Brochure - Premium Support Program.pdf

Haivision Support Programs First-Class Support for Your Success

Haivision Support Programs contribute to your organization’s success. Our mission is to deliver excellence in technical support while helping you protect and make the most of your technology investments.

• Professional, responsive, and effective support.

• System, network, and technical troubleshooting by industry-leading video experts.

• Support programs are available in one-year and multi-year contracts.

2Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304 Subject to Haivision Terms and Conditions.

PREMIUM Support Program

Designed for customers with business-critical applications, the goal of Haivision’s Premium Support Program is to minimize the impact and cost of downtime. Featuring the fastest response times, as well as enhanced support for operating and maintaining mission-critical environments, Premium Support is Haivision’s most comprehensive and personalized support option.

Priority Access and First Response

• Premium Support customers benefit from a higher priority and faster response times.

Advanced Hardware Replacement*

• In the event of a failed or defective product, a minimum-equivalent refurbished or brand-new unit or part is shipped to Premium Support customers before the receipt of the faulty equipment.

Software Releases and Assistance

• Premium Support customers benefit from advanced access to software releases, as well as personalized software update assistance.

• Access to general availability software releases, maintenance releases, and security patches.

24/7 Critical Issue Phone Support

• Our 24/7 phone support helps organizations minimize downtime by providing mission-critical operations with the ability to reach Haivision whenever they need it.

• 24/7 Phone Support Features:

° Access to a dedicated 24/7 Haivision support team, with calls routed to professional and experienced live Support Agents.

° Initial call answered within 15 minutes, with a support agent actively troubleshooting your support request within 30 minutes.

° Rapid resolutions for urgent and critical issues.

° An alternate escalation path in the unlikely event that a call is not answered by a support agent within 15 minutes.

Online Self-Service Portal

• Access to our Haivision Support Portal where you can create, view, manage, and update your cases or request licenses.

• Read the latest product documentation and knowledge base articles.

Eligible for Optional Add-Ons

• Customers can purchase additional support options to further enhance Premium Support Program coverage.

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* Same day shipment applies to Return Material Authorization processed by 2:00pm ET.

3Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304

STANDARD Support Program

Haivision’s Standard Support Program offers technical support during standard business hours, as well as access to software releases and non-critical hardware repairs.

First Response

• First response time within 1 business day.

Hardware Repair & Replacement Service

• Repair or replacement (with a refurbished product equivalent) within 20 days of receipt of defective product.

Software Releases

• Access to general availability software releases, maintenance releases, and security patches.

Online Self-Service Portal

• Access to the Haivision Support Portal where you can create, view, manage, and update your support cases or request additional licenses.

• Read the latest product documentation and knowledge base articles.

Eligible for Optional Add-Ons

• Customers can purchase additional support options to further enhance Standard Support Program coverage.

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4Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304

ADDITIONAL Support Options

Accelerated Response Time per Support Case

• An accelerated first response time of 4 business hours or less for a specific support case.

Off-Hours Scheduled Support Session

• Request and schedule a support session outside of normal business hours, when booked at least 2 business days in advance.

Off-Hours Emergency Support Session

• For last-minute support in the event of an emergency that comes up after hours, during holidays, or over the weekend, purchase a 2-hour Emergency Support Session and start receiving support within 1 hour.

Software Update Assistance*

• For customers with more complex ecosystems or for multi-step upgrades, Haivision offers a software update assistance service, performed remotely. These sessions are scheduled in advance and are subject to the availability of a Haivision Support Agent.

Electronic Program Guide (EPG) Service*

• Haivision provides an EPG service for the world’s most popular television channels. Give your IPTV viewers menus – on both desktops and displays – showing broadcast programming and scheduling information. Annual subscriptions to the service are on a per-server basis.

Video Delivery Consulting

• Discuss video delivery solutions with a Haivision’s Professional Services Expert during a scheduled session. Video delivery topics include: multicast, quality of service (QoS), virtual machine (VM) resources, application security, Haivision solution topology, and SRT tuning. Service must be delivered within 90 business days of purchase.

Technical Relationship Management Premium Service

• Haivision offers annual subscriptions to the Technical Relationship Management Premium Service. Your

Technical Relationship Manager provides a unique understanding of your environment, workflows, ongoing issues, and is an advocate for your organization. Haivision’s Technical Relationship Managers act as trusted advisors with end-to-end knowledge of Haivision solutions and best practices.

