Scope of Support and Service Level Agreement

Our goal is to outline what support is included with your software servicing fee, how to reach our team, and the response times you can expect.

This article outlines:

• What’s included with your software servicing fee

• How and when to contact support

• Our service level commitments

• When Professional Services may be the right fit

How to Reach Support

You can contact our support team in the way that works best for you:

• Email the Customer Success team email.

• Call our main Cornerstone Phone number and choose option 1.

We do our best to be available when you reach out. At times, our team may already be assisting other customers. Phone calls may route to voicemail, and email responses may not be immediate.

In those cases, we ask that you give us the details related to your request so that we can support you most effectively.

Regardless of how you contact us, we commit to responding within the service levels outlined below.

What’s Included With Your Software Servicing Fee

Your software servicing fee includes support designed to keep your system running reliably and help your team continue day-to-day operations.

Included support covers:

• Product questions and general “how-to” guidance,

• Troubleshooting unexpected behavior or system issues,

• Login, access, and user management assistance,

• Basic configuration questions,

• Standard reports and workflows,

• Time-sensitive issues impacting daily operations, and

• Support directly related to your account with Cornerstone (dealer payments, monthly recaps, updates to your company information, etc).

This support focuses on helping you understand the platform & your account, resolve issues, and continue using the software effectively.

Service Level Commitments

We prioritize requests based on their impact to your business.

Our current average response time is under 3 business hours.

Response Time Targets

• Urgent (2 Business Hours): Includes critical system issues and access

• Priority (4 Business Hours): Includes time-sensitive requests

• Standard (8 Business Hours): Includes general inquiries and support requests

Response time targets apply across all support channels, including phone and email.

When a Request May Require Professional Services

Some requests go beyond included support and require dedicated time, planning, or hands-on execution.

Examples include:

• Designing or refining internal processes using best practices.

• Building or adjusting workflows and automations.

• Data audits, structured reviews, or data imports.

• On-demand or personalized training (outside of what is included in onboarding).

• Having our team complete work on your behalf to save internal time.

These requests are handled as Professional Services.

Professional Services Overview

Professional Services are optional and intended to complement the support included with your software servicing fee.

Customers typically use Professional Services when they want:

• Guidance based on proven best practices

• Work completed efficiently using deep system expertise

• To save internal time by outsourcing complex or time-consuming tasks

Professional Services are billed at $150 per hour.
Discounted packages may be available.

For more details, please see the Professional Services & Success Packages knowledge base article.

Frequently Asked Questions

Is support included with my software servicing fee?

Yes. Support is included and covers troubleshooting, guidance, and help using the system as designed.

What’s the difference between included support and Professional Services?

Included support helps you understand, fix, or use the software. We also include support that answer questions about, or make updates to, your account. Professional Services focus on designing, building, optimizing, or executing work that goes beyond day-to-day support.

How do I know which type of support I need?

If you’re not sure, that’s okay. Start by contacting support or your Account Manager, and we’ll help determine the best path forward.

Are Professional Services required?

No. Professional Services are optional and used when customers want additional help beyond included support.

Can I still call or email support for Professional Services requests?

Yes. Then someone will reach out to ensure we understand your goals and guide next steps.

Will my support request ever be denied?

No usually. We will always respond to your request. If it requires Professional Services, we’ll explain why and outline available options before moving forward.

Why is this being clarified now?

As our customer base has grown, clearly defining scope and expectations helps us support all customers more effectively and consistently.