1 CoreMedia Experience Platform Components
The following describes the terms for Support Services for all components of the CoreMedia Experience Platform.
The specific scope of Support Services may depend on the CoreMedia Experience Platform software acquired by the Subscriber – either the Content Cloud and / or CoreMedia Engagement Platform - which is set out in the Order Form.
2 Support Terms applicable for all CoreMedia Experience Platform Components
The Subscriber shall name 1 – 5 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 CoreMedia 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 CoreMedia.
- CoreMedia offers Support Services for requests from Subscriber`s Designated Contacts in connection to the Product Software, any Add Ons and the Cloud Tools (“the Request”). Support Services will be provided by telephone or by e-mail during business hours. Business hours are Monday to Friday from 9:00 to 17:00 h CET, with regularly applicable statutory public holidays in Hamburg, Germany being excluded (the “Business Hours”).
- In the event of errors or defects of the Services, the Subscriber shall inform CoreMedia 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 CoreMedia`s instructions with regard to the reporting of errors or defects and shall use the guidelines, checklists, web forms specifically provided by CoreMedia from time to time.
- CoreMedia 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.
- CoreMedia can refuse to remedy the error or defect if the Subscriber is in arrears with respect to unpaid and undisputed amounts due to CoreMedia.
- Upon reasonable prior notice to the Subscriber, CoreMedia reserves the right at any time and from time to time to modify or amend the Support Services (or parts thereof).
3 CoreMedia Content Cloud
3.1 CONTEXT
CoreMedia provides Support Services for the CoreMedia Content Cloud – Service as defined in section Support Terms below.
For Product Software, any Add Ons and Cloud Tools of the CoreMedia Content Cloud – Service Support Services are rendered as set out in Exhibit 2, Support Terms.
3.2 SUPPORT TERMS
- In addition to the Support Services stated in Section 2, CoreMedia renders Support Services outside of Business Hours 24 hours 7 days for Severity 1 (“Critical”) Requests (as defined below in Severity and Response Times). Such Critical Requests shall solely be reported via phone and will be taken by CoreMedia support personnel.
- CoreMedia will assign to each Request the severity level as stated below (the Severity Level”). CoreMedia 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 CoreMedia personnel.
Severity of a Request and Response times
CoreMedia will use commercially reasonable efforts to respond to each Request according to the following targeted Response Times:
3.3 SERVICE LEVEL
1. CoreMedia will provide the Subscriber with a monthly report on the availability of the CoreMedia Content Cloud – Service covered by this Agreement as stated below. This reporting forms the basis for any potential service level credits.
2. The following service level credits shall apply if CoreMedia is not compliant to the agreed “Service Level Objectives – Delivery” (“Service Level Credit”):
If the Service is Unavailable in accordance to the Service Level Objective – Delivery, the following Service Level Credit shall apply:
The Service Level Credits will be paid to the Subscriber as a credit to be deducted in the next issued invoice. Should the contract not be renewed, the credit will be refunded within 30 days of termination.
4 CoreMedia Engagement Cloud
4.1 CONTEXT
CoreMedia provides Support Services for the CoreMedia Content Cloud – Service as defined in section Support Terms below.
For the CoreMedia Engagement Cloud Maintenance Services is rendered as set out in
Exhibit 2.
4.2 COREMEDIA ENGAGEMENT CLOUD SUPPORT TOOL
The CoreMedia Engagement Cloud Support Tool is an application developed by CoreMedia and integrated in the CoreMedia Engagement Cloud platform which allows the management of all requests of Subscriber`s Designated Contacts (the “Request”).
The CoreMedia Engagement Cloud Support Tool implements all CoreMedia support processes, cataloging each incident. Based on workflows and templates, it allows the adaptation of each type of subscriber 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).
4.3 SUPPORT TERMS
1. In addition to the Support Services stated in Section 2, CoreMedia renders oncall services outside of Business Hours 24 hours 7 days.
2. CoreMedia will assign to each Request the severity level as stated in the following sections (the Severity Level”). CoreMedia may be entitled to reject any Requests made by persons other than Designated Contacts or Requests made through unauthorized channels (i.e., phone calls).
3. The Parties agree on 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 as stated 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 CoreMedia personnel.
4.4 SEVERITY OF A REQUEST AND RESPONSE TIMES
The classification of the Request shall be as following:
Impact Classification:
The classification of the impact of the Requests is done by CoreMedia according to the caused impact.
Urgency Classification:
The classification of urgency of the Requests is done according with the caused impact.
Severity:
Response Time:
CoreMedia will use commercially reasonable efforts to respond to each Request according to the following targeted Response Times:
