Product and Services Guide

1.  AppZen Product & Services Overview 

The AppZen Product & Service Guide describes certain business services (each, a “Service”) provided by AppZen, to its customers (each, a “Customer”) utilizing AppZen software that is hosted and managed by AppZen and accessed by the Customer over the Internet, as such Service may be reasonably modified by AppZen from time to time. 

The Service may include the following service types with the option to add additional services as and when they become available.

This document includes the following sections:

  • Expense Audit
  • AppZen Autonomous AP
  • AppZen System
  • Global Customer Support Services
  • Product Descriptions

2.  Expense Audit

AppZen Expense Audit integrates with a customer’s expense management system to perform a real-time audit of every line item in their expense reports. It can cross-reference expense reports with receipts and thousands of online sources and extracts key information from a receipt to catch duplicates, out-of-policy spend, incorrect amounts, suspicious merchants or attendees, and excessive spend. Expense Audit provides AppZen standard audit models that cover the most common expense audit scenarios.

Expense Audit provides access to AppZen Mastermind, an AI-first platform and foundation of AppZen’s Expense and Autonomous AP applications. Through Mastermind, Customers can configure new AI models and extend standard audit models.

Expense Audit also provides access to Analytics for Expense Audit -- dynamic, AI-driven spend insights on AppZen audited spend data. It provides a view of spend, risk, and risk-management operational performance, with standard and customizable charts, dashboards, and metrics. Analytics provides standard benchmarks for spend, risk, and operational performance against industry peers to enable Customers to identify areas of excellence and opportunity. 

Also included is Bulk Data Export for Expense Audit. This provides the ability to create scheduled expense line level detail extracts that can be posted to Customer’s preferred SFTP destination. The extracted details per line include AI model metadata which customers can leverage to run analytics on their preferred platform.

Single sign-on for Expense Audit provides a standards-based user authentication solution that integrates with Customer’s identity provider application through SAML, OpenID Connect, or OAuth. It improves the login experience for users and allows administrators to easily provide or revoke access to users through their identity provider application of choice. Single sign-on supports service provider authentication flow.

How does it work?

The AppZen Platform works with existing expense management systems already being used by companies, therefore no system change is required.  AppZen Expense Audit works behind the company’s scene, in real-time by extracting data from the company’s automated expense systems, analyzing, augmenting, and applying machine learning to expenses, eliminating misuse and fraud while ensuring compliance in real-time. Expense Audit provides AppZen standard audit models (see below) that cover the most common expense audit scenarios, an AppStore for pre-built apps, the ability to build automated company-specific custom workflows, and Mastermind AI-enabled analytics that deliver benchmarks and insights into overall spend and expense data.

2.1  Expense Audit Standard Models

Below is the list of the Expense Audit standard models available.

