PROS SLA

A. Support Guide
1. Introduction
Building an Effective Support Relationship

The effectiveness of any support interaction depends upon the technical knowledge, problem-solving skills, and communication skills of both our customers and our Product Support Team.
The purpose of this guide is to help you manage your business more effectively in your support interactions with PROS. We strive to ensure your success by delivering world-class services and support.

Best Practices

Based on our experience in supporting customers, we would like to share with you some recommendations and best practices for a highly effective product support relationship.

Utilize Self-Help Resources

PROS customers can take full advantage of our self-help tools available within our customer portal, PROS Connect. From our customer portal you can find technical documentation, knowledge base solutions, discuss issues within our forums, and review technical guides and notes.

Provide Complete and Accurate Information

Timely issue resolution depends on accurate and timely information. When additional information is requested on your reported issue, please respond as quickly as possible to keep the investigative process moving.

2. PROS Product Support

PROS provides expert technical assistance worldwide through highly experienced professionals committed to customer satisfaction. Our support team has a comprehensive knowledge of our different products.
PROS product support is available in three support levels outlined in the following table:

 STANDARD1PREMIUM ELITE2
Customer Portal

Knowledge Base

Forum

YesYesYes
Incident SubmissionOnline / PhoneOnline / PhoneOnline / Phone
Support Availability8×5324×724×7
Initial Response TimeSeverity 12 Hours1 Hour15 Minutes
Severity 24 Business Hours2 Business Hours1 Hour
Severity 38 Business Hours4 Business Hours2 Hours
Severity 45 Business Days5 Business Days2 Business Days
Restoration Time ObjectiveSeverity 1: 12 Hours

Severity 2: 5 Business Days
Severity 1: 4 Hours

Severity 2: 2 Business Days
Severity 1: 2 Hours

Severity 2: 1 Business Day

1 Standard level not available for RTDP, GSO, OneSearch, FastSearch, Merchandizing and POD.
2 Elite level not available for O&D, P6, PricingCache, Smart CPQ, Deal Desk, Opportunity Detection, Control and Guidance.
3 8×5 support in customer’s business hours on Severity 2, 3 and 4 issues. 24×7 support on Severity 1 issues.

3. Understanding PROS Product Support Severity Levels

The severity level is a measure of the relative impact of the technical issue on your systems or business. Accurately defining the severity ensures a timely response and helps PROS to better understand the nature of your issue:

Severity 1 (Critical)

Occurs when the production instance of the PROS Application deployed in the PROS Cloud Environment is unusable resulting in total disruption of work or other critical business impact, and no work around is immediately available.

Severity 2 (High)

Occurs when a major functionality of the production or test instance of the PROS Application deployed in the PROS Cloud Environment is severely impaired.

Severity 3 (Medium)

Involves partial, non-critical loss of functionality of the PROS product.

Severity 4 (Low)

Refers to general usage questions, and feature requests.

4. Support Request Life Cycle

Whether you contact PROS Support by phone (Toll Free +1-833.504.8969 or +1-713.335.5333) or the customer portal (PROS Connect) at https://connect.pros.com, your support request is promptly logged and your issue is assigned to the appropriate support individual.
Support request stages include the following:

5. PROS Connect

This system provides the following benefits:

6. Working the Issue

A PROS Support representative is assigned to your support request and owns your problem until it is mutually agreed that it is resolved. From time to time, it may be necessary to reassign a support request from one support representative to another to facilitate a timely resolution.
The assigned support representative will contact you via email and/or phone as appropriate during the resolution process. Your responsibility is to have the appropriate people and resources available to work with the PROS support representative during the service hours defined for your support level. The PROS support representative will work with you to resolve the issue, taking whatever steps are necessary to first fully diagnose the problem then to find a solution.
This may involve, but is not limited to, the following:

7. Viewing and Updating Open Support Requests

You can view the status of support requests you have filed with PROS by logging into PROS Connect. You can add comments or resolve support requests.

8. Error (Bug) Report

If you feel you have found an error in a PROS product, you should report that to PROS Product support via the normal support request process.

9. Support Escalation

On occasion, customers may request an escalation because they feel their case is not gaining any forward momentum. If that were the case, we encourage you to send an email with the case number and the reason for your escalation to: SupportEscalations@PROS.com. Upon receipt of your request, the support analyst working the case, the support team lead, and the support management staff will be notified. For Severity 1 issues, please call the number above for escalations.

We will normally respond to escalations received during normal business hours, within two (2) hours.

10. Support Request Closure

A request is typically marked “resolved” when you confirm that a resolution has been reached or if PROS does not hear back from you after three attempts to contact you over a 30-day period.

11. Customer Satisfaction Survey

Your feedback is the only way to measure how well PROS is meeting your expectations. Customer satisfaction surveys give you the opportunity to provide PROS with valuable information to help improve our interactions with you and design support offerings to match your needs.
After a support request is resolved, you will be invited by email to complete a short survey about your experience.

B. Service Level Agreement
1. Definitions

Capitalized terms used in this Document have the same meaning defined in the Subscription and Services Agreement (the “Agreement”). In addition, the following terms, when capitalized in this document, will have the meaning defined below:

2. Exclusions
The unavailability of the Application will not be regarded as Unavailable Time if due to:

3. Service Credit Claims
If in any calendar month during the Subscription Term the above stated Monthly Uptime Target is not met, PROS will issue Customer a Service Credit against any subsequently accrued Subscription fees for the Application at issue, to be calculated as follows:

4. Service Credit Conditions

C. Cloud Environment Maintenance

Cloud Environment Maintenance is a normal and necessary operation required for PROS to apply updates and make improvements to the Cloud Environments. Cloud Environment Maintenance will be performed as either:

Last Updated: November 19, 2018.