Common use of Solution Support Clause in Contracts

Solution Support. Solution Support extends support coverage to the configuration and customizations made to the Demandware application. Support of this customized layer is required in order to meet your ongoing business and integration changes over time. Solution Support compliments Demandware’s Product Support to provide complete application and platform coverage for a predictable budgeted cost. This level of service can be provided by a certified Partner of choice, or directly by Demandware Support Services. • The focus of Solution Support is on break-fix troubleshooting, problem diagnosis and repair, including storefront functionality, performance, integration and Business Manager configuration. • Log and manage all reported issues in case management system according to severity, priority and level of impact. • Diagnose and track problem Root Cause for each case reported and provide summary report upon request • Provide customer with web Self Service interface to log, track and report all case history • Troubleshoot issues and problems, including: • Replicating issues in dedicated support environment • Diagnosis of template, pipeline, and CSS, interface extensions, custom scripts and scheduled jobs • Analysis of application and server logs as needed • Patch release process Customer will have access to case logs and Solution Support balance via Customer Central. All support cases submitted to Demandware must be performed by Customer Designated Support Contacts. A Designated Support Contact is someone who has attended Demandware Product Training and has an understanding of the implementation and application. Customer may have up to 2 Designated Support Contacts. Upon review, certain cases may be determined to fall outside the scope and intent of Solution Support and require Client Services consulting. These items will be discussed with Customer and Demandware Client Services team and handled under a separate Statement of Work agreement. Some examples of non-covered issues: • Application redesign work • Application architectural changes • Enablement of new Demandware platform features

Solution Support. Solution Support extends support coverage to the configuration and customizations made to the Demandware application. Support of this customized layer is required in order to meet your ongoing business and integration changes over time. Solution Support compliments Demandware’s Product Support to provide complete application and platform coverage for a predictable budgeted cost. This level of service can be provided by a certified Partner of choice, or directly by Demandware Support Services. • The focus of Solution Support is on break-fix troubleshooting, problem diagnosis and repair, including storefront functionality, performance, integration and Business Manager configuration. • Log and manage all reported issues in case management system according to severity, priority and level of impact. • Diagnose and track problem Root Cause for each case reported and provide summary report upon request • Provide customer with web Self Service interface to log, track and report all case history • Troubleshoot issues and problems, including: • Replicating issues in dedicated support environment • Diagnosis of template, pipeline, and CSS, interface extensions, custom scripts and scheduled jobs • Analysis of application and server logs as needed • Patch release process Customer will have access to case logs and Solution Support balance via Customer Central. All support cases submitted to Demandware must be performed by Customer Designated Support Contacts. A Designated Support Contact is someone who has attended Demandware Product Training and has an understanding of the implementation and application. Customer may have up to 2 [**] Designated Support Contacts. Upon review, certain cases may be determined to fall outside the scope and intent of Solution Support and require Client Services consulting. These items will be discussed with Customer and Demandware Client Services team and handled under a separate Statement of Work agreement. Some examples of non-covered issues: • Application redesign work • Application architectural changes • Enablement of new Demandware platform features