Products
Products covered under this schedule include Hosted solutions. Technical support for Self-Hosted solutions is also provided; however, certain sections will not apply as specifically noted.
Services
Support services consist of: (a) providing consultative support to authorized users and designated support personnel concerning the operation of the Mediaocean software; (b) providing upgrades and new releases; (c) providing technical support for Self-Hosted systems; and (d) providing fixes, workarounds and error corrections. For purposes of clarification, maintenance and support services cover all customizations, updates, fixes, workarounds, error corrections and other developments generally provided by Mediaocean for the software and services.
Definitions
Business Hours: Support hours of operation are Monday-Friday based on region as below, excluding regional holidays and planned Mediaocean office closures. Coverage notices are posted on the Mediaocean support portal and sent via email to key contacts at least one week prior to any holiday or planned office closures. Access to self-serve capabilities on the Mediaocean support portal is available twenty-four (24) hours a day, seven days a week.
United States – 8:00 AM ET to 9:00 PM ET
United Kingdom – 9:00 AM GMT to 5:00 PM GMT
France/Netherlands – 9:00 AM CET to 5:00 PM CET
Australia – 8:30 AM AEST to 6:00 PM AEST
China/Malaysia – 9:00 AM CST/MYT to 6:00 PM CST/MYT
Canada – 9:00 AM ET to 5:30 PM ET
Customer Data: Refers to any data and information the Customer provides, generates, transfers, or makes available to Mediaocean, whether printed, electronic or in some other format. Customer Data also includes data and information belonging to the Customer’s customers.
Data Fix: Refers to correction of bad data.
Emergency Release/Hot Fix: Refers to release reserved for extremely critical issues with significant impact.
Error: Refers to either a disruptive event, a failure to deliver expected data, or an incident of non-functioning application that indicates some part of the system is not working as designed.
Hosted: Refers to applications run by Mediaocean on Mediaocean’s infrastructure in datacenters or on the cloud. Also referred to as SaaS applications.
Interim/Maintenance Release: Refers to release reserved for critical issues with major impact as defined in the Error Classification Table.
Initial Response: Refers to the time between ticket creation and the first response to the user by Mediaocean.
Major Release: Refers to full release cycle and regression testing of prioritized issues. Prisma and Ignitia have seven major releases per year unless otherwise formally communicated. Spectra releases vary per region. Actual release dates are provided annually. This does not include Self-Hosted solutions.
Issue Mitigation: Refers to a workaround or path forward to circumvent the reported Error while a broader root cause is investigated and addressed. Only applicable for Errors that require product or engineering team input and/or action.
Resolution: A ticket is considered resolved when the root cause for the Error has been fixed, the support question has been answered by Mediaocean providing guidance or instructions or where the end user has been redirected to Self-Service, or any other action that resolves the reported Error.
Self-Hosted: Refers to applications provided by Mediaocean that run on the Customer’s infrastructure. Also referred to as client-hosted applications.
Self Service: Refers to end users finding answers to their questions, troubleshooting issues, and resolving questions independently without the direct assistance of Mediaocean, including but not limited to, Mediaocean online resources, automation tools, documentation, FAQs (Frequently Asked Questions), webinars, eLearning, and tutorials.
Support Question: A question asked by an end user which does not warrant product or engineering team input and/or action--generally, a “how-to” question.
System Hours: System hours define the times when Mediaocean applications are available for use to clients. Please refer to www.mediaocean.com/operating-hours for regional product-specific hours of operation.
Ticket Submission
Mediaocean can be contacted via the Mediaocean support portal located at https://support.mediaocean.com. Authorized users should review self-service options first and, if necessary, create a ticket via the portal, an email or a chat, if available, with the appropriate team. Queries directed to Mediaocean will automatically create tickets and are appropriate for more complex issues requiring detailed descriptions, steps to replicate and attachments. For Severity 1 reports only, phone support is available at +1-646-638-0400 or via email at tech@mediaocean.com.
Mediaocean will make a best effort to respond to a query submitted as a ticket within the timeframes defined in the Target Response Times Table for Severity 4 Errors. The responses may be a redirection, manual or automated, to Self Service, or to Customer team members where necessary.
Error Classification
All reported Errors are tracked using Mediaocean’s ticket management system, and all related correspondence is recorded in the associated ticket. Customers are provided the level of access necessary to the Mediaocean ticket management system to report and monitor support tickets.
Mediaocean will classify and prioritize each Error at the time of report based on the following criteria:
Error Classification Table
Error Classification | Criteria |
Severity 1: System Down |
Outage: Errors that result in the loss of all processing capability system wide. Such an incident is likely to have one or more of the following implications:
|
Severity 2: Critical/High |
Critical Impact: Errors that materially disable major functions from being performed and therefore affect the normal operation of the application during a regular working day. Such an incident is likely to have one or more of the following implications:
|
Severity 3: Normal/Medium | Degraded Operations: Errors that disable only certain, nonessential functions but do not affect the normal operation of the application during a regular working day, or impact one or a small number of users. |
Severity 4: Low | Minimal Impact: Errors that disable only certain, nonessential functions of the application. |
The Error classification and priority may alter over time, at Mediaocean’s discretion, as more information becomes available, or workarounds are provided. |
Response Times
Mediaocean’s support of the response times described herein is contingent upon the Customer fulfilling its responsibilities as set forth herein.
