Service Description. for. AvayaLive Video. An Avaya Hosted, Video as a Service Offering

Transcription

1 Service Description for AvayaLive Video An Avaya Hosted, Video as a Service Offering Effective Date: January 12, 2016 All trademarks identified by the or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners Avaya Inc. - All Rights Reserved Issue: 1.1 Page 1 of 7

2 Service Description Document TABLE OF CONTENTS 1 INTRODUCTION AVAYALIVE VIDEO SERVICE FEATURES SERVICE FEATURES SCOPIA DESKTOP CONFIGURATION SERVICES TERMS TERM OF SERVICE SERVICE ACTIVATION RENEWALS BILLING AMENDMENTS TO EXISTING ORDERS CHANGES TO THE SERVICE SOFTWARE UPDATES TERMS OF USE FOR THE SERVICE NOTICE OF SECURITY BREACH TERMINATION OF SERVICE TERMINATION FOR CAUSE TERMINATION FOR CONVENIENCE EFFECT OF TERMINATION OR EXPIRATION AVAILABILITY, MAINTENANCE & SUPPORT AVAILABILITY MAINTENANCE ACTIVITY REPORTING A PROBLEM SUPPORT SERVICE LEVEL OBJECTIVES STANDARD BUSINESS HOURS TECHNICAL SERVICE Avaya Inc. All rights reserved. Page 2 of 7

3 1 Introduction Avaya is extending video market leadership with the introduction of an Avaya branded, hosted Video Conferencing-as-a-Service (VCaaS or the Service ). The Service will be branded AvayaLive Video and is being made available to Customers either directly or indirectly through an Avaya Channel Partner The offer can be described as follows: US and Canada offer only. Solution supports Avaya Scopia desktop / mobile video rooms, as well as integration with a company s existing H.323 room system equipment. VMRs will be sold on a named user basis (ie. Not to be a shared resource, this is a per user model) Billing: Monthly Avaya will host internally (manage, maintain, support) the Scopia video infrastructure. If you are purchasing AvayaLive Video Service from an Avaya Channel Partner, please contact them for all issues on Pricing, Billing, Support and any other questions you may have on this Service. 2 AvayaLive Video Service Features 2.1 Service Features The AvayaLive Video solution will support the following features: AvayaLive Video Standard Offer o Dedicated hosted virtual video meeting rooms ( VMRs ) for each meeting host o A pre-defined scale of meeting participants (25 concurrent participants) o Persistent video presence for a number of meeting participants o High Definition quality video and audio o Built-in moderator controls o Audio dial in o Support for desktop (PC/Mac) devices o Support for mobile devices (Android, ios) o Content sharing: presentation / collaboration o Group chat/private chat o Security (tenant separation & encryption AES 128 by default) o Customer reports on usage o Service ticketing and reporting for Tier 2-4 via support.avaya.com o Microsoft Desktop Outlook Plug-in o Support of traditional IP video conferencing endpoints (H.323) o Support of traditional standards based IP video conferencing endpoints (H.323) at 1080p HD 2.2 Scopia Desktop Configuration The maximum time limit for any meeting will be limited to 8 hours

