Customer Experience Access

Last Updated: October 2024

Esker provides Customer Experience services during working days and hours, Monday to Friday from 9am to 6pm, for the duration of the contract. Different levels of support are available according to the customer’s choice. For more details about Esker Customer Experience, you can refer to the CX Guide available here.

Three different levels of support are proposed:

Standard Level.
Esker’s standard customer experience access includes the following:

· Technical support via Esker support portal;

· Customer community features including Esker All Access (EAA) membership, invitations to the EAA conference and user events;

· Self-service resources including online documentation, tutorials and videos, interactive guides, and Esker University e-learning courses.

Silver Level.
Esker’s silver customer experience access includes the following in addition to the options available with the Standard Level of service: personalized support including a dedicated customer advocate, post-implementation check-up (for first 3 months of the initial Silver Level implementation), up to 2 business reviews per year, configuration, reporting, and dashboard assistance, solution expertise on recognition, and 1 process improvement analysis per year. The Customer Experience Access (Silver) Monthly Subscription Fee shall be invoiced on the terms specified in the Agreement and is in addition to any other subscription fees already in the Agreement. In the event Customer chooses to end the Customer Experience Access (Silver), it is the sole responsibility of Customer to contact Esker in writing to ensure invoicing relating such service ends appropriately.

Gold Level.
Esker’s gold customer experience access includes the following in addition to the options available with the Standard and Silver Levels of service: two (2) passes to the EAA conference; (iv) personalized support including a dedicated customer advocate, post-implementation check-up (for first 3 months of the initial Gold Level implementation), up to four (4) business reviews per year, custom configuration, reporting, dashboard assistance and custom solution expertise on recognition; (v) system performance analysis including automated monitoring, operational metrics, two (2) process improvement analysis per year and one (1) customer workshop per year. The Customer Experience Access (Gold) Monthly Subscription Fee shall be invoiced on the terms specified in the Agreement and is in addition to any other subscription fees already in the Agreement. In the event Customer chooses to end the Customer Experience Access (Gold), it is the sole responsibility of Customer to contact Esker in writing to ensure invoicing relating such service ends appropriately.

Customer Experience Levels may include, for additional fees:
(1) site visits, and (2) training. The above-mentioned services are available at Customer’s request under a separate written agreement between the parties for additional fees.

Exclusions to all Customer Experience Levels.
Customer Experience Levels shall not include: (1) the installation of EOD, (2) interventions related to the hardware and peripherals installed in association with EOD, (3) modification or enhancement requests of EOD, (4) the development of applications, mock-ups and templates related to EOD, (5) any modification or enhancement request of EOD, (6) any intervention on installed third-party software or hardware, including in particular any assistance aimed at integrating EOD with Customer’s application or operating system, (7) any intervention related to the interface between Customer’s applications of and EOD, (8) the development and implementation of hosted rules, (9) hosted rule diagnostic before putting them in production, (10) any intervention on highly technical issues such as those related to access restrictions, unavailability of test equipment or unauthorized changes or alterations of EOD, (11) assistance with the use of third-party software or hardware not distributed by Esker, however acquired, (12) IT services provided remotely or on-site at the Customer, and (13) administrative services, including but not limited to maintaining Customer’s internal data. All above-referenced excluded Customer Experience services will only be carried out at Customer’s request under a separate written agreement between Customer and Esker’s Professional Services department for an additional fee.