Handover to Support

Go-Live Document

Customer	Ramp Network Inc
Customer Contacts	Małgorzata Stolarek (malgorzata.stolarek@ramp.network) - Financial Accountant Agata Tarasiewicz-Miros (agata.tarasiewicz.miros@ramp.network) - Finance Controller Tauqeer Hassan (tauqeer.hassan@ramp.network) - Group Finance Controller
SuiteApp	Poland Localization
Subsidiary	Ramp Network Sp z o.o.
Go-Live Date	September 1, 2023
Implemented Features	[STA] Poland Localization Tax Code Set up NBP Exchange Rate Integration FIFO Revaluation for Bank Transactions Vendor Whitelisting POLISH INVOICE AND CREDIT MEMO LAYOUT (TEMPLATE) SAF-T Reports SAF-T for VAT (JPK_V7M) and (JPK_V7K) SAF-T JPK_KR – Book of Accounts SAF-T JPK_FA - VAT Invoices JPK_WB - Bank Statement
Features Not Implemented	SAF-T JPK_MAG - Warehouse - N/A
Customizations	N/A
Project Consultant	Paol Sundian
Project Notes	No Special/out of the box configuration done for this client
Support Instructions	All future related issues and concerns will be sent to Staria SuiteApp Support SuiteApp Implementation only
UAT Documents
Customer Sign-Off	Re_ RAMP_ UAT SIGN OFF.msg RAMP_ NETSUITE GO LIVE Sept 1_ 2023.msg

SUPPORT

Support is aimed to admin / main users who are responsible for ordering support activities from Staria. The Named contact persons must be agreed when the implementation project is closed and transferred to Support.

Tickets will be created via email and replies will be received via email.

We fully support Finnish and English languages. Preferred language is English, to enable flexibility in solving the tickets as well as cooperation with NetSuite support if needed.

Staria Support is available on working days, between 8 – 16 Finnish time (EET). Support request can be created 24/7 using our ticketing channel.

The requests are acknowledged and pre-screened by our agents according to the targeted response time. Prioritized requests will be handled in priority order.

SLA

Service Hours are Monday – Friday business days 8-16 (EET) and Service Requests 24/7.

Targeted response time by Priority: • Critical: 4h

Normal: 1 day
Low: 3 days
Planned: agreed plan exists

Critical: Critical functionality interrupted, degraded or unusable, having a severe impact on services availability. No acceptable workaround.
Normal: Non critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. Acceptable workaround is available.
Low: Application or personal procedure unusable, where a workaround is available or a repair is possible.

Change request and new development request will be handled separately together with your Staria Account Manager and implemented according to the agreed plan.

Not in scope of the Support service:

Onsite support, training and consulting (will be agreed case by case)
Development projects (will be agreed case by case)
Customer Data fixes or changes
Pricing: time and material based, according to current Staria Price list. Minimum billing is 30 min per case.

Support is aimed to admin / main users who are responsible for ordering support activities from Staria. Any user can however create