RingCentral Advanced Support Services

This RingCentral Service Attachment for RingCentral Advanced SupportTM Services (the “Advanced Support Service Attachment”) is subject to the RingCentral Professional Services Agreement Attachment, appended to the Master Services Agreement.

These terms apply to Advanced Support Express, Enhanced, and Elite for RingEX, RCCC, and RCX. These terms supersede our legacy Advanced Support terms here: https://www.ringcentral.com/legal/enterprise-service-attachment.html

Term: The term of this Advanced Support Service Attachment shall run conterminously with the Term that is set forth in the RingCentral Order Form between the parties hereto. RingCentral shall perform the Services set forth in the Professional Services Agreement and this accompanying Advanced Support Service Attachment starting on the Start Date specified in the Order Form executed between the Parties and continuing until the termination of this Advanced Support Service Attachment, the underlying Professional Services Agreement or any underlying Master Services Agreement.

1. General Terms

RingCentral Advanced SupportTM is a 24x7 global service.  Technical Account Manager (TAM) support is provided during normal business hours specific to the region and subject to local holidays defined in Section 2.  TAM hours may be extended beyond normal business hours with the regional TAM option.  If Customer wishes for Services to be performed outside of these hours, RingCentral shall consider such requests in good faith and may charge Customer additional fees for such Services in its reasonable discretion.

2. “Holidays,” During regional holidays, premium support services will be available.  Extended services under this Advanced Support Service Attachment (TAM Services and Simple Move, Add, Change, and Delete (MACD)) shall be performed on the next available business day. 

3.  Designated Technical Account Manager (TAM)

3.1. Timing and Assignment of TAM. Promptly after the Advanced Support Start Date, RingCentral shall designate the number of TAM’s defined in the Order Form.   The customer will provide RingCentral with the contact details in writing of the Designated Customer Contacts.  Customer shall assign at least one (1) and up to ten (10) individuals who will act as a Dedicated Customer Contact to RingCentral and shall provide RingCentral with those individuals’ contact details in writing.

3.2. TAM Discovery. The TAM will perform the following tasks when it begins performing the Services:

            a.         Understand Customer’s network architecture to the extent relevant to the RingEX Services.

            b.        Understand the Customer’s device and endpoints to the extent relevant to RingCentral services.

            c.         Understand and discuss the Customer’s account and any outstanding issues, as well as the preferred method of contact for ongoing dialogue

            d.        Understand the technical training needs the Customer’s Help Desk may need to support RingCentral services and develop associated training plans and timelines.

3.3. Case Monitoring and Overall Support

            a.         The TAM will monitor historical Support Cases on an on-going basis to determine patterns, issues, and opportunities with Customer’s RingCentral services.

            b.        The TAM will review these observations and opportunities with Customer and will work with Customer on any needed remediation plans.

            c.         The TAM will work closely with the Dedicated Customer Contacts to understand any relevant changes to the Customer’s environment that RingCentral Advanced Support needs to track and document

            d.        The RingCentral TAM will participate in quarterly QBRs scheduled by Customer’s RingCentral Customer Success Manager (as requested by the Customer). The TAM will jointly work with Customer in advance of each QBR to align on reasonable data, activities and information that will be presented and discussed.

            e.         RingCentral will provide Customer with an executive escalation path that includes senior leadership personnel in the event the TAM or RingCentral is not reasonably responsive to a support case or issue, or is unable to solve such issue.

- RingCentral may update the contacts in the executive escalation path in its reasonable discretion and will provide Customer with reasonable prior written notice of such changes.

- For clarity, Dedicated Customer Contact(s) shall be the only individual(s) who can engage with or use the above-defined escalation path.

3.4. Account True-Ups

The TAM will monitor and provide recurring reporting on a quarterly, bi-annual or annual basis regarding changes in quantity of RingEX and Contact Center licenses on the Customer’s account, and adjustments to Advanced Support Licenses being made to support those licenses (Account True-Ups).  Customer acknowledges that Advanced Support license quantities align with the quantity of RingEX and Contact Center licenses on their account and agree to participate in Account True-Up meetings if requested.  Any changes made from an Account True-Up will be reflected in the next scheduled invoice.


3.5. SLOs (Service Level Objectives)

Advanced Support SLOs serve as RingCentral’s commitment to responding to cases within certain time frames, depending on the severity of the case that may take precedence. This allows our highly skilled resources to measure the goals we need to hit, spell out the problems in plain language to customers, and take more strategic initiatives to ensure that the service level objective is met.

