Technical Support Agreement (“TSA”)
Introduction
This Technical Support Agreement (“TSA”) governs the technical support for the Service defined in the Master Services and License Agreement (“Agreement”) executed between the Service Provider to Company (“Agreement”). TSA applies only if the Company has an (i) active (non-expired) Agreement and, (ii) TSA is included as a paid line item in the Ordering Form or SOW (“Order Document”).
2. Definitions
| Designated Contacts | Administrators or technical employees designated by Company who are allowed to contact Service Provider for technical support. |
| Product | Service offering that is identified by a Service SKU in the Ordering Document. Product is hosted by Service Provider and delivered software as a service. |
| Support | Responsibilities with respect to the support services offered in these Guidelines. |
| Hours of Operation | Hours set forth in the Support Package Specified in the Ordering Document, otherwise it is 9AM to 5PM PST Monday – Friday excluding US National Holidays. |
| Incident | Any problem with the Service which Company requests support using Service Provider’s support ticketing system with a valid incident description. |
| Response Time | Elapsed time from the moment Service Provider receives verbal and/or written notification from Company about the problem and recorded in the Service Provider ticketing system until Service Provider notifies Company that Service Provider has started to provide assistance. |
| Technical Support Fees | Applicable fees for Maintenance and Support agreed in the Ordering Document for the relevant technical Support Package. |
3. Support Term
Subject to the purchase of the Support Package in the Ordering Document for the relevant period, Service Provider will provide technical Support for the Product during Hours of Operation beginning on the date access credentials are provisioned for logging in to the hosted service. Technical Support is not provided for evaluation licenses or beta or non-production products.
4. Support Offering
Service Provider support personnel to provide technical support via email, telephone and remote diagnosis tools to Company Support Contact(s) for support of the Product.
3. Designated Support Contacts
a. Company will provide first-level support to Company End Users.
b. Service Provider will provide second-level support to Company only.
c. If Company wishes to change its Designated Contacts, it will notify Service Provider via email at least five (5) Business Days prior to the change. If on the date these updated Guidelines were first posted Company has more Designated Contacts than are set forth under the applicable Support level, the current Contacts will continue to be allowed until the expiration of the current license term for the applicable Services under the Agreement.
5. Support Levels
Languages Supported: English
|
Problem Classification |
PLATINUM PACKAGE |
GOLD PACKAGE |
STANDARD PACKAGE |
|---|---|---|---|
|
Response Time Targets |
Critical Severity (P0) support Requests are responded to with a target initial Response Time of 30 minutes and are responded to 24 x 7 High Severity (P1) support Requests are responded to with a target initial Response Time of 120 minutes and are responded to 24 x 7 Medium Severity (P2) support Requests are responded to with a target initial Response Time of 2 business days and are responded to during the Hours of Operation Low Severity (P3) support Requests are responded to with a target initial Response Time of 7 business days and are responded to during the Hours of Operation |
Critical Severity (P0) support Requests are responded to with a target initial Response Time of 4 hours and are responded to 24 x 7 High Severity (P1) support Requests are responded to with a target initial Response Time of 8 hours and are responded to 24 x 7 Medium Severity (P2) support Requests are responded to with a target initial Response Time of 5 business days and are responded to during the Hours of Operation Low Severity (P3) support Requests are responded to with a target initial Response Time of 10 business days and are responded to during the Hours of Operation |
Critical Severity (P0) support Requests are responded to with a target initial Response Time of 8 hours and are responded to during the Hours of Operation High Severity (P1) support Requests are responded to with a target initial Response Time of 1 business day and are responded to during the Hours of Operation Medium Severity (P2) support Requests are responded to with a target initial Response Time of 5 business days and are responded to during the Hours of Operation |
|
Contact Method |
Email or Phone |
Email (Designated Email Address) |
|
|
Scheduled Support Meetings |
Yes |
Yes |
No |
|
Dedicated Technical Account Manager |
Yes |
No |
No |
|
Custom Requests to Technical Manager (e.g., Infrastructure Pre-scale) |
Yes |
No |
No |
|
Root Cause Analysis Reporting |
Yes |
No |
No |
|
Number of Designated Contacts |
Up to 10 |
Up to 5 |
Up to 2 |
6. Problem Classifications and Definitions
Service Provider determines the problem severity for Service at its own discretion and makes the determination using the following guidelines:
|
Priority Level (P) |
Problem Severity |
Description |
|---|---|---|
|
0 |
Critical |
Service Unusable in Production |
|
1 |
High |
Service Use Severely Impaired |
|
2 |
Medium |
Service Use Partially Impaired |
|
3 |
Low |
Service Fully Usable |
Parties acknowledge that no Software is 100% defect free, and technical support is not intended to cover minor software functionality that does not substantially impact software performance.
7. Company Requirements
If any part of the Service is deployed on Company premises (e.g., encoder software, upload agents), Service provider requires (i) a minimum level of infrastructure (including redundant hardware, software, and redundant network) in order for the Service to perform as specified and, (ii) unencumbered access for Service Provider Support Agents. Service Provider does not provide technical support when (i) Service Provider products are operated in a less-than-optimal environment, or (ii) Service Provider documented access requirements (e.g., ports, credentials, logins) are not met, access is restricted or encumbered via VPNs, tokens or any other encumbrances.