Premier Support Services Agreement
- Overview
This Premier Support Services Agreement (“Agreement”) establishes the policies, procedures, and service commitments under which Soublox Tecnologia LTDA (“Soublox”) provides technical support and maintenance services (“Support”) for the docu2.me for Salesforce Software Product (“Software Product”) to its Customers. Incorporated into the Master Subscription Agreement (“MSA”), this Agreement governs the delivery of Premier Support. In the event of any conflict, the terms of the MSA shall prevail. - Definitions
• Purchased Services: All web‐based applications and associated maintenance and support 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 channels as part of the Purchased Services.
• Release: A managed package distribution comprising updates, enhancements, or modifications to the Software Product. All Releases are offered on an opt-in basis.
• Contact: An authorized representative of the Customer possessing the requisite expertise in internal systems, tools, and procedures to support the Software Product effectively.
• Case: An individual incident or issue reported by a Customer regarding the Software Product.
• Documentation: The collective user guides, manuals, instructional videos, and forum posts available on the docu2.me for Salesforce website (www.docu2.me/help). - Eligibility and Term
• Premier Support is exclusively available for Customers who subscribe to the full version of docu2.me for Salesforce and is not offered for trial versions and is only applicable for the customers that paid for it.
• Support is provided for the duration of the docu2.me for Salesforce Subscription Term (“Term”) and terminates upon its expiration. - Support Availability and Response
• Customers may submit Cases at any time via email ([email protected]), telephone, or online chat.
• Soublox will use commercially reasonable efforts to respond to each Case promptly, adhering to the following severity-based target initial response times:
| Severity Level | Description | Target Initial Response |
|---|---|---|
| Severity 1 | Critical service outage with no workaround | 8 Hours* |
| Severity 2 | Severe operational restriction with no workaround | 16 Hours* |
| Severity 3 | Non-critical limitations in service operation | 24 Hours* |
| Severity 4 | Routine technical inquiries with a reasonable workaround | 40 Hours* |
*These response times apply during local business hours, excluding weekends and recognized US or Brazilian holidays.
- Premier Support Services
Premier Support includes:
• Multiple channels for Case submission (web, telephone, online chat).
• Unlimited access to current Documentation and a comprehensive online knowledge base.
• Expert guidance and troubleshooting for:
– Basic Configuration: Analysis and resolution of issues related to Customer configuration settings in existing Software Product installations.
– Licensing and Provisioning: Assistance with user activation and provisioning issues for the Software Product.
– Standard Usage: Support for “how-to” inquiries regarding standard and intended usage, supported by relevant Documentation.
– Software Corrections: Commercially reasonable efforts to diagnose and correct bugs or errors in the Software Product.
• Advanced Support Services:
– Troubleshooting of Salesforce configurations associated with docu2.me for Salesforce, including custom Apex, VisualForce pages, workflows, Process Builder flows, and Connected Apps.
– Resolution of issues involving custom SOQL queries for data retrieval in the context of document automation.
– Advanced configuration support for capabilities such as the docu2.me for Salesforce API, batch processing, and integrations with third-party services (e.g., Amazon, Google, e-signature providers).
– Access to an on-demand education platform providing comprehensive training and certification programs for efficient administration and use of the Software Product. - Exclusions
Premier Support does not include:
• Assistance solely for creating or converting existing templates.
• Maintenance of docu2.me for Salesforce templates requiring updates due to events outside Soublox’s control (e.g., Salesforce platform changes, Customer modifications, critical updates, instance relocations, or new Salesforce releases).
• Troubleshooting issues caused by web browser plug-ins, add-ons, security settings, or custom configurations installed by the Customer.
• Support for non-docu2.me for Salesforce products, services, or technologies, including those offered by other vendors such as Microsoft or third-party AppExchange solutions.
• Configuration of hardware, software, networks, or printers used in conjunction with the Software Product.
• Issues involving Salesforce-supported devices that do not directly pertain to document generation using the Software Product.
• Any services not expressly included in the Premier Support offering. - 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 authorized Contact submitting a Case possesses the necessary access rights and expertise to conduct troubleshooting and implement recommended changes.
• Provide Soublox with reasonable access to the Software Product and related systems, including remote access or screen sharing when required for effective troubleshooting.
• Assume full responsibility for data security, integrity, and backup, and create backup copies prior to any modifications or troubleshooting activities.
• Cooperate fully with Soublox by supplying logs, diagnostic data, and any other necessary information to reproduce and resolve reported issues.
• Promptly install Releases provided by Soublox. Failure to do so may adversely affect the functionality of the Software Product and the effectiveness of Support.
• Test new Releases in a controlled environment (“Sandbox”) before deploying them to production, ensuring satisfactory performance prior to full implementation. - Modifications to the Support Services Agreement
Soublox reserves the right to modify this Agreement periodically. Any modifications will ensure that the level of service remains materially consistent throughout the Subscription Term.