Support Policy

Technical Support Services

For Tradeshift SaaS Service subscriptions which reference this policy, Tradeshift will provide technical support services relating to such SaaS Services via webform at support.tradeshift.com or via the Customer branded and dedicated Tradeshift Support portal – accessible to both logged-out and logged-in users.

Support services for third party products distributed by Tradeshift may follow alternate support policies as provided in the Order.

Support services are primarily available in English language, but Tradeshift works to provide support in other languages to address customer needs, subject to staffing availability.

Technical support services are provided in the form of tickets, categorized as follows:

  • Incidents – Technical in nature, where the Tradeshift Platform is not working as designed or in the way the solution has been architected, signed-off on and delivered to the Customer. Misconfigurations or issues generated by incorrect data provided by the Customer or its business partners are not considered incidents. This category of support applies only to Customer and Customer’s users, using the Tradeshift SaaS Services in the role of a “Buyer”. It is acknowledged that the Platform is a single multi-tenant application for all Tradeshift users, and therefore Tradeshift will make all reasonable efforts to resolve incidents raised by Connected Entities in addition to those submitted by Customer, however unless multiple connected entities are affected by the same incident raised by Customer, the below response targets are not applicable. The term “Connected Entities” generally refers to the “Seller” who transacts with the “Buyers” referred to above.
  • Help Request (Question /Assistance request) – Platform usage and end-user assistance including services available to the requester’s user or company account. Training and enablement for users on services, options and business interaction requirements or integration layer failure troubleshooting and following assistance.
  • Service Requests – Configuration change requests in the current customer implementation including but not limited to certain Tradeshift provided non-self-serviceable services on the customer account: rollout services, new business firewall implementation or reconfiguration, integration extension. Service Requests are Service Items submitted via the Service Book made available to the customers via the Tradeshift Support system.

Support Hours

Type of Ticket Support Hours
Incidents with Urgent Priority 24/7
All other request or tickets From 9 AM to 5 PM during normal business days in the relevant time zone in which the services are being used (“Working Hours”).

Incidents

Tradeshift has designed its support service to meet the following response time targets based on priority levels.

Priority Level Response Targets
Urgent Incidents responded to within three (3) hours
High Incidents responded to within six (6) Working Hours
Normal Incidents responded to within twelve (12) Working Hours
Low Incidents responded to within twenty four (24) Working Hours

“Response”: Defined as Tradeshift has accepted and acknowledged the ticket and initiated troubleshooting activities.

Incident Priority definitions

Priority Level Definition
Urgent Total Loss of Service with no workaround available such as: Customer’s employees are completely unable to access the web interface or are otherwise unable to use the Tradeshift service at all. Loss of Customer connectivity via the API or other technical integration to the Tradeshift platform. Inability to access the Customer’s content on the Tradeshift platform
High Material or significant loss of Service for Customer’s employees and/or a significant portion of Customer connected entities. A material service impact is not a total loss of service, but there is a severe issue with the platform that blocks essential business processes for multiple Customer employees with no workaround available.
Normal Non-material service impact for multiple Customer employees with no workaround available.
Low Service impacted in a non-significant fashion Any error that has no or little effect on the productive use of the Service. In any case a workaround with similar functionality and comfort is always available.

Tradeshift reserves the right to re-prioritize incidents that do not follow the above defined priority definitions. As well as to re-categorize the incident as an operational or service request in case the identified request does not match the definition of an incident.

Help Request (Question /Assistance request)

Priority Level Response Target
Urgent, High, Normal and Low Average of eight (8) Working Hours

Questions and Assistance requests are worked in the order they are received -not by prioritization.

Service Requests

Priority Level Response Target
Urgent, High, Normal and Low Average of four (4) Working Hours

All Service Requests must be submitted via the Tradeshift provided online Service Book.

Service Items. Certain Service Items, reflecting common tasks, can be requested via the Tradeshift Service Book. The list of Service Items is determined and controlled by Tradeshift and is updated from time to time.