  1. Amount Verification: The Amount Verification model ensures that the amount submitted for an expense line is below a specific threshold, broken down by cash (personal credit card or cash currency) and credit (corporate card).
  2. Amount Verification by Expense Type: The Amount Verification by Expense Type checks for specific expense types and ensures that the submitted amount is below a specific threshold, broken down by cash (personal card or cash currency) and credit (corporate card).  
  3. Automated Receipt Verification The Receipt Verification checks if the user input data matches the receipt data picked up by AppZen's OCR. 
    • Validates there is an existing receipt.
    • Verifies the amounts match between the user input data and receipt.
    • Checks that the tip amount falls outside a specified variation set in AppZen.
    • Matches the date on the receipt against the user input date. 
    • Reads handwritten digits on receipts (English only), but does not include handwritten text or signatures.
    • Searches for a total sum of user input amount across receipts that have more than one page.
  4. Cash line Validation: This model will validate the credit card number on the receipt of a Cash (out of pocket) expense line against a Customer provided list of Corporate Credit Card numbers.  If there is a match, AppZen will flag this as High Risk since the employee is reimbursing a Corporate Credit Card transaction that is potentially already paid out.
  5. Daily Meals Limits: This model detects if the user's daily meal cost is greater than the threshold set. 
  6. Expense Age Check: This model analyses the receipts to determine if the receipt submitted is beyond the required submission date range 
  7. Receipt Itemization Verification: This model is specifically for hotels and meals, AppZen can read a receipt and determine if it is providing itemized details. We strongly recommend enabling this model for AppZen to find Unauthorized Spend such as Alcohol and Room Upgrades that can otherwise be hidden in non-itemized receipts.
  8. Duplicate within a report: The Duplicates Within a Report analyzes receipts for the date, amount, and merchants to find duplicate claims within a report.  
  9. Duplicates across reports: This model searches across the reports of the employee who submitted the expense, as well as across all other employees' reports to detect any duplicate receipts. The receipt image submitted in the report will appear alongside the receipt image that has been identified as a duplicate of the receipt submitted. In doing so, auditors will be able to cross-reference the information within the two receipt images to verify the duplicate. If no matching receipts are found, the model analyses receipts and user input for parameters such as date, amount, and more to find duplicate claims across reports.
  10. Merchant Category Check: This model searches the merchant on the web to verify if the merchant is associated with any questionable activity including adult entertainment, movie theaters, spas, golf, etc. MCC Codes are used (AppZen also looks for MCC codes in Credit Card transactions).
  11. Restaurant Price Check (Merchant Price Check): This model performs an internet search (e.g. Yelp) to verify the average amount that a meal should cost for an individual, and validate it against the cost and number of people an employee has submitted within their expense report.
  12. Unauthorized Expenses: The Unauthorized Expenses model reads receipts to identify expenses that the Customer has identified as unauthorized per their expense policy. Typical examples include tobacco products, alcohol, spa treatments, first-class upgrades, etc. 
  13. Weekend Expense Check: The Weekend Expense Check looks at the date on user input and the receipt to validate if a purchase was made on a Saturday or Sunday (or another designated day).
  14. Non-Conforming Receipt: The Non-Conforming Receipt determines if an employee uploaded a valid receipt. Some examples of non-conforming receipts are handwritten receipts, sticky notes, random photos, and blurry receipts. 
  15. Anti-Corruption and Bribery Check: The Anti-Corruption and Bribery Check performs an FCPA (Foreign Corrupt Practices Act) check, searching against US/Global databases (e.g., Government, FBI most wanted, news sites, etc.) to match attendee names submitted within a receipt for an expensed meal. 
  16. Healthcare Professional Check (HCP): The Healthcare Professional Check analyses business attendees to determine if medical professionals are listed. It cross-references the US National Provider Identifier Registry (NPI) to spot expense reports that have a healthcare professional tagged as an attendee. 
  17. Manager as Attendee: The Manager as Attendee checks if the attendee list on an expense report includes the submitter’s manager. This model requires the synchronization of the Customer employee directory with the AppZen product.

2.2  AppZen AppStore Apps

Expense Audit includes pre-built models via the AppZen AppStore. These apps solve very complex T&E issues for eliminating spend, ensuring compliance, and reducing finance workload. Customers can seamlessly integrate these apps into their existing Expense Audit solution without the need for costly development or drain on IT resources. Apps in the AppStore are available to all global Expense Audit customers and will contain both Included and paid apps.  Apps currently available in the AppZen AppStore include the following:

 *To learn more about Appzen apps visit the  AppZen AppStore.

