Tealium Customer Support Übersicht

1. Customer must use the current Tealium processes to submit a request to engage Tealium Customer Success Engineers, and Customer may only submit requests for Service SKUs to which Customer has already subscribed. Customer should submit a new request for each separate issue.
2. A Tealium Customer Success Engineer will review each request and determine if there is a need for a meeting to clarify the request or to discuss the topic. Some requests may be resolved without a meeting. Should the Customer Success Engineer determine that the request is outside the scope of the Customer Support Package, as set forth below, Tealium reserves the right to reject the request and advise Customer that a new Technical Services engagement would be necessary.
3. These Customer Support Packages do not include or replace:
   1. New design or configurations
   2. Additional use cases
   3. Technical Services including but not limited to, adding new data sources, integrating with additional vendors, or configuring new use cases.
   4. Architectural consulting
   5. Implementation services for new subscriptions
   6. Wellness reviews (for Basic Support and the Enhanced Support Package)
   7. Configuration audits (for Basic Support and the Enhanced Support Package)
   8. Hands-on-keyboard work
4. Any of the above requests would require a new Technical Services engagement.
5. Customer Success Engineers are available during in-region standard business hours Monday to Friday, excluding local holidays. Customer Success Engineers are not available 24/7.
6. Tealium reserves the right to exclude coverage for future products on a case-by-case basis.
7. To the extent an account wellness review is included, it is limited to up to 1 account for up to 5 profiles.

Additional Terms and Conditions for the Enhanced and Premium Support Packages:

1. The price for the purchased Customer Support Package will be evaluated against Customer’s annual Subscription fees commencing at the inception of the Service Order and re-evaluated upon amendment or renewal. If the price for the Customer Support Package is increased during the Service Term because of an amendment that modifies the annual subscription fees, the new price will be prorated for the remainder of the Service Term.
2. All fees for the purchased Customer Support Packages are non-refundable, regardless of any termination event during the Service Term.