This Technical Support Addendum (this “Addendum”), which is incorporated into the Encompass® SaaS Agreement
or the Encompass SBP Agreement (the “Encompass Agreement”) between Customer (also referred to herein as
“you”) and Ellie Mae, Inc. (“Ellie Mae”), describes the type and level of technical support services you will receive
regarding the operation of the Encompass Software and the Services (as defined under the Encompass Agreement).
1. DEFINITIONS
All terms not otherwise defined in this Addendum are as defined in the Encompass Agreement.
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“Critical Patch” means an unplanned update that contains Critical (P1) fixes and/or emergency compliance
updates that are ‘in effect’ before the next Service Pack.
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“Documentation” means the knowledge articles, manuals, user guides and other materials provided by Ellie
Mae to assist you in using the Software and the Services.
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“Incident” means an unplanned interruption to an IT Service or reduction in the quality of an IT service.
Failure of a configuration item that has not yet affected the Services is also classified as an Incident.
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“Line of Business Contacts” means a Customer employee or agent with sufficient training and experience in
his/her area of business to isolate Problems and to provide sufficient information and assistance to Ellie
Mae’s Technical Support team to enable them to reproduce such Problems. The named Line of Business
Contact shall be the subject matter expert in his/her area.
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“Named Contact” means a named individual of Customer with sufficient training and experience to identify
and isolate an issue and to provide sufficient information and assistance to Ellie Mae’s Technical Support
team to enable them to reproduce such issues. The Named Contact shall be the point of contact with Ellie
Mae when reporting issues. Ellie Mae may require you to appoint a new Named Contact if Ellie Mae
reasonably determines that the Named Contact does not possess the training or experience necessary to
perform the required functions of the Named Contact or cannot communicate effectively with Ellie Mae's
Technical Support personnel. All inquiries from non-qualified contacts will be referred back to Customer’s
internal Named Contact. Changes in Named Contacts can be made by you at any time through the use of
Ellie Mae’s Resource Center.
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“Major Release” means a planned update that includes major feature additions or changes, minor
enhancements, compliance updates, and/or defect fixes.
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“Problem” means any of the following: (i) the Software and/or any of the other Services provided under the
Encompass Agreement does not operate substantially in accordance with its respective specifications; (ii)
Incidents; or (iii) the applicable Documentation is not correct.
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“Response Time” means the elapsed time from when Ellie Mae Technical Support receives a request for
assistance from you until the commencement of support.
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“Service Desk” means a single point of contact between the End-Users of the Software and Customer’s
internal help desk to handle Incidents, service requests, issues and application how-to’s.
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“Service Pack” means a planned update that includes minor enhancements, compliance updates, and/or
defect fixes.
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“Services” means the services that are covered under this Support Addendum and which are covered under
the Enterprise Technical Support Agreement:
the Encompass Software
Ellie Mae Network™
Ellie Mae Compliance Management System™
Encompass 4506-T Service™
Encompass Appraisal Service™
Encompass Compliance Service™
Encompass Consumer Connect™
Encompass CRM™
Encompass Developer Connect™
Encompass Docs Solution™
Encompass Electronic Document Management™
Encompass Flood Service™
Encompass Fraud Service™
Encompass Loan Officer Connect™
Encompass Product & Pricing Service™
Encompass Title & Closing Center™
Encompass TPO Connect™
Encompass WebCenter™
Ellie Mae Total Quality Loan® program
Ellie Mae AllRegs®
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“Technical Support” means access to Ellie Mae’s Technical Support personnel for the purpose of providing
second line assistance to Named Contacts with regard to their use of the Software and Services, but which
does not include any custom development, which would be provided under a Statement of Work (“SOW”)
by Ellie Mae’s Professional Services department.
2. TECHNICAL SUPPORT
In order for Ellie Mae to provide you with Technical Support, Product Releases, Service Packs, and/or Critical Patches
under this Addendum, you must be current on your Service Fees.
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Access to Technical Support: Subject to the level of support to which you are entitled (see below), a member
of Ellie Mae’s Technical Support team will be available to your Named Contact during designated support
hours from Monday through Friday (except Ellie Mae holidays) in order to assist you in issue resolution and
Technical Support of the Services. Your Named Contact will be responsible for the daily maintenance of the
Services per the Documentation and first line of technical support of the Services to your End-Users via your
Service Desk. Ellie Mae’s Technical Support includes providing your Service Desk and Named Contacts with
assistance relating to any standard features and functions of the Services.
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Maintenance and Technical Support Services Exclusions: The Maintenance and Technical Support services
provided under this Addendum do not cover or include the following:
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Use of Technical Support for purposes other than for which this Addendum is authorized
System Configuration
Any other Professional Services work that would be covered under an SOW
Business Health Checks
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Additional product implementations
Testing of any new features, workflow or enhancements
Testing or consulting relating to your use of the SDK and any plugins
Testing of any third party applications and/or integrations
Supporting your End-Users
Debugging and testing changes on your data replication target database, if applicable
Evaluating or testing your infrastructure, including Citrix, terminal services, or workstations
Assisting any offshore workforce directly
Backing up or restoring programs and/or data
Migration of data or systems to either production or test
Keying, importing, converting, or manipulation of data
Onsite, formal, or remote classroom training on the operation and use of the Services
Creation of any new, non‐standard, customer‐defined workflow
At Your request and at the sole discretion of Ellie Mae, Ellie Mae may perform any of the foregoing services
on a billable Special Service basis or as part of a separate SOW. You agree that any services rendered pursuant
to your request for any of the items listed above will be considered a Special Service.
