Support levels

Otter Video will provide Support Services on the basis
of the Service Level purchased by the Client.

At any time, by written request to Otter Video, increase the Support Services and, in such a case, the Client will pay pro rata Fees on the basis of the increased Fees for such increased Support Services, for the remainder of the then current term; or
At the end of the then current term, decrease the Support Services

The Client will be entitled to 4 support requests per month, during the Term.
The Client will not have access to live chat. Responses will be via e-mail or such other communication method as determined by Otter Video.
The Client will receive 3 months of 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.	Up to one Business Day
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.

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 hours
High	Degraded functionality signiﬁcantly impacting the ability to deliver aspects of business operations and services.	Otter Video will commit signiﬁcant resources to resolving issues.	Up to 1 Business Day
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.	Up to 1 Business Day
Low	Client requires assistance or information regarding Otter Video products.	Otter Video will commit signiﬁcant resources to resolving issues.	Up to 1 Business Day

unlimited support requests during the Term.
access to live chat
unlimited Retroview
weekly reports
pro-active support. Pro-active support means that Otter Video will monitor the Licensed Software and if it becomes aware of any bugs or issues requiring Updates or Support Services, Otter Video will inform the Client and commence Support Services without requiring the Client to open a ticket.
Monitoring. This consists of access to graphics and email notiﬁcations about important data compiled from the Licensed Software
Backup and restore: This will allow the Client to restore its server on new hardware, revert the conﬁguration, and ﬁnd streams in its history.

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 hours
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 hours
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 hours
Low	Client requires assistance or information regarding Otter Video products.	Otter Video will commit signiﬁcant resources to resolving issues.	12 hours

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