Service Level Agreement

Last modified: April 28, 2023

Support Exhibit

RealNetworks (hereinafter “RN”) reserves the right to modify this Support Exhibit from time to time, provided however, if RN makes any material change, RN will provide notice to the Reseller by email (sending to the e-mail address specified in Reseller’s account). RN reserves the right to make non-material changes to this Support Exhibit by means of a notice on this page (updating the “last modified” date at the top of this page). Capitalized terms not defined here will have the meaning given to them in the appropriate agreement entered between RN and Reseller.

For the purpose of this Support Exhibit the below terms are defined in the following manner:

  • Reseller means the organization interacting with RN and responsible for acquiring and supporting Customers.
  • Customer means the end-user of SAFR and customer of Reseller.
  • Parties means RN and Reseller.

Description of Support Tiers:

RN is only responsible for Tier 3 tasks. RN expects the Reseller to be the first line of contact for Reseller’s external users/entities using the Reseller’s system. Unless otherwise approved, Reseller’s external users should not directly open support tickets with RN. Below is a description of Tier 1, Tier 2, and Tier 3 support.

“Tier 1 Support” means support for basic end user operations such as enrollment, adding feeds, and configuring reader settings. The person or entity requesting support is the operator who is using the SAFR applications for day-to-day operations. Reseller will be responsible for handling calls or requests from Customers, providing answers to questions, or providing suggestions as to how to accomplish a task with the system.

Reseller’s Responsibilities (Tier 1 technician):

  • Be familiar with all documented operational procedures and be able to explain those to the end-user.
  • Have strong working knowledge of SAFR functionality necessary to carry out operational tasks such as:
  • Installing desktop and mobile applications;
  • Using the operator console and other SAFR Tools;
  • Identity enrollment;
  • Event viewing and reporting;
  • Report generation.
  • Identify when issue scope is beyond Tier 1.

Non-Exhaustive List of Examples:

  • Installation of SAFR desktop or mobile client.
  • Converting image or video to a supported file format before import.
  • Change username or reset password.
  • Add a new video feed and configure processing mode.
  • Make changes to SAFR Scan operation settings.
  • Provide instructions on how to add new faces to watchlist.

“Tier 2 Support” means support for installation, configuration, and operation of all documented product functionality and troubleshooting unexpected behavior. This tier requires experienced and knowledgeable technicians to assess the issue and provide solutions. Tier 2 technicians are expected to understand all aspects of SAFR administration.

Reseller’s Responsibilities (Tier 2 technician):

  • Perform a thorough investigation of external factors such as network, compute, disk storage, camera or other systems.
  • Provide remote and on-site support to Customers as needed to solve Tier 2 issues and assist in the investigation of Tier 3 issues.
  • Be familiar with all documented product functionality and be able to troubleshoot and identify when issues are the result of external factors.
  • Review log files and identify if an issue is the result of external inputs.
  • Reproduce Customer issues escalated from Tier 1 and investigate cause.
  • Understand system configuration employed by their Customers.
  • Understand common problems and provide solutions to those problems.
  • Installation and configuration of on-premise server clusters, DB redundancy and object storage redundancy including NFS configuration.
  • Examine logs and identify issues with connectivity, system performance issues or external systems integration.
  • Have advanced technical knowledge of SAFR functionality such as:
    • Camera configuration;
    • Facial recognition configuration;
    • Email or SMS configuration;
    • On-premise server hardware issues;
    • Networking issues.
  • Know how to use tools necessary to monitor software performance and operational health.
  • Make earnest efforts to determine whether the source of a defect is related to the Product or external system.
  • Know how to identify when scope is beyond Tier 2.
  • When escalation beyond Tier 2 is required, collect, and prepare clear and concise information to reproduce an issue.

Non-Exhaustive List of Examples of Tier 2:

  • Configure advanced SAFR tools such as SAFR Actions.
  • Configure email or SMS service in SAFR system configuration.
  • Identify why system is not recognizing faces.
  • Identify why email notification is not being received by recipients.
  • Determine why SAFR is unable to connect to camera for reasons such as invalid IP address or credentials, or network connectivity.
  • Troubleshoot and isolate issues with integration to access control systems or identity management systems.
  • Increase capacity by adding on-premise servers.
  • Configuring identity synchronization.
  • Troubleshoot why email or SMS alerts are not sent by means of reviewing logs and system configuration
  • Other technical troubleshooting of issues that cannot be addressed by Tier 1 support staff.

“Tier 3 Support” means support for behavior that differs from the documented product functionality, or issues with SAFR Cloud (hosted by RN) that are not caused by Customer configuration. These problems require access to engineering resources to isolate an issue and identify root cause. Tier 3 technicians work with Tier 2 technicians to collect information to identify root cause using product designs, code, or specifications. Tier 3 technicians attempt to provide solutions, such as, but not limited to, workaround or bug fixes.

