General Terms
All cineXtools products including the standalone application cineXtools, cineXplugins and cineXmeta are subscription-based applications. As such, all active subscribers will receive support as outlined below. Details and Response Times tables.
| Product | Cinedeck ZX, RX, LX, CD2, Capture2Cloud and cineXtools, cineXplugin, cineXmeta |
| Support Provider | Cinedeck |
| Contact | https://cinedeck.atlassian.net/servicedesk/customer/portal/2/group/3/create/9 |
| Working Hours | 12noon ~ 8pm BST/GMT, Monday ~ Friday |
| Level | Response Time | Aim for Fix |
| Critical | Less than 1 day | Between 2 ~ 3 days |
| High | Less than 1 day | Within 2 weeks |
| Medium | 1 Day | Next Major Release |
| Low | 1 Day | Next Major Release |
| Feature Request | 1 Day | Depending on feature will be included in Next Major Release |
Scope
The scope of the support agreement covers the ongoing support of the Product supplied by Cinedeck to the customer.
It does not cover the support of the Environment, including but not limited to; the operating systems, hardware platform, standard software components (eg as Java RTE), networks, hardware or any other software or hardware products not supplied by Cinedeck which may be necessary for the Product to function or to which the Product is interfaced. Assistance from Cinedeck may be required, however, to diagnose related problems, where the problem is not caused by a fault in the Product.
Feature Requests are not Faults in the system for the purposes of determining Fix times.
Definitions
A Service Level Agreement is a two-way agreement between the provider of the service (Cinedeck) and the consumer (the BBC) of the service that details in quantifiable and measurable terms the services and responsibilities of each party. It identifies the responsibility of both parties for the achievement of the goals and objectives outlined in this document.
Compatibility
The product is qualified to operate in the environment as described in the Product’s documentation.
Non-qualified configurations or Environments will not be supported by Cinedeck except as a development work order subject to a separate charge outlined in section 4.
See our Knowledge Base articles that describe compatibility per product.
The table on the cover page represents times for Cinedeck to initiate support and recovery activities after notification of a problem. They are NOT time for resolution, as this would be dependent on the size of the problem and the existence of any satisfactory workarounds.
Severity levels are defined in “Issue Severity”: see section 3.3.3 below.
The Customer’s Help Desk will escalate to Cinedeck Issues that are outside normal operation activity which they cannot resolve themselves.
The Customer will provide an initial point of contact for their Help Desk who will perform initial problem determinations.
Cinedeck will support the Customer Manager to diagnose and resolve a reported Product related Issue.
Where a problem is determined by either party to originate from the Environment, Cinedeck will assist the Customer in ensuring that the correction has no adverse impact on the Product. Cinedeck reserve the right, subject to prior agreement, to charge (at the agreed rates) for the resources required to specifically investigate and/or resolve a third-party issues.
Where an issue is of significant severity and cannot be resolved quickly both parties will appoint a senior point of contact; the Cinedeck Manager and the Customer Manager. Both parties shall be responsible for notifying any change in their appointed Service Manager.
These Managers will be responsible for ensuring that both parties comply with this agreement.
As necessary the Managers will agree to email regularly to monitor Issues and progress their resolution. They co-ordinate any materials or resources required and will be responsible for coordinating any actions arising from the progress reports.
These emails could include:
Cinedeck will provide support for the Product in line with the business requirements and processes outlined above; support to be separated into three categories:
On-site support for specific business requirements or implementations will be made available by Cinedeck, subject to 72 working hour’s notification by the Customer. On-site support will be charged at the agreed rate including travel from New York to the customer’s office.
2.3.2 Remote Support
Cinedeck shall provide support during Working Hours through contact details listed at the start of this document, in the Specific Details section.
Cinedeck shall only provide support to the customers qualified and trained support engineers. All other contacts received by Cinedeck from the Customer’s organization shall be referred to the Customer Manager.
Out of hours support can be arranged upon prior agreement.
Remote access will allow Cinedeck to resolve Issues faster than can be achieved with a phone call or email and will often allow us to resolve an issue without the need for a site visit and the cost and delay that may incur.
Cinedeck will provide diagnosis and support via remote access (TeamViewer preferred).
In order to achieve the stated support objectives, Cinedeck require that this access is made available by the Customer and has an adequate performance.
3.Resolution Process
In all cases the support and resolution processes shall be agreed before commencement of operations and support.
If Cinedeck products are deployed via a Cinedeck channel partner, the channel partner may provide second line support in local language and local time zone. In this scenario Cinedeck provide third line support. In this case, the annual support renewal will also be managed and coordinated by the channel partner.
If Cinedeck products are not deployed via a Cinedeck channel partner or the channel partner does not have appropriate support delivery capability. In most cases Cinedeck will provide second- and third-line support as described below. In this case, the annual support renewal will be managed and coordinated by Cinedeck.
Initial Issue identification and attempted resolution is to be carried out by the Customer’s Help Desk/System Administrator All operational errors due to user error should be identified and resolved at this stage.
The Help Desk/System Administrator will provide a single point of contact and ownership for all basic issues and support for operators. The Help Desk/System Administrator is responsible for identifying the criticality of an incident being reported, classifying and prioritizing the incident accordingly.
