General Service Agreement Cinedeck

General Terms

1.1 Preface

All Cinedeck ZX, LX, RX2, Capture2Cloud, CD2 Software Ingest, 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. Details and Response Times tables.

1.2 Specifics

产品 Cinedeck ZX, RX, LX, CD2, Capture2Cloud, CD2 and cineXtools, cineXplugin, cineXmeta
支持机构 Cinedeck
Contact https://cinedeck.atlassian.net/servicedesk/customer/portal/2/group/3/create/9
工作时间 9am ~ 12pm / GMT, Monday ~ Friday

1.3 Response Times

级别 响应时间 目标是修复
关键 不到1天 2 ~ 3天之间
高 不到1天 2周内
中型 1天 下一个主要版本
低 1天 下一个主要版本
功能要求 1天 Depending on feature will be included in Next Major Release

范围

支持协议的范围包括对Cinedeck提供给客户的产品的持续支持。

It does not cover the support of the Environment, including but not limited to; the operating systems, hardware platform, standard software components (eg as 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.

就确定修复时间而言，功能请求不属于系统中的故障。

定义

A Service Level Agreement is a two-way agreement between the provider of the service (Cinedeck) and the consumer (the BBC) 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.

  1. ‘Product’ refers to supplied Cinedeck software as detailed in the original quote and documentation.
  2. ‘Working Hours’ are described in the Specifics table.
  3. A ‘Working Day’ is a normal weekday (Monday to Friday) excluding public holidays.
  4. A ‘Major Release’ is a primary level release, usually associated with new functionality.
  5. 一个 "次要版本 "是一个二级版本，通常与重大修改或错误修复有关。
  6. ‘Help Desk’ is the Customer’s internal support system.
  7. 服务经理 "是客户和Cinedeck的代表，负责有关问题的沟通。
  8. 问题 "是一个由客户确定的问题，即产品似乎没有按照预期运行。
  9. 功能要求 "是指客户要求改变产品的行为，而不是Cinedeck最初提供的行为。
  10. 环境 "是指产品与之对接或产品所依赖的任何软件或硬件，无论是直接作为产品的平台还是间接作为产品的接口目标，如产品文件中所定义的那样，包括：
    1. 硬件平台
    2. 操作系统
    3. 网络、硬件、协议和配置

兼容性

该产品有资格在产品文件中描述的环境中运行。

非合格的配置或环境将不会得到Cinedeck的支持，除非是开发工作单，但需要支付第4节所述的单独费用。

See our Knowledge Base articles that describe compatibility per product.

2.Issue Resolution

2.1 Severity Levels and Response Times.

封面上的表格是Cinedeck在接到问题通知后启动支持和恢复活动的时间。它们不是解决问题的时间，因为这取决于问题的大小和是否存在任何令人满意的解决方法。

严重程度在 "问题严重程度 "中定义：见下文3.3.3节。

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.

客户将为其服务台提供一个初始联络点，该服务台将进行初始问题的确定。

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 that the correction has no adverse impact on the Product. Cinedeck reserve the right, subject to prior agreement, to charge (at the agreed rates) for the resources required to specifically investigate and/or resolve a third-party issues.

2.2.1 Service Managers

如果一个问题非常严重，无法迅速解决，双方将指定一个高级联络点；Cinedeck经理和客户经理。双方都应负责通知其指定的服务经理的任何变化。

这些管理人员将负责确保双方遵守本协议。

As necessary the Managers will agree to email regularly to monitor Issues and progress their resolution. They co-ordinate any materials or resources required and will be responsible for coordinating any actions arising from the progress reports.

这些电子邮件可能包括：

  • 服务水平
  • 确定的问题的进展
  • 确定产品修复的优先次序
  • Change Requests, costs and progress

Cinedeck将根据上述业务要求和流程为产品提供支持；支持将分为三类：

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 hour’s 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应在工作时间内通过本文件开头的具体细节部分所列的联系方式提供支持。

Cinedeck只为客户提供合格的、经过培训的支持工程师的支持。Cinedeck收到的所有来自客户组织的其他联系都应转给客户经理。

经事先同意，可以安排小时外的支持。

2.3.3 Remote access

远程访问将使Cinedeck能够比电话或电子邮件更快地解决问题，并且往往使我们能够解决一个问题，而不需要进行实地考察，也不需要承担可能产生的费用和延误。

Cinedeck will provide diagnosis and support via remote access (TeamViewer preferred).

