Technical Support Agreement ("TSA")

Last updated October 1, 2020

1. 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

All capitalized terms used in this document shall have the following meanings set forth below, if not so defined in the Agreement.
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.
Incident
Any problem with the Service for which Company requests support using Service Provider’s support ticketing system in conformance with this SLA with a valid incident description.
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.
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

Support Channels

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.

Designated Support Contacts

5. Support Levels

Service Provider aims to respond to logged support requests registered by Service Provider support portal in the Response Times outlined below:
Platinum Package
Gold Package
Silver 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 60 minutes and are responded to 24 x 7


Medium Severity (P2) support Requests are responded to with a target initial Response Time of 2 hours and are responded to during the Hours of Operation


Low Severity (P3) support Requests are responded to with a target initial Response Time of 8 hours and are responded to during the Hours of Operation
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 60 minutes and are responded to 24 x 7


Medium Severity (P2) support Requests are responded to with a target initial Response Time of 2 hours and are responded to during the Hours of Operation


Low Severity (P3) support Requests are responded to with a target initial Response Time of 8 hours 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 3 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
Contact Method
Email or Phone
Email (Designated Email Address)
Email
Scheduled Support  Meetings
Yes
Yes
No
Dedicated Technical 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
2
Languages Supported: English

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.