Spiro Standard Support and Implementation

THIS AGREEMENT DESCRIBES THE SERVICES SPIRO PROVIDES FOR OUR CUSTOMERS WHO PURCHASE SPIRO’S TEAM EDITION PRODUCT.

BY ACCEPTING THIS AGREEMENT, BY CLICKING A BOX INDICATING YOUR ACCEPTANCE; BY EXECUTING AN ORDER FORM THAT REFERENCES THIS AGREEMENT; OR, FOR FREE SERVICES, BY USING SUCH SERVICES, YOU AGREE TO THE TERMS OF THIS AGREEMENT.

Upon purchase of Spiro Team Edition, Spiro customers are eligible to receive initial setup and training and ongoing support at no additional cost.

1. Initial Setup and Training

Spiro works proactively with our customers to ensure that the Spiro application environment is properly set-up and tailored to our customers’ needs. To facilitate this process customer will appoint an executive sponsor who will be the point of contact for the customer and be authorized to make decision on the customers’ behalf.

The executive sponsor and the Spiro customer support team will go through the following process to ensure that Spiro is set up properly for the customer:

a. Requirements gathering: Spiro’s customer success team will conduct a one hour “management meeting” with the customer’s executive sponsor(s) at which we understand and document the customer’s specific requirements for Spiro, user permissions, user set up and organizational structure; Spiro will document the results of the meeting in a “requirements document” and submit it to the customer for review. If the customer is not satisfied with the results of the meeting, Spiro will work with the customer to create an updated version of the requirements document.

b. Spiro configuration: Following approval of the requirements document, Spiro will customize and configure Spiro to match the documented requirements. The executive sponsor will review and provide feedback on the configured version of Spiro and suggest changes if necessary. Spiro will do up to two iterations to meet customer needs.

c. Data upload: Spiro’s customer success team will work with client to upload data into Spiro prior to the customer’s employees start using Spiro. Spiro will provide our customer with template files to fill-in with data related to Companies, Contacts and Opportunities (the “objects”). The data the customer provides Spiro must be in the proper columns and formatted properly. Customer will provide Spiro with one file per object, and Spiro will perform a one time data load for each object.

d. Training: Spiro will provide one training session per every ten licenses the customer purchases from Spiro, with a minimum of one. This training will be conducted over the phone and utilizing screen sharing, and will be recorded and provided to the customer so they can train additional employees at no additional expense.

e. Reporting: one month after the customer’s team starts using Spiro, customer may request a meeting with Spiro’s customer success team to receive training on customizing Spiro’s reports. Following this meeting, Spiro will build up to four custom reports for the customer.

Except as provided under Spiro’s CRM Adoption Guarantee, Spiro’s obligations to customer for initial set-up and training shall end when either these steps have been completed, or two months after the start date of the customer’s contract with Spiro.

2. Ongoing Support

Ongoing support will be provided to Spiro’s customers’ users at no additional charge for Spiro’s Team Edition customers.

Support is available on weekdays, excluding US holidays, during local business hours. For Severity Level 1 issues only, Users must call Spiro’s customer success team. For Severity Levels 2-4, Users must submit cases over the Web via https://spirohq.zendesk.com/hc/en-us.

Upon case submission, Users will be asked to provide their company name, contact information and case details, and each case will be assigned a unique case number. A Spiro Support Representative will use commercially reasonable efforts to call or e-mail the User within two (2) business days and will use commercially reasonable efforts to promptly resolve each
case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Spiro’s reasonable determination.

Severity Level 1 Support

An issue is considered “Severity Level 1” if it is a critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.

In this case, Users will be asked to call Spiro’s support number at +1 (617) 804-5560.

Spiro telephone support is for Level 1 Severity level only, and is available during working US business hours. Telephone support is available in English.

Other Severity Levels

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:

Level 2 – Urgent
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.

Also includes time-sensitive requests such as requests for feature activation or a data export.

Level 3 – High
System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

Level 4 – Medium
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable.

Spiro Customer Support does not include any of the following:

  • Assistance with Spiro password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator;
  • Assistance with Spiro username. Users should contact their system administrator;
  • Assistance in developing User-specific customizations;
  • Assistance with non-Spiro products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;
  • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.