Online Help Center

The ProcessUnity application contains an extensive Online Help Center, which includes guidance on application administration, end-user application functionality, reporting, user management, and other key features.

Authorized Support Contacts

Customers and business partners may identify up to two primary and two backup support contacts (Authorized Support
Contacts) that serve as the representatives authorized to receive ProcessUnity support services. Authorized Support Contacts must be registered with ProcessUnity Support prior to requesting and receiving support services and must have completed ProcessUnity ADM101 training at a minimum.

Authorized Support Contacts serve as the liaison between the customer and the ProcessUnity Customer Support Team. Customers should notify the ProcessUnity Customer Support Team of any changes to Authorized Support Contact personnel or contact information.

Questions beyond issue resolution and basic application usage, such as customer-specific workflow configuration, data integration services, or custom report design are outside the scope of ProcessUnity Customer Support. For information about Professional Services options, please contact Customer Support.

Contacting ProcessUnity Customer Support

Support requests (questions, problems, suggestions) should be submitted through the ProcessUnity Customer Support portal (preferred method) or via email.

Web Portal: https://processunity.force.com/support
Email: [email protected]

Support hours: 00:00 GMT- 24:00 GMT Monday – Friday (excluding holidays)

Each support request is assigned a unique Case Number in the ProcessUnity support ticketing system. Upon receipt of a new support request via portal or email, an email will be sent acknowledging the request along with a Case Number. After the Case Number is assigned, all on-going correspondence and phone calls with ProcessUnity Customer Support should reference the Case Number.

When submitting a case, at a minimum, please provide the following critical information to expedite resolution / response:

• Contact Name (Authorized Support Contact) – auto-populated if request is submitted through the portal.
• Company Name – auto-populated if request is submitted through the portal.
• Case Priority (P1-P4: See the next section of this document for definitions of these ratings)
• Email Address – auto-populated if request is submitted through the portal.
• Phone Number – auto-populated if request is submitted through the portal.
• Instance Name
• User / Role Experiencing the Issue
• Date / Time of the Issue
• Browser Type and Version
• Third Party Products Involved (if applicable)
• Description of Problem (should include exact error message, if applicable)
• Screenshots or recorded web recordings are desirable

When required for certain cases, customers may be asked to provide additional information and access such as:

• Reproducible test case (Step by Step instructions to reproduce the issue or a recording that shows each step.)
• Access to the production instance to expedite issue resolution

At the time of initial reporting, a customer support representative will be assigned to coordinate the resolution of the reported problem or question. In the interest of achieving efficiency and timeliness in resolving the case, the Authorized Support Contact should work solely through the assigned support representative.

During the troubleshooting process for customer reported issues, ProcessUnity may request access to a customer’s production instance to aid in the resolution process. If access cannot be provided, ProcessUnity will attempt to recreate the issue for resolution in the customer’s sandbox or via a joint session using remote screen sharing tools.

Case Prioritization and Definitions

ProcessUnity Customer Support will respond to cases reported by customers according to the case priority as defined below. Each case will be initially assigned P1, P2, P3 or P4 by the Authorized Support Contact submitting the case. ProcessUnity understands there may be other factors that justify the need to assign a higher priority than described. If ProcessUnity reasonably determines the case requires a higher or lower priority, then ProcessUnity may change it accordingly. Case priorities are defined as follows:

Priority	Definition
P1	The service is down or unavailable with no viable workaround. P1 is reserved for Production Environments only.
P2	The application fails, which results in a service interruption or degradation impacting significant aspects of business operations. There is an intermittent loss of user connectivity and productivity. A viable workaround is in place.
P3	Cosmetic issues, documentation errors or minor functionality limitations.
P4	How-to questions or product enhancement requests for product features and documentation improvements.

Response and Resolution Targets
ProcessUnity makes commercially reasonable efforts to achieve the following problem resolution service levels:

Priority	Acknowledgement	Response	Customer Communication	Resolution
P1	1 hour	Continuous work until case is resolved 24-hour turnaround	At least daily and as required or requested by the Customer	Connectivity has been restored to the service
P2	<1 day	Continuous work until an acceptable workaround is provided	Weekly, or as required or requested by Customer	Hotfix, Patch Release, Minor Release or Major Release as required
P3	Next Business Day	Analysis within 2-4 days	As appropriate	A product enhancement ticket will be created for potential future release consideration
P4	<1 week	As appropriate	As appropriate	ProcessUnity discretion

Definition of Terms

Acknowledgment: The maximum allowed time period from when a new support request is acknowledged by ProcessUnity Customer Support.

Response: The estimated maximum time period from the initial case report until a workaround, patch or other solution is provided or communicated.

