VIDYOCLOUDSERVICES
SERVICEANDSUPPORTPOLICYFORVIDYOCLOUD™SERVICES-
STANDARD
September2016–revision16S13nc
ThepurposeofthisdocumentistodescribeVidyo’sserviceandsupportpoliciesforVidyoCloud™
Services.
Thisdocumentcovers:
•
ScopeofServices
•
VidyoCloudServicesAvailability
•
TechnicalSupportServices
•
SystemMaintenance
•
ExclusionsandLimitations
•
AdditionalSupportServices
©2016Vidyo,Inc.(www.vidyo.com.1.866.99.VIDYO).
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1
Definitions
a. “BusinessDay”meansMondaythroughFriday,excludingUSnationalholidays.
b. “BusinessHours”means9:00a.m.to7:00p.m.(EasternStandardTime-EST)onBusinessDays,
and,notwithstandingtheforegoing,doesnotincludetimesduringServiceMaintenance.
c. “VidyoCloudApplications”means(i)thosecomponentsandmodulesofthecertain
applications,operatingsystems,utilityprograms,communicationssoftware,interfaces
andothercomputersoftwarethatVidyowillmakeaccessibletoSubscriberaspartof
theVidyoCloudServicesprovidedbyVidyoaspartoftheVidyoCloudapplication;(ii)all
extensions,additions,modifications,andenhancementsthereto;and(iii)thenetworks,
systems,databasesorsoftwareapplicationsutilizedbyVidyoinsupportofsuch
softwareandcomponents.Theterm“VidyoCloudApplication”shallbedeemedto
includeVidyoCloudApplicationContentstoredinordisplayedthroughtheVidyoCloud
Application.
d. “VidyoCloudApplicationContent”meansdocumentation,stories,articles,text,images,
multimediadatapictures,sound,graphics,logos,marks,symbols,andartisticcontentprovided
byVidyo(oritsthirdpartyprovidersandlicensors)anddisplayedonorthroughtheVidyoCloud
Application,assuchmaterialsmaybemodifiedfromtimetotime;providedhowever,thatno
SubscriberdatashallbedeemedtobeVidyoCloudApplicationContent.VidyoCloudApplication
ContentshallbedeemedtobeVidyoMaterialhereunder.
e. “Specifications”meansVidyo’spublishedspecifications,descriptionguideand/ordatasheets
issuedbyVidyo,asupdatedfromtimetotime,fortheVidyoCloudServicesandtheVidyoCloud
Applications.
f. “Subscriber”or“Company”meansthelegalentitytowhichtheVidyoCloudServicesarebeing
providedandincludesSubscriber’sauthorizedusersandguests(“Users”)registeredorinvitedto
usetheVidyoCloudServices.
g. “SubscriptionTerm”meansthelengthoftimeforwhichtheSubscriberisregisteredtoreceive
theVidyoCloudServicescommencingonthefirstdayaccesstotheVidyoCloudServicesare
madeavailabletoSubscriber.
h. “SystemMaintenance”meansVidyo’smaintainingoftheVidyoCloudServicewhichincludes,
withoutlimitation,hardwareupgrades,softwareupgrades,andnetworkupgrades,as
applicable.
i. “TermsofService”meansVidyoTermsofServicesforVidyoCloudServices
http://www.vidyo.com/cloudservicestos“VidyoCloudServicesmeanstheVidyocloud
subscriptionserviceprovidingaccesstotheVidyoCloudApplicationsenablingvideo
collaborationamongSubscriber’sUsersusingsupporteddevices(aspertheSpecifications).
j. “VidyoCloudAvailability”meansavailabilitytoallorsubstantiallyallSubscriber’sUsersofthe
VidyoCloudServicefunctioningcorrectly,accuratelyandwithoutmaterialdegradationof
performanceasmeasuredoverthecourseofamonth.
2
(i)
SCOPEOFSERVICES
VidyowillprovideVidyoCloudAvailabilityduringtheSubscriptionTerm,inaccordancewiththe
VidyoCloudAvailabilityGoalsindicatedbelowinSection3.
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(ii)
(iii)
(iv)
(v)
3
Vidyowillprovidefor(i)thehostingofVidyoCloudApplication(s)utilizedbySubscriberonmultitenantserverinfrastructure,and(ii)thestoringandmaintainingofSubscriberDatautilizedwith
respecttotheVidyoCloudApplicationslogicallyseparatefromthedataofotherVidyo
subscribersorofVidyo;(ii)theconfigurationoftheVidyoCloudServiceswithfullpowerand
communicationsredundancyasnecessarytoachievethestatedVidyoCloudAvailability.
