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Docebo – Service Level Agreement


Helpdesk Services / SLA & Premium Support Packages

current as of April 1, 2024

Docebo has updated its Helpdesk Services/SLA and these terms will be effective and applicable for subscriptions purchased via an Order Form (i.e. an Order Form that does not co-terminate with an existing Order Form).

For existing Customers who have executed Agreements prior to September 2022, “Schedule A” or the “Helpdesk Services Addendum” of the Agreement continues to be applicable until such time the Parties agree to update the documentation.

The following terms detail the baseline standard Helpdesk Services/SLAs applicable to all Docebo Customers. If Customer elects to purchase any of the Premium Support offerings (Essential, Advantage, Premier or Elite support (as detailed below)) (“Premium Support”) then these standard Helpdesk Services/SLAs will form the foundation of the Helpdesk Services and the preferential terms of the Premium Support offering will layer over this standard support to enhance certain features of the service. In the event of any conflict between the standard Helpdesk Services/SLAs and the Premium Support terms, Premium Support terms shall prevail.

The applicable terms are incorporated into the Agreement as if specifically set forth therein in relation to the Helpdesk Services by Docebo. Except as specifically provided herein, all other terms and conditions contained in the Agreement shall remain in full force and effect. Any capitalized term used throughout these terms, and not defined herein, shall have the meaning set forth in the Agreement.

  • General Description of Helpdesk / Support Services. 

Customers may contact the Docebo helpdesk 24/7 using the helpdesk tool available within the Docebo Software, which is fully integrated with the Docebo ticket management system or through the form accessed within the Services. The details and response times relating to each of the different Helpdesk Services are set forth below.

  • Helpdesk and Support Definitions.

Business Hours” are defined as the operating hours (being 9AM – 6PM Monday-Friday) in the time zone that corresponds with Customer’s billing address as stated in the applicable Order Form or SOW, excluding public holidays.

ETA” means the estimated length of time it will take to address the Incident via deployment of mitigation procedures.  

First Response” means the period between the time when the Incident was reported in full, and the time when an acknowledgement via ticket was made by any of Docebo’s personnel.

Incident” means any incorrect functioning of the Services which results in the failure of the Services to operate in full compliance with the standards set out in the Agreement. 

Production Instance” means a Docebo instance which is tied to an Active User subscription.

Support Request” means any support ticket reporting an Incident to Docebo via an appropriate methodology of submission, as discussed herein.

  • Incident Descriptions / Response. 

Customer will perform a self-diagnosis of each Incident and make a recommendation to Docebo with regard to the severity level of that Incident at the time of reporting. Docebo may, re-categorise any Incident based on additional information and shall communicate such re-categorisation to the Customer. Prior to reporting an Incident, the Customer will have investigated and eliminated any internet or environment issues arising from its equipment, or for which it has responsibility (e.g. internet connectivity). 

Table 1 – Severity Descriptions
Urgent Critical production issue affecting all users, including system unavailability, with no workaround available.
High Issue is persistent, affects many users and/or impacts core functionality or results in significant performance degradation with no reasonable workaround available.
Normal Errors in functionality within the application, often accompanied by workarounds or affecting some but not all users.
Low General inquiries on the use of the application; or cosmetic errors or incidents which otherwise do not require immediate attention; or rare errors that appear during unusual conditions or are otherwise unlikely in normal use; or errors which have a sustainable workaround.
Table 2 – Service Level Targets*
Severity First Response Follow Up Response Time
Urgent 2 Hours Within 5 Hours.
High 6 Business Hours As promptly as commercially feasible.
Normal 12 Business Hours As promptly as commercially feasible. 
Low 16 Business Hours As determined by Docebo’s Learning & Support Team. 

*Notes:

    1. Urgent SLA applies only to issues submitted via Support Web Form” (which can be accessed via this link: https://docebo.zendesk.com/hc/en- us/requests/new) and confirmed as Urgent by Docebo; which confirmation will be presumed, provided that the conditions of the definition of any Urgent Incident are met or as otherwise directed by Docebo.
  • This table applies only to Production Instances and only to tickets submitted from the “Docebo Communication Center” (in platform), or the “Support Web Form” (which can be accessed via this link: https://docebo.zendesk.com/hc/en-us/requests/new). For the avoidance of doubt, in- platform chat and tickets generated from in-platform chat do not apply to these target metrics.
  • Support Requests / Incident Response Procedures
  • Support Requests

The following information, to the extent know and applicable, should be provided in any Support Request to address Incidents: 

  1. A detailed description of the issue, with as much reasonable detail as can be provided with reference to the problem in a clear step by step format.
  2. The URL of the platform where the issue is occurring.
  3. The error message provided, and the exact steps necessary, if known, to reproduce the error.
  4. The user(s) that are affected by the issue.
  5. Any applicable screenshots or video captures.