Responsible for:
The investigation of an Issue beyond normal operational behavior should be carried out by the Customer’s Help Desk/System Administrator, and where this cannot resolve the Issue, Cinedeck’s online support ticket system.
The 2nd line team will offer a technical escalation point for the 1st line team; they will handle all incidents that have a more technical element. They will manage all incidents, including update information to the customers Help Desk/System Administrator. Responsible for:
Where neither the Help Desk/System Administrator, Cinedeck’s ticket system can resolve the issue, it should be escalated to Cinedeck support directly via phone or email.
The third line support will provide identified product fault assistance to the customer’s Help Desk and second line support. The third line support team (Cinedeck) are responsible for taking ownership of incidents requiring in depth diagnosis and resolution.
Responsible for:
Issues will be communicated by the Customer to Cinedeck stating:
Cinedeck will log the communication and assign a unique Issue reference number, which will be communicated to the customers Help Desk and second line support.
3.3.2 Target Problem Analysis and Resolution
Cinedeck will use all reasonable endeavors to deal with the Issue. Cinedeck and the customer may agree that a fault has a work-around which then reduces its severity.
3.3.3 Issue Severity Definition
| Level | Business Impact | |
CRITICAL (URGENT) | Stopped | Failure of the Product, which results in major impact to, or stoppage of, the business. There is no acceptable workaround and the problem have a critical impact on the business. |
HIGH (IMPORTANT) | No Sustainable Workaround | A partial outage caused by a Product error resulting in a significant interruption of service to one or more users or batch processes. |
MEDIUM (NEEDED) | Sustainable Workaround | A workaround is available, but the problem still has an impact on the business. |
LOW (WANTED) | Manageable Workaround | Minimal or acceptable impact on the business. |
Issue Resolution
Please review the table ‘Response Times
Cinedeck can provide statistics on the number and severity of Issues logged with Cinedeck, together with their status, which will be reviewed at the Service meetings. The customer will provide the same information for comparison.
Cinedeck will track problems through to resolution and then gain the Customer Manager’s acceptance that the problem is resolved.
All changes to supported software installations shall have prior approval from Cinedeck’ and the Customer Manager.
Cinedeck will be responsible for the development, testing and delivery of the product and upgrades to the product.
The Customer will be responsible for installing, checking, and approving the system changed system. If required Cinedeck could carry out this work on behalf of the customer at the agreed rates.
Cinedeck shall notify the Customer of all new developments to the product, indicating whether these are Issue resolution fixes which are to be supplied under the terms of this agreement or whether they are feature enhancement releases which may require separate commercial arrangements.
The Customer shall notify Cinedeck of any proposed changes to the Environment. Cinedeck will respond to the Customer, within a reasonable period of receiving notification of intended changes, indicating whether the existing Product will support the intended Environment, or whether further tests and/or development are required. If Cinedeck determine this is a Change Request, Cinedeck will provide a timescale and cost for this work.
No changes to the system (Product and Environment) shall be made without explicit agreement of both parties.
Following any engineering work Cinedeck shall notify the Customer of any changes made to the system.
The Customer shall notify Cinedeck of any changes made to their systems which may be pertinent to the function of the product.
Cinedeck will deliver software to the Customer via specific release levels, which will incorporate all core Product functionality.
From time-to-time Cinedeck will supply the Customer’s Support Manager with new versions of the Product. These new versions shall be supplied with detailed release notes describing:
New versions shall be supplied complete with all necessary components.
If Cinedeck supplies a new version that addresses issues raised by the customer, the customer shall be required to install and test the new version within 30 days of receipt. Following this 30-day period Cinedeck will not support the earlier version and will charge any time spent on attempting to support the earlier version at the agreed rate.
The Customer shall be responsible for installing and testing new versions of the Product in their system.
The customer shall be responsible for backing up all databases and user data before installing new versions.
The customer will notify Cinedeck of any intended changes to the Product Environment.
Subject to the availability of the proposed Environment, Cinedeck will test the Product against the new proposed Environment.
Where the new Environment is only available at the Customer’s or a third-party site, Cinedeck reserves the right to charge for engineering time spent conducting tests away from Cinedeck’s premises.
The Customer should not assume any compatibility of the product other than with the qualified Environment unless Cinedeck has issued a revised compatibility qualification following testing.
Cinedeck will offer one of the following responses to a proposed change in Environment:
Cinedeck will provide the following documentation to support the Product:
The above documentation will be amended in line with new versions of the Product.
The Customer will be responsible for ensuring regular backup of the Product data and the system software.
The Customer will be responsible for the recovery of the server or any application data in the event of a hardware or systems failure, including any business (disaster) recovery service.
Reasonable and appropriate travel, subsistence and accommodation expenses will be charged at cost plus 5% to cover administration when on site work is required.
Travel days will be charged at half the agreed daily rate.
For chargeable support work from the office, the first two hours or part thereof is to be charged at ¼ of the agreed daily rate, subsequent time spent on support will be charged in ½ day increments of the agreed daily rate.
Any work carried outside Working Hours may incur an additional charge depending on circumstances and prior agreement.
Support cover shall be available during the subscription period from the date of activation.
Support cover will be withdrawn if the subscription has lapsed beyond 30 days.
Changes of support costs will be notified to the Customer Managers in writing 30 days prior to the subscription renewal date.