Service credits1 Eligibility to claim services credits in the event that service availability targets for applicable products are not met, and the customer meets obligations.
Escalation support1 Access to phone and email escalation support when response times have been exceeded.
Root cause analysis1 Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request.
Onboarding Services Up to 7 days of premium onboarding support with a designated Onboarding Engineer (OE), executing on a tailored onboarding plan to enable customers to successfully adopt the licensed HERE products / services.
Designated Customer Success Manager (CSM) Designated CSM to assist with success planning, adoption guidance and proactive support of HERE products / services throughout the customer lifecycle.
1Applies to the services and APIs listed here as available through HERE platform. See applicable HERE SLAs. 2 Applies only to first 5 tickets per month
Choose one of our Onboarding Services options to enable you to use and successfully adopt the HERE products and services, accelerating your time to value
Up to 2 days of standard onboarding support to enable customers to use and successfully adopt the licensed HERE products / services. Includes guidance to a solid understanding of HERE solutions and recommended practices in integrating these solutions (focus on technical onboarding).
Delivery period: 45 days from purchase/contract signature
Up to 7 days of premium onboarding support with a designated Onboarding Engineer (OE) to enable customers to use and successfully adopt the licensed HERE products / services. Includes onboarding process orchestration with a tailored onboarding plan, guiding customers through development, integration and go live.
Delivery period: 90 days from purchase/contract signature
1Fees are one-time, billed at the start of the agreement term.