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Expense Support Policy

Table of contents
  1. Definitions
  2. Purpose
  3. Support type

1. 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.

 

For the avoidance of doubt, this Support Policy is a part of the Contract. In the event of any contradiction or inconsistency between the provisions of the Contract (including any Order Form) and the Support Policy, the Contract shall prevail with the restriction that any specific clauses of this policy supersede general provisions of the Contract on the same subject.

 

Notwithstanding Clause 15.1 of the Terms and Conditions, the Client acknowledges and agrees that this Support Policy may be subject to change at Rydoo’s sole discretion and upon notification to the Client.

 

Rydoo will notify the new Support Policy to the Client at the latest (1) one month before the entry into force of these new Support Policy.

 

During fifteen ​(15) calendar ​​days ​following ​the ​date ​of ​the ​notification ​of ​the ​new ​Support ​Policy, ​the Client will have the right to terminate the Contract without notice and ​without ​any ​additional ​compensation ​except ​the ​one ​described ​below.

 

If the Client decides to terminate the Contract, the Client will be entitled to pro-rata reimbursement of pre-paid License fees remaining to the end of the then-current Subscription Period following the date of the Contract termination. Clause 4.3 of the Contract (Effects of termination) applies accordingly. If the Client does not terminate the Contract during these (15) calendar days, the Client will be deemed to have accepted the new Support Policy which will replace the then applicable Support Policy in its contractual relation with Rydoo.

3. SUPPORT TYPE

2.1 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 that includes:

 

Basic Support Pack – Access time: 3 months 

  • 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

 

Starter Support Pack – Access time: 3 months

  • Dedicated Rydoo Onboarding Manager for the Access Time;
  • Rydoo manuals (all roles);
  • 10h live support during the Access Time (via conference calls) including:
    • Kick-off
    • Setup call (including admin settings and platform training)
    • Support during User Acceptance Testing (UAT)
    • UAT feedback call
    • Hypercare call (feedback call 1 week after go live)
  • Initial configuration of the Client’s account to support a successful go live

 

Starter+ Support Pack – Access time: 3 months

  • Dedicated Rydoo Onboarding Manager for the Access Time;
  • Rydoo manuals (all roles);
  • 10h live support during the Access Time (via conference calls) including:
  • Kick-off
  • Setup call (including admin settings and platform training)
  • Support during User Acceptance Testing (UAT)
  • UAT feedback call
  • 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)

 

Advanced Support Pack – Access time: 6 months

  • Dedicated Rydoo Onboarding  Manager for the Access Time
  • Rydoo manuals (all roles)
  • 30h live support during the Access Time (via conference calls) including:
    • Kick-of
    • Setup (including admin settings training)
    • Admin Setup sign off
    • Key User Training for all stakeholders
    • Support during User Acceptance Testing (UAT)
    • UAT feedback
    • Hypercare call (feedback call 1 week after go live)
    • Weekly update calls during the Access Time
    • Initial configuration of the Client’s account to support a successful go live

 

Advanced+ Support Pack – Access time: 6 months

  • Dedicated Rydoo Onboarding  Manager for the Access Time
  • Rydoo manuals (all roles)
  • 30h live support during the Access Time (via conference calls) including:
    • Kick-off
    • Setup (including admin settings training)
    • Admin Setup sign off
    • Key User Training for all stakeholders
    • Support during User Acceptance Testing (UAT)
    • UAT feedback
    • Hypercare call (feedback call 1 week after go live)
    • 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)

 

Premium Support Pack – Access Time: 9 months 

  •         Dedicated Rydoo Project Manager for the Access Time
  •         Rydoo manuals (all roles)
  • 60h live support during the Access Time (conference calls) including:
  • Soft kick-off
  • Project planning
  • Kick-off
  • Architecture  and  requirement  workshops
  • Account demo (including admin training)
  • Account sign off
  • Key User Training to train all stakeholders
  • Support  during  User Acceptance Testing (UAT) phase
  • 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

 

Premium+ Support Pack – Access Time: 9 months 

  • Dedicated Rydoo Project Manager for the Access Time
  • Rydoo manuals (all roles)
  • 60h live support during the Access Time (conference calls) including:
  • Soft kick-off
  • Project planning
  • Kick-off
  • Architecture  and  requirement  workshops
  • Account demo (including admin training)
  • Account sign off
  • Key User Training to train all stakeholders
  • Support during User Acceptance Testing (UAT) phase
  • 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)

 

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.

 

IMPLEMENTATION SERVICES – 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 OBLIGATONS
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:

 

  1. 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;
  2. 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;
  3. 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
  4. 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.

2.2 ADDITIONAL IMPLEMENTATION SERVICES

 

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.

 

2.3 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 on Business Plan

  • 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 reviews 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 on Enterprise Plan

  • 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 reviews with 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).