Context
This document outlines the terms of Support Services provided by BySide. It establishes a clear Service Level Agreement (SLA), specifying response and resolution times. Communication channels, client responsibilities, and exclusions from support are also outlined. The goal is to create a collaborative and responsive support environment, ensuring the optimal functioning of BySide for the client's business.
BySide Support Tool
The BySide Support Tool is an application developed by BySide and integrated in the BySide platform which allows the management of all requests of Subscriber`s Designated Contacts (the “Request”).
The BySide Support Tool implements all BySide support processes, cataloging each incident. Based on workflows and templates, it allows the adaptation of each type of customer order to a given information flow and resolution chain.
Based on the best incident management practices, it allows users to record all interactions and changes to the incident, measuring response times, communicating with the user who opened the incident, as well as escalating the issue if needed (invoking any emergency or importance / relevance template, according to the available processes).
Support Services
The Subscriber shall name designated contacts (“Designated Contacts”) before using the Support Services. The Designated Contacts are point of contacts between the Subscriber and CoreMedia for Support Services. The responsibility of Subscriber’s Designated Contacts includes the following:
Managing the Subscriber’s entire support Requests;
Conducting Subscriber’s first level support to Subscriber’s personnel;
Managing Subscriber’s user management (e.g. rights, roles and passwords)
The Subscriber shall inform BySide if there is a change to any of the Designated Contacts. Except as set forth in this Agreement, the Designated Contacts are the sole point of contact between the Subscriber and BySide.
BySide offers Support Services for Requests from Subscriber’s Designated Contacts. Support Services will be provided by telephone or by BySide Support Tool during business hours. Business hours are Monday to Friday from 9:00 to 18:00 h GMT, with regularly applicable statutory public holidays in Porto, Portugal being excluded (the “Business Hours”).
In addition to the Support Services stated above, BySide renders Oncall Services outside of Business Hours 24 hours 7 days.
BySide will assign to each Request the severity level as stated in the following sections (the Severity Level”). BySide may be entitled to reject any Requests made by persons other than Designated Contacts or Requests made through unauthorized channels (i.e., phone calls).
The Parties agree on the following response time (the “Response Time”) in regard to Requests made by Designated Contacts through an applicable authorized channel and in regard to the Severity Level described below. Response Time shall mean the interval of time from when a Designated Contact Request is reported to when a Request is initially accepted by BySide personnel.
In the event of errors or defects of the Services, the Subscriber shall inform BySide as soon as possible, in as much detail as possible and with a description of the symptoms of the errors or defects, of the conditions of use, preceding instructions and other measures taken by the Subscriber. The Subscriber shall follow BySide’s instructions with regard to the reporting of errors or defects and shall use the guidelines, checklists, web forms specifically provided by BySide from time to time.
BySide is not obligated to remedy any errors or defects that are caused (in full or in part) by unauthorized alterations or modifications to the Services made by the Subscriber or the Subscriber’s Users or due to the Subscriber equipment or facilities.
BySide can refuse to remedy the error or defect if the Subscriber is in arrears with respect to unpaid and undisputed amounts due to BySide.
Upon reasonable prior notice to the Subscriber, BySide reserves the right at any time and from time to time to modify or amend the Support Services (or parts thereof).