AppZen AppStore Apps

App Description

Fapiao Receipt Validation Flag as high-risk if a FAPIAO is missing from a CNY receipt, for expense type that requires fapiao and that the customer has not excluded. This model checks for business titles and tax code, vendor name consistency, fapiao format, and official stamps.
Advance Booking Check Ensure compliance with advanced booking policies by flagging air and rail transportation expense lines as high or medium risk if the booking date is less than a certain time period (for example, 14 days) before the travel date. 
Gift Form Check  Flag expense lines for configured expense types if a gift card approval form is not attached to the expense line. This model will flag expense lines for expense type "55541 - Payments to Subjects" as high risk if both an itemized receipt and GWU gift card approval form are not attached to the expense line.
Tax Detection Flag expenses when sales tax is detected on the receipt. This App is relevant for universities and nonprofit institutions that are exempt from sales tax. This model will search for and flag high risk whenever sales tax is located on a receipt, this only applies top-card expense lines that are over $750. This app enables customers to track the amount of tax that is being spent on corporate card transactions. It flags expenses when tax is detected on the receipt. For example US sales tax, VAT or BTW.
Hotel Billing Check Ensure that hotels correctly bill your organization when required by company policy. This App checks all hotel receipts for a valid company billing entity and flags the expense when the organization name is missing. This model will check the images on any Hotel-related expense and will flag high risk if there is not a customer-specific entity listed on the image.
Rental Car Accessories Customize audit to flag unauthorized car rental expenses such as Budget's Roadside Safety Net (RSN) or Avis's Select n Go Upgrade (SGU) option. This model is an extension of the Unauthorized Expenses model. The model will flag high risk if RSN (Roadside Safety Net) or SGU (Select n Go Upgrade) are detected on a Car Rental receipt.
Alcohol Check for Grants For universities and research institutions, government grants often forbid using funds to purchase alcohol. This App makes it easy to flag alcohol purchases tied to specific grants. AppZen Mastermind AI even recognizes alcohol brands and can differentiate between subtle distinctions like a beer and a root beer float. This model is an extension of the Unauthorized Expenses model. The model will flag high risk if alcohol is detected on the same expense line as a grant expense. Grant expenses are determined by a custom field that gets sent over in the expense report payload.
Allowable Alcohol Check This model Identifies how much of a meal was spent on alcohol, and flag as high risk when the percentage is higher than policy allows. This model enhances the Alcohol Unauthorized Items category and flags High Risk if items identified as alcohol make up more than 30% of the total amount on Meal and Entertainment receipts. It will calculate the percentage of alcohol detected on a receipt and will update the risk message to include the percentage.
Attendee Type Check This model identifies meal and entertainment expense limits for specific business guest attendees and government employees. Flag 100% of meal and entertainment expenses that exceed defined thresholds for each guest type. This module helps organizations stay in compliance with FCPA or the Sunshine Act.
Expense Sub-Type Check The Expense Sub-Type Check App allows corporations to configure custom sub-expense types, set threshold limits, and flag sub-expense types that exceed these threshold values. For example, a manager may allow their team members to buy work-from-home office equipment, such as an office chair, with a limit of $200. This App can configure "office chair" as a sub-expense type of work-from-home supplies and assign the appropriate risk levels based on dollar amounts. This App is an extension of the Amount Verification Expense Type model already included as part of the Autonomous Expense Audit solution.
Missing Document Detection

For life sciences companies, compliance with the Sunshine Act is critical but labor-intensive. AppZen can help identify whether sign-in sheets are attached to expenses that require them. Though the Sunshine act is limited to the US, sign-in sheets are applicable to other countries. This model gives the customer the ability to automate their health care professional compliance check for a custom HCP sign-in sheet and checks if the sheet was submitted in an expense report. This model helps healthcare customers ensure compliance with the HCP Sunshine Act.  

Keyword Audit Identify and flag user-defined, high-risk keywords on a wide variety of expense-related fields and sources. For example, receipt images and business purposes. This model is an extension of the Unauthorized Lexicon Flagging model and will flag high risk if a specific set of lexicons are detected and the expense line amount is greater than the respective threshold.

 

2.3  Analytics 

Expense Audit provides in-depth analytical tools to monitor all aspects of spend and behavior. It delivers dynamic, AI-driven spend insights on AppZen audited spend data. It provides a view of spend, risk, and risk-management operational performance, with standard and customizable charts, dashboards, and metrics. Expense Audit provides standard benchmarks for spend, risk, and operational performance against industry peers and best-in-class companies to enable customers to identify areas of excellence and opportunity. 

The out-of-the-box Dashboards include:

Employee Dashboard - The Employee Dashboard has profile data for all employees. You can view the employee dashboard for employees with activity within Expense Audit in the designated date range. In this Dashboard, you can see the ACI Score. The ACI score offers an analytical way to compare risk among your employee base.

Auditor Dashboard - The Auditor Dashboard provides an overview of spend activities that are flagged as high risk. 

Executive Dashboard - Gives the manager the ability to see hard savings within Expense Audit. The Executive Dashboard shows the top value pillars for reducing spend, compliance with policy, and demonstrating improvement in your T&E program by showing a percentage of how many auto-approved reports have been processed within AppZen.

