Technical Account Manager Addendum
This Ping Identity Technical Account Manager Addendum (this “Addendum”) serves to supplement the terms of the Ping Identity Corporation (“Ping Identity”) Support Policy located at https://www.pingidentity.com/en/legal/support-policy.html or Customer’s other support services terms (the “Support Policy”) as may be included in a subscription agreement for hosted cloud solutions (the “Agreement”) with Ping Identity. All capitalized terms used but not defined herein shall have the meanings assigned to them in the Support Policy. In the event of a conflict between this Addendum and the Support Policy, this Addendum controls.
1. Purpose
This Addendum applies solely to Customer’s purchase of a Technical Account Manager (“TAM”), which shall be provided by Ping Identity, and act as a technical resource assisting Customer with the overall health and maintenance of its Ping Identity environment as further described herein.
2. Scope
(a) In-Scope Activities. Alignment of a TAM may require up to 30 days following signature of the Order Form. The following describes the in-scope activities that the parties expect to take place during the course of the TAM subscription. All items listed below pertain only to Ping Identity products in Customer’s environment.
Business reviews to discuss Customer’s Ping Identity
environment
Recommend training for key Ping Identity stakeholders
tailored to needs
Best practice sharing, conduit into Ping Identity Professional
Services, Engineering, and other TAM's to bring available best practices
(b) Out-of-Scope Activities. The out-of-scope items for this engagement include:
- The installation, deployment, customization and/or extension of Ping Identity software as normally contemplated by a Professional Services engagement
- Creation of any custom code components or development of any custom deployment automation software
- Formal Ping Identity product training as commercially available
- Support services covered by Ping Identity’s support policy (https://www.pingidentity.com/en/legal/support-policy.html) or Ping Identity’s support obligations under the agreement(s) between Ping Identity and Customer
3. Customer Responsibilities
- Customer will provide a primary resource responsible for coordinating and facilitating the items necessary to complete the activities listed herein
- Customer will coordinate and provide ready access to necessary staff in order to complete this Exhibit
- All necessary access will be granted to TAM for all resources required to complete the tasks in this Exhibit
- Customer will provide appropriate remote access to all in-scope environments
4. Fees and Effort Estimates
Customer agrees to pay Ping Identity those fees as detailed on the Order Form. TAM will spend no more than twenty (20) hours per month on the activities described herein. Requests for TAM assistance must be scheduled with reasonable advance notice and throughout the duration of a month. Customer acknowledges that it is not possible to schedule all twenty (20) hours in the last week of the month in the event the hours haven’t yet been utilized and will expire. Customer may elect to set up a consistent monthly schedule which will allow for optimal support and resource planning. Customer must provide a minimum of two (2) business days advanced notice in writing to cancel or reschedule any planned meetings or engagement tasks. If less than two (2) business days advanced notice is given and other work cannot readily be substituted, Customer understands that the full amount for the time and/or tasks scheduled will be deemed to have been utilized. The TAM role may be supported by multiple personnel, for example, in the case of varying required subject matter expertise or schedule conflicts. Ping Identity will use reasonable efforts to avoid subcontracting unless necessary due to unforeseen resource constraints. However, in such event, Customer consents to subcontracting of the TAM subscription. Work will be performed between 8:00 AM to 5:00 PM in the time zone where TAM is located.
5. Travel
Travel is not expected during the course of this subscription and is subject to prior approval by both Ping Identity and Customer. In the event Customer and Ping Identity determine that travel is necessary, Customer agrees to pay any and all actual and reasonable travel and other business related expenses for any travel during this engagement, including any non- refundable expenses in the event that Customer cancels any planned travel.