Reseller’s Responsibilities (Tier 2 technician):

  • Submit information collected from Customer’s system including but not limited to:
    • Clear and concise explanation of issue;
    • Statement of Customer and business impact;
    • Steps to reproduce;
    • Screenshots to demonstrate issue;
    • Log and configuration files for impacted applications for relevant time range;
    • Information requested by Tier 3 support staff.
  • Provide primary or alternate contact responsible for all support escalation to RN.
  • Provide assistance to RN in identifying the source of any reported problems with the Product.
  • Provide on-site personnel at the installation site of the Product to assist RN in remotely troubleshooting and repairing problems with the Product.

RN’s Responsibilities (Tier 3 technician):

  • Provide support and guidance to Tier 2 technicians to isolate root cause.
  • Make a best effort to provide support for handling of special cases not anticipated by documentation or non-routine deployment of software.
  • RN will promptly log, research and resolve errors in the Product.
  • For on-premise installation RN will determine if a slipstream release is required or if a workaround will be provided and fix included in next monthly release.
  • Respond to Tier 2 technician according to agreed response times.

Non-Exhaustive List of Examples of Tier 3:

  • Resolution of software defect.
  • Investigation of data corruption issues.
  • Rollback of software due to issues preventing proper operation after upgrade, where Customer must perform successful backup before any upgrade of the system.
  • Resolve SAFR Cloud issues not resulting from Customer configuration.

Additional Support Services

In the event Reseller requests RN to provide additional support services, such as Tier 2 support services or services that require a customization or enhancement, RN will provide such services on mutually agreeable terms.

Support and escalation path

Reseller will notify RN of issues via email at support@safr.com or via submitting ticket at http://support.safr.com. A representative from RN will respond within the below specified response time via email and will continue to work with the Reseller until resolution. RN may transfer the point of contact as needed to higher level RN staff.

Response Times

RN will escalate issues internally referencing the Severity Level and within the given time frame (below). References to “business day(s)” means a day other than Saturday, Sunday or public holiday in USA. References to “calendar day(s)” or “hour(s)” means any day other than a public holiday in USA or the hours within it.

Severity Level Definitions Corrective Action/ Response Time
Urgent (Level 1) The Service does not work, is severely impaired or a system malfunction leads Customer’s inability to use the Service and RN has not made any workaround available.

RN’s initial response time is four (4) hours, and RN will provide an update every twenty-four (24) hours until a resolution is provided.

RN will inform Reseller if a permanent fix is not possible within three (3) calendar days and the Parties will work together to determine the appropriate solution.

 

 
Medium (Level 2)

An essential function of the Service is not available or is severely impaired and such impairment leads to malfunctions or restricted use and there is no workaround available.

 

RN will respond to Reseller within one (1) business day and provide an update every three (3) business days until a resolution is provided.

RN will inform Reseller if a permanent fix is not possible within fourteen (14) calendar days and the Parties will work together to determine the appropriate solution.

 
Medium (Level 3) A subordinate function of the Service is impaired and the impairment does not lead to substantial restrictions in use or functionality of the Service.

RN will respond to Reseller within three (3) business days.

RN will inform Reseller if a permanent fix is not possible within twenty-one (21) calendar days and the Parties will work together to determine the appropriate solution.

 

SAFR Cloud Service Availability and Credits

RN will use commercially reasonable efforts to make the Services available at least ninety-nine point nine percent (99.9%) of the time as measured over the course of each calendar month during the Term (each such calendar month a “Service Period”), excluding unavailability as a result of any of the Exceptions described hereof (“Availability Requirement”). “Service Level Failure” means a material failure of the Services to meet the Availability Requirement or failure to meet the corrective action/response time limited to the Urgent/Level 1 over the course of each calendar month. The “Exceptions” follow, and neither the Services will be considered unavailable nor any Service Level Failure be deemed to occur in connection with any failure to meet the Availability Requirement or impaired ability of Customer to access or use the Services that is due, in whole or in part, to any: (a) act or omission by Customer that does not strictly comply with this Support Exhibit entered between the Parties; (b) Customer Failure as defined below; (c) failure of the servers on which the Customer has deployed the Software; (d) Force Majeure event; (e) failure, interruption, outage, or other problem with any software, hardware, system, network, facility, or other matter not supplied by RN pursuant to the agreement entered between the Parties; (f) scheduled downtime; or (g) disabling, suspension of the Services for breach of the agreement entered between the Parties.

Service Level Failures and Remedies

In the event of a Service Level Failure, RN shall issue a credit to Customer in the amount of two percent (2%) of the monthly License Fees due for the Service Period in which the Service Level Failure occurred (each a “Service Credit”), subject to the following:

  • Maximum Service Credits will not exceed 10% of the monthly fees for the License Fees for the last month.
  • RN has no obligation to issue any Service Credit unless: (i) Reseller / Customer reports the Service Level Failure to RN immediately on becoming aware of it; and (ii) requests such Service Credit in writing within seven (7) days of the Service Level Failure; and
  • Any Service Credit payable to Customer will be issued in the calendar month following the Service Period in which the Service Level Failure occurred. Notwithstanding any language to the contrary, this Section sets forth RN ‘s sole obligation and liability, and Reseller / Customer’s sole and exclusive remedy for any Service Level Failure.

RN is not responsible or liable for any delay or failure of performance caused in whole or in part by Reseller / Customer’s delay in performing, or failure to perform, any of its obligations under the applicable agreement (each a “Customer Failure”).