TIERED SUPPORT SERVICES

For Unit4 On-Premise and Cloud Hosting

2 Unit4 | Tiered Support Services

CONTENTS

Introduction 3

Support plan overview 4

Standard Support Plan 5

Enhanced Support Plan 7

Premium Support Plan 8

3

INTRODUCTION

Choosing the right support model to suit your needs is essential for maximizing the value that Unit4 solutions can bring to your organization. Unit4 appreciates that not all organizations are the same and that different organizations will have different views on the strategic importance of the Unit4 solutions they use. That’s why Unit4 offers a range of support plans and within each plan different options to choose from to ensure you will get the support that fits your specific needs.

There are 3 support plans to choose from:

1. Standard

2. Enhanced

3. Premium

Each support plan builds upon the previous one, so “Enhanced” includes everything that is in the “Standard” plan plus additional services, and “Premium” includes everything that is in “Enhanced” with further additional services. The related available options differ for each plan: in “Standard” one cannot select all options, whereas in “Premium” one can.

4 Unit4 | Tiered Support Services

The table below describes an overview of the support plans offered.

SUPPORT PLAN

Most Used or recommendStandard Support Plan

Enhanced Support Plan

Premium Support Plan

For On-Premises and Cloud Hosting For smaller organizations where the offered service is not the primary process and/or strategically important for their business

For organizations where the Unit4 solution is part of their primary process

For organizations that require a tight trust relationship with Unit4

Business Support Hours Local Business Hours Local Business hours with 24/7 Priority 1 support

Local Business hours with 24/7 Priority 1 support

Case submission Web, email and phone submission

Web, email and phone submission

Web, email and phone submission

Incident Response Case by case Priority based Priority based preferred

Target Incident Resolution Time

4 Business Hours for Priority 1 8 Business Hours for Priority 2 after first response

4 Business Hours for Priority 1 8 Business Hours for Priority 2 after first response

Service Request Response Time

2 Business Days 1 Business Day 2 Business Hours

Self Service resources (knowledge base and training guides)

Included Included Included

Support Team Global Support Team Global Support Team Global Support Team with assigned Support

Escalation Support and complaint management

Included Included Included

Success Management Included Dedicated

Advisory Support Best practice advisory to drive user and product adoption

Best practice advisory to drive user and product adoption

System Health advisory Optional Technical system health check

Functional Application Review Single occurrence Review with option of additional single occurrence Reviews

Services Review Option of single occurrence Reviews

Biannual review with option of additional single occurrence Reviews

Value Assessments Application value check (once a year)

Application value check (once a year)

5

The Standard Support Plan will be provided to customer’s users at no additional charge in accordance with this description. Designed to support organizations with limited demand for support or those that provide strong technical capability.

The Standard Support Plan makes the necessary means available for to customer: to assess issues, consult communities, train and more.

Customer can engage with Unit4 Customer Support by different means and in different time zones.

Access to customer portal: Unit4 provides customers access to the available resources on-line via Unit4 communities and Unit4 Portal. The rich, living, self-service knowledge-content is delivered in English for the widest possible audience.

Case handling: To request support of Unit4, cases can be created with Unit4 Customer Support on a 24/7 basis using the Unit4 Customer Portal or during business hours by phone.

Unit4 defines 2 case types: Incidents and Service Requests. Incidents interrupt the current mode of operations, whereas Service Requests are changes to an existing Unit4 Service or requests for additional Unit4 services. Incidents will be actioned upon their assigned priority. Service requests will be actioned two (2) business days following the entry of a service request.

Upon case submission, customer is requested to provide all required information for Unit4 to action the request. Unit4 Customer Support will use reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Unit4’s reasonable determination.

Case escalation: In the event customer are not satisfied with case progress, escalation can be requested via the Customer Portal.

STANDARD SUPPORT PLAN

6 Unit4 | Tiered Support Services

Standard Support Plan options

Standby support

In the event customers are not sure whether a Unit4 consultant is required, but where it is convenient to have someone available, standby support is the perfect option. For example, in events like data migration, data loading or year-end close. Events that are not performed on a regular basis. During the event, a Unit4 consultant is on stand-by for an eight (8) hour period, which can be extended by ordering extra blocks of 8 hours. Should support be required, customer will be charged for that on a time and materials basis.

Training

To train new employees – or enable existing employees to better understand the solutions or functionality they are working with – Unit4 offers the possibility for a standard remote classroom training session for a maximum of 10 people. Unit4 can facilitate individual requirements that go beyond the standard training (more people, onsite). Please contact the Unit4 account manager for that.

Consultancy on demand

After finalizing the implementation project, assistance might require from Unit4 Professional Services, to help with configurations, reporting, interfacing or functional trouble-shooting.

Upgrade on demand

Existing customers that have an interest to use the latest features of Unit4 releases can request Unit4 to perform and manage the upgrade process. Hereby Unit4 will assess the current system or service and upgrade the environment to the most recent major feature release following a cut-over plan tailored to the customer needs.

Local Language Support

Providing Customer Case Support (Incident/Service Request) during business hours in a language other than English, available in the following languages: German, Dutch, French, Spanish, Swedish, Portuguese and Norwegian.

7

If purchased, the Enhanced Support Plan provides access to 24/7 support for business critical and business standstill issues and customer success manager. Designed for organizations where the Unit4 solution is part of their primary process

Being complementary to Standard Support, customer will enjoy direct contact with Unit4’s customer success management team (remotely).

