SmartSupport Services Addendum
The following technical support services addendum ("Addendum") applies to support services (“Services”) for Microsoft 365 and Google Workspace subscription sales orders (“Order”) and is governed by AppDirect Marketplace End-Customer Agreement set forth at https://www.appdirect.com/lega... (the “Agreement”).
Capitalized terms not defined herein have the meaning set forth in the Agreement that governs the relationship between AppDirect CSP, Inc. (“AppDirect”) and Customer.
SmartSupport Services are available as a subscription-based technical support service for products sold through the AppDirect Marketplace. Services are provided by: AppDirect CSP, Inc. a company registered in the United States whose registered office is at 447 Sutter Street Ste 405 PMB1116, San Francisco, CA 94108 (“AppDirect”); to Customer.
1. Services.
Pursuant to this Addendum, AppDirect will provide additional support and related services as set forth below. The following conditions apply with respect to the SmartSupport Services:
An active SmartSupport subscription is required.
The SmartSupport subscription shall be for an initial 12-month period.
SmartSupport is provided remotely and available in English only.
1.1 Technical Support. The Company is procuring third-party services from AppDirect pursuant to the AppDirect Marketplace End-Customer Agreement. Certain support services for the third-party services are provided by the applicable third-party provider.
1.2 Administrative Account. AppDirect may maintain an administrative account for Customer’s Services solely for technical support and account management purposes.
1.3 Support Tickets. AppDirect shall provide a helpdesk service to record and manage all support tickets and service requests made by the Customer. Support Services are available 24/7 via phone, chat, or email. Customer's End Users of the Services may access the Help Center at https://helpcenter.appdirect.com.
1.4 Customer Efforts. Prior to making a Request for support, Customer will use reasonable efforts to resolve issues and fix any error, bug, malfunction, or network connectivity defect without escalation to AppDirect. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) answering questions and assisting helpdesk agents as appropriate.
1.5 Request Classifications. Upon the Company’s request, AppDirect will classify support according to severity and nature. Resolution will adhere to the following priority designation:
Classification | Criteria |
Priority 1 | Business Critical Failures: An error which prevents all useful work from being done by all users or which disables major functions from being performed by all users. |
Priority 2 | System Defect with Workaround: Either a critical error for which a work around exists or else a non-critical error that significantly affects the functionality of the product. |
Priority 3 | Benign Error: An isolated or benign error. This is an error which does not significantly affect the functionality of the product, disables only certain non-essential functions, and does not materially impact system performance. |
1. 6 Response Levels. AppDirect will respond to all tickets by acknowledging receipt of the support request. Upon logging a support ticket, AppDirect will make commercially reasonable efforts to follow the Response Protocol listed below until the issue is resolved.
Classification | Response Time | Update |
Priority 1 | 15 minutes > 60 minutes | Every 4 hours |
Priority 2 | 2 hours | Once per day |
Priority 3 | 4 hours | Once per week |
1.7 Service Limitations. AppDirect will make reasonable efforts to address all support requests. Where the issue is not resolvable immediately, AppDirect may provide escalation of the ticket on behalf of the Customer to a third-party provider for additional diagnosis and technical support. AppDirect will remain the primary point of contact with Customer to assist in coordinating the ticket. Due to the high complexity and variety of issue types, Customer acknowledges and understands that AppDirect may be unable to provide answers to, or resolve, all tickets.
1.8 Scope of Service. This Agreement covers maintenance of the products and applications as detailed in Exhibit A and Exhibit B only. AppDirect will act as the first point of contact for support request for the following technical and subscription issues:
Assistance with licensed product installation
Setup and configuration
Service administration
How-to questions and advice
Problem diagnosis and troubleshooting
Managed escalations to third-party provider for out-of-scope issues
Marketplace support and billing inquiries
1.9 General Provisions. To ensure optimal performance of the Services, the following requirements will apply:
The Company must have an active subscription and access to the product(s).
The Company is using the latest available version of the product.
The hardware on which the product is installed must meet minimum requirements including hardware, software, and compatible devices.
1.10 Additional Services. Customers may purchase the following Services for SmartSupport for an additional fee.
Productivity Suite Onboarding. Expert assistance to help setup and deploy your productivity applications.
Email Server to Cloud Migration. Migrate your server-based email with the help of certified experts.
