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Quinyx Success Plans

This document forms part of the agreement regarding Quinyx’s provision of its standard services (the “Agreement”) between Quinyx AB (“Quinyx”) and the customer entity identified in the Ordering Document (“Customer”). Any capitalised terms used but not defined herein shall have the meaning set out elsewhere in the Agreement.

Success Plans Quinyx generally provides support and other ancillary services for the Quinyx Service in accordance with the various “Success Plans” set out in the table below. The Ordering Document shall indicate which Success Plan that applies to Customer’s order. Each item in the Success Plan(s) below is provided in accordance with Quinyx’s standard procedures for such service, i.e., what is normally and generally included in Quinyx’s provision of such service.

Features \ Success Plan

Bronze

Silver

Gold

Platinum

Customer community (coming soon)

X

X

X

X

Access to Support Portal

X

X

X

X

8 x 5 Support online 

X

X

X

X

Outbound support by phone from Quinyx to you

X

X

X

X

Inbound support by phone from you to Quinyx

 

X

X

X

Dedicated Customer Success Manager

 

X

X

X

Enhanced SLA

   

X

X

24 x 7 Support via phone and online

     

X

Dedicated Customer Support Advisor

     

X

Dedicated Quinyx Executive Sponsor

     

X

System Usage Review

 

Twice yearly

Quarterly

Quarterly

Configuration and Compliance Review

   

Annually

Twice yearly

Roadmap presentation

   

Twice yearly

Twice yearly

Optimisation Data Exercise for AI customers

     

Twice yearly

 

Customer Representative Quinyx and Customer shall agree on (a) named contact person(s) from Customer who is/are solely entitled to report issues with the Quinyx Service to Quinyx’s support function. The number of contacts is determined by Customer's size, but typically a minimum of two contacts is recommended. The support contact person(s) must have undergone relevant training in relation to the Quinyx Service. In case of changes in contacts, Customer shall inform Quinyx in writing (through the Support Portal or as otherwise instructed by Quinyx). 

 

Published: 31 October 2022
Last revised: