Support Services Description
This Mainstay Support Services Description (“SSD”) is used by AdmitHub PBC, d.b.a. Mainstay (“Mainstay”) with Subscriber as a guide for the Support Services License contained within the Order Form (“OF”) governed by either the Software-As-A-Service Agreement between Mainstay and Subscriber. Upon execution of an OF with a purchased Support Services License, this SSD is hereby incorporated by reference into such OF and Mainstay shall provide the following Support Services under the following conditions.
The Parties hereby agree that Mainstay shall provide some or all of the services below, and further agree that, should the project extend beyond such services, Subscriber and Mainstay must mutually agree on any additional services or hours, which may result in additional charges to Subscriber as stated in the Order Form or Agreement. Notwithstanding the foregoing sentence, Subscriber shall not be obligated to pay any such additional charges unless Subscriber has approved such additional charges in writing or by executing a new order form.
Mainstay Support Services To Be Provided
If a Support License is purchased the following Services are available to Subscriber (up to the amount of available monthly hours):
| Customized Campaign Strategy |
Align Customer Goals and Population Outcomes with Mainstay Methodology Develop an executional plan to apply Mainstay methodology to Population Build a Campaign Calendar based on key dates and customer goals |
| Campaign Creation |
Create impactful user campaigns rooted in behavioral science Write campaign copy using language that population easily understands Upload campaigns into the Mainstay platform |
| Campaign Management |
Schedule Campaigns in the Mainstay platform Update campaign schedule, as needed, to minimize user opt-outs Manage sends from the platform to user populations |
| Knowledge Base Development |
Monitor bot performance for knowledge base gaps Analyze user question trends to find most impactful areas to add knowledge Add knowledge into the knowledge base |
| Performance Reviews |
Target population engagement Campaign effectiveness Bot driven insights Tracking towards Customer Goals and Population Outcomes |
| Ad-hoc Reporting |
Upon request, provide exports of various bot datasets Upon request, pull more complex reporting from Mainstay platform |
| Dedicated 1:1 Support |
Assigned Bot Coordinator with customer-specific knowledge Prioritized support for quicker issue resolution |
Support Services Terms
Hours Expiration. Any unused portion of the monthly hours as part of this engagement will expire and may not be carried over to the next month.
Hours Reporting. Each month a summary of the hours used will be provided to Subscriber upon request.
Upgradability. At any time in a given month Subscriber may choose to upgrade their Support Services package (for the remainder of their contract term) and will receive the upgraded hours for that particular month as well as the following months (without proration).
Hours Multiplier. Some requested work requires the assistance of additional resources outside of the Services team. Such resources may be billed at a multiplier – i.e. product managers or developers may be 1.5x-2.0x against the actual hours worked. If Subscriber requests work that requires a team member with a multiplier hourly rate Mainstay will notify Subscriber and Subscriber shall confirm such work prior to it being done.
Support License Service Level Agreement:
Definition of Terms
a. Managed Services Team Member(s) – Mainstay representative that will handle a Subscriber’s Work Request.
b. Work Request – Any Subscriber Support Services-related communication that is submitted and tracked by Mainstay.
c. Support Services Contact Information
i. Email: Your dedicated Managed Services Team Member(s)
ii. Business Hours – 9am to 5:00pm EST Monday through Friday
d. Response Time – The estimated period of time between communications with Mainstay during the investigation of a Work Request. The contact frequency may vary if agreed by both Mainstay and the Subscriber.
e. Subscriber Representative – Any representative of the Subscriber’s organization can submit a Work Request to a Mainstay Strategy & Activation Team Member to request Services assistance or report a problem.
Work Request Importance
As long as Subscriber is current in making the payments required by the OF and this Agreement, Mainstay will respond to problems reported by a Subscriber Representative according to the response times for the levels of or Support Services License purchased, as defined below.
b. Mainstay reserves the right to assign or modify the severity level of a given Work Request if one is not provided by the Subscriber or if the submitted Work Request does not meet, in Mainstay’s sole discretion, the definition set forth below.
If Subscriber Has Purchased a 30 Hour Support License
| Response Time | Definition | Example |
| Less than 4 Business Hours | Emergency Please Call vs. Email | Additional information needed about a learner expressing that they are in crisis communication needed about a campus closure due to safety-related emergencies |
| 4-6 Business Hours | All Standard Questions | Population EngagementStrategyMainstay Platform QuestionsMainstay Platform Bugs |
If Subscriber Has Purchased a 20 Hour Support License
| Response Time | Definition | Example |
| Less than 12 Business Hours | Emergency Please Call vs. Email | Additional information needed about a learner expressing that they are in crisis communication needed about a campus closure due to safety-related emergencies |
| 12 Business Hours | All Standard Questions | Population Engagement StrategyMainstay Platform QuestionsMainstay Platform Bugs |
If Subscriber Has Purchased a 10 Hours Support License
| Response Time | Definition | Example |
| Less than 24 Business Hours | Emergency Please Call vs. Email | Additional information needed about a learner expressing that they are in crisis communication needed about a campus closure due to safety-related emergencies |
| 24 Business Hours | All Standard Questions | Population Engagement StrategyMainstay Platform QuestionsMainstay Platform Bugs |