Spend Dashboard A complete view of spend activity across organizations, cost centers, expense types, merchants, and more.

Audit Activity Dashboard - A complete view of activity by the auditor

Employee Compliance Dashboard - A complete view on employee compliance...i.e. employee spend.

Expense Audit Summary Dashboard - The Expense Audit Summary Dashboard provides a clear and concise overview of spend, employee compliance, and audit activity all within a single dashboard.

Auditor Feedback Analysis Dashboard - The Auditor Feedback Analysis Dashboard provides an overview of performance based on your audit configurations.

Benchmarking Dashboard - The benchmarking dashboard compares the percent of resubmitted, high-risk lines, touchless reports, and more and compares that to the industry standard or other AppZen customers.

Autonomous AP Dashboards: 

Risk Dashboard - The risk dashboard analyzes invoices for compliance issues and highlights areas of risk to an organization. 

Spend Dashboard - This dashboard show spend that was auto-approved and/or manually approved and tagged as an exception. 

Operations Dashboard - The operations dashboard shows stages of extraction and breaks it down by autonomous, autonomous learning, and assisted. 

 

2.4  Reporting

Reports can be used to dig deeper into an expense report to give the auditor or manager better visibility on all activity within AppZen. You can also look at low, medium, or high-risk reports within a specific date range. After doing so, you can adjust your model parameter to help lower the number of high-risk reports. The generate reporting menu helps auditors create different reports within AppZen. 

  • Expense Report Header Level Risk: The Expense Report Header Level Risk report can be used to analyze the Report Header Level Risk models (e.g., Daily Meal Limit).
    • AppZen Audit Activity Report: The Audit Activity Report shows the activity of any given expense report from an auditor.
    • Auditor Feedback Report: The Auditor Feedback Report is used to track the feedback that the auditors are providing to AppZen for each high-risk violation identified.
    • Manager Usage Report: This report will provide better visibility of AppZen users activity within the system.
    • AppZen Reports Metrics: The Report Metrics will help with audit trends over a period of time. Such as how often high-risk line items are detected
  • Expense Report Audit Risk Details by Line: This report breaks down the details of every line that is submitted and audited by AppZen.
  • Expense Report Header Level Summary Report: Header level custom fields allows an auditor to obtain additional information from the expense management system and brings this information into AppZen so auditors can see the whole picture while investigating spend.
  • Line level Savings: AppZen now provides generated reports for cost savings. It breaks down the line level by resubmission saving and rejected saving.
  • Aggregate Line level Saving Report: It will have a similar configuration as most of the Generated Reports with the exception that the date range will be dictated by Expense Date, instead of Submission Date Range.

2.5  Sandbox

Sandbox provides a production quality environment for Customer to configure and test new configurations and changes before they are applied to Customer’s production environment. It also provides an area where customers can train new users. Sandbox can be configured to connect to Customer’s non-production expense automation system. Sandbox code version will be the same as that of production. Data and configurations cannot be copied over between sandbox and production. License limited to 10% of annual production capacity without incurring additional transaction fees.  Sandbox is a separate line item and is billed accordingly.

2.6  Team Intelligence

Team Intelligence allows customer’s managers visibility into the spend of their team. Customers have the ability to: (1) understand expense misconduct; (2) ensure internal controls are met by validating each expense report against company policies; (3) identify the highest-risk employees; and (4) distinguish one-off mistakes from larger trends of errors, waste, and fraud. Customer can identify and automatically approve low risk expense reports and invoices to allow approvers to focus on the high-risk items. Team Intelligence is a separate line item and is billed accordingly.

 


3.0  AppZen Autonomous AP

AppZen Autonomous AP automates the processing of non-digital invoices (pdf and standard images) from receipt (inbox) to posting to Customer’s ERP systems. Upon receipt, invoice data is extracted and validated, PO and accounting policies are applied, invoices are checked for duplicates, exceptions reviewed and corrected by accounts payable staff before being posted to the target (ERP) system. 