Some Service Items are delivered via a Change Request. Change Requests are generally delivered at a fee to the Customer and require the issuance of a Purchase Order before being completed.

Service Requests fulfilment and delivery is scheduled when all data requirements have been provided.

Priority assignment is dependent on scope, agreement on rollout targets, Service Item delivery sequence and a mutual agreement between the customer and Tradeshift on implementation timeline and schedule.

Customer’s Cooperation and Retained Responsibilities

In order to facilitate rapid response and resolution, Tradeshift relies on Customer to cooperate and take responsibility for elements of issue evaluation and resolution as follows:

  1. Resolution efforts
    1. In the case of Urgent Incidents, Customer shall use reasonable efforts to make appropriate personnel available on a timely basis.
    2. Customer will provide Tradeshift, as soon as reasonably possible, with all relevant information for any given incident, as applicable and known: priority level, rapid response needed by date as appropriate, data integration files, response/failure files, step-by-step screenshots that demonstrate the incident, screencast recordings of the incident where applicable under Customer standards and guidelines, the time of the incident, the amount of time a system action takes to complete (or timeout), users involved in each step, frequency of error, consistency of error, replicability of error, specificity (which specific individual, groups or types of branches, users, suppliers, transactions, or suppliers are impacted), system configuration for impacted users (browser and version, installed browser extensions, operating system, screen resolution, etc) etc, in each case to the extent Customer is permitted to disclose such information to Tradeshift. Customer will provide Tradeshift with any new or changed information regarding the Incident in a timely fashion.
    3. Customer shall use reasonable efforts to consolidate all further communication about an incident via the method agreed with Tradeshift.
    4. Customer shall confirm or reject the resolution of each incident.
  2. Integration Interfaces
      1. Customer is responsible to ensure that the data transferred to Tradeshift is correct, both via integration interfaces as well as data provided for manual processing (e.g.: SMD).
      2. When Customer receives an invoice or a credit note from Tradeshift for processing, it is responsible for acknowledging receipt of said documents back to Tradeshift systems.
    2. Configuration Change Control
        1. Customer shall be responsible for making changes to any of the end-to-end functionality that is within Customer’s control including the ERP, middleware, FTP connections, file mappings etc.
        2. Customer shall notify Tradeshift when Customer changes any configuration in the end-to-end ERP to/from Tradeshift environment.
        3. Customer shall test and sign-off on any Tradeshift side configuration changes requested by Customer in the Tradeshift UAT system (currently known as Sandbox) prior to either Tradeshift or Customer migrating such changes to production.

Additional Services

Tradeshift will enable the following additional support and education services as part of the standard support offering for Tradeshift SaaS Services:

  1. Tradeshift Default Help Desk portal, including:
    1. Tradeshift default Product and Services knowledgebase
    2. Ticketing web form
    3. Links to various additional information portals
    4. Subscribable Release Notes and Announcements
    5. Service Book access to Sellers
  2. Customer branded Tradeshift Help Desk portal, including:
    1. Customer specific Product and Services implementation and user guide – knowledgebase
    2. Ticketing web form – with potential customization, automations
    3. Links to various additional customer specific information portals
  3. Customer Agent Interface, including:
    1. Admin Access for SPOCs to all Customer specific tickets (including tickets from Customer’s employees and connected entities)
    2. Tradeshift Service Book – including buyer specific Service Items
    3. Ticketing Performance Analytics and Reporting
    4. Access to both Support and Onboarding related tickets
  4. Tradeshift University, including:
    1. Access to Tradeshift default Product and Services courses
    2. Hosting and distribution (to Sellers or Customer employee /user base) capabilities for Customer-developed courses
    3. General Tradeshift University courses are available to all customers as part of Technical Support services, however certain industry specific content or features (example, but not limited to Certification Programs) may require additional fees.

Version Number: 2.1

Posted: March 17th, 2020