Customer Support

Scope of Customer Support Services

For the duration of the term of each Order Form or Statement of Work under this Agreement, EVERYMUNDO shall provide support services to Customer with respect to the Products or Services in accordance with the following specifications:

  1. 24/7 Virtual Help Desk Support. Customer may submit support requests through a designated virtual help desk using a web-based service provided by the EVERYMUNDO year-round twenty-four (24) hours per day and seven (7) days per week.
  2. Level 1 Support.  In addition to Section 1., above, Standard Level 1 Support for Customer from designated Product Experts includes:
    • Responses to email and phone inquiries within two (2) hours during business hours if received by 5:00 pm U.S. Eastern Time
    • An assigned Customer Success Manager
    • Access to online solutions center knowledge base and FAQs
  3. Emergency Support. Emergency callback support via cell phones is available twenty-four (24) hours a day for Priority 1 Level Errors as described here: https://www.everymundo.com/infomundo/contracts/service-level-agreement/
  4. Support Language. EVERYMUNDO support services will be English language-based.
  5. Headquarters Office Holiday Schedule. Scheduled hours of Level 1 Support (see Section 2., above) from EVERYMUNDO Headquarters will be provided Monday through Friday, 7:00 am to 7:00 pm U.S. Eastern Time excluding the following days as observed in the U.S. (“Scheduled Hours”) (Subject to Change):
Holiday Date Holiday Date
New Year’s Day 01 Jan Labor Day 1st Monday, Sep
Martin Luther King, Jr. Day 3rd Monday Jan Columbus Day 2nd Monday, Oct
President’s Day 3rd Monday Feb Thanksgiving Day 4th Thursday, Nov
Good Friday Friday prior to Easter Friday following Thanksgiving Day Above + 1
Memorial Day Final Monday, May Christmas Eve Day 24 Dec
Independence Day 04 Jul Christmas Day 25 Dec

Customer Support Services Points of Contact

Customer and EVERYMUNDO shall each designate a primary support point of contact to manage conveyance of support services.

  1. Customer Points of Contact. Customer shall designate both a primary support point of contact (“Primary POC”) and a back-up point of contact (“Secondary POC”) for the support program. These Customer-designated personnel will be responsible for providing Level 1 Support to the Customer organization. All support requests requiring Product or Service assistance will be communicated through Customer shall also designate a billing point of contact (“Billing POC”, together with the Primary POC and the Secondary POC, the “Customer POCs”) to whom EVERYMUNDO shall direct invoices and communications regarding billing and payment.
  1. EVERYMUNDO Point of Contact. EVERYMUNDO shall designate a primary point of contact – a Customer Success Manager (“CSM”) to oversee the relationship between Parties.  The CSM shall function as the designated EVERYMUNDO POC for non-emergency services (as outlined below). The CSM shall establish a reasonable communications schedule with the Customer Primary POC including, if needed, regularly scheduled calls via telephone, web-conference or other similar technology. The CSM shall be responsible for managing dialogue regarding the following topics:
    • (i) Product version releases
    • (ii) Strategy and best practices for usage of Product
    • (iii) Customer plans relevant to Product
    • (iv) Product performance and KPIs
    • (v) General account management issues