3. CUSTOMER’S OBLIGATIONS
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You shall maintain a sufficient network bandwidth to allow the Services to operate in your environment.
Service Desk: You shall maintain and sufficiently staff and train a Service Desk that provides assistance to your
End‐Users.
If you unnecessarily overburden the Managed Environment (the hosted environment) with tools/utilities
created, purchased or installed by you that cause undue performance degradation of the Services, Ellie Mae
reserves the right to require you to modify, remove or incur additional charges for usage that exceeds usage
based on the number of End‐Users allowed under your Encompass Agreement; provided that, Ellie Mae will
give you thirty (30) days’ notice before it takes any action, unless Ellie Mae needs to take immediate action
to prevent downtime of the Services.
You shall ensure that you are on the current release of the Encompass Software, unless an exception has
been made and agreed to by Ellie Mae.
You shall maintain hardware and software on your systems in compliance with the Compatibility Matrix, as
found in the Resource Center.
In order to receive the Technical Support as set forth in this Addendum, you agree to provide Ellie Mae
remote access (e.g., access to your systems, log files, database files, etc.) if necessary to provide such
Technical Support. Failure to provide such access may relieve Ellie Mae of its obligations to support you
pursuant to this Addendum.
4. SERVICE UPDATES, FIXES AND WORKAROUNDS
You agree that all Product Releases, Service Packs, Critical Patches, all other product updates, fixes, and/or
workarounds furnished to you shall be deemed to be part of the Services and are therefore subject to the terms and
conditions of the Encompass Agreement.
5. CASE SUBMISSION AND PRIORITY LEVELS
When you contact Ellie Mae Technical Support, you will need to provide Ellie Mae with your Client ID, Named Contact
User ID, a detailed description of your issue, who is affected, how many End‐Users are affected, when the Incident
or Problem began, what steps you took to try to address the Problem, and a “Priority Rating” (based on the below
guidelines) of how the Problem is impacting your business.
Use the following guidelines to estimate your priority when contacting Ellie Mae Technical Support:
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Critical (P1) - Critical priority Problems include those in which the Services are down or are otherwise
unusable, resulting in total disruption of use or outage of the Services.
High (P2) - High priority Problems include those which involve disruption of a major feature or function and
have a significant impact on production or severely impair operating efforts.
Medium (P3) - Medium priority Problems include those which involve a feature or function failure that results
in the Services not working as described in the Documentation. This is Ellie Mae’s default priority, unless
otherwise set or agreed upon between the Named Contact and Ellie Mae.
Low (P4) - Low priority Problems include non-product issues, such as how-to questions.
Unless Enterprise Technical Support is listed on the Order Form or the Amended Order Form, then either the
Standard Technical Support – Level A or the Standard Technical Support – Level B will apply to all support cases
opened. This is dependent on the category of customer to which you pertain, as defined within the Support Levels
as noted below.
5.1 Standard Technical Support – Level A
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Included for those customers with:
o Encompass with 5 or more End‐Users
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Business Support Hours are from 5:00 a.m. to 5:00 p.m. Pacific Standard Time, Monday – Friday
(excluding Ellie Mae published holidays)
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Major Product Releases, Service Packs, and Critical Patches
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Technical Support via the following channels:
o Resource Center Web Case
o Chat
o Phone 1-800-777-1718
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Afterhours Support for Critical (P1) Problems
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Resource Center Case Management
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24/7 access to the Knowledge Base and Ellie Mae Resource Center
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Five (5) Named Contacts
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Initial Target Service Level Response Times as shown below:
Channel
Critical
High
Medium
Low
Phone
10 Minutes
10 Minutes
10 Minutes
10 Minutes
Chat
10 Minutes
10 Minutes
10 Minutes
10 Minutes
Resource Center
N/A
1 Business Day
1 Business Day
1 Business Day
Afterhours
1 Hour
N/A
N/A
N/A
5.2 Standard Technical Support – Level B
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Included for those customers with:
o Encompass with fewer than 5 End‐Users
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Business Support Hours are from 7:00 a.m. to 5:00 p.m. Pacific Standard Time, Monday – Friday
(excluding Ellie Mae published holidays)
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Major Product Releases, Service Packs, and Critical Patches
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Technical Support via the following channels:
o Resource Center Web Case
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Resource Center Case Management
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24/7 access to the Knowledge Base and Ellie Mae Resource Center
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Two (2) Named Contacts
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Initial Target Service Level Response Times as shown below:
Channel
Critical
High
Medium
Low
Resource Center
N/A
1 Business Day
1 Business Day
1 Business Day
WARRANTY OF SERVICE
Ellie Mae represents and warrants that the Technical Support services set forth in this Addendum will be performed
in a workmanlike and professional manner. Except as expressly set forth herein or as set forth in the Encompass
Agreement, Ellie Mae makes no other express or implied warranties regarding the services performed hereunder.
This Addendum will be governed by the terms and conditions set forth in your Encompass Agreement. Except as set
forth above, nothing herein shall modify Ellie Mae’s support obligations set forth in the Encompass Agreement.
The deliverables as set forth herein are subject to modification at Ellie Mae’s discretion upon notice to Customer and
upon posting of an updated version of this Addendum on Ellie Mae’s Resource Center. Ellie Mae will use reasonable
efforts to provide advance, clear notice of any material changes to the terms of this Addendum.