Table of contents

1. DEFINITIONS

Capitalized terms used herein shall have the meaning set forth below, or in the Agreement, as applicable:

Access Time means the period during which the Client has been granted the access to Rydoo’s Implementation Services;
Business Day means any day except Saturday, Sunday or public holidays respectively (depending on Rydoo’s entity being a Party to this Contract) in Belgium or France ​(unless ​otherwise ​specified ​in ​the ​Contract);
Business Hours mean 9:00 am until 6:00 pm CET on Business Days;
Implemetation Services mean guidance and support offered by Rydoo’s team during the onboarding period and within the Access Time (in respective to purchased Onboarding and/or Integration Pack) and related to the configuration of the Expense Solution on the basis of the information received from the Client;
Maintenance means implementation of changes to the Expense Solution, including upgrades, routine upkeep and changes to remedy any Errors;
Single Point of Contact (SPOC) means the person (or team) designated by the Client for all relations with Rydoo and to be the first line support for the Client’s Users;
Subscription means:

(i) the right granted to the Client by Rydoo to access to the Expense Solution and/or day-to-day Support Services and/or Technical Support and/or additional products or services (if purchased by the Client) that are ​based ​on ​the ​calculation ​of ​respectively ​Users ​or ​Active ​Users ​(the “License”); or

(ii) the right granted to the Client by Rydoo to access the Add-Ons and ​based ​on ​a ​fixed ​priced;

Support Services mean activities other than Technical Support, where Rydoo’s Customer Success Team and/or manager provides after the onboarding (Implementation Services) any day to day support to the Client.
Technical Support means the services that Rydoo provides to the Client, destined to fixing Errors. The definition of Technical Support does not include providing training, provision or customization of Rydoo’s products, or other Support Services.

2. PURPOSE

The purpose of this policy is to define terms and conditions of Client’s access to Implementation Services and/or Support Services. The provision of the Support Services during the onboarding phase is subject to the type of Implementation Services purchased by the Client and to the payment of the corresponding fees for the Implementation Service.

3. SUPPORT TYPE

A. IMPLEMENTATION SERVICES

The Implementation Services grant the Client an access to Rydoo’s support for certain amount of time (Access Time), depending on the type of purchased Implementation Services. For the avoidance of doubt, the Access Time is calculated as of the Kick-Off call (with the exception of Basic Success Pack where the Access Time is calculated as of the date when Rydoo has shared the link to the Basic Success Pack with the Client). In case such call has been reschedule due to the reasons attributable to the Client, the initially set date for the Kick-Off call shall be the starting date for the count down of the Access Time.

The Implementation Services contain, depending on Client’s choice indicated in the Order Form, one of the following Onboarding and/or Integration Packs that include:

ONBOARDING ​PACKS

NAME DESCRIPTION ACCESS TIME
Basic Support Pack ·    Rydoo’s step-by step manual for self-onboarding ​(no dedicated Onboarding ​Manager);

·    Rydoo manuals;

·    3 months of priority chat (via in-tool chat) ​to ​raise ​any ​questions ​with ​regards ​to ​the ​account ​setup

 

Access time: 3 month
Starter Support Pack ·    Dedicated Rydoo ​Onboarding ​Manager ​for the Access Time;

·    Rydoo ​manuals ​(all ​roles);

·    10h live support during the Access Time (via conference calls) including:​

o  Kick-off

o  Setup call (including admin settings and platform training)

o  Support ​during ​User Acceptance Testing (UAT)

o  UAT feedback call

o  Hypercare call (feedback call 1 week after go live)

·    Initial configuration of the Client’s account  ​to ​support ​a ​successful ​go ​live ​

Access time: 3 months
Starter + Support Pack ·    Dedicated Rydoo ​Onboarding ​Manager ​for the Access Time;

·    Rydoo ​manuals ​(all ​roles);

·    10h live support during the Access Time (via conference calls) including:​

o  Kick-off

o  Setup call (including admin settings and platform training)

o  Support ​during ​User Acceptance Testing (UAT)

o  UAT feedback call

o  Hypercare call (feedback call 1 week after go live)

·    Initial configuration of the Client’s account  ​to ​support ​a ​successful ​go ​live

·    Integration between accounting/payroll (including step-by-step guide & email support) ​​

Access time: 3 months
Advanced Support Pack ·    Dedicated Rydoo Onboarding ​ Manager for the Access Time