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* Included under active Premium Support and available for purchase under Standard Support.

5Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304

ADDITIONAL Support Options

TECHNICAL RELATIONSHIP MANAGEMENT PREMIUM SERVICE

If you have unique implementation and operating challenges, we recommend optimizing your Haivision investment with the personalized service of a Technical Relationship Manager. Backed by the resources of the entire Haivision organization, our dedicated Technical Relationship Managers act as the main point of contact to champion your organization’s needs.

Available as an option which can be purchased alongside an active Premium Support Program, the Technical Relationship Management Premium Service gives your organization up to 16 hours per month of the following benefits:

• Technical point of contact for expedited resolution of issues.

• Unique understanding of your environment, workflows, ongoing issues, and technical needs.

• End-to-end knowledge of Haivision solutions and best practices.

• Advice on upgrade strategies and new product information.

Haivision Technical Relationship Management Premium Service

Engagement Up to 16 hours per month

Status Meetings Monthly

Status Report As requested

Review with Haivision Executive As requested

Annual System Health Check As requested

Technical Relationship Manager Access Email & Cell Phone (Extended business hours)

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6Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304

FEATURES STANDARD PREMIUM

Access to Support Team

First Response Time 1 business day 2 business hours

Phone / Remote Support

24/7 Critical Issue Phone Support (Severity 1 or 2) 15-minute first response time

Hardware Protection

Repair Time / Replacement Coverage 20 days for repair or replacement

Advanced Replacement

Software Releases

Advanced Access to the Latest Software Releases

General Availability Software Releases

Maintenance Releases (security vulnerabilities and/or bug fixes)

ADDITIONAL SUPPORT OPTIONS

Accelerated Response Time per Support Case Optional Add-On Not applicable

Off-Hours Scheduled Support Session Optional Add-On:

Sold in 2-hour sessions purchased 2 business days in advance

24/7 Critical Issue Phone Support

Included

Electronic Program Guide (EPG) Service Optional Add-On (subscription per server) Included

Software Update Assistance Scheduled Optional Add-On Included

Technical Relationship Management Premium Service Optional Add-On

Off-Hours Emergency Support Session Optional Add-On 24/7 Support Included

Video Delivery Consulting Optional Add-On Optional Add-On

Haivision Support Programs Overview

7Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304

Haivision Cloud Support Overview

Haivision Cloud Support is a service designed to help minimize the downtime of your environment when it matters most. Haivision’s cloud experts are focused on diagnosing issues and restoring your workflows and content as quickly as possible. Haivision Cloud Support helps optimize performance and protect your investment so that you can focus on delivering your content.

Support is available by phone, chat and email on a 24/7 basis for Severity 1 and 2 issues.

CLOUD SUPPORT SLA

PERFORMANCE CLOUD SUPPORT

Access to Support Team

First Response Time Severity Level 1 & 2 - 1 hour Severity Level 3 - 2 hours Severity Level 4 - 4 hours

Service Restore Time Severity Level 1 - 4 hours Severity Level 2 - 8 hours

Cloud Subscription SLA Severities Severity Level Description

Severity 1 Live route failure, or outage of published on-demand content

Severity 2 Inability to use the previously working Haivision solution in production

Severity 3 Increased latency, analytics outage, or incompatibility with 3rd party specific software, content sources or destinations

Severity 4 Improvement or feature request

Provisioned Hardware Protection

Repair Time / Replacement Coverage Advanced Replacement

8Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304

How to Reach Us Globally

BUSINESS HOURS

Haivision is a global company that delivers support around the world. Support Agents are available during local business hours to help resolve support issues.

BUSINESS REGION BUSINESS HOURS

Americas Monday - Friday 9:00am - 6:00pm ET

EMEA Monday - Friday 9:00am - 5:00pm CET

APAC Monday - Friday 9:00am - 5:00pm JST

Haivision Support Portal https://support.haivision.com For self-serve support online, the Haivision Support Portal is the place to create cases or request licenses and view, manage and update open cases.

• Online Case Submission

• Knowledge Base Articles

• Online License Request

• Documentation and Manuals

• User Community Forums

North America Toll Free: 1 (877) 224-5445 (Option #1) sales@haivision.com

International 1 (514) 334-5445 (Option #1) sales@haivision.com

Learn more www.haivision.com

Contact Us

Copyright © 2021 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-210304 Subject to Haivision Terms and Conditions.

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