Support Requests lacking this information will not be considered as part of any service level measuring report, except to the extent that such information is not available or known to the Customer.

  • Customer’s General Responsibilities

With respect to Helpdesk Services, the Customer agrees that it will reasonably cooperate with Docebo and will, be responsible for:  (i) documenting and reporting errors promptly; (ii) providing sufficient information for Docebo to duplicate the error, assess the situation, and/or undertake any needed or appropriate corrective action; (iii) following instructions or suggestions from Docebo regarding use, maintenance, upgrades, repairs, workarounds, or other related matters; (iv) having adequate technical expertise and knowledge of their configuration of the Production Instance and familiarity with the Services, (v) designating two (2) members (or more as agreed to by the Parties) of its staff to serve as the Customer’s system administrators to contact Docebo with support issues; (vi) providing Docebo with reasonable access to Customer’s personnel during Business Hours; and (vii) carrying out procedures necessary to test the rectification of the reported errors or malfunctions within a reasonable time after such procedures have been received from Docebo. 

  • Reproducing Errors

To the extent applicable, Customer understands and acknowledges that Docebo, in certain circumstances, must be able to reproduce errors in order to resolve them. Therefore, the Customer agrees to cooperate and work closely with Docebo to reproduce errors, including conducting diagnostic or troubleshooting activities, as the same may be reasonably requested and appropriate and subject to the Customer’s approval, on a case-by-case basis, End Users may be asked to provide remote access to their Docebo account and/or desktop for such troubleshooting purposes.

  • Exclusions

Issues that arise in the following categories are not Incidents and are expressly excluded from the Helpdesk Services and service level targets detailed above:  (i) Custom Cascading Stylesheets (CSS), (ii) support to third party authoring tools, (iii) support to third party system(s) or platform integration(s), where the integration is not developed or managed by Docebo, (iv) support in troubleshooting of e-learning content packages built with third party authoring tools, and (v) custom built authentication methods between Docebo and the Customer where such method is built by or on behalf of the Customer (other than by Docebo) and is not maintained by Docebo.

  • Additional Charges for Exclusions

If a reported problem (or if the Customer otherwise requests assistance) is an exclusion as set out in Section 4.(4) above, Docebo will notify the Customer in advance and, as promptly as possible, may, with Customer’s prior written approval, move forward with attempted resolution of such problem, and charge the Customer at Docebo’s then-current standard hourly rates for all associated work. Customer agrees to pay Docebo in accordance with Section 5 of the Agreement upon receiving an invoice for said work.

  • Service Availability. For the purpose of this Section 5, the following definitions shall apply:
  • Excused Outage” means, any Unavailability that is due to:
  • Planned downtime. Planned downtimes are downtimes that are scheduled during “Maintenance Windows”.
  • Emergency downtime. With respect to emergency downtime, Docebo shall provide the Customer with as much notice as practical under the circumstances and strives to provide a minimum of twenty-four (24) hours’ advanced notice of emergency downtime that will impact Customer’s access to the Services. Docebo shall make commercially reasonable efforts to schedule emergency downtime in off peak hours (based on the Customer’s business hours). 
  • Force Majeure. Any Unavailability caused by a Force Majeure Event. 
    1. Non Excused Outage” means anything other than an Excused Outage. 
    2. Unavailable” or “Unavailability” means that all or the majority of the request for the Services are constantly timing out or failing with a server side error code; and (b) with respect to unavailability of the configuration portal, that the portal is not available for log on for all End Users. For greater certainty, there shall be no Unavailability as a result of (i) a failure of the Customer to correctly configure the Services in accordance with the Documentation and/or Docebo’s instructions; (ii) the unavailability of web pages due to Customer internet connectivity issues; or (iii) unavailability of one or more specific features while other key features remain available.
  • Docebo has established the Services such that they will be available at least 99.9% of the time, as measured on a monthly calendar basis (“Availability Percentage”) as follows:

Availability Percentage = ((T – EO) – IEO / (T – EO)) x 100%

T = Total Monthly Time

EO = Total Monthly Excused Outages

IEO = Total Monthly Non-Excused Outages 

  • If Docebo fails to achieve the Availability Percentage for two (2) calendar months in any six (6) month period then the Customer shall be granted service credits in compensation for the same (“Service Credits”), as detailed below. The value of Service Credits is calculated as a percentage of the pro rata monthly charges paid by the Customer to Docebo for Services under the applicable Order Form or SOW, in accordance with the schedule below.