AppZen delivers autonomous processing for all invoices which gives an AP team the comfort and assurance that the invoices are being processed using the most advanced AI technology in the world. Our AI technology helps eliminate manual invoice processing with minimal human intervention. AppZen Mastermind AI reads, understands, and can make independent decisions based on our deep finance expertise while maintaining the company's AP policies. AppZen Autonomous AP uses AI to ensure invoices are properly extracted, validated, POs are matched, GL coded, and audited. Additionally, it integrates with a customer's ERP or P2P system for invoice ingestion and improves supplier payment workflow.

AppZen Autonomous AP supports the levels of automation throughout the invoice process. The following highlights the features that make up that process.

Features

Overview

Extraction

Extraction is the use of artificial intelligence to take data out from an invoice to be used in a later process.


AppZen can use its world-class computer vision, natural language processing technologies that have been developed for AppZen Expense Audit and apply them to invoices and get a quick way to strip the data off of the manual PDF and make it into a digital format. 

AppZen’s AI technology is used to scan invoices and extract Header-Level and Line-Level details and make that information available to a user of the system. This technology creates an output of extraction results to reach a complete autonomous experience.  

Additionally Mastermind AutoTune is used as an additional layer to enhance extraction by user feedback and historical invoices.

Review Data 

Review Data is the action of checking whether the extracted information within the customer’s Master Data Set is accurately represented in Appzen, and is then presented to an AP Processor to assist in that accuracy when differences are found. By providing that feedback, the user can improve the overall intelligence of the system for future data extraction. 

PO Matching

Purchase Order (PO) Matching is the process for invoice approval that involves checking the line items of an invoice with the goods and services of a purchase order.

If an invoice comes in with or without a PO, AppZen can find that PO in the PO system as well as perform a two-way or three-way match with quantity, unit price, and total price from the invoice line to the PO lines. 

The customer can use Match Basis, a configuration that allows for AppZen to infer the match based upon the item being ordered. If, for example, the invoice was for Boots, the match would be based upon quantity. And if it was for a service item, the match would be based upon the amount.

With an invoice that is to be a PO-backed invoice, and there are multiple invoice lines, the customer can choose to configure Smart Matching. Here, Appzen ignores the invoice lines and processes with the process order lines.

Additionally, PO auto-line generation helps process invoice lines correctly even though the line extraction doesn’t have enough confidence. The purpose is to omit the line extraction if it's not needed. 

GL Code Prediction for Non-PO Invoices

General Ledger (GL) Code Prediction is the process of using AI to make an educated guess on the appropriate GL codes such as: entity name, cost center, region, location and more for each invoice and make that recommendation within the application. 


AppZen can predict GL segments when a customer has a non-PO based invoice. Providing another level of automation within the AppZen Autonomous AP process.

Validation

Validation is the process of using AI to automatically detect compliance and fraudulent issues such as duplicates and debarred suppliers. The application then alerts the AP Processor by sharing exceptions of those issues for which actions are required. AppZen delivers pre-payment audit actions for invoices.

AppZen uses its advanced Duplicate Check within Autonomous AP model technology to help reduce spend by checking if a similar invoice has been previously ingested. With that historical record, a customer will not have to spend unnecessary time searching through invoices and accumulate unnecessary spend. 

AppZen looks for Duplicates across invoices and similar documents found within the Expense Audit system’s robust duplicate model checks: Invoice image match, Query Match, Query Exception Match for missing images, and Query Exception for revised numbers.

The Supplier Check audit helps protect a company's brand and avoid fraud when dealing with certain suppliers. AppZen Autonomous AP checks suppliers in real-time by comparing the supplier entity on the invoice to Treasury and Trade government lists.

Integrations with Processing System

To successfully integrate with a variety of AP systems, AppZen Autonomous AP provides a rich set of API and integration patterns to upload invoices into a customer's ERP or P2P system.


Once the end-to-end autonomous process is complete, AppZen sends the output to the respective invoice systems (SAP, Ariba, Oracle, etc.).

 

3.1  Autonomous AP Full Automation

AppZen's Autonomous AP Full Automation product includes each the full set of features to ensure invoices are properly extracted, validated, POs are matched, GL coded, and audited.

 

3.2  Autonomous AP, Extract and Audit

AppZen's Autonomous AP, Extract and Audit product automates the extraction and duplicate auditing of non-digital invoices (pdf and standard images) from receipt (inbox). Upon receipt, invoice data is extracted and invoices are checked for duplicates. 

