BX Premium Support Terms

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1. Definitions


The definitions used in this BX Premium Support Terms have the meaning given to them in this section 1.

Definition 

“Availability” means the availability of the BX Service in accordance with the formula under section 3.1.

“Bottomline” means Bottomline R&D B.V.

“BX” means the inventory routing optimization application, delivered through a logistics cloud platform and the BX API. 

“BX Add-On(s)” means a service or services to which the Customer can subscribe in addition to the BX Subscription, such as the provision of a BX Integration. 

“BX API” the standard application programming interface between BX and an Integration, enabling the exchange of data between BX and Third-Party Systems.

“BX Data” means the output data generated in BX as a result of the use of the BX Service.

“BX Integration” means an Integration created by Bottomline.

“BX Premium Support” means Expert Users have access to Help Center Support as set out in this BX Premium Support Agreement.

“BX Service” means the service offering BX and the BX API.

“BX Standard Support” means Expert Users have access to Help Center Support during Working Hours and to the BX Knowledge Base.

“BX Subscription” means a subscription to the BX Service.

“Critical Service” means any part of the BX Service necessary to complete the primary steps in the process of planning, executing and reconciling trips.

“Customer” means the legal entity entering into the Agreement, as stated in the Order Form.

“Downtime” means the time (measured in hours, with two decimal points) during which the BX Service is not available in a given month, excluding non-availability arising from:  

  • Scheduled Maintenance;
  • Downtime of services and/or infrastructure of Bottomline’s supplier(s); 
  • slowness or other performance issues with individual features
  • issues that are related to (components of) IT systems, owned and/or appointed and/or contracted and/or used by a User;
  • any products or features identified as pilot, alpha, beta or similar
  • external network or equipment problems outside of Bottomline’s reasonable control, such as bad routing tables between an internet service provider (ISP) and Bottomline’s server;
  • a Force Majeure Event

“Expert User” means a User, appointed and authorized by Customer to provide First Line Support to other Users and to receive Help Center Support from Bottomline.

“First Line Support” means setting data and parameters in BX and answering Users’ tablet-related questions, and any other questions related to the use of and settings in BX and BX Add-Ons.

“Force Majeure Event” means any unavailability of Services caused by circumstances beyond Bottomline’s reasonable control including, without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, acts of (cyber) crime, strikes or other labor problems (other than those involving Bottomline’s employees), failures or delays of suppliers, or internet service provider failures or delays.

“Help Center” means the support application in which Tickets are created and processed. 

“Help Center Support” means Bottomline’s support team answering questions and requests regarding and resolving issues in BX, either at a standard level (BX Standard Support) or premium level (BX Premium Support), excluding First Line Support.

“Incident” means an interruption to the BX Service due to a malfunction in BX.

“Incident Notification” means the report of an Incident by Customer.

“Integration” means software, connected to the BX API, enabling the exchange of data between BX and Third Party Systems. 

“Knowledge Base” means Frequently Asked Questions (FAQ) and other information on the use of the BX Service made available by Bottomline in BX.

“Maintenance” means maintenance to (any components of) BX or a BX Add-On and their underlying infrastructure, including the release of Updates and/or New Versions. 

“Maintenance Time” means time (measured in hours, with two decimal points) spent on Scheduled Maintenance. 

“New Version” means a successive version of BX, containing features and/or functionality that significantly change(s) or improve(s) the features and/or functionality of the then-current version.

"Order Form" means the document confirming the Services purchased.

“Professional Services” means certain professional services, e.g. consultancy, onboarding support, training, or software development.

“Resolution” means any measure that remedies an Incident, whether temporary or final.

“Resolution Time” means the time, elapsed between the creation of a Ticket, confirming an Incident Notification and a Resolution. 

“Response” means the first response by Bottomline’s support team in a non-automated way after the creation of a Ticket, confirming an Incident Notification. 

“Response Time” means the time, elapsed between the creation of a Ticket, confirming an Incident Notification and the Response. 

“Scheduled Maintenance” means Maintenance, scheduled in advance by Bottomline or its suppliers.“Services” means the BX Service and the provision of BX Add-Ons and Professional Services, as agreed between the Parties.

"Third-Party Systems" means Customer’s or a third party’s IT systems, managed by Customer or a third party, from which Customer Data are retrieved to be processed in BX or to which BX Data are transferred from BX. 

“Ticket” means the registration of an Incident Notification, question or request regarding the BX Service in the Help Center.

