Partner Support policy

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Effective date: September 2020
Last updated: September 2020

This policy provides current guidance for Partner and/or Partner’s End User interaction with Experian’s Data Quality division (EDQ) North America Partner Technical Support. This document is the property of Experian’s Data Quality division and may not be reproduced or distributed without the express consent of Experian’s Data Quality division. EDQ reserves the right to change and/or update this policy in whole or in part at any time without notice in its sole discretion.

1. Introduction

This North American Partner Support Policy (this “Policy”) should be read in conjunction with the Agreement entered into between Experian’s Data Quality division (“EDQ”) and Partner (also referred to as “Reseller,” “Referrer,” “Customer,” or “Client” in the Agreement). The purpose of this Policy is to describe the availability and level of Partner Technical Support provided by EDQ and the Partner’s responsibilities to enable EDQ to deliver such support.

2. Explanation of Terms

Any capitalized terms in this Policy are to be defined as set forth in the Agreement between EDQ and Partner, except where explicitly defined below:

Term Description
Custom Products and/or Integration Services Custom products or services created by EDQ on Partner’s behalf, and not covered by this Policy.
Initial Response Time The targeted time frame in which EDQ will endeavor to respond to Partner’s initial request for Technical Support, and, where a specific response time window has not been specified, the time interval within which EDQ will communicate regarding the request.
Policy The North American Partner Support Policy; this document.
EDQ Partner Technical Support or Support Technical Support offered in relation to the Licensed Materials as detailed in this Policy and more specifically at Section 3.
Third Party Software If applicable, any third-party executable software, documentation or data delivered with the Software as defined in the EDQ schedule.

3. General Terms of Technical Support

3.1 Prerequisites for Partner Access to EDQ Partner Technical Support

EDQ will provide technical support to Partner in accordance with this North American Partner Support Policy, except that if any such software is proprietary Third Party Software, EDQ shall not be liable for any failure to provide support in accordance with the North American Support Policy to the extent that this is caused by any failure of the relevant third party.

During the term outlined in Partner’s ordering documents, access to EDQ Partner Technical Support will be provided in accordance with the governing licensing terms and conditions, for the License term outlined within their Order Form, (or similar ordering document) and/or incorporated schedules or amendments entered into at the point of sale of the Licensed Materials (collectively, the “Agreement”), based on the following criteria:

  • Partner has a current and fully executed governing Agreement in place with EDQ.
  • Partner has a current license for all applicable Licensed Programs, Data Sets and/or Services in use by the Partner.
  • The Licensed Programs, Data Sets and/or Services are being used in accordance with the terms contained within the governing Agreement and Partner is not in breach of the Agreement.

EDQ may elect not to provide access to EDQ Partner Technical Support that do not meet the above criteria. All Partners provided access to EDQ Partner Technical Support will receive support during the operating hours outlined in Section 5.4 of this Policy, unless otherwise specified in their current governing agreement.

3.2 EDQ Obligations

EDQ Partner Technical Support shall include support for Licensed Programs. Licensed Programs and/or standard integrations that have been altered or modified by anyone other than EDQ, such as a Partner with a development license, or its licensors may not be supported. Support includes general product and technical assistance for all current and supported EDQ software releases and/or standard integrations, running on the infrastructure and/or environment for which they are intended. Support shall not include:

  • Receipt of calls.
  • Collection of basic information including, but not limited to, problem details, error codes, impact.
  • Simple diagnostics.
  • Application of non-complex remedial action assisting with configuration queries.

Support during upgrades is included, however, Partner Technical Support does not perform upgrades or other services related to upgrades. Software used other than in accordance with the Documentation, as well as any discrepancies that do not significantly impair or affect the operation of the software are not covered. All services provided by EDQ’s Professional Services group (including support for Partner’s Custom Products and/or Integration Services) are subject to availability at then-current rates unless otherwise specified in your current governing Agreement.

3.3 Supported Languages

All support provided by EDQ is delivered in English, unless otherwise stated within Partner’s current governing Agreement.

4. Partner Responsibilities

4.1 EDQ Expectations of their Partners

The ability of EDQ to respond quickly and effectively to cases is dependent on Partner fulfilling
the responsibilities and requirements set forth in this Policy.

Prior to contacting Partner Support, Partners will use commercially reasonable efforts to:

  • Gather and identify errors in logs.
  • Answering integration, configuration, and usage questions.
  • Perform problem isolation and identification.
  • Review EDQ Technical documentation to confirm whether there is a known resolution.
  • Attempt to recreate the problem and provide an acceptable problem resolution or workaround.

Upon contacting support, Partners will use commercially reasonable efforts to:

  • Ensure all Partners contacting support on have appropriate knowledge and skills involving applicable Licensed Materials.
  • Provide information relevant to the case and any recent changes to the operating environment within a reasonable period of time after submitting a case, or upon request by EDQ.
  • Provide EDQ with reasonable and suitable access to the environment being supported, as described in Section 4.2 below.
  • Assume responsibility for fully protecting Customer Data against loss or corruption. EDQ will not be responsible for the loss of information or data while providing support.
  • Act upon recommended solutions provided by EDQ within a reasonable period of time.
  • Apply updates made available by EDQ, or its authorized partners, in a timely manner.