 


4.0  AppZen System 

4.1  User Roles

Within AppZen, Systems Administrators are responsible for distributing user privilege access. 

The below table shows the roles and their functional privileges in relevance to the expense report assignment and audit queue features.  

Role

Function 

Role Description 

System Administrator  

Assign Users 

Access to system admin tab. Ability to add, create, and edit users and their permissions.

Functional Administrator 

Edit configurations, organizations, and workflows

Access to expense setup and admin tab. Edit audit model configurations, audit workflow configuration, add expense types, enable/disable customer organizations and create reject template messages. 

Expense Queue Administrator 

Create queues, Assign auditors to a queue, Assign Auditor Leads(s) to queue Assign/Unassign/Reassign expense report

Access to audit, and reports tab. Create a queue, assign and unassign auditors to work on queue, and assign an Auditor to lead to manage the queue.

Assign additional auditor authorization to view queue management menu.

Auditor (Read-Only)

View workbench, reporting 

Access to audit and report tabs along with viewing the Auditor Workbench only.

Auditor 

Review/self-assign/action expense reports, view dashboards

Access to the audit workbench, reports tab, and analytics tab. 

Mastermind Functional Administrator 

Edit configurations, enable disable Mastermind models

The ability to edit and view mastermind configurations. 

Mastermind Functional Admin (Read-Only)

View configurations

The ability to view mastermind configurations.

Viewer Role

View Dashboards

View Charts

Download CSV Files

Download Image of Charts 

Share Charts

Can use charts to help uncover spend and compliance issues, and can manipulate the data by selecting different criteria as part of the provided filter box.

Builder Role

Create Dashboards

Create Charts

Configure(charts/dashboards)

Assign Users

Explore Charts

Edit dashboards and charts

The ability to not only use the Dashboards and Charts as a consumer but can also modify existing dashboards and charts, reconfigure dashboards, add new charts and build entirely new dashboards and with unique data.

 

4.2  AppZen Integration for Expense Audit 

For the AppZen services and solutions to work, it needs to integrate into the Customers’ Expense Management Systems (EMS).

AppZen has the following integration flows:

Expense Management Services Platform

2-way

Features

Concur

Yes

API based - both push & pull

Support header level custom fields

User hierarchy API included

Oracle

Yes 

Support on-premise & cloud versions

No API-Custom Pull 

Workday

Yes

Custom API push uses AppZen Middleware 

User hierarchy API

Chrome River

Yes 

API based pull –custom code

Support Line level custom fields

Coupa

Yes 

API-based pull using AppZen Middleware.

User hierarchy API

Trip Actions, Expensify, CSV, Deltek

No

API/AppZen Middleware integration

RPA capability

 

4.3  Parity Between Expense Management Systems 

The following appzen features differ depending upon which Expense Management System is being used. 

Area

Feature*

Concur

Chrome River

Workday

Oracle

Coupa

Audit

Historic Data

Yes

No

Yes

Yes

Yes

Audit UI 

Custom field mapping 

Yes

Yes

No

No

No

Workflow

Workflow status update from EMS

Yes

No

Yes

Yes

Yes

Workflow

Stop Processor 

Yes

No

No

No

No

Workflow

Stop at manager 

Yes

No

No

No

No

Workflow

Review in Concur

Yes

No

No

No

No

* For details on these features please check out the Appzen Knowledge Base.

 

4.4  Service Level Commitments

Our services have consistently performed at an uptime of 99.9%. Our uptime monitor measures monthly, excluding holidays, and scheduled maintenance

Service Availability 

Uptime and downtime measurements will exclude periods affected by regular maintenance, and any time the AppZen service is not available due to circumstances beyond AppZen’s control, including: 

  1. Modifications of the AppZen service by any person other than AppZen or a person acting at our direction; 
  2. Problems caused by failed Internet connections or other hardware, software, or equipment which is not owned, controlled or operated by AppZen; or 
  3. Network intrusions or denial of service or other criminal attacks.

 

4.5  The Web Browser Requirements 

The AppZen solution is a SaaS (software as a service) product that requires industry-leading web browsers to access the (audit.appzen.com) website.

