Spektrix Service Definition

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1 Spektrix Service Definition An overview of the G-Cloud Service Spektrix is a cloud-based ticketing and marketing software package provided as Software as a Service. It is designed for arts and entertainment organisations Functionality includes: Online sales, including online seat selection Box office/phone/counter sales Integrated card payment processing (online/customer not present/customer present) Seat selection for reserved seating, including View from a Seat features Unreserved seating Customer accounts Data customisation User accounts for tiered system access Engine for setting up offers/promotions Merchandise sales Membership sales Priority booking online Suite of standard reports for analysis, sales, finance etc Custom report builder Scheduled report tool Print at Home ticketing Gift Voucher sales and redemption Ability to collect donations Waiting List Functionality Customer segmentation tool for customer relationship management Integrated bulk tool for marketing (additional cost) API Available in multiple languages This functionality is all backed up by an expert support and operations team, who work with Spektrix users to help them get the most out of the software, particularly from a reporting and marketing perspective. All of the support team have joined us from arts organisations where they have worked as systems managers or marketing managers, so they are well placed to deliver the sort of consultative service and support on which we have built our reputation. Information assurance Spektrix has not been independently accredited at any Business Impact Levels, however we believe that we would be BIL 0/1, and relatively low risk within the broader context of Government IT procurement. All organisations that use the Spektrix platform have responsibilities under the Data Protection Act and those that take card payments have responsibility for PCI-DSS Page 1

2 compliance to the card scheme operators. Spektrix provides an appropriate level of security and information assurance for both of these frameworks. Backup and Disaster Recovery The Spektrix infrastructure is designed to have no single point of failure, with dual components at every level. The network is served by dual internet connections and dual power supplies, each backed up by separate batteries and generators with separate fuel contracts. Spektrix is hosted in a data centre that is designed to meet Tier IV requirements in terms of resilience, fire suppression etc. All data is stored on RAID 10 disks, suitable for hot swap out if necessary. Data is also backed up to the Amazon cloud on a rolling 15 minute basis (encrypted log shipping). Full internal and external monitoring is in operation on the Spektrix network alerting the technical team if there are any problems. If necessary we can bring up a sleeping system on the Amazon cloud and restore access to Spektrix from the off-site backups in the event of a catastrophic incident. On-boarding and Off-boarding The Spektrix operations team looks after all project management/on-boarding. They guide new Spektrix customers through this process with a series of on-site meetings and remote guides. The lead time for a new client is around 6-8 weeks, as we need to go through the process of importing that client s data from their previous ticketing system, as well as provide training and customisation support, and migrate payment facilities to the new ticketing platform. At the end of the contract period, we would provide a full copy of the client s data on request. This would be provided in an interchange format, in either an SQL database or series of CSV files, and would include all data required to recreate the ticketing/crm database in another system, including references between different entities. Pricing Pricing starts at 500 per month, and is based on an estimate of the client s ticketing turnover. There is a standard scale of pricing that we apply to all clients, based on this turnover. This is usually a percentage figure for clients who turn over up to 5m per annum, and a fixed fee including a set volume of tickets for larger clients. This service charge then includes: All access to the system from unlimited concurrent users All upgrades All implementation work, including initial training, project management and data migration into Spektrix All on-going support and training Account management and access to our user forums/conferences Back-ups and hosting Page 2

3 Report customisation Service management details The journey that new Spektrix customers experience is as follows: Implementation When sign-off is given, our project management team will make contact with the client to outline a plan to take them through to go live. This will encompass data migration from their previous ticketing system, integration of online sales into their website, setting up new payment facilities for use with Spektrix, training and the set up of any hardware peripheries such as ticket printers and chip & PIN pads. Go Live When everything has been prepared during the implementation period, we will then set a date for switching off the client s old system and turning on Spektrix. This includes a full live migration where we bring the data migration up to date with all sales in the historic system. This process is fully supported with one of our project managers on-site during the go-live to provide advice and guidance. Operation Once the Spektrix system is live and selling tickets, clients have control over new event setup and configuration of many aspects of their ticketing operation. They can use the system for ticketing, marketing and customer relationship management. They may interact with the Spektrix support team when they need new reports customising, seating plans configured or ticket designs creating. They may also contact the Spektrix support team for on-going training and support, via phone, , our online support centre or Twitter. Service constraints Maintenance windows for regular maintenance and feature upgrades are always from 12am to 8am. We give at least 48 hours notice of any planned maintenance work that will require We do not deprecate functionality and features without ensuring there is a clear roadmap for supporting our clients in their move to new versions of the functionality. However, we may in future remove support for web browsers that are used to access Spektrix and in this case we give at least six months notice. There are many tools within Spektrix for the customisation of data collection and presentation. For instance, additional data fields can be added to most data entities within the system, and these used for reporting and analysis. Custom reports can be created within the Spektrix interface by users, or they can be created by our support team at no extra charge. Service Levels Spektrix aims to maintain availability of the system 100% of the time (excluding planned maintenance). Historic uptime figures can be viewed at Page 3

