GSA
General Service Agreement
Support terms for Cinedeck subscription products
Last updated: June 2026
1. General Terms
1.1 Preface
All Cinedeck ZX, RX3, Cloudflow Hub, CD2 Software Ingest and cineXtools products including the standalone application cineXtools, cineXplugins and cineXmeta are subscription-based applications. As such, all active subscribers will receive support as outlined below.
1.1 Specifics
| Product | Cinedeck ZX, RX3, Cloudflow Hub, CD2, and cineXtools, cineXplugins, cineXmeta. |
|---|---|
| Support Provider | Cinedeck |
| Contact | Cinedeck Service Desk |
| Working Hours | 9am – 12pm / GMT, Monday thru Friday |
1.1 Response Times
| Level | Response Time | Aim for Fix |
|---|---|---|
| Critical | Less than 1 day | Between 2 ~ 3 days |
| High | Less than 1 day | Within 2 weeks |
| Medium | 1 Day | Next Major Release |
| Low | 1 Day | Next Major Release |
| Feature Request | 1 Day | Included in Next Major Release depending on feature |
Scope & Definitions
The scope of the support agreement covers the ongoing support of the Product supplied by Cinedeck to the customer.
It does not cover the support of the Environment, including but not limited to the operating systems, hardware platform, standard software components (e.g. Java RTE), networks, hardware, or any other software or hardware products not supplied by Cinedeck which may be necessary for the Product to function or to which the Product is interfaced. Assistance from Cinedeck may be required, however, to diagnose related problems where the problem is not caused by a fault in the Product.
Feature Requests are not Faults in the system for the purposes of determining Fix times.
Definitions
A Service Level Agreement is a two-way agreement between the provider of the service (Cinedeck) and the consumer (the Customer) of the service that details in quantifiable and measurable terms the services and responsibilities of each party. It identifies the responsibility of both parties for the achievement of the goals and objectives outlined in this document.
- ‘Product’ refers to supplied Cinedeck software as detailed in the original quote and documentation.
- ‘Working Hours’ are described in the Specifics table.
- A ‘Working Day’ is a normal weekday (Monday to Friday) excluding public holidays.
- A ‘Major Release’ is a primary level release, usually associated with new functionality.
- A ‘Minor Release’ is a secondary level release, usually associated with major modifications or bug fixes.
- ‘Help Desk’ is the Customer’s internal support system.
- ‘Service Managers’ are the Customer’s and Cinedeck’s representatives for communications regarding issues.
- An ‘Issue’ is a problem, identified by the customer, where the Product does not appear to be functioning as expected.
- A ‘Feature Request’ is a customer request to change the behavior of the Product from that originally supplied by Cinedeck.
- ‘Environment’ means any software or hardware which the product interfaces to or relies upon, including the hardware platform, operating system, and network, hardware, protocols and configuration.
Compatibility
The product is qualified to operate in the environment as described in the Product’s documentation. Non-qualified configurations or Environments will not be supported by Cinedeck except as a development work order subject to a separate charge (see Charges). See our Knowledge Base articles that describe compatibility per product.
2. Issue Resolution
2.1 Severity Levels and Response Times
The response time table represents times for Cinedeck to initiate support and recovery activities after notification of a problem. They are NOT times for resolution, as this depends on the size of the problem and the existence of any satisfactory workarounds. Severity levels are defined in Issue Severity (section 3.3.3).
2.2 Problem Management
The Customer’s Help Desk will escalate to Cinedeck issues that are outside normal operation activity which they cannot resolve themselves. The Customer will provide an initial point of contact for their Help Desk who will perform initial problem determinations. Cinedeck will support the Customer Manager to diagnose and resolve a reported Product-related issue.
Where a problem is determined by either party to originate from the Environment, Cinedeck will assist the Customer in ensuring the correction has no adverse impact on the Product. Cinedeck reserves the right, subject to prior agreement, to charge (at agreed rates) for resources required to investigate and/or resolve third-party issues.
2.2.1 Service Managers
Where an issue is of significant severity and cannot be resolved quickly, both parties will appoint a senior point of contact: the Cinedeck Manager and the Customer Manager. Both parties are responsible for notifying any change in their appointed Service Manager. These Managers are responsible for ensuring both parties comply with this agreement, and will coordinate materials, resources, and actions arising from progress reports. Updates may include level of service, progress on issues, prioritization of Product fixes, and change requests, costs and progress.
2.3.1 On-site Support
On-site support for specific business requirements or implementations will be made available by Cinedeck, subject to 72 working hours’ notification by the Customer. On-site support will be charged at the agreed rate, including travel from New York to the customer’s office.
2.3.2 Remote Support
Cinedeck shall provide support during Working Hours through the contact details listed in the Specifics section. Cinedeck shall only provide support to the customer’s qualified and trained support engineers; all other contacts shall be referred to the Customer Manager. Out-of-hours support can be arranged upon prior agreement.