“Total Use Fee” means the total fee for all BX Subscriptions and subscriptions to BX Add-Ons, determined by the total number of BX Subscriptions and Subscriptions to BX Add-Ons in the month preceding x the Use Fee.

“Use Fee” means the monthly fee to be paid by the Customer for a BX Subscription and, if applicable, the subscription to a BX Add-On.

"User" means Customer’s, Affiliate’s or their business relations’ employee, representative, consultant, contractor or agent who is authorized by Customer to use the BX Service.

“Working Days” means Mondays up to and including Fridays with the exception of official public holidays in the Netherlands. 

“Working Hours” means the hours between 9 AM and 5 PM CE(S)T on Working Days.

2. Applicability and term


This BX Premium Support Agreement applies if BX Premium Support is explicitly included in the BX Subscription level purchased by the Customer, for the term of the BX Subscription. 

3. Availability


3.1 Measurement

Availability is measured in hours (with two decimal points) per month at the infrastructure deployed by Bottomline, using server monitoring software, in accordance with the following formula:

(number of hours in a given month - Maintenance Time) - Downtime
(number of hours in a given month) - Maintenance Time

3.2 Availability service level

The service level for Availability is 99%.

3.3 Service credits

Should Bottomline fail to meet the service level for Availability in a given calendar month, Customer will receive a service credit as its sole remedy. The service credit will be determined in accordance with the following table: 

Actual availability

Service to credit

99% - 95%

10% of the Use Fee for the relevant BX Subscription in the relevant month

95% - 90%

25% of the Use Fee for the relevant BX Subscription in the relevant month

90% - 50%

50% of the Use Fee for the relevant BX Subscription in the relevant month

50% - 0%

100% of the Use Fee for the relevant BX Subscription in the relevant month

 

3.4 Service claim credit procedure

To receive service credits Customer must submit a claim to Bottomline within thirty (30) calendar days from the month in which the failure occurred. Approved claims for service credits will result in a credit made by Bottomline against the Total Use Fee due in the month following the month in which the claim was made. Service credits will be paid only if Customer has paid all of its outstanding invoices. 

All claims will be verified against Bottomline’s system records which will be decisive.

4. BX Premium Service


4.1 Introduction

If Customer has purchased a BX Subscription including BX Premium Support, Incidents are resolved in accordance with this section 4.

4.2 Urgency categories

The service levels for the resolution of Incidents set forth in section 4.3 are determined based on a classification by Bottomline’s support team, according to the below urgency categories. In the event of a disagreement between the Customer and Bottomline’s support team on which urgency category applies, the classification of Bottomline’s support team is decisive: 

Urgency Category

Description of the incident

Critical

A Critical Service is no longer performed. 

High

Critical Services are performed but the work of multiple Users is impacted and no workaround is available.

Medium

Critical Services are performed but: (i) the work of a single User is impacted and no workaround is available or (ii) the work of multiple Users is impacted and a workaround is available.  

Low

Inconvenience is caused but no User’s work is impacted. 

4.3 Service levels

The service levels for the resolution of incidents are:

Urgency Category

Response Time

Resolution Time

Critical

< 1 hour < 4 hours

High

< 4 Working Hours < 8 Working Hours

Medium

< 8 Working Hours < 7 Working Hours  

Low

< 8 Working Hours N/A

5. Communication


5.1 Help Center Support

Incident Notifications and other requests for Help Center Support can be made by creating a Ticket in the Help Center. If a Ticket is created outside Working Hours, it will be deemed to have been submitted at 9 AM (CE(S)T) the next Working Day. Incident Notifications and other requests for Help Center Support can be submitted by Expert Users only. Whether or not a Help Center Support is provided and if yes, the condition(s) under which it will be provided is at the sole discretion of Bottomline. Bottomline reserves the right to refer the Customer to the FAQ in the Knowledge Base, instead of providing Help Center Support.

5.2 Incident Notifications urgency category “Critical”

If the Customer suspects that an Incident of urgency category “Critical” has occurred, the Incident shall be reported by telephone only. Bottomline’s support team can be contacted for such Incidents  24/7. The support team will create a Ticket immediately after such Incident Notification is made. 

5.3 Contact details

The contact details of Bottomline support team shall be published in BX.  If the BX Service is not available or Customer wishes to notify an Incident of urgency category “Critical” the following emergency telephone number is available: +31-73-7470650.