EXPERT-AS-A-SERVICE
Version 1.0 (August 6, 2024)
Summary
SYNCRON Expert-As-A-Service (“EaaS”) provides SYNCRON’s customers with regular recurring consultancy on application-related questions on top of the scope covered by Support services or defined in Implementation Projects. When called, the Expert Services team with the appropriate consultancy background will assist and guide the CUSTOMER on activities such as configuration and setup review, best practice advice, functionality introduction and activation, data and KPI’s review, trainings etc.
Applicability
The below description of Expert-As-A-Service applies to CUSTOMER if they sign up for the EaaS in the applicable Order Form (or other applicable document). Commercial details are stipulated by specific Order Form (or other applicable document).
Availability
The SYNCRON Expert(s) will be available to CUSTOMER for the amount of EaaS Days defined on the Order Form. “EaaS Day” means any 8-hour day which is not Saturday, Sunday or any Bank Holiday (as defined in SLA or in document specifying SYNCRON’s SLA’s). The total number of EaaS Days of availability per Subscription year (or any otherwise specified 12-month period in applicable Order Form) will be stipulated in Order Form (or other applicable document), based on the calculation in the table below.
One (1) EaaS Day is consumed if a SYNCRON Expert performs any EaaS Activity on that day.
These Days will be called off by CUSTOMER as required.
| EaaS Package | Total number of EaaS Days per a twelve (12) month term/Subscription year |
| EaaS XXS | 6 |
| EaaS XS | 12 |
| EaaS S | 25 |
| EaaS M | 60 |
| EaaS L | 120 |
| EaaS XL | 240 |
All activities, including scoping EaaS Activities per CUSTOMER needs, will be accounted for. If CUSTOMER requires more hours of EaaS Activities than stated in the table above or over the ordered EaaS Package, either
a) standard rate C-200 from the Standard Rate card in section 3 of the Statement of Work (SOW) (or other clause as the case may be) will apply - if the pricing therein and applicable SOW still applies during order time of EaaS, or
b) then-current standard rates will be communicated by SYNCRON (email notification will suffice) and will be charged in a time and material model.
EaaS Activities
CUSTOMER will specify the activities requiring support and SYNCRON will help CUSTOMER to identify the areas where the involvement of EaaS is recommended.
Depending on the SYNCRON solution in place, the below list presents exemplary activities which can be provided as EaaS:
- Health check of the overall system setup
- Recommend improvement areas
- Review and adjust solution parameters
- Introduce new modules
- Activate and test functionality
- Bespoke functionality addition (where applicable)
- Integration quality validation
- Data clean-ups
- Continuous training
- Assist on simulation activities
- Build Insights reports and dashboard
- Track KPI’s
- Add-hoc reports creation
Resources and location
The SYNCRON Expert Services team will have a combination of global resources to fulfill the total resource requirement as subscribed to by CUSTOMER.
Terms of services
Travel costs are not included in the Annual SaaS Fee for EaaS stipulated in Order Form. For any travel required to CUSTOMER’s site, the costs will be covered by CUSTOMER on terms specified in Syncron Standard Terms for Professional Services.
Onsite visits to CUSTOMER location will be mutually agreed between the parties prior to any travel.
CUSTOMER agrees that SYNCRON may change resources as needed.
SYNCRON will not be held responsible for backlog of tasks due to limitation on resource allocation by CUSTOMER.
In case CUSTOMER does not use the available EaaS Days within a Subscription year or a specified 12-month term, the EaaS Days will expire. EaaS Days cannot be transferred into subsequent years unless SYNCRON was unable to provide the requested capacity on time.
CUSTOMER and SYNCRON will openly communicate with each other regarding key matters of resources’ performance and issues. SYNCRON will take appropriate actions to address the issues. CUSTOMER is responsible to inform SYNCRON in a timely manner of any performance concerns for SYNCRON to be able to take actions.