Availability Percentage     Service Credit Percentage

Less than 99.9% but equal to or greater than 99.0%       10.0%

Less than 99.0%       30.0%

  • Docebo will apply Service Credits to the Customer’s account. In the event there are no further Fees owing under the Agreement, Docebo shall issue the Customer a refund within 60 days. 
  • Docebo’s failure to achieve the Availability Percentage for four (4) consecutive calendar months during the Term shall be a material breach of the Agreement.

ESSENTIAL

The following terms detail the enhanced service levels pertaining to the Service – “Premium Support – Essential” and, if stated in the applicable Order Form, are incorporated into the Agreement as if specifically set forth therein in relation to the Helpdesk Services by Docebo. 

  • Severity Descriptions – Essential

The Premium Support – Essential offering, as one of its key value propositions, offers specific response targets, phone and chat support, certification credits and dedicated access to Docebo support. 

Table 1 – Severity Descriptions
Urgent
  • Any Urgent Infrastructure, Software, or Security issue, as defined below.
High
  • Issue is persistent, affects many users and/or impacts core functionality or results in significant performance degradation with no reasonable workaround available.
Normal
  • Errors in functionality within the application, often accompanied by workarounds or affecting some but not all users.
Low
  • General inquiries on the use of the application; or cosmetic errors or incidents which otherwise do not require immediate attention; or rare errors that appear during unusual conditions or are otherwise unlikely in normal use; or errors which have a sustainable workaround.
  • Severity Levels – Advantage

Severity First Response Follow Up Response Time
Urgent 90 minutes Within 12 hours.
High 4 Business Hours Within 16 hours
Normal 6 Business Hours Within 16 hours
Low 12 Business Hours As determined by Docebo’s Learning & Support Team.
  • Support – Essential 

  1. Support Hours. Ticket submission support is available 24 hours, 7 days per week.
  1. Phone. Supported Users can access Docebo Support experts in real time via a dedicated phone line 24 hours a day, 7 days a week.
  1. Supported Users. A “Supported User” means an individual user who has completed the requisite training and certification and granted access to contact and engage Docebo Support. This Service includes two (2) Supported Users.
  1. Docebo Pro Certifications – Docebo Pro Certification includes the required training material and certification examination for Customer’s admin users to become certified on the Docebo platform. This Service includes two (2) users to register in the Docebo Pro Certification program.

ADVANTAGE

The following terms represent enhanced service levels pertaining to the Service titled “Premium Support – Advantage” and are incorporated into the Agreement as if specifically set forth therein in relation to the Helpdesk Services by Docebo.

  • Severity Descriptions – Advantage

The Premium Support – Advantage offering, as one of its key value propositions, offers specific response targets, phone and chat support, certification credits and dedicated access to Docebo support. 

Table 1 – Severity Descriptions
Urgent
  • Any Urgent Infrastructure, Software, or Security issue, as defined below.
High
  • Issue is persistent, affects many users and/or impacts core functionality or results in significant performance degradation with no reasonable workaround available.
Normal
  • Errors in functionality within the application, often accompanied by workarounds or affecting some but not all users.
Low
  • General inquiries on the use of the application; or cosmetic errors or incidents which otherwise do not require immediate attention; or rare errors that appear during unusual conditions or are otherwise unlikely in normal use; or errors which have a sustainable workaround.
  • Severity Levels – Advantage

Severity First Response Follow Up Response Time
Urgent 1 hour Within 6 hours.
High 2 hours Within 12 hours
Normal 6 Business Hours Within 12 hours
Low 12 Business Hours As determined by Docebo’s Learning & Support Team.
  • Support – Advantage 

  1. Support Hours. Chat support is provided 24 hours, 5 days per week (Monday to Friday); ticket submission support is available 24 hours, 7 days per week; Supported Users have direct access to a senior technical advisor.
  2. Phone. Supported Users can access Docebo Support experts in real time via a dedicated phone line 24 hours a day, 7 days a week.
  1. Supported Users. A “Supported User” means an individual user who has completed the requisite training and certification and granted access to contact and engage Docebo Support. This Service includes four (4) Supported Users.
  1. Docebo Pro Certifications – Docebo Pro Certification includes the required training material and certification examination for Customer’s admin users to become certified on the Docebo platform. This Service includes four (4) users to register in the Docebo Pro Certification program.
  1. Professional Services Hours – 10 hours are included as part of the Premium Support – Advantage Services.
  • Enhanced Services

  1.       Key Event Management available on-call specialized resources during critical events (may be engaged up to 1 time per year). Responsibilities include pre-event analysis and planning, real time monitoring during the event and issue analysis and mitigation during the event. The Docebo team will proactively plan which personnel and systems need to be in place to ensure proper coverage during high volume events. Customers may purchase additional Key Event Management credits during the Term.
  2. Quarterly reporting – on active ticket reviews, utilization metrics, governance and technical review, beta access and consultative services.
  3. Senior Technical Team – dedicated senior technical team to handle cases.