2. Excluded Services.
Notwithstanding any term of the Agreement that may indicate otherwise, AppDirect does not offer technical support or services for any of the following:
Linux/Unix
Beta versions of products
Servers and domain-level support
Computer programming and software development
On-site support
Physical wiring of devices, networking hardware and peripherals
Manual or forced resetting of passwords outside of official password recovery channels.
System issues caused by viruses, malware, other malicious code or account compromises.
2. 1 License of Products. Service availability and software license use is covered by Microsoft Customer Agreement and/or Google Workspace Terms of Service. This support addendum does not relate to, or cover availability of, the underling subscriptions services themselves or any issue which is outside of the control of AppDirect including, but not limited to, computer configuration, networks, and bandwidth, which are in no way covered by the Services in Section 1 above.
3. Definitions.
For the purpose of this Addendum, the terms below will have the following meanings:
3. 1 “Issue” means any failure, malfunction, or abnormal performance of products and applications as identified in Exhibit A or Exhibit B reported by the Customer to AppDirect
3.2 "Request" means a request from Customer to AppDirect for technical support to resolve a question or problem regarding the performance of products and applications as identified in Exhibit A or Exhibit
3.3 “Response Time” means the time interval between the first report by the Customer of an Issue and the first intervention by the helpdesk agent. This does not include outside normal business hours.
3. 4 "Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times.
4. Microsoft Partner of Record.
Microsoft's CPOR program awards and recognizes partners who deliver services utilizing Microsoft solutions and best practices. This program is called "Claimed Partner of Record" (CPOR). As a certified Microsoft partner, AppDirect leverages this program to inform customers of all promotions and funding programs being made available. The customer acknowledges that AppDirect will request association to the Microsoft Customer Tenant ID under the Microsoft Partner Incentives program, and that as part of their association, AppDirect will identify specific Microsoft workloads currently in scope for this engagement, as well as any future workloads in connection with any SmartSupport for Microsoft services provided to the customer. The customer also agrees to provide supporting documentation to Microsoft, if required, to validate AppDirect services and partner support activities. Examples of supporting materials may include but are not limited to: Statement of Work, Migration Plans, Service Tickets, PoC Architecture, etc...
5. Exhibit A Google Workspace Products
Gmail and Calendar Groups for Business Chat and chat spaces Digital whiteboarding with Jamboard Drive storage and Docs editors Video conferencing with Meet Directory management Sites Tasks Notetaking with Keep Google Vault for eDiscovery and information governance |
6. Exhibit B Microsoft 365 Products
Advanced Communications Advanced eDiscovery Azure Active Directory Premium P1 Azure Active Directory Premium P2 Azure Information Protection Premium P1 Business Apps Compliance Manager Premium Dynamics 365 Asset Management Dynamics 365 Business Central Dynamics 365 Commerce Dynamics 365 Customer Insights Dynamics 365 Customer Service Dynamics 365 Field Service Dynamics 365 Finance Dynamics 365 Guides Dynamics 365 Human Resources Dynamics 365 Marketing Dynamics 365 Operations Dynamics 365 Project Ops Dynamics 365 Sales Enterprise Dynamics 365 Sales Insights Dynamics 365 Sales Premium Dynamics 365 Sales Professional Dynamics 365 Supply Chain Management Enterprise Mobility + Security Exchange Online Exchange Online Kiosk Exchange Online Protection Intune Microsoft 365 Apps Microsoft 365 Audio Conferencing Microsoft 365 Business Basic Microsoft 365 Business Premium Microsoft 365 Business Standard | Microsoft 365 E3 Microsoft 365 E5 Microsoft 365 E5 Compliance Microsoft 365 E5 eDiscovery and Audit Microsoft 365 E5 Information Protection and Governance Microsoft 365 E5 Insider Risk Management Microsoft 365 E5 Security Microsoft 365 F1 Microsoft 365 F3 Microsoft 365 F5 Compliance Microsoft Defender for Cloud Apps Microsoft Defender for Endpoint Microsoft Defender for Endpoint Server Microsoft Defender for Identity Microsoft Defender for Office 365 Microsoft Teams Essentials (AAD Identity) Microsoft Teams Phone Microsoft Viva Office 365 Data Loss Prevention Office 365 E1 Office 365 E3 Office 365 E5 Office 365 F3 OneDrive for business Operator Connect Power Apps Power Automate Power BI Project SharePoint Universal Print Visio Windows 10/11 Enterprise and Pro Windows 365 Business |