Standardsupport

Standard 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 of high importance to the CUSTOMER at all times and will use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for planned maintenance.

Maintenance includes

Dealing with any request made by the CUSTOMER within the scope of his Agreement with Videntifier;
Monitoring and regular carried out maintenance on the Service;
The correction of any anomalies in or interruptions of the Service
Telephone assistance (hotline) and chat-room support;

Planned maintenance should be carried out in cooperation with the Customer. Any regular maintenance shall preferably be performed outside Normal Business Hours of the Customer, provided that Videntifier has used reasonable endeavours to give Customer at least 3 Business days’ advance notice.

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.

2.1 Best Effort on all Service and Support

VIDENTIFIER does not provide any guarantees on service availability within their Standard Support and Maintenance Policy. Furthermore, no penalties are paid in case of delays during support and maintenance operations or in case of service interruptions. All Support and Maintenance is provided by VIDENTIFIER on "Best Effort" practises with the goal to give the CUSTOMER best service experience and availability.

2.2 Email and Chat room support

VIDENTIFIER undertakes to provide chat-room and email 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. If VIDENTIFIER does not acknowledge a support request within an hour from submission a call shall be given to the support contact. Service interruptions (incidents) of 1^st and 2^nd 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. In order to prevent abuse, calls to the emergency contact shall only performed in the case of serious disruptions (1^st and 2^nd priority incidents) and are limited to a single call per week. Videntifier, furthermore, reserves to right to block a caller from the emergency service in case of frequent abuse.

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¶

Standard Support and Maintenance is provided at no additional charge.

4. CONTACT INFORMATION¶

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

5. INCIDENT SEVERITY DEFINITIONS¶

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

2^nd 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)

3^rd 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

4^th 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 1^st and 2^nd 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.