PREMIER

The following terms represent enhanced service levels pertaining to the Service titled “Premium Support – Premier” and are incorporated into the Agreement as if specifically set forth therein in relation to the Helpdesk Services by Docebo.

  • Severity Descriptions – Premier

The Premium Support – Premier offering, as one of its key value propositions, offers the Customer additional categories of production environment events that are classified as Urgent issues. For all Customer-reported Urgent issues, the Customer shall engage Docebo Customer Support by submitting a ticket via help.docebo.com or calling the dedicated support phone line (see details below).

Table 1 – Severity Descriptions
Urgent
  • Any Urgent Infrastructure, Software, or Security issue, as defined below.
High
  • Issue is persistent, affects many users and/or impacts core functionality or results in significant performance degradation with no reasonable workaround available.
Normal
  • Errors in functionality within the application, often accompanied by workarounds or affecting some but not all users.
Low
  • General inquiries on the use of the application; or cosmetic errors or incidents which otherwise do not require immediate attention; or rare errors that appear during unusual conditions or are otherwise unlikely in normal use; or errors which have a sustainable workaround.

URGENT ISSUE DEFINITIONS

The Premium Support – Premier offering, as one of its key value propositions, offers Customers additional categories of production environment events that are classified as Urgent issues.  The set of Urgent Issues categories for Premium Support are described below:

  1. Urgent Infrastructure Issue: means the unavailability of one or more critical Service(s) due to an issue with the underlying infrastructure of the Service(s).  Examples of issues in this category include: sustained overloading of compute infrastructure running key customer-facing services, prolonged database unavailability or significant latency due to high computational load, oversubscribed I/O consumption, and similar.
  2. Urgent Software Issue: means the significantly broad Customer-impacting software errors that impair or degrade the Service(s) without a known or acceptable workaround. Examples of these issues include: the unavailability of Customer-facing backend APIs, unavailability or severe performance degradation of frontend software components, and similar.
  1. Urgent Security Issue: means any issue that represents a significant security threat to either the Customer or to Docebo. Examples of these issues include: an issue representing risk to the confidentiality or integrity of Customer information, risk of unauthorized access to a Docebo product instantiation, a security breach, and similar.
  • Severity Levels – Premier

Severity First Response Follow Up Response Time
Urgent 30 minutes Within 4 hours.
High 1 hour Within 10 hours
Normal 2 Business hours Within 10 hours
Low 1 Business Day As determined by Docebo’s Learning & Support Team.
  • Support – Premier

  1. Support Hours. Chat support is provided 24 hours, 5 days per week (Monday to Friday); ticket submission support is available 24 hours, 7 days per week; Supported Users have direct access to a senior technical advisor and have queue priority. 
  1. Phone. Supported Users can access Docebo Support experts in real time via a dedicated phone line.
  1. Supported Users. A “Supported User” means an individual user who has completed the requisite training and certification and granted access to contact and engage Docebo Support. This Service includes eight (8) Supported Users.
  1. Docebo Pro Certifications – Docebo Pro Certification includes the required training material and certification examination for Customer’s admin users to become certified on the Docebo platform. This Service includes five (5) users to register in the Docebo Pro Certification program.
  1. Professional Services Hours – 15 hours are included as part of the Premium Support – Elite Services.
  • Enhanced Services

  1.       Key Event Management available on-call specialized resources during critical events (may be engaged up to 1 time per year). Responsibilities include pre-event analysis and planning, real time monitoring during the event and issue analysis and mitigation during the event. The Docebo team will proactively plan which personnel and systems need to be in place to ensure proper coverage during high volume events. Customers may purchase additional Key Event Management credits during the Term.
  2. Monthly reporting – on active ticket reviews, utilization metrics, governance and technical review, beta access and consultative services, 
    c. Senior Technical Advisor – provides dedicated support access to environment and proactive maintenance communication and planning. 