4 The Spektrix support team are available from 10am to 6pm UK time, Monday to Friday for routine queries and assistance. Emergency support is available from 10am to 8pm UK time, 365 days a year. Spektrix classifies two different severities of issue: emergency problems and nonbusiness critical issues. Problems which Spektrix will classify as Emergency Problems are as follows: (a) total failure of the Services and a total inability to access Spektrix s Application Web Site; or (b) problems of a critical nature rendering a key component or purpose of the system inoperable and needing to be resolved very quickly. Examples include selling and printing tickets, retrieving information about orders, website functionality. Response times for Emergency Problems will be within 30 minutes of receiving notification of these problems, as long as notification happens within our emergency support hours. If Spektrix receives notification of a Non-Business Critical Problem between 10am and 6pm, Monday to Friday excluding bank and public holidays, it will send out an to the address it has on file for the Client confirming that a ticket has been created and is being reviewed by its support staff. The will include a link which will enable the Client to review the status of the request and to add additional comments. The will also provide an estimate of the turnaround time on support tickets. If the Client has an urgent request, it should make Spektrix support staff aware in the ticket or by calling the support department on Training Training is provided on-site and remotely by the Spektrix support team. This includes delivery of a training plan that has been designed in collaboration with the new client prior to going live with the Spektrix service, as well as on-going training, which can be requested through the Spektrix support centre, or via phone or . Ordering and invoicing process Spektrix is invoiced monthly in arrears based on the previous month s usage. Payment can then be arranged by direct debit, BACS or cheque. Termination terms Either party can terminate the contract on the anniversary of the agreement by giving 30 days notice. Data restoration / service migration At the end of the contract period, we would provide a full copy of the client s data on request. This would be provided in an interchange format, in either an SQL database or series of CSV files, and would include all data required to recreate the ticketing/crm database in another system, including references between different entities. Page 4

5 If we don t receive instructions from the client within ten days of the contract termination we will securely destroy all of the data we hold. Technical requirements Browser: The latest version of Mozilla Firefox or Google Chrome is recommended. Internet Explorer 9+ and the latest version of Safari are also supported. Operating System: Windows XP Service Pack 3 or later. Macs can be used for back office processes, but aren t supported for customer-facing terminals (because the YESpay EasyVTerminal application is Windows-only). Recommended Computer Specification: In general, we would not recommend using machines that are more than three years old; however we are happy to advise on specific configurations. Internet Requirements: we recommend a ping time to system.spektrix.com of less than 100ms. Details of any trial service available. Demonstration systems can be provided for evaluation of the service. If necessary, we can also demonstrate our data migration expertise by offering a trial migration from certain systems. These trial services could not be used in a live environment due to the other work required to move from one ticketing system to another (including migration of payment facilities, integration of online sales into the website). Data Centre Spektrix is collocated within a data centre in Milton Keynes. The data centre has been specified (although not accredited) to Tier IV (Uptime Institute) standards. Service Roadmaps Spektrix is in a constant state of development, with new features being added every 2-3 months. Users can contribute to our roadmap by making Feature Requests through our online forums, or by attending our regular user forums and conferences. Our conferences are also where we give an overview of our future roadmap decisions, although this information is also communicated to our user base through our online support centre and via . The release cycle for bug fixes and patches is much shorter, with these usually being resolved within a matter of days or weeks. Old functionality and features are rarely deprecated, and when they are we follow a careful plan to update all of our clients to the new version of the feature or functionality. Page 5

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