Structured Onboarding & Training
90-day onboarding support with structured methodology
Curated training plan for day-to-day operation of Nerdio
Unlimited self-paced learning via Learning Management System (LMS) and up to four (4) credits for the virtual instructor led training (VILT) sessions within the first 12-months (1 credit = a single session of up to 2 hours of VILT.)
Ongoing Enablement & Technical Support
Designated Technical Account Manager
Access to best practices
Quarterly Executive Business Reviews
Unlimited technical support and premium support SLAs (details below)
Enhanced Product Experience
Semi-annual product roadmap presentations
Product release reviews and technical working sessions
Access to new Nerdio features in preview or private beta based on eligibility
Premium Support / Service Level Agreement
As part of the Customer Success Package, Customer is being provided premium support by Nerdio. The following service levels and support components are effective as of the Effective Date:
Service Description
Nerdio agrees to provide 24×7 support for the software product, Nerdio Manager for Enterprise, hereinafter referred to as “Product”. For a detailed view of the support scope please refer to https://nerdio.co/nmescope . Support includes and is not limited to:
- Technical support via webform located at https://nmehelp.getnerdio.com or via email
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- Webform is the preferred method and will allow for Customer specified priority
- Software updates and patches via the application
- Bug fixes and issue resolution
Service Level Objectives
Nerdio commits to the following Service Level Objectives
- Application update availability 24×7
- Response times in hours adhere to the following matrix with Customer priority and Nerdio severity levels
Prioritization
- Low Priority:
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- Impact: Minimal disruption to business operations or end-users.
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- Urgency: No immediate resolution required; can be addressed within a reasonable timeframe.
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- Description: Low-priority incidents or requests have minimal impact on business continuity. They may involve non-critical issues or minor enhancements. Resolution timeframes are flexible.
- Medium Priority:
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- Impact: Moderate impact on business operations or end-users.
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- Urgency: Requires timely resolution but not immediate attention.
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- Description: Medium-priority incidents or requests affect specific users or services. They need attention within a reasonable timeframe to prevent escalation. Balancing urgency and impact are essential.
- High Priority:
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- Impact: Significant disruption to business operations or end-users.
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- Urgency: Urgent resolution needed to minimize impact.
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- Description: High-priority incidents or requests impact critical services, affecting multiple users or key processes. Immediate attention and swift resolution are necessary.
- Urgent Priority:
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- Impact: Severe disruption to business operations or end-users.
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- Urgency: Requires immediate action and rapid resolution.
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- Description: Urgent-priority incidents or requests pose a critical threat to business continuity. Immediate attention, escalation, and rapid resolution are imperative.
Service Reporting
Nerdio will provide quarterly performance reports to the Customer that includes and is not limited to:
- Nerdio support performance for in scope issue resolutions
- Customer Performance
- Escalation Performance
Support and Escalation
Support issues specific to the Product will be addressed via ticketing (see above) at which time severity will be applied to the issue. Any issues specific to the Product or its delivery of features may be designated as a software defect. Remediation of those defect includes and is no limited to:
- Escalation to Product Development and Nerdio Customer Success
- Assessment of a hotfix or new release within 72 hours with the established priority and severity
- Best effort to mitigate the defect within 72 hours based on priority and severity
Severity 1 (Critical) – Critical Outage: Halts Operations with Financial Impact or relates to a high-risk security issue. No Workaround exists.
- Conditions that severely impact the primary functionality of the product, halts business operations creating significant financial events, and no workaround exists.
- The issue occurs with high frequency or duration and could require drastic measures to restore services.
- There is a high-risk security issue, as determined by Nerdio.
Severity 2 (High) – Production Impact: Service is highly degraded and impacts the ability for operations. No reasonable workaround exists.
- Impact to large portions of business operations, services are degraded to the point of major impact on usage preventing critical documented functions from working as expected.
- Workarounds may be available, but not scalable.
- Productivity is impacted or a significant portion of operations are at risk.
Severity 3 (Medium) – System Impaired: Features or functionality are impaired, but users can still leverage the service.
- The issue has an impact on administration, maintenance, operation, or other secondary functions or a major issue for which a temporary workaround is available.
- There’s a reduction in the software capacity, but still able to handle the expected load. With available workarounds, functionality, and operations are impaired but can continue with some restrictions.
- Some operational impairment but users can continue to operate.
Severity 4 (Low) – General Guidance: General usage or configuration questions. No business or production impact.
- Question or issue that does not impact the system’s functions and doesn’t affect the system’s ability to deliver expected services to end-users.
- Includes routine technical queries such as usage, configuration, navigation, and feature-related questions.
- Minimal or no impact on business operations.
- “How to” questions regarding features/functionality
- Errors in documentation
Product Update and Release Schedule
The Product updates and releases include and are not limited to:
- *Scheduled releases with new features or remediation for known issues
- Hotfixes for high and critical product issues
- Documentation for known issues where manual mitigation is required
Note: Hotfixes applicable between releases with the exception for 7 days prior to a scheduled* release. Any hotfix within that period will be included in the *scheduled release.
*Current schedule for minor release is 6 weeks