C3 Service Level Plans
Enterprise Level
A cut above the rest, Enterprise — C3's newest service level — is precisely what you'd expect it to be. Touting the supply chain industry's coveted "4 Nines", Enterprise Customers are guaranteed an uptime of 99.99%. Enterprise Customers also benefit from a bank of hours to be used at their discretion, special Q&A sessions, and priority response time. Talk to a C3 Industry Specialist today to learn more about upgrading to Enterprise level service today!
Talk to Sales NowWhat's included
99.99% Uptime!
- Priority Response Time
- 40h Bank of Hours for Configuration & Training
- Downtime Incident Priority
- Designated Software Implementation Specialist
- Exclusive Insight into C3's Product Vision
- Q&A with our Product Team
- Quarterly Account Reviews
- 10 Years of Data Archive Retention
| Service Program | Basic | Standard | Pro | Enterprise |
|---|---|---|---|---|
| Support & Service Availability | ||||
| Monthly Uptime Percentage C3 Hub is provided with the applicable guaranteed Monthly Uptime Percentage. Failure to do so will entitle the Customer to receive a credit. Note that Applicable Downtime such as pre-approved maintenance outages will not be taken into considerations. | 99.00% | 99.50% | 99.90% | 99.99% |
| Support Hours Subject to compliance with appropriate issue reporting procedures, C3 offers service desk or Internet Support on a 24/7 basis. Once a Critical issue has been properly reported, Pro and Enterprise customers also have access to phone support, if needed. | Internet 24/7 | Internet 24/7 | Internet 24/7+ Access to phone support | Internet 24/7+ Access to phone support |
| Downtime Incident Priority Enterprise customers' production environments will be prioritized by C3's reactive support team in case of Critical issues affecting multiple customers. Enterprise customers will also receive status reports in priority. | No | No | No | Yes |
| Exclusive Infrastructure Components Enterprise customers' environments will be logically separated for crucial infrastructure components to optimize performance and efficiency and minimize disruption. | No | No | No | Yes |
| Critical Issue Response Time Subject to compliance with appropriate issue reporting procedures further detailed in Section 6 of the TOU, the applicable Support Response Time for Critical issues will be as detailed herein. | 2 hoursNormal Business Hours 4 hoursEmergency hours | 2 hoursNormal Business Hours 4 hoursEmergency hours | 1 hourNormal Business Hours 2 hoursEmergency hours | 30 minutesNormal Business Hours 30 minutesEmergency hours |
| Non-Critical Issue Response Time The applicable Support Response Time for Non-Critical issues, subject to compliance with appropriate issue reporting procedures further detailed in Section 6 of the TOU, will be as detailed herein. | 5 Business DaysNormal Business Hours | 3 Business DaysNormal Business Hours | 2 Business DaysNormal Business Hours | 1 Business DayNormal Business Hours |
| C3 Infrastructure Maintenance Window Customer environment outages to perform monthly routine C3 infrastructure maintenance are scheduled to take place on the first Saturday of each calendar month between 20:00 and 22:00 Eastern Standard Time and/or Eastern Daylight-Saving Time, but for not more than the applicable C3 Infrastructure Maintenance Window. | Up to 2 hours | Up to 2 hours | Up to 1 hour10 out of 12 months | Up to 30 minutes10 out of 12 months+ visibility on start time |
| Number of Test Environments C3 will provide the applicable number of distinct private test environments to the Customer, which cannot be used for production purposes. The test environment having limited resources can be used for integration and functionality testing but is not intended for performance testing. | 0 | 1 | 2 | 2 |
| No Forced Upgrade Period The Customer will have the ability to choose to keep an older version of C3 Hub running in production for the applicable No Forced Upgrade Period, except if such upgrade is recommended by C3 to fix a Critical issue. After such period, upgrade to C3's latest version will become mandatory. | None | 1 Month | 6 Months | 12 Months |
| Upgrade and Other Customer Specific Maintenances Outside C3's Normal Business Hours Pro and Enterprise Customers only will have the ability to request that an upgrade or any other Customer specific maintenances to their C3 Hub production environment be performed outside of C3's Normal Business Hours but between 6:00 and 22:00 Eastern Standard Time and/or Eastern Daylight-Saving Time including weekends. | No | No | Yes | Yes |