Severity Level

Service Failure Description

Updates

First Response Time

Severity 1 - Critical

Customer experiences a loss of Service at one or more Customer Sites: Customer cannot place and receive voice calls, cannot receive voice messages, cannot send and receive internet faxes, cannot host and participate in audio conference calling.

Situations Impacting 50+ users

Every thirty (30) minutes, as requested, until service is restored

15 Minutes

Severity 2 - Urgent

Customer has partial Service at one or more Customer Sites: Customer can place and receive voice calls, can receive voice messages, can send and receive internet faxes, can host and participate in audio conference calling, but other Core Plan Service features are unavailable.

Service situations impacting 50+ users

Every ninety (90) minutes, as requested, until service is restored

2 Hours

Severity 3 - High

Minor functionality impairment: All Services identified in the RingCentral Office Plan purchase agreement are available.

Loss of features that are non-service impacting: Customer has access to all Services identified in the Office Plan purchase agreement (this does not create a loss of service).

Every business day as requested until service is restored

4 Hours

Severity 4 - Medium

Request for cosmetic or Ul enhancements not impacting Core Plan Service features.

Non-service impacting questions (no loss or impairment of services is involved)

Initial update/response provided upon the case being opened

8 Hours

4.   Customer Responsibilities

4.1. Customer Support Cases and Escalation Management

            a.         Dedicated Customer Contacts will open a case by calling the above referenced contact numbers or by opening a web case through RingCentral’s support website at https://support.ringcentral.com/

            b.        In all cases, Dedicated Customer Contacts will provide reasonable detail when opening any Support Case to enable RingCentral to understand the nature and extent of Customer’s issue with RingCentral Services.  Customer will reasonably cooperate with RingCentral as needed

            c.         Customer will understand that at times, effective troubleshooting and root-cause identification may require Customer to work jointly with RingCentral Support. 

            d.        Customer agrees to reasonably assist with their technical resources in these situations.

4.2. Submit Simple MACD Requests to RingCentral TASC:

            a.         Customer will provide all requests to RingCentral in writing, including details on the services required, and requested date for the change to go live

            b.        Customer will submit requests in a timely manner with sufficient lead time to complete the expected work in a reasonable timeframe

            c.         Customer understands that requests submitted without sufficient detail will require additional meetings and follow-up to clarify requests for accuracy in the delivery of expected results.

Available TASC services are as follows:

RingCentral RCCC

  • Post-go-live tuning on call flows and IVR scripting

  • Move, Add, Change, and Delete (MACD): Basic administration, configuration, and deletion changes related to RingCentral Contact Center

    • Skills

    • Teams

    • Campaigns

    • Points of Contact (POC)

    • Hours of Operations

    • Report changes and scheduling:

      • Custom report creation is on a case-by-case basis.

      • Custom report creation requires additional scoping for the level of effort assignment.

  • Call Flow Changes:

    • Management of existing call flows

    • Creation of new basic call flows (new routing for new skills, simple queueing)

    • Adjustment of existing channel integration(s):

      • Existing email, chat, or SMS channel scripting

  • Business Unit Changes:

    • Security profile(s)

    • Station profile(s)

    • User profile(s)

    • Disposition and unavailable code(s)

  • Basic script changes for Contact Center:

    • Assignment of POC to scripts/skills

    • Changes to routing by Customer need

    • Changes to voice prompts

    • Changes to existing ASR menus

    • Updating simple existing personal connection dialer campaigns

    • Changes or additions to existing API integrations to customer’s CRM or Database

RingCX

  • Post-go-live tuning on call flows and IVR scripting

  • Simple Moves, Adds, and Changes- Move, Add, Change, and Delete (MACD): Basic administration, configuration, and deletion changes related to RCX:

    • Campaigns

    • List Fields / Leads

    • Hours of Operation

      • Queue

      • IVR - might need to go to PS based on complexity

    • Report Changes and Scheduling

    • Dispositions and Agent States

    • Agent Settings

    • Reply Assistant Entries

    • Simple Channels

    • Identity Tags, Custom Fields, Security, and Settings

  • Call Flow Changes

    • Simple MACD of Existing IVR/ Queue Flows

    • Creation of New Simple IVR/ Queue Flows

  • Simple Scripting Changes

    • Routing updates / IVR Studio

    • Voice prompt updates (Note: Recording voice prompts is not covered)