A supported browser is needed to action expense reports, view various dashboards along with generating reports like the Expense Report Header Level Risk and the Manager Usage Report. 

Listed below are the web browsers that the AppZen application supports:

 

Desktop OS

Web Browser

Windows 10

Firefox v60 and up

Google Chrome v68 and up

Internet Explorer v11

Microsoft Edge v17 and up

Mac OS High Sierra v10.13.x

Mac OS Mojave v10.14x

Google Chrome v67 and up

 

Safari v12 and up

 


5.0  Global Customer Support Services

The AppZen Standard support package is included with Expense Audit while the ExpertCare and ExpertCare+ are available for purchase for an additional charge. 

Should a customer choose ExpertCare support, AppZen will assign a designated AppZen Customer Success Manager to be part of the customer’s extended team. This resource will seek to understand the customer’s goals thoroughly, and know the “ins-and-outs” of their account. 

With ExpertCare +, you’ll ensure that your team receives the maximum value using AppZen.

 

5.1  AppZen Customer Support Comparison 

Support Service

Description

Standard

ExpertCare

ExpertCare +

Local Business Hours 

Support coverage 6am-6pm, PST

   

Portal & Email 

Support by portal and email 

   

Team Support 

Delivery Team Support 

   

Online Training 

Video and Webinar self-guided training 

   

Release notes 

Access through the support portal 

 

Global, 24x7 coverage

Support coverage 24/7 for reported severity 1 issues and Standard Support Coverage 24/5

 

 

Enhanced SLA,s 

Quicker turnaround for support SLA’s 

 

 

Portal, email, and phone

Support delivery through support portal, email, and phone(phone for severity 1 issues)

 

 

Semi-annual Business Reviews 

Business reviews include full data analysis, configuration, and tuning recommendations

 

 

Designated Customer Success Manager(CSM)

CSM provides functional subject matter expertise during local business hours, handles change management, and maintains communication with you on ongoing, goals, training and QBRs  

 

Technical Account Manager (TAM)

TAM for incident and escalation management; Tam expedites resolution for severity 1& 2 issues


TAM for problem management by providing technical consultation

for workarounds or corrective action based on available root cause analysis 

   

Customized pre-release training.

CSM-led, pre-release training for your account administrators customized for your priorities and use cases

   

Custom support analysis and report.

TAM-led quarterly analysis and report on support cases, including best practices and configuration recommendations

   

Priority SLAs.

Highest priority SLAs to ensure support tickets are responded to quickly

   

Quarterly on-site

business reviews.

CSM-led QBRs include full data analysis, configuration, and tuning

recommendations, and support issue review

   

 

5.2  Customer Support Service Target Resolution 

The table below outlines the response times for each severity level. No matter your support agreement, we are committed to providing a resolution in a timely manner.

Severity

Criteria

Standard

ExpertCare

ExpertCare +

Response Target

Critical

• Substantial non-functional or inoperative service causes a severe impact on your

business operations (e.g. critical business

processes are disabled).

• Continuous or near-continuous service interruption

• No workaround available

Two Hours 

One Hour

One Hour

AppZen will continue to work on

the problem until it is resolved or a reasonable workaround has

been provided

High

• Important features are unavailable and cause a non-critical impact on business activity or decrease in performance

Eight Hours 

Four Hours 

Two Hours 

AppZen will continue to work on the problem during normal business hours to provide a correction or workaround

Medium

• Important features unavailable but

a workaround is available. Causes a minor impact on business operations

Two days

(48 hours)

One day

(24 hours)

One day

(8 hours)

AppZen will provide an initial response during normal

business hours

Low

• Little or no impact on development activity

or business operations

Five

business days

Two

business days

One

business day

AppZen will provide an initial response regarding the

requested information or

documentation during normal

business hours

 

5.3  Expense Audit Implementation

The goals of the AppZen implementation are to ensure you unlock value quickly while providing best practice benchmarks and AI industry standards that will allow you to maximize your business value. For more information on the AppZen Implementation Process, See the AppZen Implementation Services Guide. For specific information regarding your implementation, see an accompanying Statement of Work (SOW).

Implementation Timelines

Below is the “typical” time it will take to implement each integration.