Vidyowillberesponsiblefor(a)allservers,hardwareandtelecommunicationsequipment
(collectively,the“Equipment”)andfortheoperatingsystemsoftwareloadedontotheservers
usedtoprovidetheVidyoCloudServices;(b)theotheroperatingsystems,serveroperating
systems,networkoperatingsystems,systemsutilities(includingmeasuringandmonitoring
tools),datasecuritysoftware,middleware,databasemanagementsystems,anddevelopment
toolsloadedontoorsupportingtheEquipment(collectively,the“SystemsSoftware”);and(c)
theVidyoCloudApplicationsusedbyVidyotoprovidetheVidyoCloudServices.Vidyowillnotbe
responsiblefortheoperationofanyEquipmentorSystemsSoftwarelocatedatSubscriber’ssite
orUser’sconnectingdevices.
Vidyowillprovideremotetechnicalsupportservices(“TSS”)toSubscriberandwillrespondto
SubscriberreportedproblemsandrequestsinaccordancewiththeTSSTable(Table1)shown
below.
VidyowillberesponsibleforSystemMaintenanceasindicatedintheSystemMaintenanceTable
(Table2)shownbelow.
VIDYOCLOUD™AVAILABILITYANDSERVICECOMMITMENT
VidyowilluseallreasonablecommercialeffortstoachievethetargetVidyoCloud™AvailabilityGoalof
99.5%uptime,twenty-fourhoursperday,seven(7)daysperweekduringtheSubscriptionTerm,except
duringtimesofSystemMaintenance,assetforthinTable2below.
4
REMOTETECHNICALSUPPORTSERVICES(TSS)
TheroleoftheTSSTeamistorespondtospecifictechnicalissuesassociatedwiththeVidyoCloud
Servicesandfunctionalityofthetechnologyitself,andmayincludeansweringquestionsrelatedto
featuresandfunctionalitiesusedbytheVidyoCloudApplications.Primaryincident-reportingisdonevia
VidyoWebTicketingSystem,chatorbytelephone.Incidentswillbecategorizedandhandledaccording
toanassignedseveritylevelasindicatedintheTSSResponseTimeTablebelow.VidyoTSSTeamuses
commerciallyreasonableeffortstorespondtoeachsupportincidentwithintheapplicableresponse
timeandreduceseverityofcasesasshownbelow.Responsetimesindicatedbelowspecifythetimefor
initiationofinvestigationoftheproblem,notthelengthoftimewithinwhichsuchproblemmaybe
resolved.
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TSSRESPONSETIME-TABLE1:
SeverityLevels
Explanation
Level1-Emergency VidyoCloudServiceisdown,business
operationsseverelyimpactedwithno
workaroundandallormost
Subscriber’sUsersimpacted;oran
identifiedmaterialsecurityissue
Level2-High
VidyoCloudService’soperationalability
toreceive,routeanddeliverSubscriber
purchasedinteractionservicesis
severelydegraded,ormajor
componentsoftheservicearenot
operationalandworkcannot
reasonablycontinueforgreaterthan
50%oftheSubscriber’sUsers
Level3-Medium
Issuescausingmoderatetolow
businessdisruption;nomorethan25%
oftheSubscriber’sUsersareadversely
affected;astableworkaroundavailable
Level4-Low
VidyoCloudServiceisoperational;no
significantdisruptionofbusiness
operations;issueswithlittletime
sensitivitysuchasgeneralquestions;
AdministrativeChangesincluding
adds/subtractstoSubscriber’sUsers
TicketResponse
Within1hourduring
BusinessHours
Within2hours
duringBusiness
Hours
NextBusinessDay
NextBusinessDay;
Exceptthatthe
actualperformance
ofAdministrative
Changes,suchas
changesto
passwords,user
names,additional
users,etc.willbe
handledwithinone
weekofacceptance
oftherequest
TheTSSTeamnotmeantasasubstituteforSubscriber’shelpdeskorendusertrainingwhichshallbe
theresponsibilityofSubscriber’sITteamorVidyoauthorizedreseller.Priortoproductiongo-live,at
leasttwo(2)representativesofSubscriber(orSubscriber’sdesignatedagents)whoareactivelyengaged
intheadministrationandsupportoftheVidyoCloudServicesdeployment,withinSubscriber’s
organizationasinternalhelpdeskorequivalent,mustcompletetheVidyoVidyoCloudAdministrator
Trainingandpasstherelatedcertificationexamination.Uponexperiencingasystemproblemorincase
ofaninquiry,supportrequestswillberoutedthroughsuchpersonswhowillperformfirstlinetroubleshootingandanalysisbeforecontactingtheVidyoTSSTeamfortechnicalsupport.Pleasereferto
support.vidyocloud.comforlatestcontactinformation.
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5.
SYSTEMMAINTENANCE
SystemMaintenancereferstoanyEquipment,SystemsSoftwareorVidyoCloudApplicationschangeor
updatethathasthepotentialtoresultinanimpact,orreductiontotheresiliencyorfunctionalityofthe
VidyoCloudService.
SYSTEMMAINTENANCETYPES-TABLE2:
Planned
Maintenance
Plannedmaintenanceinvolvesanyactivity(operatingsystempatches,service
updates,equipmentrebootetc.)whereitisanticipatedtohaveinterruption
totheoperationalfunctioningoftheVidyoCloudServices.Vidyowillprovide
Subscriberwithatleastone(1)weekpostednotificationande-mailnotice
priortoconductinganyplannedmaintenancewithinformationonthe
changesandexpecteddowntime.Forty-eight(48)hoursemailnoticepriorto
anyplannedoutageeventwillalsobeprovided
Emergency
Maintenance
Emergencymaintenanceinvolvesanyactivity(operatingsystempatches,
serviceupdates,equipmentrebootetc.)whereitmayormaynotbepossible
toanticipateaninterruptiontotheoperationalfunctioningoftheVidyoCloud
Services.Vidyowilluseallreasonableeffortstoprovidee-mailnotificationat
leasttwenty-four(24)hours’noticeforEmergencyMaintenance.
Inadditiontoemailnotifications,systemmaintenancedetailswillbepublishedon
support.vidyocloud.com
6.
SERVICEEXCLUSIONSANDLIMITATIONS
Vidyoshallnotberesponsiblefor,anyfailure,unavailability,suspension,terminationorquality
degradationofVidyoCloudServices,orforanysupportandperformanceissuesrelatingtoorresulting
from:(i)useoftheVidyoCloudServicescontrarytotheuserightsgrantedbyVidyo,theapplicable
Specifications,theTermsofServiceorotheragreementsbetweentheparties;(ii)factorsoutsideof
Vidyo’sreasonablecontrol,including,withoutlimitation,Internetaccessorrelatedproblemsbeyond
thedemarcationpointofVidyoCloudServices(i.ebeyondthepointinthenetworkwhereVidyo
maintainsaccessandcontroloverVidyoCloudServices)oranyproblemsrelatedtoon-premise
installationsofvirtualVidyoInfrastructureprovidedtoSubscriberforusewiththeVidyoCloudServices;;
(iii)thatresultfromanyactionsorinactionsofSubscriberorSubscriber’sUsersoranythirdparty(other
thanVidyooritssubcontractors);(iv)Subscriber’snetworknotmeetingtherequirementssetforth
below,(v)anySubscriberorSubscriber’sUserequipment,softwareorothertechnologyand/orthird
partyequipment,(otherthanthirdpartyequipmentwithinVidyo’sdirectcontrol);(vi)anyscheduled
maintenance;or(vii)anyforcemajeureeventasdescribedintheTermsofService.
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7.
MINIMUMSUBSCRIBERNETWORKREQUIREMENTS
Subscriber’snetworkmustmeettherequirementsasindicatedintheSpecifications,whichatthe
minimumshouldincludethefollowingstandards(i)FullDuplexmustbeenabledonallnetwork
devices;(ii)RTPlatencyinonedirectionbetweentheuserandVidyoCloudApplication/Equipment
mustbelessthan150ms;(iii)RTPjittermustbelessthan15ms;(iv)Networksegmentsmustnot
exceedapacketlossrateofthreepercent(3%);(v)Networkbandwidthmustaccommodateatleast
256kb/supanddownstreamfromeachendpoint.
NOTE:Forhybriddeployments,VidyowillneedrequireremoteaccesstotheVidyoservers(whether
physicalorvirtual)deployedatcustomerpremises.Pleaserefertothedocumentationpublishedon
support.vidyocloud.comformoredetails.
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