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Expeditedsupport

Expedited Support & Maintenance Service Policy

(for Videntifier hosted API services on image, video, video stream and camera identification)

1. PROVISIONS CONCERNING MAINTENANCE

In order to ensure the support and maintenance of the service VIDENTIFIER shall be responsible for carrying out support and maintenance of the Service in accordance with the terms and conditions laid down hereafter.

VIDENTIFIER recognizes that the continuity of the Service is the number one priority of the CUSTOMER at all times and over any other consideration. Should an anomaly occur, for which the cause or accountability are uncertain, VIDENTIFIER accepts to take this anomaly into consideration and do its utmost to take urgent steps required to get around or solve the problem even if it eventually turns out that the origin of the error or anomaly was caused by the CUSTOMER or any other third party.

Maintenance includes:

  1. Dealing with any request made by the CUSTOMER within the scope of this Agreement;
  2. Monitoring and maintaining the Service in a perfect state of function;
  3. The correction of any anomalies in or interruptions of the Service
  4. Telephone assistance (hotline) and chat-room support;

It is hereby agreed that any work carried out by VIDENTIFIER during the operation of the Service must enable the Service to be kept in a perfect state of operation without any deterioration whatsoever.

2. SUPPORT & MAINTENANCE CONDITIONS

The Parties hereby agree that in case CUSTOMER reports an Anomaly of the Service to VIDENTIFIER, then VIDENTIFIER takes over the responsibility for the correction of the said Anomaly or to implement a bypass solution. Within the limits of its abilities as a non-professional, CUSTOMER shall undertake to identify and report the operating conditions and related data leading to the anomaly in order to facilitate VIDENTIFIER’s investigation and troubleshooting. A sufficient description of the said anomaly shall be communicated by CUSTOMER to VIDENTIFIER in the ways agreed hereafter.

VIDENTIFIER shall undertake to maintain the Service in good working order. In this respect, VIDENTIFIER shall carry out any necessary action including technical and/or functional review to determine the corrective measures required to ensure proper operation of the Service, and implement these measures. VIDENTIFIER shall be responsible for determining the impact of corrective measures to be taken on the Service, and the compatibility of such corrective measures. Depending on the extent and the urgency of the difficulties encountered, corrective maintenance shall be carried out by VIDENTIFIER.

As part of this maintenance, it shall be incumbent on VIDENTIFIER to ensure the smooth operation of the System regarding the installation of corrective improvements and, in particular, to make any adaptation required to ensure the continued operation of the System without regression.

2.1 Guarantees on service availability and penalties for not fulfilling these guarantees

VIDENTIFIER guarantees to the CUSTOMER that the service is operating and available all year round, 24 hours all 7 days a week with the following exceptions:

  1. VIDENTIFIER is allowed to reserve 168 hours per year for planned and regular downtime, thereof at most 10 hours during office hours. Such planned and pre-scheduled downtime shall be announced to the customer with at least 1 day notice in case the duration of the planned downtime is 2 hours or less and with at least 3 days notice in case the down time is longer than 2 hours. Planned downtime of longer than 4 hours must be scheduled during night times (between 4.30 pm and 6.30 am GMT), weekends or public holidays.

  2. VIDENTIFIER is allowed a limited time-window of unplanned downtime or limited service availability that can occur due to extraordinary circumstances (network failures, power blackouts, hardware breakdowns) or operational issues such as errors in the operation of the software service, software bugs or failure to cope with unforeseen input or even external attacks on the system itself caused by a third party (e.g. denial of service attack). In case VIDENTIFIER exceeds the limits in downtime or limited service availability it must pay penalties to the CUSTOMER for each additional hour of reduced or unavailable service. These limits for unplanned downtime without penalty can be found in the following table (all numbers per year) together with the associated penalties:

Indicator max downtime or limited service availability Thereof downtime during office hours Penalty / hour (worktime) Penalty / hour (other time)
1st priority anomaly 72 hours 16 hours 200 € 40 €
2nd priority anomaly 120 hours 40 hours 100 € 20 €
3rd/4th priority anomaly 200 hours 80 hours 50 € 10 €

Office hours are defined as Monday to Friday between 9 am and 5 pm GMT excluding public holidays.

If a workaround is implemented that converts a higher priority anomaly into a lower priority anomaly then the conditions for that particular indicator replace the conditions of the higher priority indicator

2.2 Telephone assistance / Chat room support

VIDENTIFIER undertakes to provide telephone assistance and chat-room support following receipt of a request from CUSTOMER concerning anomalies of the Service. Customer must include the following information when reporting the incident: Time of detection, Description, Severity and any other relevant information. This assistance and support service shall be available on workdays (from Monday to Friday) in between 9 am to 5 pm GMT. The number of calls shall be kept within reasonable limits (maximum 30 calls per month) as calls shall be primarily used to report severe service interruptions and enable qualification of such anomaly, while other assistance can be better provided via chat or email. Service interruptions (incidents) of 1st and 2nd priority that occur outside of the above mentioned office hours shall be reported via email to emergency@videntifier.com and followed up via telephone call to the emergency contact.

2.3 Monitoring of the service quality

VIDENTIFIER will setup a monitoring framework to monitor the availability of the service. Thus, VIDENTIFIER can detect potential anomalies already before they are reported by the CUSTOMER. In such case VIDENTIFIER shall report to the CUSTOMER immediately about the existence of an anomaly and carry out measures to remove the anomaly.

3. PRICE

Expedited Support and Maintenance Service comes at a monthly surcharge. This surcharge shall cover the added costs of the VIDENTIFIER support team and the costs for backup systems specially installed and maintained for providing this service. For a quote please get back to the Videntifier sales team (sales@videntfier.com).

4. CONTACT INFORMATION

Support contact: support@videntifier.com, +354 899-9535
Emergency contact: emergency@videntifier.com +354 837-2700

5. INCIDENT SEVERITY DEFINITIONS

1st priority – full service unavailability or imminent important data loss e.g. service unavailable (< 10% query throughput) or is returning wholly unusable/unsatisfying results

2nd priority – high service unavailability or functionality severely degraded e.g. service is very slow (< 40% of the standard query throughput) or unstable (e.g. requiring to send repeated requests) or important functionality is unavailable (e.g. insert of new content in the database is not possible)

3rd priority – low service unavailability or low degradation of functionality e.g. system is fully operational but noticeable delay in response time or not streamlined response behaviour

4th priority – minor issues that do not result in service interruption e.g. formatting or display errors in the results that do not otherwise affect the operation of the system.

6. INCIDENT REPORTING

Videntifier will deliver an incident report for each incident of 1st and 2nd priority within 3 Business Days. The report will include a description and a timeline of actions, along with what was done to restore the service and what will be done (or has been done) to prevent a similar incident in the future.