  • Routing Changes

    • Simple Routing Changes

    • Management of Existing Routing Channels

    • Creation of New Simple Routing Channels -

      • Specific Channels: Text, Messaging, Chat, Facebook, Instagram

  • Other Changes

    • Existing Sources Configuration

    • Existing Automated Exports

    • Existing Survey

    • Existing Extensions

RingEX

  • Move, Add, Change, and Delete (MACD): Basic administration, configuration, and deletion changes related to RingCentral RingEX users in the RingCentral Portal:

    • Telephony users

    • Basic agent administration

    • Re-provisioning of firmware on devices

  • Porting Consultation

Exclusions

  • New CRM or database integrations

  • New routing configurations (i.e. Data directed routing, Agent directed routing)

  • New ASR set-up and configuration

  • New Personal Connection Dialer configuration

  • Personal Connection Dialer campaigns

  • Proactive XS integration

  • New channel configuration (Email, Chat, SMS, social media)

  • WFO configuration/changes

    • Workforce Management

    • Quality Management

    • Screen Recording

    • Analytics

  • Interaction Analytics

  • New survey configuration

  • Out-of-hours changes and go-live support

  • Recording new announcements

  • Onsite services/visits

  • Services on future Feature Requests

5. Definitions. Unless otherwise defined in the Master Service Agreement or this Service Attachment for RingCentral Advanced SupportTM, the following terms shall be defined in accordance with the below definitions.

a. “Dedicated Customer Contact(s)” means specific Customer employee(s) that are identified, documented in RingCentral’s system and approved to contact RingCentral’s direct enterprise team.

b. “Direct Advanced Support Access” RingCentral Advanced Support Team can be reached in North America by calling 800-591-4068.

c. “Designated Technical Account Manager” (TAM) is the remote RingCentral named resource assigned to customer’s account. North America TAM availability is generally 6:00 am MST to 6:00pm MST Monday through Friday.

d. “Advanced Support Entitlements” are the service attributes, by tier that are included with this support model, as highlighted in Appendices A and B.

e. Technical Account System Configuration (TASC) provides monthly consulting from RingCentral Technical Account System Configuration Experts at the thresholds defined in Appendices A and B.

 

Appendix A

Advanced Support Entitlements – RingEX

Advanced Support user quantity (DLs) for UCaaS includes Digital Line Unlimited Advanced Licenses, DigitalLine Basic Licenses, Global Office License, and Common Phones

Entitlements Express Enhanced Elite

Priority Routing to Tier 2

Included

Included

Included

Technical Account Manager (TAM)

Up to 4 hrs/Month

Up to 8 hrs/Month

Up to 12 hrs/Month

Incident Management

Included

Included

Included

SLO (Service Level Objectives)

Included

Included

Included

Release Management

-

Included

Included

Technical Reviews

Included

Included

Included

New/Transfer

Included

Included

Included

Quarterly

-

 

Included

Annual

-

Included

Included

Simple MACD Requests (TASC Cases)

Up to 2 hrs Monthly

Up to 4 hrs Monthly

Up to 8 hrs Monthly

Service Reviews

1/Month

Up to 2/Month

Up to 4/Month

Executive Business Reviews

-

Annually

Quarterly

Additional TAM

Add On Purchase

Add On Purchase

Add On Purchase

Appendix B

Advanced Support Entitlements – RingCentral Contact Center/RingCX

Advanced Support user quantity (Agents) for CCaaS refers to the quantity of Contact Center Licenses

Entitlements Express Enhanced Elite

Priority Routing to Tier 2

Included

Included

Included

Technical Account Manager (TAM)

Up to 6 hrs/Month

Up to 12 hrs/Month

Up to 20 hrs/Month

Incident Management

Included

Included

Included

SLO (Service Level Objectives)

Included

Included

Included

Release Management

-

Included

Included

Technical Reviews

Included

Included

Included

New/Transfer

Included

Included

Included

Quarterly

-

-

Included

Annual

-

Included

Included

Simple MACD Requests (Cases)

Up to 2 hrs Monthly

Up to 6 hrs Monthly

Up to 12 hrs Monthly

Service Reviews

1/Month

Up to 2/Month

Up to 4/Month

Executive Business Reviews

-

Annually

Quarterly

Additional TAM

Add On Purchase

Add On Purchase

Add On Purchase