ELITE

The following terms detail the enhanced service levels pertaining to the Service titled “Premium Support – Elite” and are incorporated into the Agreement as if specifically set forth therein in relation to the Helpdesk Services by Docebo.

 

A. Severity Descriptions – Elite

The Premium Support offering, as one of its key value propositions, offers customers additional categories of production environment events that are classified as Urgent issues. For all Customer-reported Urgent issues, the Customer shall engage Docebo Customer Support by submitting a ticket via help.docebo.com or calling the dedicated support phone line. The set of Urgent Issues categories for Premium Support as well as the Severity Descriptions for the Premium Support – Elite offering are described below:

 

Table 1 – Severity Descriptions
Urgent ·Urgent Infrastructure Issue: means the unavailability of one or more critical Service(s) due to an issue with the underlying infrastructure of the Service(s).  Examples of issues in this category include sustained overloading of compute infrastructure running key customer-facing services, prolonged database unavailability or significant latency due to high computational load, oversubscribed I/O consumption, and similar.

·Urgent Software Issue: means the significantly broad Customer-impacting software errors that impair or degrade the Service(s) without a known or acceptable workaround. Examples of these issues include: the unavailability of Customer-facing backend APIs, unavailability, or severe performance degradation of frontend software components, and similar.

·Urgent Security Issue: means any issue that represents a significant security threat to either the Customer or to Docebo. Examples of these issues include: an issue representing risk to the confidentiality or integrity of Customer information, risk of unauthorized access to a Docebo product instantiation, a security breach, and similar.

High Issue is persistent, affects many users and/or impacts core functionality or results in significant performance degradation with no reasonable workaround available.
Normal Errors in functionality within the application, often accompanied by workarounds or affecting some but not all users.
Low General inquiries on the use of the application; or cosmetic errors or incidents which otherwise do not require immediate attention; or rare errors that appear during unusual conditions or are otherwise unlikely in normal use; or errors which have a sustainable workaround.

  

B . Severity Levels – Elite

Table 2 – Severity Level Response Time
Severity Level First Response Time Follow up Response Time Target Mitigation Time*

 

Target Resolution Time**

 

  1. Urgent
15 minutes 2 hours 3 hours 6 hours
  1. High
30 minutes 8 hours As promptly as

commercially feasible

As promptly as

commercially feasible

  1. Normal
1 hour 8 hours As promptly as

commercially feasible

As promptly as

commercially feasible

  1. Low
Within 12 business Hours 24 hours None None

 

* Target Mitigation Time = A goal time by which the reported issue is mitigated (not resolved) and is meant to convey a time that Docebo considers to be attainable and mutually acceptable.  It is NOT meant to signify a contractual service level agreement (SLA).

** Target Resolution Time = A goal time by which the reported issue is resolved and is meant to convey a time that Docebo considers to be attainable and mutually acceptable.  It is NOT meant to signify a contractual service level agreement (SLA).

C. Support – Elite

  1.         Support Hours. Chat support is provided 24 hours, 5 days per week (Monday to Friday); ticket submission support is available 24 hours, 7 days per week; Supported Users can skip the line directly to their named senior technical advisor and have queue priority.
  2.       Phone. Supported Users can access Docebo Support experts in real time via a dedicated phone line 24 hours, 7 days a week.
  3.         VIP (Skip-the-line) Phone. Supported Users can “skip the queue” and move to the front of the line for their phone interactions.
  4.         Supported Users. A “Supported User” is an individual user who has completed the requisite training and certification and granted access to contact and engage Docebo Support. This Service includes twelve (12) Supported Users.
  5.         Docebo Pro Certifications – Docebo Pro Certification includes the required training material and certification examination for Customer’s admin users to become certified on the Docebo platform. This Service includes ten (10) users to register in the Docebo Pro Certification program.
  6. Professional Services Hours – 15 hours are included as part of the Premium Support – Elite Services.

D. Enhanced Services

  1.       Key Event Management available on-call specialized resources during critical events (may be engaged up to 2 times a year). Responsibilities include pre-event analysis and planning, real time monitoring during the event and issue analysis and mitigation during the event. The Docebo team will proactively plan which personnel and systems need to be in place to ensure proper coverage during high volume events. Customers may purchase additional Key Event Management credits during the Term.
  2. Weekly reporting – on active ticket reviews, utilization metrics, governance and technical review, beta access and consultative services. 
  3. Senior Technical Advisor – provides dedicated support access to environment and proactive maintenance communication and planning. 
  4. Prioritized development tickets & sandbox environment included.