·    Rydoo ​manuals (all ​roles)​

·    30h live support during the Access Time (via conference calls) ​including:

o  Kick-off

o  Setup (including admin settings training)

o  Admin Setup sign off

o  Key User Training for all stakeholders

o  Support ​during ​User Acceptance Testing (UAT)

o  UAT feedback

o  Hypercare call (feedback call 1 week after go live)

o  Weekly update calls during the Access Time

·    Initial configuration of the Client’s account ​to ​support ​a ​successful ​go ​live ​

 

Access time: 6 months
Advanced+ Support Pack ·    Dedicated Rydoo Onboarding ​ Manager for the Access Time

·    Rydoo ​manuals (all ​roles)​

·    30h live support during the Access Time (via conference calls) ​including:

o  Kick-off

o  Setup (including admin settings training)

o  Admin Setup sign off

o  Key User Training for all stakeholders

o  Support ​during ​User Acceptance Testing (UAT)

o  UAT feedback

o  Hypercare call (feedback call 1 week after go live)

o  Weekly update calls during the Access Time

·    Initial configuration of the Client’s account ​to ​support ​a ​successful ​go ​live ​

·    integration between accounting/payroll (including step-by-step guide & 4h live support + email support)​

 

Access time: 6 months
Premium Support Pack ·    Dedicated Rydoo ​Project ​Manager ​ for the Access Time

·    ​Rydoo ​manuals ​(all ​roles)

·    Unlimited live support during the Access Time (conference calls) ​including:

o  Soft ​kick-off

o  Project ​planning ​

o  Kick-off

o  Architecture ​and ​requirement ​workshops

o  Account demo (including admin training)

o  Account sign off

o  Key ​User ​Training ​to ​train ​all ​stakeholders

o  Support ​during ​User Acceptance Testing (UAT) phase

o  Weekly update calls during the Access Time

·    Initial configuration of the Client’s account ​to ​support ​a ​successful ​go ​live based on the information received from the Client’s project team

 

Access time: 8 months
Premium + Support Pack ·    Dedicated Rydoo ​Project ​Manager ​ for the Access Time

·    ​Rydoo ​manuals ​(all ​roles)

·    Unlimited live support during the Access Time (conference calls) ​including:

o  Soft ​kick-off

o  Project ​planning ​

o  Kick-off

o  Architecture ​and ​requirement ​workshops

o  Account demo (including admin training)

o  Account sign off

o  Key ​User ​Training ​to ​train ​all ​stakeholders

o  Support ​during ​User Acceptance Testing (UAT) phase

o  Weekly update calls during the Access Time

·    Initial configuration of the Client’s account ​to ​support ​a ​successful ​go ​live based on the information received from the Client’s project team

·   integration between accounting/payroll (including step-by-step guide & dedicated live support + email support)

 

Access time: 8 months

PARTIES’ OBLIGATIONS

Rydoo’s obligations. Depending on the chosen type of Implementation Services and payment of due fees by the Client, Rydoo shall make available to the Client the resources described above (Section A. Implementation Services).

In the event, the Client has purchased any of Rydoo’s integrations:
1) Rydoo undertakes to maintain the SFTP server if the integration between Rydoo and Client’s ERP system is built via SFTP data transfer; or
2) Rydoo undertakes to maintain API endpoints if the integration between Rydoo and Client’s ERP system is built via API.

Rydoo shall provide the Client with relevant documentation related to the SFTP or API integration and provide updates to such documentation when applicable. Rydoo will also provide its Clients, if needed, with assistance related to the connectivity/authentications.

Client’s obligations. The Client shall appoint a necessary personnel (e.g Single Point of Contact), resources, and/or provide Rydoo with necessary documentation and/or information.

In case, the Client wishes to integrate its ERP system with Rydoo’s Expense Solution, the Client undertakes to develop mapping of fields and/or values from the expense export generated by Rydoo to the Client’s respective ERP system.

In case of any integration/connector purchased by the Client, the Client hereby:

a. authorizes Rydoo to link Rydoo’s Expense Solution with Client’s service of a choice (provided by the Client or Client’s supplier) (“Provider Services”) in order to enable the exchange of Client Data between Rydoo and Client’s systems for the purpose of the provisions of Provider Services;

b. confirms that Rydoo’s linking of the Expense Solution with Provider Services as a result of this Client’s authorization shall not be deemed to be part of the Expense Solution and related services provided by Rydoo;

c. waives, releases, and forever discharges Rydoo and all of its officers, directors, employees, shareholders, agents, and affiliates, and all of their respective successors and assigns, from any and all claims and causes of action, whether known or unknown, which Client may have arising out of or relating to Rydoo’s disclosure, delivery, and/or provision of any and all Client Data to the Provider Services in accordance with the authorization provided herein; and

d. indemnifies and holds harmless Rydoo and all of its officers, directors, employees, shareholders, agents, and affiliates, and all of their respective successors and assigns, from and against any and all loss, damage, liability, and expense arising from any claim brought against Rydoo by any third party to the extent relating to Rydoo’s performance in accordance with the authorization provided under this authorization.