Provided that the Customer provides a detailed description of the Error along with any information reasonably requested by Mediaocean, including replication of the Error, which may allow Mediaocean to verify them at the time the Customer reports the Error, Mediaocean shall respond to Error reports according to the following schedule:
Target Response Times Table
Error Classification | Error/Question Receipt | Initial Response | Issue Mitigation | Root cause fix, if applicable |
Severity 1: System Down | 15 minutes | 1 Business Hour | 8 Business Hours | Hot Fix or next available Major Release |
Severity 2: Critical/High | 1 Business Hour | 8 Business Hours | 72 Business Hours | Next available Major Release |
Severity 3: Normal/Medium | 2 Business Hours | 1 business day | 300 Business Hours | Major Release, as available |
Severity 4: Low | 4 Business Hours | 2 business days | as available | Major Release, as available |
Response times are not applicable for non-production environments or Self-Housed solutions. Based on regional Business Hours. |
Response times do not include time in "pending status" which indicates the ticket is awaiting response from the Customer. For non-reproducible Errors, Mediaocean shall not be bound by the above table. Mitigation, or restoration of service, is the first target, followed by root cause analysis which may take full release cycles to code, QA, and deploy into production.
With respect to Error reports received outside of Business Hours, not including Severity 1 Errors, Mediaocean shall acknowledge receipt of such Error report as soon as possible on the first business day following the Customer's submission of such Error report, and the response times set forth above shall be measured from the beginning of such business day.
For Self-Hosted solutions, APIs, and any products involving third parties, Mediaocean will make efforts to follow the response times as outlined in the Target Response Times Table. Customer and Mediaocean acknowledge response times are contingent upon the Customer's and/or third party's infrastructure and operations, due to Mediaocean lacking control or direct access to these environments. Therefore, Mediaocean's ability to meet response times is subject to the Customer's and/or third party's Internal processes and resources and relies on the Customer's and/or third-party teams to actively engage in troubleshooting and resolution activities as necessary for the timely resolution of issues.
A ticket request for new or enhanced functionality will be categorized as an enhancement and closed. A ticket request resulting from the Customer not using the software properly will be classified as a training issue, and the Customer will be directed to available education resources.
Ticket Closure
Support tickets are solved upon delivery of an answer, a redirect to self-service, an alternative workflow or Resolution. Upon solving, the ticket reporter can reopen the ticket within 28 calendar days via email or the Mediaocean support portal. After 28 calendar days, the ticket is permanently closed and cannot be reopened. An open ticket pending feedback from the client will auto-generate email reminders prompting the ticket reporter to respond. If no response is received within seven business days, the ticket is auto solved.
Language
All support provided by Mediaocean is delivered in English, unless otherwise specified.
Additional Support
Mediaocean may offer additional support, including reporting, on-site support and off-hours coverage, for additional fees. Professional Services may be recommended at Mediaocean’s then-published rates.
Reporting
Authorized users can review and update support tickets by accessing the ticket dashboard on the Mediaocean Support Portal.
Customer Responsibility
The ability of Mediaocean to meet Response Times is dependent on the Customer fulfilling the responsibilities and requirements set forth in this policy, including:
- Ensure all end users have completed relevant training sessions, have access to the self-service options on the Mediaocean support portal, and have appropriate knowledge and skills involving applicable supported products;
- Provide information relevant to the ticket within a reasonable period of time after submitting a ticket, or upon request;
- Participate in screen-sharing sessions as necessary to capture the Error and steps leading up to the Error;
- Act upon recommended solutions or workarounds provided by Mediaocean within a reasonable timeframe.
Access to Customer Data
To allow for the proper diagnosis of support tickets, Mediaocean may require access to Customer Data. Access may include, but is not limited to:
- Ability to view an end-user’s desktop;
- Copies of reports, screen prints, and/or other static data;
- Access to test or production databases.
Read-only access is often required for troubleshooting purposes and does not require customer approval. In tickets where write-access to production environments is required, Mediaocean will ensure that requests are made only when no alternative is appropriate and feasible, and that Customer approval is captured in the related support ticket. Mediaocean reserves the right to automatically close tickets when the Customer has not provided adequate, necessary data for a full analysis within a reasonable timeframe.
Service Availability and Maintenance
Mediaocean service availability is based on region and product and is published on the Mediaocean support portal at www.mediaocean.com/operating-hours. A standard maintenance window is defined as a regularly scheduled window of time during which the system is not available so that Mediaocean can complete enhancements or changes to the environment. Mediaocean will provide 24 hours’ notice in advance of any maintenance occurring within published system hours, except for circumstances requiring emergency maintenance. Mediaocean will notify the Customer immediately of any required emergency maintenance, including the reason for and impact of the emergency maintenance.
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