Deploy pre-built integration -- ISM + Integration working together

Expense

Task Description 

Is SaaS Application 

Timeframe* 

Deploy expense integration with Concur for new customer

Yes

4 Weeks

Deploy expense integration with Coupa for new customer

Yes

8 – 12  Weeks 

Deploy expense integration with Workday for new customer

Yes

8 – 12  Weeks 

Deploy expense integration with Oracle (on Prem) at customer

No

12 Weeks 

Deploy expense  integration with Oracle (cloud) at customer

No

12 Weeks

Deploy expense integration with Expensify for new customer

Yes

12 Weeks 

* Timeframes are estimates based upon best practices.

 


6.0  Product Information

6.1  Product Descriptions

Expense Audit

AppZen Expense Audit integrates with a customer’s expense management system to perform a real time audit of every line item in their expense reports. It can cross-reference expense reports with receipts and thousands of online sources and extracts key information from a receipt to catch duplicates, out-of-policy spend, incorrect amounts, suspicious merchants or attendees, and excessive spend. Expense Audit provides AppZen standard audit models that cover most common expense audit scenarios.

Expense Audit provides access to AppZen Mastermind, an AI first platform and foundation of AppZen’s Expense and Autonomous AP applications. Through Mastermind, Customers can configure new AI models and extend standard audit models.

Expense Audit also provides access to Analytics for Expense Audit -- dynamic, AI-driven spend insights on AppZen audited spend data. It provides a view of spend, risk, and risk-management operational performance, with standard and customizable charts, dashboards, and  metrics. Analytics provides standard benchmarks for spend, risk, and operational performance against industry peers to enable Customers to identify areas of excellence and opportunity. 

Also included is Bulk Data Export for Expense Audit. This provides the ability to create scheduled expense line level detail extracts that can be posted to Customer’s preferred SFTP destination. The extracted details per line include AI model metadata which customers can leverage to run analytics on their preferred platform.

Single sign-on for Expense Audit provides a standards-based user authentication solution that integrates with Customer’s identity provider application through SAML, OpenID Connect, or OAuth. It improves the login experience for users and allows administrators to easily provide or revoke access to users through their identity provider application of choice. Single sign-on supports service provider authentication flow.

Team Intelligence

Team Intelligence allows customer’s managers visibility into the spend of their team. Customers have the ability to: (1) understand expense misconduct; (2) ensure internal controls are met by validating each expense report against company policies; (3) identify the highest-risk employees; and (4) distinguish one-off mistakes from larger trends of errors, waste, and fraud. Customer can identify and automatically approve low risk expense reports and invoices to allow approvers to focus on the high-risk items.

Sandbox

Sandbox provides a production quality environment for Customer to configure and test new configurations and changes before they are applied to Customer’s production environment. It also provides an area where customers can train new users. Sandbox can be configured to connect to Customer’s non-production expense automation system. Sandbox code version will be the same as that of production. Data and configurations cannot be copied over between sandbox and production. License limited to 10% of annual production capacity without incurring additional transaction fees. 

Autonomous AP Full Automation

Autonomous AP automates the processing of non-digital invoices (pdf and standard images) from receipt (inbox) to posting to Customer’s ERP systems. Upon receipt, invoice data is extracted and validated, PO and accounting policies are applied, invoices are checked for duplicates, exceptions reviewed and corrected by accounts payable staff before being posted to the target (ERP) system. 

Autonomous AP, Extract and Audit

Autonomous AP automates the extraction and duplicate auditing of non-digital invoices (pdf and standard images) from receipt (inbox). Upon receipt, invoice data is extracted and invoices are checked for duplicates. 

 

6.2  Licensing Units:

Model: A set of process steps created in the AppZen product to perform a particular task. Examples of existing AppZen created Models are found inline.

User: A person given access to the AppZen product by Customer.

View User: A User who can only view the data in Analytics for Expense Analytics. included with Expense Audit 

Builder User: A User who can view the data and create new or modify existing dashboards and charts.

Manager: A user with direct reports and view only access to Team Intelligence. 

Expense Report: A file that is uploaded to the AppZen product to be audited.

 

VERSION: October 14.2021

 

 

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