Ongoing Support Descriptions

ORIGAMI RISK

DESCRIPTION AND TERMS AND CONDITIONS FOR ONGOING SUPPORT AND PROFESSIONAL SERVICES

Effective For Order Forms Executed After April 12, 2023

NOTE: Origami is no longer offering the Ongoing Support model for new or renewing Origami clients, who will be covered by the new Client Support model.

ONGOING SUPPORT

Ongoing Support includes any work performed by Origami service professionals on behalf of Client other than work that is separately contracted under a Statement of Work.  Examples of Ongoing Support include:

• Helpdesk support for users
• Additional user training
• General assistance utilizing the Service
• Maintenance of screens and system configurations as workflows evolve
• Configuration of customized reports
• Maintenance or modification of any import or export scripts
• Attendance in meetings
• Project management tasks and administration
• Assisting with Client responsibilities

Significant project work (such as implementation of new functionality or configurations) is not included as part of Ongoing Support and should be contracted separately in a Statement of Work.

Each Origami contract generally includes a set number of recurring annual Ongoing Support hours.  Additional recurring Ongoing Support hours (minimum of 10) may be added prior to the start of each contract year at Origami’s then-current recurring rate, and the number of hours must remain the same in each ongoing contract year.  Also, one-time purchases of non-recurring Ongoing Support hours may be purchased at any time at Origami’s then-current non-recurring rate.  Ongoing Support hours are available for use immediately upon purchase but must be used within each contract year and cannot be rolled into future contract years or pulled forward into earlier contract years.   Professional Service hours that do not constitute Ongoing Support may be added at any time via a separate Statement of Work between the parties at Origami’s then-current rates.

PROFESSIONAL SERVICES

Any work performed by Origami service professionals that does not fall into the definition of Ongoing 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 Ongoing 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 Ongoing 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 Ongoing 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.

ADDITIONAL SERVICES

Additional subscriptions, users, hosting or other use beyond that which is listed in the Order Form shall require additional fees. Origami shall invoice Client, and Client shall pay for any additional licenses, hosting, service hours or other usage in excess of what is specified in the applicable Order Form.  All such fees will be at Origami’s then-current rates.  If needed, additional services can be purchased through an Order Form or Statement of Work, as applicable.