Severity of a Request and Response times
The classification of the Request shall be as following:
Impact Classification
| Criteria | Answer | Values |
| Loss of confidentiality | Minimal non-sensitive data disclosed | 2 |
| | Minimal critical data disclosed | 6 |
| | Extensive non-sensitive data disclosed | 6 |
| | Extensive critical data disclosed | 7 |
| | All data disclosed | 9 |
| Loss of integrity | Minimal slightly corrupt data | 2 |
| | Minimal seriously corrupt data | 3 |
| | Extensive slightly corrupt data | 5 |
| | Extensive seriously corrupt data | 7 |
| | All data totally corrupt | 9 |
| Loss of availability | Minimal secondary services interrupted | 1 |
| | Minimal primary services interrupted | 5 |
| | Extensive secondary services interrupted | 5 |
| | Extensive primary services interrupted | 7 |
| | All services completely lost | 9 |
| Loss of Accountability | Fully traceable | 1 |
| | Possibly traceable | 7 |
| | Completely anonymous | 9 |
| Financial damage | Less than the cost to fix the vulnerability | 1 |
| | Minor effect on annual profit | 3 |
| | Significant effect on annual profit | 7 |
| | Bankruptcy | 9 |
| Reputation damage | Minimal Damage | 1 |
| | Loss of major accounts | 4 |
| | Loss of goodwill | 5 |
| | Brand damage | 9 |
| Non-compliance | Minor violation | 2 |
| | Clear violation | 5 |
| | High profile violation | 7 |
| Privacy violation | None | 0 |
| | One individual | 3 |
| | Hundreds of people | 5 |
| | Thousands of people | 7 |
| | Millions of people | 9 |
The classification of the impact of the Requests is done by Byside according to the caused impact.
| Category | Value | Criteria |
| Low | 0 to < 3 | Lower impact at the financial, operational and commercial level. |
| Medium | 3 to <6 | It may compromise the efficiency of operations for a short period. |
| High | 6 to 9 | May cause damage to the relationship with other entities; It may lead BySide to considerably decrease its activity; It may compromise the efficiency of operations for an extended period; It may endanger compliance with any legal or standard requirement. |
Urgency Classification
| Criteria | Answer | Values |
| Skill level (Level required to take advantage) | Security penetration skills | 9 |
| | Network and programming skills | 6 |
| | Advanced computer user | 5 |
| | Some technical skills | 3 |
| | No technical skills | 1 |
| Motive (What may motivate the agent) | Low or no reward | 1 |
| | Possible reward | 4 |
| | High reward | 9 |
| Opportunity (Means required) | Full access or expensive resources required | 0 |
| | Special access or resources required | 4 |
| | Some access or resources required | 7 |
| | Access or resources required | 9 |
| Customer Importance | None | 0 |
| | Insignificant | 3 |
| | Important | 6 |
| | Very important | 9 |
| Ease of discovery | Practically impossible | 1 |
| | Difficult | 3 |
| | Easy | 7 |
| | Automated tools available | 9 |
| Ease of exploit | Theoretical | 1 |
| | Difficult | 3 |
| | Easy | 5 |
| | Automated tools available | 9 |
| Awareness | Unknown | 1 |
| | Hidden | 4 |
| | Obvious | 6 |
| | Public knowledge | 9 |
| Intrusion Detection | Active detection in application | 1 |
| | Logged and reviewed | 3 |
| | Logged without review | 8 |
| | Not logged | 9 |
The classification of urgency of the Requests is done according with the caused impact.
| Category | Value | Criteria |
| Low | 0 to <3 | The damage caused by the incident increases rapidly; Work cannot be completed by staff is highly time sensitive. |
| Medium | 3 to <6 | The damage caused by the incident increases considerably over time. |
| High | 6 to 9 | The damage caused by the incident only marginally increases over time. Work that cannot be completed by staff is not time sensitive. |
Severity
| Urgency\Impact | High | Medium | Low |
| High | Critical (1) | High (2) | Medium (3) |
| Medium | High (2) | Medium (3) | Low (4) |
| Low | Medium (3) | Low (4) | Note (5) |
Response Time
Urgency\Impact High Medium Low
BySide will use commercially reasonable efforts to respond to each Request according to the following targeted Response Times:
| Priority | Timeframe for Response | Timeframe to Resolution |
| Critical | 1 hour | 8 hours |
| High | 1 hour | 48 hours |
| Medium | 4 business hours | 40 business hours |
| Low | 8 business hours | 90 days |
| Note | 16 working hours | NA |
PORTUGAL+351 225 103 881PT@BYSIDE.COMSPAIN+34 910 132 200ES@BYSIDE.COMUNITED KINGDOM+44 (0) 2032 9134 68UK@BYSIDE.COMUNITED STATES+1 (917) 789-1493US@BYSIDE.COMwww.byside.com