In order to achieve the stated support objectives, Cinedeck require that this access is made available by the Customer and has an adequate performance.

3.Resolution Process

在所有情况下，支持和解决程序应在业务和支持开始前商定。

If Cinedeck products are deployed via a Cinedeck channel partner, the channel partner may provide second line support in local language and local time zone. In this scenario Cinedeck provide third line support. In this case, the annual support renewal will also be managed and coordinated by the channel partner.

如果Cinedeck产品不是 通过Cinedeck渠道合作伙伴部署的，或者渠道合作伙伴不 具备相应的支持交付能力。在大多数情况下，Cinedeck将提供下文所述的二线和三线支持。在这种情况下，年度支持更新将由Cinedeck管理和协调。

3.1 一线支持

最初的问题识别和尝试解决是由客户的帮助台/系统管理员进行的，所有由于用户错误造成的操作错误都应该在这个阶段识别和解决。

服务台/系统管理员将为操作人员的所有基本问题和支持提供一个单一的联系点和所有权。服务台/系统管理员负责确定所报告事件的严重性，对事件进行相应的分类和优先处理。

负责：

  1. 记录事件
  2. 确定事件的优先次序
  3. 对事件进行分流
  4. Provide first line diagnosis and questioning.
  5. Resolve desktop support and operator queries that can be resolved.
  6. 提供有关影响服务的重大问题和停电的最新情况和信息
  7. 解决事件

3.2 二线支持

对于超出正常操作行为的问题，应该由客户的帮助台/系统管理员进行调查，如果不能解决该问题，则由Cinedeck的在线支持票据系统进行。

The 2nd line team will offer a technical escalation point for the 1st line team; they will handle all incidents that have a more technical element. They will manage all incidents, including update information to the customers Help Desk/System Administrator. Responsible for:

  1. 为第一线提供技术升级点（服务台）。
  2. Owning any incidents that require more technical knowledge.
  3. Assigning identified product faults or change requests to the 3rd line.
  4. Assessing all incidents reported to ensure they are prioritized correctly.
  5. 提供对软件及其环境的技术支持。
  6. 实施系统变化并提供建议（功能或环境）。
  7. 为操作员提供电话、电子邮件和远程支持
  8. Logging 3rd party (other manufacturers) technical calls where necessary to resolve an incident

3.3 第三线支持

Where neither the Help Desk/System Administrator, Cinedeck’s ticket system can resolve the issue, it should be escalated to Cinedeck support directly via phone or email.

三线支持将为客户的帮助台和二线支持提供确定的产品故障援助。三线支持团队（Cinedeck）负责对需要深入诊断和解决的事件进行主导。

负责：

  1. 复杂技术问题的事件管理
  2. Owning incidents that require constant management and monitoring.
  3. Providing technical support and information to third parties (other manufacturers) to resolve incidents.
  4. 关键事件的技术所有权
  5. 问题管理的技术所有权
  6. 变革管理的技术所有权
  7. 软件发布和升级的技术所有权

3.3.1 问题识别

问题将由客户传达给Cinedeck，说明：

  1. 操作员确定问题。
  2. Date problem identified.
  3. Problem severity: Critical, High, Medium or Low (see Section 3.3.3)
  4. 一个独特的客户参考号码
  5. 发现问题时使用的产品的主要和次要版本。
  6. 操作系统的主要和次要版本
    • 环境描述（SAN/NAS，网络等）。
  7. Problem description – a comprehensive description, product messages where possible to clearly show where the Issue has occurred together with screen shots/recordings if available and steps to reproduce.
  8. 业务影响和任何可用的解决方法

Cinedeck将记录通信并分配一个独特的问题参考号码，该号码将被传达给客户帮助台和二线支持。

3.3.2 目标问题分析和解决

Cinedeck将尽一切合理的努力来处理该问题。Cinedeck和客户可能会同意某个故障有一个解决方法，从而降低其严重性。

3.3.3 Issue Severity Definition

级别 商业影响  

CRITICAL

(URGENT)

 已停止

Failure of the Product, which results in major impact to, or stoppage of, the business. There is no acceptable

workaround and the problem have a critical impact on the business.

HIGH

(IMPORTANT)

 没有可持续的解决方法 A partial outage caused by a Product error resulting in a significant interruption of service to one or more users or batch processes.

MEDIUM

(NEEDED)

 Sustainable Workaround A workaround is available, but the problem still has an impact on the business.

