Expense Support Policy

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.

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:

As part of the Implementation Services, Rydoo provides the Client’s designated personnel with a training that aims to enable such people to be the first line of support for Client’s Users (Key User Training). Any additional training that is required by the Client during the term of the Contract may be subject to a new Order Form, additional fee and/or separate agreement that is additionally invoiced.

For the avoidance of doubt, the Implementation Services is offered in English, and depending on the availability of resources can also be available in French, German or Dutch with the restriction that Rydoo’s support related to the integration of the Expense Solution with Client’s systems is only provided in English.

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 Integration Packs:
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.

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).