Choose the support plan that’s right for you.

SUPPORT OFFERING PLATFORM PREMIER ELITE

Platform Issue Support Unlimited Unlimited Unlimited

24x7 Platform Monitoring

Support Response Time 3 days 1 day 1 day

24x7 Support Portal Access

Support Hours* 9 hours / 5 days

(8AM – 5PM US Eastern Time)

13 hours / 5 days

(8AM – 9PM US Eastern Time)

18 hours / 5 days

(3AM – 9PM US Eastern Time)

Authorized Support Contacts 2 5 10

Priority Case Queue -- --

24x7 Training Portal Access

Instructor-Led Web Based Training $ $ *

Initial platform set-up

Extended platform set-up $ 5 hours per month 15 hours per month

Customer Success Engagement -- --

( ) = Included in Platform Subscription ($) = Fees Apply (*) = Additional Fees Apply for Limit Overages

DQM CUSTOMER SUCCESS SUPPORT PLANS

* *

sales@crownpeak.com 1(800)887-1944 CP_DS_CSSPP_DQM_20170719 Copyright © 2017 Crownpeak All rights reserved.

Americas Customers Americas Customers Americas Customers

Rest of World Customers(8AM - 5PM Greenwich Mean Time)

Rest of World Customers(8AM - 9PM Greenwich Mean Time)

Rest of World Customers(8AM - 2AM Greenwich Mean Time)

--Account Management Assigned Customer

Success Management (CSM)Assigned Customer

Success Management (CSM)

sales@crownpeak.com 1(800)887-1944 CP_DS_CSSPP_20160701 Copyright © 2017 Crownpeak All rights reserved.

SUPPORT OFFERING DESCRIPTION

Platform Issue Support Support in service of down environments due to Crownpeak reasons (e.g. Host down/unresponsive, Analytics dashboard down or major product functionality impaired).

24x7 Platform Monitoring Crownpeak actively monitors all DQM platform components (Analytics dashboard, Website dashboard and Pagechecker) for access and application errors, escalating as necessary to resolve all platform issues in a timely manner.

Support SLA Response Time This is the initial response time on tickets submitted for troubleshooting.

24x7 Support Portal Access This is the primary entry point to contact Crownpeak Technical Support. The portal allows you to open, update and view the status of your case(s).

Authorized Support Contact Authorized Support Contacts are Crownpeak DQM trained administrators who are authorized by your company to contact Technical Support.

Priority Case Queue Priority case routing and queue assignment for troubleshooting.

24x7 Training Portal Access Crownpeak DQM Help portal is your source for all things related to Crownpeak DQM; the portal allows you to get started with DQM, view how to videos, user guides and much more.

Instructor-Led Web Based Training Crownpeak will provide one (1) custom web based training plus recording per year specific to your business needs.

Initial Platform Set-up The initial set-up of checkpoint and dashboard followed by a review of both sections. Any changes applied to the first 3 months starting from the project kick off will be included in the initial platform setup.

Extended Platform Set-up Extended platform set-up can be performed for changes after the first 3 months. These changes include:

– Restructuring dashboard and checkpoint layout

– Splitting or merging of existing Dashboards (same website)

– Requests to review checkpoints or dashboards

– Set-up and changes to new modified Checkpoints or Inventory Reports

Customer Success Engagement Provide periodic business reviews with an hour-long call to review each report. A standard report contains:

– Review of current DQM platform scores and comparison to previous period

– Analysis of key issues for SEO, accessibility and usability

– Quick win suggestions

– Top-level recommendations for improvement

Account Management Customer Success Management (CSM): Crownpeak will assign members of staff who will partner with your power users,understand your business needs, and increase the value derived from your Crownpeak investment.