Right90Customer Success ProgramProgram Description & WOW Support Programs

Right90 Virtual User Conference – Q1 2011 © 2011 Right90, Inc. All right reserved.

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Introductions & Program Overview :05 Min

Success Status & Key Factors :15 Min

Success Plan Development :05 Min

Key Right90 Updates :04 Min

Close & Summary :01 Min

Agenda

Typical Call Length is 30 Minutes

Right90 Virtual User Conference – Q1 2011 © 2011 Right90, Inc. All right reserved.

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100% Customer Success

• Our belief is that Right90 can only grow on a foundation of highly successful customers

• We have as a result made a strategic decision to focus our investment and energy on our existing customer base

• This is a radically different approach than that used by most software companies, but one which we believe in passionately

• Our goal is 100% customer success, and the manner we intend to achieve it is through the Customer Success Program

Right90 Virtual User Conference – Q1 2011 © 2011 Right90, Inc. All right reserved.

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Customer Success Program

Right90 CEO Call With Customer

Exec Sponsor(Every 6 Months)

Successful?

NODiscuss Key

Issues

Discuss Improvement Opportunitie

s

Create Success Action Plan

Work on Success Action Plan

YES

Right90 Virtual User Conference – Q1 2011 © 2011 Right90, Inc. All right reserved.

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WOW Support Program Summary

Customer Success ProgramCustomer Success Program

StandardStandard GoldGold PlatinumPlatinum

✔✔ ✔✔ ✔✔Participation in Customer Success ProgramParticipation in Customer Success Program

✔✔ ✔✔ ✔✔Participation in Quarterly Virtual Customer Participation in Quarterly Virtual Customer

ConferencesConferences

✔✔ ✔✔ ✔✔Access to Patch and Update Product ReleasesAccess to Patch and Update Product Releases

✔✔ ✔✔ ✔✔Eligibility For Customer Product PromotionsEligibility For Customer Product Promotions

1x1x 2x2x 4x4xFeature Request Priority WeightingFeature Request Priority Weighting

Product Releases, Promotions, & EnhancementsProduct Releases, Promotions, & Enhancements

1010 2020 UnlimitedUnlimitedWeb-Based Tickets per YearWeb-Based Tickets per Year

1x1x 2x2x 4x4xCase Priority Weighting for Non-Critical IssuesCase Priority Weighting for Non-Critical Issues

Customer Support & Issue ResolutionCustomer Support & Issue Resolution

✔✔VIP Phone SupportVIP Phone Support

22 44 1010Number of Customer Individuals That Can Contact Number of Customer Individuals That Can Contact SupportSupport

8 hours8 hours 1 hour1 hourGuaranteed Response Time for Severity 1 IssuesGuaranteed Response Time for Severity 1 Issues

Additional Right90 PlansAdditional Right90 Plans

Customer WOWCustomer WOW

Business Hrs Central Time 5 Business Hrs Central Time 5 days/wkdays/wk 24/7 for Sev 124/7 for Sev 1Support HoursSupport Hours

Free API AccessFree API Access ✔✔

22 1010

Advanced Triage RecoveryAdvanced Triage Recovery

Business Reorganization SupportBusiness Reorganization Support

Actuals Loading PlanActuals Loading Plan

Custom Health ChecksCustom Health Checks

Usage ReportingUsage Reporting

EnhancedEnhanced

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1 / Year1 / Year 4 / Year4 / Year