Niveaux de support
Otter Video fournira des services de support sur la base du niveau de service acheté par le client.
Le client peut :
- À tout moment, sur demande écrite à Otter Video, augmenter les services de support et, dans ce cas, le client paiera des frais au prorata sur la base des frais augmentés pour ces services de support augmentés, pour le reste de la durée alors courante; ou
- À la fin de la période actuelle, réduire les services de support
Forfait de support de base
- Le client aura droit à 4 demandes de support par mois, pendant la durée.
- Le client n’aura pas accès à la messagerie instantanée. Les réponses se feront par e-mail ou par tout autre moyen de communication déterminé par Otter Video.
- Le client recevra 3 mois de Retroview
| Severity level | Description | Action | Target Response Time |
|---|---|---|---|
| Critical Issue |
Loss of functionality resulting in business critical impact of capabilities and services. |
Otter Video, in conjunction with Client representatives will work continuously until critical functionality and services are restored. |
Jusqu'à un jour ouvrable |
| High |
Degraded functionality significantly impacting the ability to deliver aspects of business operations and services. |
Otter Video will commit significant resources to resolving issues. |
Commercially reasonable efforts to provide a solution or work-around as soon as possible. |
| Medium |
Degraded performance resulting in subpar delivery of business operations and services. Otter Video and customer organization representatives will work during normal business hours to restore service to satisfactory levels. |
Otter Video, in conjunction with Client representatives will work continuously until critical functionality and services are restored. |
Commercially reasonable efforts to provide a solution or work-around as soon as possible. |
| Low |
Client requires assistance or information regarding Otter Video products. |
Otter Video will commit significant resources to resolving issues. |
Commercially reasonable efforts to provide a solution or work-around as soon as possible. |
Forfait de support étendu
- Le client aura droit à un nombre illimité de demandes de support pendant la durée.
- Le client aura droit à la messagerie instantanée pour les services de support.
- Le client recevra 6 mois de Retroview.
| Severity level | Description | Action | Target Response Time |
|---|---|---|---|
| Critical Issue |
Loss of functionality resulting in business critical impact of capabilities and services. |
Otter Video, in conjunction with Client representatives will work continuously until critical functionality and services are restored. |
4 heures |
| High |
Degraded functionality significantly impacting the ability to deliver aspects of business operations and services. |
Otter Video will commit significant resources to resolving issues. |
Jusqu'à 1 jour ouvrable |
| Medium |
Degraded performance resulting in subpar delivery of business operations and services. Otter Video and customer organization representatives will work during normal business hours to restore service to satisfactory levels. |
Otter Video, in conjunction with Client representatives will work continuously until critical functionality and services are restored. |
Jusqu'à 1 jour ouvrable |
| Low |
Client requires assistance or information regarding Otter Video products. |
Otter Video will commit significant resources to resolving issues. |
Jusqu'à 1 jour ouvrable |
Forfait de support premium.
Le client aura droit à :
- un nombre illimité de demandes de support pendant la durée.
- accès à la messagerie instantanée
- Retroview illimité
- rapports hebdomadaires
- support proactif. Le support proactif signifie qu’Otter Video surveillera le logiciel sous licence et s’il prend connaissance de bogues ou de problèmes nécessitant des mises à jour ou des services de support, Otter Video en informera le client et commencera les services de support sans exiger du client qu’il ouvre un ticket.
- Surveillance. Il s’agit de l’accès à des notifications graphiques par e-mail concernant des données importantes compilées à partir du logiciel sous licence.
- Sauvegarde et restauration : Cela permettra au client de restaurer son serveur sur un nouveau matériel, de revenir à la configuration initiale et de retrouver des flux dans son historique.
| Severity level | Description | Action | Target Response Time |
|---|---|---|---|
| Critical Issue |
Loss of functionality resulting in business critical impact of capabilities and services. |
Otter Video, in conjunction with Client representatives will work continuously until critical functionality and services are restored. |
2 heures |
| High |
Degraded functionality significantly impacting the ability to deliver aspects of business operations and services. |
Otter Video will commit significant resources to resolving issues. |
6 heures |
| Medium |
Degraded performance resulting in subpar delivery of business operations and services. Otter Video and customer organization representatives will work during normal business hours to restore service to satisfactory levels. |
Otter Video, in conjunction with Client representatives will work continuously until critical functionality and services are restored. |
12 heures |
| Low |
Client requires assistance or information regarding Otter Video products. |
Otter Video will commit significant resources to resolving issues. |
12 heures |