Unit4 Customer Support will manage the cases, and, in Enhanced Support, respond in one (1) business day for service requests. Incidents will be actioned upon their assigned priority. In the event of business-critical incident, Unit4 will target a resolution time of 4 business hours for P1 and 8 business hours for P2 after first response. (Advanced Case Support)

Furthermore, the Enhanced Support Plan also includes:

Best practice and advisory support will help customers on how solutions can be utilized best, where to find what and how to get help? Best practice and advisory support will provide context for what is generally available for customers to make sure make best use of Unit4’s solutions.

Application value check will annually review insights into solution adoption rates and the business value obtained from using your Unit4 solution.

Enhanced Support Plan options

Within this plan the following options come available, in addition to the Standard Support Plan, that can be chosen.

Product and Service User Administration provides an option to have Unit4 do the user management (starters-leavers-movers) in Unit4 solutions (outsource).

System Health Advisory is provided as a service. The health of the infrastructure and systems that run the Unit4 application is vital to proper functioning. With a System Health check, a consultant will audit on a recurring basis and report on the health of customer environment and will provide an insight around parameters like system performance, network and server configuration, and system events.

The Service Design Review is a remote, per day, workshop that will help customers understand the current use of (parts of) the Service and possible improvements across multiple environments and or Unit4 solutions.

Service Quality review (Single Occurrence) allows for single occurrence Service review, to discuss service quality, by success service manager (remotely). Herein items such as Service Level Management and customer support performance are discussed.

ENHANCED SUPPORT PLAN

8 Unit4 | Tiered Support Services

If purchased, the Premium Support Plan provides access to a proactive relationship, assigned support team, and more. Designed for organizations where Unit4 products are running primary business processes and require a tight trust relationship with Unit4.

Being complementary to the Enhanced support plan providing access to the Customer Success Management team, Premium grants access to an assigned team of support engineers

Unit4 Customer Support will manage the cases, and respond in two (2) business hours for service requests and will use reasonable efforts to promptly address each case. Incidents will be actioned upon their assigned priority with VIP treatment. In the event of business critical incident Unit4 will target a resolution time of 4 business hours for P1 and 8 business hours for P2 after first response.

In addition, the Premium Support Plan includes:

Assigned Support Team is a multi-disciplinary support team that understands the Customer’s software environment is assigned to the Customer. They will handle the customer’s cases and have a basic understanding of the customer specific solution.

Standby Support provides the availability of an Unit4 engineer during customer business critical events (see Standard support plan). One event per annum is included.

Annual Service Quality review is equal to the Service Quality review (Single Occurrence) only allows for one (1) annual Service review as part of the Premium plan to discuss Service quality by reviewing Service SLAs.

System Health Advisory is provided as a service. The health of the infrastructure and systems that run the Unit4 application is vital to proper functioning. With a System Health check, a consultant will audit on a recurring basis and report on the health of customer environment and will provide an insight around parameters like system performance, network and server configuration, and system events.

Premium Support Plan options

The Premium Support plan comes with additional options, that customers can choose from.

Functional Application Review

Actively supports customers in to management of the Unit4 application, by functionally monitoring the application, such as supplier entries with missing bank details, line manager roles with no direct reports, active users not logged-on during the past 60 days, workflow tasks awaiting approval, etc.

Local Customer Support

Providing Customer Support during business hours from local jurisdictions, available for the following solutions.

PREMIUM SUPPORT PLAN

Region Unit4 Business World

Unit4 Prevero

United Kingdom ✓

Nordics ✓

North America ✓

Poland ✓

France ✓

Germany ✓

9

Security-Cleared support and operations

As an option to Local Customer Support, Unit4 can offer Security-cleared support & operations to the Security Clearance level.

Special Remote Access

Customers might require to Unit4 to access their environment remotely for troubleshooting activities and remote systems health check. Support plans offer different solutions to provide access (see table underneath). It can be however that customers require Special Remote Access procedures from Unit4. Such special access is optional and feasibility study charged according to a consultancy on-demand principles.

Region Unit4 Business World

United Kingdom ✓

Standard Support Plan

Enhanced Support Plan

Premier Support Plan

Case Support

TeamViewer TeamViewer TeamViewer

24/7/365 Case Support Advanced

Remote Desktop solutions hosted by customer: Citrix or Microsoft Terminal ServerSelected VPN Clients: Cisco AnyConnect, Checkpoint, OpenVPN

Remote Desktop solutions hosted by customer: Citrix or Microsoft Terminal ServerSelected VPN Clients: Cisco AnyConnect, Checkpoint, OpenVPN

Special Remote Access

Optional:Site to Site VPN tunnels Site to Point VPN tunnelsAll VPNs not listed in Unit4 standards

About Unit4Unit4 is in business for people. We’ve specialized in software for service organizations, where people make the difference, since the early 1980s. Today, we build the smartest enterprise applications on the planet. Our technology is central to the organizations we serve – it improves efficiency and productivity, and allows people to spend more time on meaningful work. Using the latest AI, machine learning and digital technologies, our customers can make more sense of business-critical data than ever before. Our cloud ERP, financial management, corporate performance management and industry-focused solutions generate rapid value in the strategic processes of organizations from sectors including professional services, higher education, public services and not-for-profit – helping each person to create better value for themselves, their organization and their customers.

Copyright © Unit4 N.V. All rights reserved. The information contained in this document is intended

for general information only, as it is summary in nature and subject to

change. Any third-party brand names and/or trademarks referenced are

either registered or unregistered trademarks of their respective owners.

BR171026g2INT

unit4.comE info.group@unit4.com