Client Support Services

Client Support

Vibe HCM agree to provide Client Support for the Service (“Client Support”) as detailed below and as requested by the Client.  Support is intended for administrators’ role of the Vibe HCM system.

Scope

Client Support includes provision of Client Support for issues with the Service determined to be a Vibe HCM Issue(s).

Vibe HCM Issue Definition

A Vibe HCM Issue is defined as a Client Support issue which arises as a result of a reproducible error in the Software Platform or Software.  Client Support does not include services provided as a result of:

(i)    The Client not using the Service in accordance with the Documentation

(ii)     The Client accessing the Service on software or hardware not identified by Vibe HCM as supported by the Software and Software Platform.

Terms of Service for Client Support

(i)    Vibe HCM agrees to provide Client Support for the Service at no additional charge in accordance with these terms and conditions.

(ii)   Vibe HCM will provide first-tier and escalated service which generally consists of routine troubleshooting, intake of Client issues and communications/resolutions with respect to identified Vibe HCM Issues. Vibe HCM shall assist in diagnosing the problem and make reasonable efforts to correct the error or problem. 

a.     Live Client Support shall be available between 7:00 am and 7:00 pm ET during Business Days.  A Business Day is defined as any day that is not a Saturday, Sunday, or Observed Statutory Holiday.  Observed Statutory Holidays will be communicated to the Client in advance.

(iii)  During a Business Day, upon the Client initiating a Client Support request, Vibe HCM will respond to the Client within the time specified below in accordance with the severity level of the reported problem.  Vibe HCM will work with the Client to determine if the problem reported is reproducible within Vibe HCMs’ environment.   Severity levels will also be used to outline the timeframe that Vibe HCM Issues will be responded to/updated until such a time that the Vibe HCM Issue has been reasonably resolved.  Vibe HCM cannot guarantee that a problem will be corrected within any particular period of time.

(iv)  If, after using reasonable efforts to reproduce or resolve a problem, Vibe HCM is of the opinion that the problem is not a Vibe HCM Issue, Vibe HCM shall provide the Client with notice of Vibe HCMs’ opinion.

(v)   Vibe HCM is not responsible for third party response and resolution times.


Client Support Response Times

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Client Responsibilities

The Client agrees to:

(i)      Use Vibe HCMs’ designated electronic issue tracking system and/or approved service desk contact number for logging issues; and

(ii)     Provide reasonable supporting data to aid in the identification of reported problems.

It is agreed that Client Support does not include the following items and, as such, these items shall be the responsibility of the Client:

(i)    Resolving Client computer hardware problems

(ii)   Resolving problems attributable to Client-side operating system and Internet Browser or computer hardware malfunction

(iii)  Resolving problems attributable to 3rd Party software used by the Client

(iv)  Support of any other software, accessories, attachments or devices not supplied by Vibe HCM.

Enhanced Support

Enhanced Support Definition

Enhanced Support is defined as a Client Support issue that is determined not to be a Vibe HCM Issue (i.e. enhancement, configuration change, 3rd party interface support).

Terms of Service for Enhanced Support

(i)     Should the Client request Enhanced Support, Vibe HCM shall be compensated for such time incurred at the rates outlined below.

Hourly fee for Enhanced Support during the Business Day

  • $150 per hour plus applicable taxes

Hourly fee for support not on a Business Day

  • $195 per hour plus applicable taxes