| Credit Multiplier Subject to the Maximum Credit Amount, the Credit Multiplier will be applied to the applicable credit amount to increase it. Example: Up to 100% of its monthly subscription fees, C3 will pay a Pro and Enterprise Customer 10 times the applicable credit. | 1× | 5× | 10× | 10× |
| Maximum Credit Amount In no event will C3 issue a credit to a Customer above the applicable Maximum Credit Amount, which represents the percentage of the subscription fees paid by the Customer for the related calendar month. | 25% | 75% | 100% | 100% |
| Data & Security | ||||
| Enterprise Dashboard This C3 Hub option available at no cost for Enterprise customers allows the Customer to set up dashboards using real-time data. | Optional + additional cost |
Optional + additional cost |
Optional + additional cost |
Optional no additional cost |
| Data Extract C3 may offer periodic data extracts (daily or more frequent) in CSV format for certain data elements like purchase orders, reservations, faults, base data, vehicles, etc. Note that initial C3 professional services needed to set up this option are not included. | No | Optional + additional cost |
Optional no additional recurring cost |
Optional no additional recurring cost |
| Customer's Security and Compliance Audit Process C3 shall, upon request, from time to time, but no more than once a year, comply with Customer's reasonable compliance process, including information security assessment, namely completing the Customer's reasonable standard IT security questionnaire. | No | No | Yes | Yes |
| Extended Data Archive Retention If such option is included in the C3 Hub Order Form, Enterprise Customers will, following specific request to C3, receive within a reasonable delay the retrieved historical Customer Data from the activation date of such option and then on for up to 10 years as further detailed in Section 2 of the TOU. | No | No | No | Optional no additional cost |
| Single Sign On (SSO) If such option is included in the C3 Hub Order Form, the Customer may request C3 professional services to assist set up SSO as further detailed in Section 2 of the Terms of Use. Such professional services will be provided at no cost only for Enterprise customers. | Optional + additional cost |
Optional + additional cost |
Optional + additional cost |
Optional no additional cost |
| Hypercare & Services | ||||
| Recurring Account Reviews Virtual account satisfaction review meeting with your C3 account manager. | No | Annual | Bi-annual | Quarterly |
| Recurring Bank of Hours Enterprise Customers will be credited the applicable number of hours of additional professional services per term at no additional cost. However, any unused portion of the Recurring Bank of Hours will expire at the end of the current term and cannot be credited to a subsequent term. | No | No | No | 40 hours |
| C3 Software Implementation Specialist Enterprise Customer will have priority assistance from a C3 Software Implementation Specialist who is knowledgeable about their configuration, ensuring timely support. | No | No | No | Yes |
| Virtual Yearly Review of Customer's Existing Processes and Configuration Virtual yearly review of Enterprise Customer's existing processes and configuration with designated C3 Software Implementation Specialist. | No | No | No | Yes |
| Exclusive Insight into C3's Product Vision As an Enterprise customer, you gain unique access to C3's product strategy and long-term vision. Once a year, Enterprise customers are brought together for an interactive session featuring: Roadmap presentation and upcoming features; Live Q&A with our Product Team and Senior Software Implementation Specialists. You may invite up to five participants from your organization. | No | No | No | Yes |
| Initial Assessment of Configuration Change Requests (CCR) Once a Configuration Change Request has been duly requested in accordance with appropriate issue reporting procedures, C3 will assess and review the Customer's Configuration Change Request within the applicable delay. | 1 month | 10 Business Days | 5 Business Days | 5 Business Days |
* The above table provides an overview of the main advantages of C3's service programs.
Please consult C3 Hub's standard current Terms of Use for complete terms and conditions.