This Client’s authorization to link Rydoo’s Expense Solution and Provider Services to exchange Client Data: (i) shall be binding upon Client and its successors, assigns and transferees by operation of law or otherwise unless and until revoked by means of a written notice by Client to Rydoo; (ii) shall be made and construed in accordance with the laws of the jurisdiction in which the Agreement is governed, without regard to conflicts of laws principles; and (iii) may be executed and transmitted with digital or electronic signatures, which shall be fully binding and effective for all purposes.

During the term of the Contract, Rydoo undertakes to maintain a secure SFTP connection to Provider Services on Rydoo’s side. For the avoidance of doubt, Rydoo does not warrant nor shall be considered liable for the correctness or accuracy of the data provided by the Client and/or Provider Services

The Client acknowledges and agrees that successful implementation of the Expense Solution is only possible with the diligent cooperation from the Client by, among others, providing necessary information, dedication during testing period, preparation of update calls, technical support on the Client’s side etc.

ADDITIONAL IMPLEMENTATION SUPPORT

For the avoidance of doubt, Implementation Services are provided by Rydoo during the Access Time. In the event the Access Time has been exceeded due to reasons attributable to the Client, Rydoo (at its own discretion) may charge the Client additional fees. Before the end of the Access Time, Rydoo will notify the Client about remaining tasks. Based on that information, the Parties will cooperate in good faith to create a plan and estimate the time needed to complete it, as soon as reasonably possible. If such agreement cannot be reached, Rydoo will no longer be obligated to provide the Implementation Services.

For the avoidance of doubt, delay in the completion of the Implementation Services attributable to the Client does not relief the Client from its payment obligations of any fees.

B. SUPPORT SERVICES

Rydoo makes all reasonable efforts to provide high level of autonomy to its Clients and Users. Therefore, the goal for Rydoo and the Client is to enable Users to configure and use the Expense Solution on their own. For that purpose, Rydoo will provide the Client with Documentation.
However, there are some cases where the Client and/or its Users might need some assistance from Rydoo. Such assistance is provided without any additional charges, and will be considered as Support Services that includes:

A. for Clients below 500 Active Users
• support via in-app chat tool for both Users and/or designated Client’s personnel with administrator role within Client’s account of the Expense Solution
• regular check-ups on the Client – from time to time Rydoo will reach out to the Client to investigate Client’s needs, overall experience with the Expense Solution and if necessary to offer additional assistance (in case such assistance is additionally payable, the Client will be informed about it in advance)

B. for Clients with 500 or more Active Users:
• support of Rydoo’s dedicated CSM team provided to Client’s designated personnel with administrator role within Client’s account of the Expense solution (frequency of such contact shall be agreed by the Parties)
• support via project management platform for Client’s Users (with administrator role within Rydoo’s Expense Solution), if such tool has been enabled for the Users
• regular check-ups on the Client – from time to time Rydoo will reach out to the Client to investigate Client’s needs, overall experience with the Expense Solution and if necessary to offer additional assistance (in case such assistance is additionally payable, the Client will be informed about it in advance).
For the avoidance of doubt, Rydoo shall not provide any assistance to the Client’s Users in regard to Client’s internal policies and/or reimbursement of User’s expenses. The Client acknowledge and agree that the increase of awareness and provision of trainings to Client’s Users in relation to these matters is a sole responsibility of the Client.
Support Services are available via in-app chat tool, on Business Days from 05:00 am to 11:00 pm Central European Time (CET) (excluding public holidays in Belgium, Poland, France, USA, Phillipines, Brazil and/or Portugal) in English, and depending on the availability of resources can also be available in French, German or Dutch.

ADDITIONAL SUPPORT SERVICES

During the term of the Contract, the Client may request additional training and/or configuration services, which, if applicable, shall be subject to a new Order Form, additional fee and/or separate agreement that is additionally invoiced.

C. Technical Support

The goal of the Technical Support is the provision of Maintenance and to fix Errors.

Technical Support for the Expense Solution is available on Business Hours, during Business Days.
Technical issues and requests can be reported by the in-app chat tool at any time. However, due to the location of our Technical Support team, we can only address those issues from Monday to Friday from 09.00 to 18.00 Central European Time (excluding public holidays in Belgium and/or Poland).