Customer Communication: The frequency of communication between the Customer and ProcessUnity Customer Support.

Resolution: The action taken by ProcessUnity to address the issue and close the case.

If necessary, cases identified as application issues are prioritized by Customer Support and resolved with engineering in the form of a hotfix, patch or release.

There are many factors that determine the priority of an issue and the manner in which a fix is released.

• Workaround available
• Priority of case
• Impact to specific customer’s implementation
• Impact to all customers

Workaround: An acceptable workaround allows the customer to continue to use the application or allows the customer to modify a portion of their process until a software fix is available.

Application Releases

Release Type	Description
Major Release	Major Product Feature Changes, potentially including user interface changes, significant feature improvement or introduction of new features, along with defect resolutions.
Interim Release	Minor Product Feature Changes including improvements to existing features and new features that can be selectively enabled, along with defect resolutions.
Service Updates	These include standard infrastructure updates to stay current with support and security levels. These updates will not affect your ProcessUnity release levels.
Patch Release	Time-sensitive production issue resolution.

ProcessUnity provides access to new releases by automatically upgrading customers to the most current version of the application during the Maintenance Window. For Major and Interim Releases, a notice is sent via e-mail to the Authorized Support Contacts describing the new release and the anticipated release date. Authorized Support Contacts can access related release summaries describing what is included in the release on the ProcessUnity Customer Support portal.

Maintenance Window: 8:00 pm Friday – 6:00 pm Sunday USA Eastern Time, during which time ProcessUnity may deploy Releases or conduct routine and non-emergency maintenance of the Service.

Supported Browsers & SSO Technology

Browser	Microsoft Edge Chromium – Supports latest stable browser version. Internet Explorer mode for Microsoft Edge Chromium isn’t supported. Mozilla® Firefox® – Support latest stable browser Version. Google Chrome – Support latest stable browser Version. Safari® for macOS® – Support latest stable browser Version. Microsoft Internet Explorer – NOT SUPPORTED Microsoft Edge (Non-Chromium) – NOT SUPPORTED
SSO	SAML 2.0

APPENDIX A

ProcessUnity Service Level Credits

Service Level Agreement	Measurement	Metric Calculation	Interruption Severity	SLA Penalty	Penalty Calculation
Vendor System Availability   99.9%	Monthly average (over any 30 day rolling period)	Total hours available per month / Total hours per month	Yellow: 99.50% – 99.89%Red : < 99.50	Yellow = 2% Red = 5%	SLA Penalty Percentage amount times the total annual subscription divided by 12 months (ex: 5% * ($80K / 12 months)
Response & Resolution RTO	Actual # of hours to recover fully	Total number of hours to recover fully	P1 -< 24 hrs P2 – < 48 hrs	Red = % Red = 5%	SLA Penalty Percentage amount time the total annual subscription divided by 12 months (ex: 5% * ($80K / 12 months)

DOWNTIME EXCLUSIONS. Downtime is limited solely to the unavailability of the ProcessUnity Services to all customers determined to be caused by an issue within the ProcessUnity Services. Downtime does not include unavailability when caused by one or more of the following: (i) scheduled maintenance; (ii) the failure of Customer or third-party equipment, software, or other technology (other than those within ProcessUnity’s direct control) upon which the ProcessUnity Services are dependent; (iii) a force majeure event; (iv) an attack on ProcessUnity’s infrastructure, including without limitation, a denial of service attack or unauthorized access (i.e., hacking); (v) unavailability not reported by Customer in accordance with the procedures set forth herein within 5 days after the date on which the Uptime Percentage dropped below 99.5%; or (vi) unavailability that is caused by Customer’s breach of this Agreement.

All SLA penalties shall be credited to Customer within thirty (30) days. At Customer’s election, SLA penalties may either offset future invoices or be promptly refunded to the Customer. If the monthly average availability is categorized as “Red” for three or more months in any twelve month period, Customer may elect to cancel its subscription by providing written notice within two months of such triggering event, and ProcessUnity shall refund any prepaid but unused remaining balances on a pro-rata basis.

Disaster Recovery: ProcessUnity maintains complete Disaster Recovery capabilities as part of its services. Procedures are regularly tested to ensure its Recovery Time Objective (RTO) of 4 hours and Recovery Point Objective (RPO) of 1 hour are maintained.

Case Prioritization and Definitions
Priority	Definition
P1	The service is down or unavailable with no viable workaround. P1 is reserved for Production Environments only.
P2	The application fails, which results in a service interruption or degradation impacting significant aspects of business operations. There is an intermittent loss of user connectivity and productivity. A viable workaround is in place.
P3	Cosmetic issues, documentation errors or minor functionality limitations.
P4	How-to questions or product enhancement requests for product features and documentation improvements.