Partner’s inability to or unwillingness to apply recommended solutions, updates, or workarounds may result in Support Tickets (Cases) being closed.

4.2 Access to Customer Data

In order to allow the proper diagnosis of support cases, EDQ may require access to Partner Data. Access may include, but is not limited to:

  • Ability to view the user’s desktop
  • Copies of reports, screenshots, and/or other static data
  • Access to test or backup systems
  • Access to test or production databases

In all cases, EDQ will ensure that requests for access (whether to the production database, backup systems, Customer Data or otherwise), either directly or from a copy, are only made when no alternative is appropriate and feasible. If Partner is unable to provide access to data that has been requested, they should discuss alternative solutions with EDQ. EDQ reserves the right to automatically close cases when Partner has not provided adequate, necessary data for a full analysis within a reasonable period of time.

5. Accessing Partner Technical Support

5.1 Support Ticket (Case) Submission

Partner may access EDQ Partner Technical Support through any of the following methods:

  • Email General Support:
    EDQ recommends that all non-critical support tickets be submitted via email.
  • Telephone General Support: 888-712-3332
  • Concierge Support: Provided in the Concierge Support Fast Sheet

Cases may only be opened using one of the methods described above. When opening a case, Partners must provide the following information:

  • Contact Name
  • Contact Telephone Number
  • Product and Version
  • Description of Issue
  • Steps taken to reproduce the issue
  • Screenshots
  • Hardware & software environmental information

5.2 Support Ticket (Case) Severity Levels

Cases will be initially prioritized by EDQ based on the following guidelines. The case severity may change over time as more information becomes available or workarounds are provided.
EDQ will make every reasonable effort to ensure submitted cases are assigned the proper level of severity.

Severity Description
Priority 1 (P1) Partner production system is significantly impaired with core EDQ functionality essentially unavailable. Partner day to day use of the EDQ software is severely impacted. There is no available workaround.
Priority 2 (P2) Partner production system is able to run core processes but other EDQ functionality is significantly impaired. Partner ability to carry out day to day use of the EDQ software is severely impacted. There is no reasonably acceptable workaround.
Priority 3 (P3) An area of core EDQ functionality is generating errors but this is not preventing Partner from performing day to day use of the EDQ software. A workaround may be available.
Priority 4 (P4) Any EDQ issue experienced in a non-production environment or in a production environment that is not impacting the function of the software to any material extent. A workaround may or may not be available. Examples include cosmetic defects on screens, errors in documentation, or an enhancement request.

5.3 Target Initial Response Times

Submitted cases will be responded to in the order in which they are received, with consideration given for higher severity levels. The Initial Response Time is the time it takes before EDQ makes initial contact with the individual who submitted the case. Initial Response Times are not a resolution goal and should not be interpreted as a guarantee of service. EDQ will use all commercially reasonable efforts to adhere to the time frames listed in this Section. EDQ does not provide case resolution targets and Initial Response Time should not be interpreted as a commitment regarding resolution timeframes.

Initial Response from EDQ includes, but is not limited to:

  • An email response from EDQ and/or automated system requesting additional information, providing an update on the case, or indicating the support request has been received and is in process of being addressed.
  • Response is provided via telephone or voicemail indicating the case has been received and is in the process of being addressed.
P1** P2 P3 P4
General Support 1 hour 2 hours 4 hours 1 business day
Concierge Standard 1 hour 2 hours 4 hours 1 business day
Concierge Premier 45 min 1.5 hours 3 hours 1 business day
Concierge Elite 30 min 1 hour 2 hours 1 business day

** EDQ requires that all P1 cases be submitted via the applicable toll-free phone numbers listed in Section 5.1.

5.4 Support Hours
EDQ Partner Technical Support is available 24/7 via email submission, as well as via toll-free phone numbers listed in Section 5.1.

6. Support Life Cycle

When the Licensed Materials have had a “Last Ship Date” set, as defined in the End Of Service Life Policy, Experian’s Data Quality division Technical Support shall be provided according to the End of Service Life policy, EDQ reserves the right to discontinue support for that product release or configuration. End of life notices are generally available at least 6 to 12 months in advance of the end of life date. EDQ may, at its sole discretion, continue to provide support for product releases or configurations beyond the end of life date. Should EDQ provide support for such releases or configurations, Partners who wish to obtain support for the end of life product release or configuration may be subject to additional fees.

  1. Intellectual Property
    For the avoidance of doubt, all modifications made to Licensed Materials in response to Technical Support cases will be considered part of the Licensed Materials and EDQ will own all Intellectual Property Rights in such modifications, even if originating from a suggestion or enhancement request made by Partner.