LOW

(WANTED)

 Manageable Workaround 对企业的影响最小或可接受。

Issue Resolution

Please review the table ‘Response Times

 

3.3.4 Problem Review Process

Cinedeck可以提供关于Cinedeck记录的问题的数量和严重程度的统计数据，以及它们的状态，这些数据将在服务会议上进行审查。客户将提供同样的信息进行比较。

Cinedeck will track problems through to resolution and then gain the Customer Manager’s acceptance that the problem is resolved.

3.4 Software Change Management Procedures

3.4.1 概述

All changes to supported software installations shall have prior approval from Cinedeck’ and the Customer Manager.

Cinedeck将负责该产品的开发、测试和交付以及产品的升级。

客户将负责安装、检查和批准系统变更后的系统。如果需要，Cinedeck可以按照约定的价格代表客户进行这项工作。

3.4.2 更改控制

Cinedeck应将产品的所有新进展通知客户，说明这些是根据本协议条款提供的问题解决方法，还是需要单独商业安排的功能增强版本。

The Customer shall notify Cinedeck of any proposed changes to the Environment. Cinedeck will respond to the Customer, within a reasonable period of receiving notification of intended changes, indicating whether the existing Product will support the intended Environment, or whether further tests and/or development are required. If Cinedeck determine this is a Change Request, Cinedeck will provide a timescale and cost for this work.

未经双方明确同意，不得对系统（产品和环境）进行更改。

在任何工程工作之后，Cinedeck应通知客户对系统的任何改变。

客户应将其系统的任何变化通知Cinedeck，这些变化可能与产品的功能有关。

3.4.3 Release Cycle

Cinedeck将通过特定的版本级别向客户提供软件，这些版本将包含所有的核心产品功能。

From time-to-time Cinedeck will supply the Customer’s Support Manager with new versions of the Product. These new versions shall be supplied with detailed release notes describing:

  1. Unique reference (Major Version. Minor Version. Build number)
  2. 新版本的所有组件列表
  3. 支持的环境的细节，重点是任何需要的环境变化
  4. 安装和升级说明
  5. 解决的问题。

新版本应提供完整的所有必要组件。

如果Cinedeck提供的新版本能解决客户提出的问题，客户应在收到新版本的30天内进行安装和测试。在这30天内，Cinedeck将不支持早先的版本，并按约定的价格收取试图支持早先版本所花费的时间。

The Customer shall be responsible for installing and testing new versions of the Product in their system.

The customer shall be responsible for backing up all databases and user data before installing new versions.

3.4.4 Compatibility and Environment Changes

客户将通知Cinedeck对产品环境的任何预期变化。

根据建议环境的可用性，Cinedeck将在新的建议环境下测试该产品。

Where the new Environment is only available at the Customer’s or a third-party site, Cinedeck reserves the right to charge for engineering time spent conducting tests away from Cinedeck’s premises.

除非Cinedeck在测试后发布了修订后的兼容性鉴定，否则客户不应假定产品与合格环境以外的任何兼容性。

Cinedeck将对提议的环境变化作出以下反应之一：

  1. Qualify the new Environment and provide support for the Product within that new Environment.
  2. Modify the Product to make it compatible with the new Environment and qualify the new version with the new Environment. Supply the new version of the Product to the Customer for installation and testing.
  3. Document the reasons why the new proposed Environment is not compatible with the existing Product. Cinedeck may then, at its discretion, provide a commercial proposition to implement a Change Request to make the Product compatible with the new proposed Environment.

3.5 Documentation

Cinedeck将提供以下文件来支持本产品：

  1. User manual and/or help files.
  2. 安装指南
  3. 发布说明

上述文件将根据产品的新版本进行修改。

3.6 Recovery

客户将负责确保对产品数据和系统软件进行定期备份。

客户将负责在硬件或系统故障的情况下恢复服务器或任何应用数据，包括任何业务（灾难）恢复服务。

3.7 Charges

合理和适当的旅行、生活和住宿费用将按成本加5%收取，以支付需要在现场工作的行政费用。

旅行日将按商定的每日费率的一半收取费用。

对于从办公室进行的可收费的支持工作，头两个小时或其中一部分将按商定的每日费率的1/4收费，随后的支持时间将按商定的每日费率的1/2天递增收费。

在工作时间以外进行的任何工作可能会产生额外的费用，这取决于情况和事先的同意。

Support cover shall be available during the subscription period from the date of activation.

Support cover will be withdrawn if the subscription has lapsed beyond 30 days.

Changes of support costs will be notified to the Customer Managers in writing 30 days prior to the subscription renewal date.