2.3.3 Remote Access
Remote access allows Cinedeck to resolve issues faster than by phone or email, often without a site visit. Cinedeck will provide diagnosis and support via remote access (TeamViewer preferred). To achieve the stated support objectives, Cinedeck requires that this access is made available by the Customer with adequate performance.
3. Resolution Process
In all cases the support and resolution processes shall be agreed before commencement of operations and support.
If Cinedeck products are deployed via a Cinedeck channel partner, the channel partner may provide second-line support in local language and time zone, with Cinedeck providing third-line support; the annual support renewal will also be managed by the channel partner. If products are not deployed via a channel partner, or the partner lacks appropriate support capability, Cinedeck will in most cases provide second- and third-line support, and manage the annual renewal.
3.1 First Line Support
Initial issue identification and attempted resolution is carried out by the Customer’s Help Desk/System Administrator. All operational errors due to user error should be identified and resolved at this stage. Responsibilities: logging incidents, prioritizing, triage, first-line diagnosis, resolving desktop/operator queries, providing updates on major service-affecting issues, and resolving incidents.
3.2 Second Line Support
Investigation beyond normal operational behavior is carried out by the Customer’s Help Desk/System Administrator, and where unresolved, via Cinedeck’s online support ticket system. The second-line team offers a technical escalation point for the first line. Responsibilities: technical escalation, owning technical incidents, assigning faults or change requests to third line, ensuring correct prioritization, technical support on the software and environment, advising on system changes, providing remote support, and logging third-party technical calls.
3.3 Third Line Support
Where neither the Help Desk/System Administrator nor Cinedeck’s ticket system can resolve the issue, it is escalated to Cinedeck support directly. Third-line support (Cinedeck) takes ownership of incidents requiring in-depth diagnosis. Responsibilities: complex incident management, owning incidents requiring constant management, supporting third parties to resolve incidents, technical ownership of critical incidents, problem management, change management, and software releases and upgrades.
3.3.1 Issue Identification
Issues are communicated by the Customer to Cinedeck stating: the operator identifying the problem; date identified; severity (Critical, High, Medium, or Low); a unique Customer reference number; major and minor version of the Product and operating system; a comprehensive problem description with product messages, screenshots/recordings where possible, and steps to reproduce; and business impact and any available workaround. Cinedeck will log the communication and assign a unique Issue reference number.
3.3.3 Issue Severity Defintion
| Level | Impact | Definition |
|---|---|---|
| Critical (Urgent) | Stopped | Failure of the Product resulting in major impact to, or stoppage of, the business. No acceptable workaround; critical impact. |
| High (Important) | No sustainable workaround | A partial outage from a Product error causing significant interruption to one or more users or batch processes. |
| Medium (Needed) | Sustainable workaround | A workaround is available, but the problem still impacts the business. |
| Low (Wanted) | Manageable workaround | Minimal or acceptable impact on the business. |
3.3.4 Problem Review Process
Cinedeck can provide statistics on the number and severity of issues logged, with their status, reviewed at service meetings. The customer provides the same information for comparison. Cinedeck tracks problems through to resolution and then gains the Customer Manager’s acceptance that the problem is resolved.
3.4 Software Change Management
All changes to supported software installations require prior approval from Cinedeck and the Customer Manager. Cinedeck is responsible for the development, testing, and delivery of the product and upgrades. The Customer is responsible for installing, checking, and approving the changed system (Cinedeck can perform this at agreed rates if required).
Cinedeck will notify the Customer of all new developments, indicating whether they are issue-resolution fixes supplied under this agreement or feature enhancements that may require separate commercial arrangements. No changes to the system (Product and Environment) shall be made without explicit agreement of both parties.
3.4.3 Release Cycle
New versions are supplied with detailed release notes (unique reference, component list, supported environments, installation/upgrade instructions, and issues addressed). If a new version addresses customer-raised issues, the customer must install and test it within 30 days of receipt; after this period Cinedeck will not support the earlier version and will charge for time spent attempting to. The customer is responsible for backing up all databases and user data before installing new versions.
3.5 Documentation
Cinedeck will provide a user manual and/or help files, an installation guide, and release notes, amended in line with new versions of the Product.
3.6 Recovery
The Customer is responsible for ensuring regular backup of the Product data and system software, and for recovery of the server or any application data in the event of a hardware or systems failure, including any business (disaster) recovery service.
3.7 Charges
Reasonable travel, subsistence, and accommodation expenses are charged at cost plus 5% to cover administration when on-site work is required. Travel days are charged at half the agreed daily rate. For chargeable office support work, the first two hours (or part thereof) are charged at ¼ of the agreed daily rate, with subsequent time in ½-day increments. Work outside Working Hours may incur an additional charge subject to prior agreement.
Support cover is available during the subscription period from the date of activation, and will be withdrawn if the subscription has lapsed beyond 30 days. Changes to support costs will be notified to the Customer Managers in writing 30 days prior to the subscription renewal date.