Client Support

The DealCloud Client success team is committed to providing our global Client base with world-class support. Members of our Client success team help troubleshoot problems with our product, answer questions about product functionality and submit Client enhancement requests to the DealCloud product management team for consideration in future product releases.

Client support includes:

  • Responding to Client requests and
  • Providing workarounds when
  • Providing unlimited access to the DealCloud University website (https://www.dealclouduniversity.com), where Clients can access getting started resources, how-to videos, platform manager certification, FAQs and

Communication Channels

Clients may use the following communication channels to reach DealCloud Client support to ask questions, report issues or to request product enhancements:

  1. Sending an email to support@dealcloud.com.
  2. Calling 1 (704) 248-5659 or 1 (800) 585-7471.

Incident Tracking

DealCloud tracks all product support communications through the use of its help desk system and the assignment of an incident tracking number to each incident. Each incident will remain open until the issue has been satisfactorily resolved in DealCloud’s reasonable judgement. If the Client disagrees with DealCloud status designation, they can follow the Incident Escalation Process, described below, for remediation. The expected lifecycle for all incidents is as follows:

  1. Client reports support incident to DealCloud. This report should include a detailed description of the issue and if relevant an email with all relevant screenshots, error messages or files. This comprehensive information regarding the incident facilitates a timely resolution of the
  2. A DealCloud Client success team member enters the incident into the help desk system and assigns a unique incident tracking
  3. DealCloud will attempt to resolve or reproduce the problem at the time the incident is reviewed in the help desk system.
  4. If a resolution cannot be found, the Client success team member will escalate the incident to the appropriate DealCloud
  5. When the issue is resolved, the incident is closed in the help desk

Incidents and the Software Development Process

If an incident is confirmed to be a software defect, the DealCloud defect management process will be initiated. A Client success team member will verify the incident is a defect and will enter the defect into the defect management system with a reference to the

incident tracking number. DealCloud’s product management team will assess the defect

and determine a timeline for resolution and inclusion in a product release.

Incident Prioritization

DealCloud prioritizes each incident in order to establish a resolution path and to ensure the most critical incidents are addressed in a timely manner. Incidents are assigned one of the following prioritization categories:

  1. Client is unable to use the product.
  2. Client is able to use the product, but operation is severely
  3. Client is able to use the product with some restrictions on the functions that do not have a critical
  4. Incident causes little or no impact on the Client’s usage or the Client has a workaround for the issue. Client has a question or a requests
  5. Client provides input for product

Based on the prioritization categories above, the resolution timelines stated in Table 1 below apply:

Priority Category Initial Response Interim Resolution/ Workaround Final Resolution
A Within one (1) hour Within one (1) business day. Next scheduled release.
B Within one (1) hour Within one (1) business day. Next scheduled release.
C Within one (1) hour Within five (5) business days. As determined by product management team.
D Within four (4) hours Within ten (10) business days. As determined by product management team.
E Within four (4) hours Not Applicable. As determined by product management team.

Note: All response times are based on submission of the issue between the hours of 8 AM to 12 AM British Daylight Time (UTC +1), Monday through Friday.

Incident Escalation Process

DealCloud requests Clients notify the DealCloud Client success team if an issue is not resolved to the Client’s satisfaction. The DealCloud Client success team will make up to two (2) additional attempts to verify the issue has been resolved. If no response is received from the Client, the issue will be considered closed. In the event that DealCloud does not handle incidents with the same sense of urgency relayed by the Client or in the event the Client disagrees with DealCloud’s determination that an incident is closed, the incident may be escalated to DealCloud’s management team by sending an email to support- mgmt@dealcloud.com.

DealCloud Platform Availability

The DealCloud platform is hosted in a Virtual Private Cloud in the Microsoft Azure platform. There is no single point of failure in the production architecture. The servers are constantly monitored and new hardware is added when required to accommodate for load.

Microsoft Azure SLA provides each service to have a minimum of 99.9% monthly uptime. DealCloud’s production infrastructure is hosted in multiple Microsoft Azure regions along with redundancy in same region. This enables DealCloud to provide an SLA of 99.9% monthly uptime.

DealCloud Platform – Monthly Uptime Percentage

99.9%

The definition and calculation of DealCloud Platform Monthly Uptime is defined below:

Maximum Available Minutes: The total number of minutes in a given DealCloud subscription during a month.

Downtime: The total accumulated minutes that are part of Maximum Available Minutes that have no service available. Downtime excludes announced and pre-communicated maintenance windows.

Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:

𝑀𝑜𝑛𝑡ℎ𝑙𝑦 𝑈𝑝𝑡𝑖𝑚𝑒 𝑃𝑒𝑟𝑐𝑒𝑛𝑡𝑎𝑔𝑒 = ( ( 𝑀𝑎𝑥𝑖𝑚𝑢𝑚 𝐴𝑣𝑎𝑖𝑙𝑎𝑏𝑙𝑒 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 − 𝐷𝑜𝑤𝑛𝑡𝑖𝑚𝑒 ) / 𝑀𝑎𝑥𝑖𝑚𝑢𝑚 𝐴𝑣𝑎𝑖𝑙𝑎𝑏𝑙𝑒 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 ) × 100

Service Credits and Claims

In the event of a failure to meet this Service Level Agreement, DealCloud will issue a Service Credit to the Client. The Service Credit will be in the amount of a percentage of the fees paid by the Client for the applicable Service and will be limited to a percentage of monthly proration of the Client annual license fee for impacted users. The monthly Service Credit Percentage is defined as:

  • 10% for uptime between < 99.9% and ≥ 0%
  • 20% for uptime below < 0%

The Service Credit Percentages above are not cumulative. The Client is entitled to a maximum Service Credit of 20% as defined above.

In order for DealCloud to consider a claim, a DealCloud Client must submit the claim to support@dealcloud.com including all information necessary for DealCloud to validate the claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of the Client’s attempts to resolve the Incident at the time of occurrence.

The claim must be received within one month of the end of the month in which the Incident that is the subject of the claim occurred. For example, if the Incident occurred on February 15th, DealCloud must receive the claim and all required information by March 31st.

DealCloud will evaluate all information reasonably available and make a good faith determination of whether a Service Credit is owed. DealCloud will use commercially reasonable efforts to process claims during the subsequent month and within forty-five (45) days of receipt. The Client must be in compliance with the Agreement in order to be eligible for a Service Credit. If DealCloud determines that a Service Credit is owed to the Client, the credit will be applied the Service Credit to the Client’s applicable user license fees as defined above.

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