Client Support Descriptions

ORIGAMI RISK

DESCRIPTION AND TERMS AND CONDITIONS FOR CLIENT SUPPORT AND

PROFESSIONAL SERVICES

 

Effective For Order Forms Executed After April 12, 2023

SUPPORT

CLIENT SUPPORT

Origami provides Client Support through a subscription package for the term of the contract.  Client Support includes an Origami-assigned, focused coverage team that can be contacted directly by client administrators for real time, point-of-contact production support inquiries.  Client Support includes the following work performed by such coverage team on behalf of the client:

• Service Case Management, meaning the receipt and capture of all client production support inquiries as Service Cases, and the timely acknowledgement, review and qualification of those cases.  Service Cases will be evaluated and addressed following Origami’s process based on industry standards. Service Cases will be qualified as Service Requests, Incidents or Professional Services.  Service Requests and Incidents are included in Client Support while Professional Services are not included in Client Support and are further defined below.

• Service Requests include requests for information, guided assistance to users/administrators, coordination of activities related to client-requested basic security changes in the Origami platform (e.g., SSO link changes and FTP site modifications), routine modifications and maintenance of existing system configurations, data feeds, interfaces, integrations or customizations, and triage and execution of minor enhancements and changes that do not require a Change Request (see definition below).
• Incidents (Qualified and Unqualified) include any unplanned interruptions or degradations in the quality of the Origami delivered software-as-a-service.
  • Qualified Incidents include any interruption or degradation that occurs as a result of (1) an Origami software defect or cloud infrastructure issue or (2) a client configuration issue caused by standard Origami updates to the Origami Risk platform, but only to the extent such client configuration was originally designed, tested and delivered by Origami in accordance with direction received and approved during implementation.
  • Unqualified Incidents include any interruption or degradation that does not qualify as a Qualified Incident, including (1) issues that occur as a result of configurations created by the client or a third party, (2) issues caused by the client or a third party, or (3) issues that are known or existing at Go-Live for the applicable Service. 
• High-level estimates for Professional Services, provided that time required for functional specifications, detailed design or technical review is not included and requires Professional Services.
• Access to current and future Origami product documentation, knowledge and best practice education that Origami generally makes available to clients.

• Efforts required by Origami to address routine client-specific regulatory and compliance changes or data security updates to configurations.
• Routine assistance with technical audits, product reviews, quality assurance and data exceptions handling.
• Efforts as needed as an advisor, escalation point and advocate throughout the customer journey.

Any work that is not included in the definitions of Client Support (as determined in Origami’s reasonable discretion) must be separately contracted as Professional Services.

Client Support Subscription

Origami offers a Client Support subscription to align Origami’s support resourcing and staffing for the appropriate needs of the client.  A Client Support subscription provides the client with resourcing and staffing based on a specified number of hours of Client Support services per calendar month, after which there may be substantial delays in response times.  These hours allocations allow Origami to staff Client Support engagements appropriately and do not cumulate or roll over.  The staffing hours allocation for the client’s selected Client Support subscription will be set forth in the contract.

Qualified Incidents (as defined above) are addressed by Origami as part of Client Support without taking into account a client’s support subscription or any hour allocations.

Origami reserves the right to review a client’s selected Client Support subscription periodically, including when client resourcing and staffing demands exceed the selected subscription, to ensure there is sufficient resourcing and staffing for the client’s support needs. Origami account management will propose adjustments if a client’s support needs should increase in order to avoid delays in Client Support case processing, availability and responsiveness.

PROFESSIONAL SERVICES

Any work performed by Origami service or support professionals that does not fall into the definition of Client Support above is deemed to be Professional Services.  Examples of work that requires Professional Services include:

• Implementations and Projects:  include the creation or implementation of new product functionality and any related new configurations, customizations, enhancements, data feeds, interfaces or integrations (i.e., multiple distinct deliverables) requiring detailed scoping and design, project management (specified resources, documented plans and artifacts, etc.), multi-functional resource commitments (e.g., professional services and development resources or third party service integrators); project administration, calls and meetings related to such work; detailed Origami testing and/or client user acceptance testing (UAT); and scheduled/planned deployments.
• Change Requests:  include complex modifications or maintenance of functionality, configurations, customizations, enhancements, data feeds, interfaces or integrations, and other changes that are not mutually agreed to be reasonably delivered by the client’s assigned focused coverage team resources under Client Support, generally requiring some scoping, design, change management (approval and/or authorization to deploy), testing and post-deployment validation from Origami.
• Other work or engagements that requires specialized skills or resources other than the assigned focused coverage team resources for Client Support.
• Dedicated on-call support during special projects or specific events.
• Client-requested travel and tasks conducted during such visits.

A client may purchase Professional Services in an initial contract or at any time during the then-current contract term.  Fees for Professional Service hours will be at Origami’s prevailing hourly rates at the time of purchase.

ACCOUNT MANAGEMENT

Origami also provides account management services to clients in order to understand and support client on-going and future business requirements, objectives and strategic development plans.  Time spent by Origami account management resources is provided without cost and is separate from Client Support or Professional Services.

CLIENT ROLES AND RESPONSIBILITIES

Each client is responsible for identifying an administrator who will be responsible for client-side system maintenance and working with Origami to provide support to end users, as well as assigning security rights and maintaining user IDs for all users.  Origami does not provide support directly to end users of the client, and only these client administrators will have direct access to Origami’s assigned focused coverage team.  Client administrators are the first point of contact for client end users and responsible for triaging any support needs where the Origami team needs to be engaged.

Client administrators and, from time to time, other client employees are responsible for providing timely direction and feedback as needed by Origami to complete implementation and support tasks.  Client administrators are also responsible for gathering appropriate information about any issue in advance of contacting Origami.

The client will have final responsibility for decisions regarding configurations or customizations (such as forms, dashboards, interfaces, reports, workflows and data flows) created by or for a client or its users in the Origami platform.  For all such configurations and customizations, the client shall be responsible for quality assurance to ensure that such configurations and customizations operate as intended (including functionality, usability and data access rights), and Origami shall not be responsible for any damages caused by any such configurations or customizations.