitting a Case has the requisite access and authority to perform troubleshooting and implement any recommended changes.
• Customers are required to provide Soublox with reasonable access to the Software Product and any related systems (including remote access when necessary) to facilitate diagnosis and resolution.
• Customers are solely responsible for the security, integrity, and backup of their data, and should create backup copies prior to any modifications or troubleshooting.
• Customers agree to cooperate fully by providing logs, diagnostic data, and any other information reasonably required to reproduce and resolve the reported issue.
• Failure to install provided Releases may negatively impact the usability of the Software Product, and Customers assume all risks associated with non-implementation.
- Modifications
Soublox reserves the right to modify this Agreement periodically. However, any modifications will not materially reduce the level of service provided during the Subscription Term.
