Updated: February 2024

1| Overview

The Accenture Supply Chain Cloud is a set of purpose-built software solutions for the supply chain market. This document outlines the standard support provided by Accenture included as part of annual subscriptions for clients that have current and active Supply Chain Cloud subscriptions.

Fees paid for by Client include standard cloud support services, including bug fixes as defined by Accenture, provided by Accenture as listed in the online product documentation. Any support or services required for items not covered within the subscription or standard cloud support as listed in the online product documentation would be provided and managed by Accenture client account services at the billing rate (“Billing Rate”) listed in Service Order. Accenture shall provide Client, at no additional cost or expense to Client, corrected or enhanced versions of the Software created by Accenture, from time to time and provided to all customers. Enhanced versions of the Software include those versions with enhancements which increase the speed, efficiency, or ease of use of the Software, or add additional capabilities or functionality to the Software, but exclude any substantially new or rewritten versions of the Software.

Access to Supply Chain Cloud requires installation of a deployable package, provided by Accenture, in the client environment. Accenture only maintains and supports the current connector and the immediately prior version of the connector (the “Supported Version”). Connector versions prior to these are not supported. Accenture shall not be required to provide support unless and until the Client upgrades to a Supported Version.

2| Included Standard Support

The following is included with a paid subscription to the Supply Chain Cloud:

• Four hours initial consultation.

  • Typically utilized during implementation of Supply Chain Cloud.

  • Additional support available at an hourly rate.

• Assigned primary contact within Client Account Services (CAS) team.

• Access to the CAS portal for two users.

• Unlimited number of cases to submit per year via the Accenture CAS portal.

• Response times:

  • Critical – 4 hours

    • Critical is an issue that prevents the solution from executing and/or causes substantial harm to client data, or has significant impact on the commercial operations (i.e., production/shipping is down) of the client.

  • High – 8 hours

    • High is a serious issue that causes severe performance degradation resulting in a halt to the operation of important tasks or placing the operation of such tasks at risk.

  • Normal – 24 business hours

    • Normal is a general question or a minor defect or failure of the solution that does not result in an operational disruption to the client’s business.

• Support hours:

  • 8 AM–5 PM EST

    • Holidays: New Year’s Day, Easter Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after, Christmas Day and the day before.

  • Support outside these time frames requires additional fees. Please contact your support representative.

• One complimentary seat, per subscription year, to attend a CAS quarterly class.

• SCC Documentation Hub access.

  • Configuration/installation guides

  • User guides

  • FAQs

  • Release notes

3| Additional Support Options

Upgraded CAS Support Options

Additional levels of paid support are available via the Accenture Client Account Services (CAS) team. As these options can vary, please contact your CAS named contact for more information.

4| Terms and Conditions

• The benefits outlined in this document are contingent upon the customer being on an active and paid annual software subscription agreement, and the customer’s account being in good standing without delinquent charges due to Accenture.

• Accenture reserves the right to refuse services defined in this policy to any customer who has not met the requirements listed above. Should Accenture elect to temporarily offer services defined in this Service Level Agreement to a customer who has not fulfilled these requirements, such services will be performed on a time and materials basis.

• Accenture reserves the right to change its Standard Cloud Support without prior notice.