4 The meeting will terminate automatically if only one person is still in the meeting after 15 minutes. Default room settings are: o 1080p resolution o 768 kbps max call rate o Waiting room on o Desktop sharing on o Content slider on o Chat on o Raise hand on o PIN o Encryption on o Microphone off when joining o Auto continuous presence layout on MCU 3 SERVICES TERMS 3.1 Term of Service The Initial Service Order Term shall be a minimum of one month from the date of Service activation if it is a monthly subscription purchase. The Service Order Term shall collectively be the Initial Service Order Term and any renewal order term (see section 3.3, below), unless terminated earlier in accordance with the terms herein. 3.2 Service Activation The Service will be deemed to be activated for Service on any working day (Monday to Friday excluding National holidays of Avaya) after AvayaLive Video is provisioned for Customer. 3.3 Renewals Unless Customer declines auto-renewal prior to the expiration of the current Service Order Term, the Service will renew automatically for a successive term of Service equal to the prior term. If Customer is purchasing using a credit card, the card will be billed monthly until Customer specifically cancels. Avaya reserves the right to adjust the pricing and other terms for subsequent order terms. 3.4 Billing Unless otherwise specified by Avaya, billing for the Service will be done on a monthly basis in arrears. The invoice will reflect the subscription based on the initial order and any additional subscription during the quarter. Annual prepaid contracts will not be billed monthly. 3.5 Amendments to existing orders While a Service Order Term is in effect, Customer may order additional VMRs for the remaining duration of the existing Service Order Term. These can be procured under the same commercial terms as the initial order. There will be no additional processing charges. If there is a price change, the new additions will be serviced at the new price. 3.6 Changes to the Service Avaya may at its sole discretion modify the aspects, features, or functionality of the Service without prior notice. Notwithstanding the foregoing, Avaya will endeavor to provide Customer with fifteen (15) days prior notice for any material changes.

5 3.7 Software Updates The AvayaLive Video platform, on which the Service is based, will require updates from time to time. Updates may take the form of bug fixes, changes in the desktop Client, new or enhanced functionality, new software modules, and updated or new versions of the software, and are intended to improve or enhance the Service. Customer agrees to receive such updates as part of its subscription to the Service. 3.8 Terms of Use for the Service Access or use by Customer of the Service constitutes Customer s agreement to the Terms of Use for Hosted Services set forth at or a successor site designated by Avaya, or made otherwise available by Avaya upon request. If Customer does not agree to such Terms of Use, Customer must not use the Service. Customer s right to use the Service will at all times be conditioned on compliance with payment obligations for the Service and compliance with such Terms of Use. If there is an express conflict between the terms of this Service Description, the Terms of Use, and the subscriber s customer agreement with Avaya, the terms of this Service Description will govern, followed next by the Terms of Use, and finally followed by subscriber s customer agreement with Avaya. 3.9 Notice of Security Breach. Avaya retains the right to provide notice of security breaches as necessary to comply with applicable laws and regulations. Customer is responsible for all costs of notifying the Customer s employees and its customers of a security breach. 4 TERMINATION OF SERVICE 4.1 Termination for Cause Either party may terminate the Service upon notice to the other if the other party fails to cure any material breach of this Service Description or the Terms of Use within a fifteen (15) days period after having received a written notice from the non-breaching party detailing the breach and requesting the breach is cured. In the event that Customer terminates due to an uncured, material breach hereunder by Avaya, Customer will not be refunded unused portion of the fee for the remainder of the Service Order Term and will be required to pay Avaya in full for all fees owing up until the month of termination. In the event that Avaya terminates for cause, in addition to Customer being responsible for all fees owing up until the date of termination, Customer will forfeit the remainder of the Order term. Avaya is also entitled to any other rights and remedies available to it as a matter of contract, law, and equity or otherwise. 4.2 Termination for Convenience Either party may terminate the Service for convenience upon fifteen (15) days prior notice to the other. In the event of Customer s termination for convenience, Customer will be required to pay in-full all obligations for the remainder of the Service term. By way of example, if Customer terminates a Service order for convenience effective any time during the month, Customer shall pay Avaya the subscription fees for that month. On an Annual Pre-Pay contract, any cancellations that occur before the contract ends will not be entitled to a refund. 4.3 Effect of Termination or Expiration In the event of termination or expiration of the Service for any reasons including no purchase

6 order from the Customer, Customer shall immediately cease use of the Service and permanently destroy all documentation, training materials and confidential information associated with the Service within Customer s possession or control. All access to the Service shall cease immediately upon the termination or expiration of the Service. 5 AVAILABILITY, MAINTENANCE & SUPPORT 5.1 Availability Availability Objectives How Calculated Interval Target Availability means the Service is accessible and functional for the Customer; provided, however, the Availability measured over a period of 3 months and excluding the following: 90-day 99.5% Service shall be deemed to be 1. planned maintenance unavailable for determining Availability compliance only if the Service is 2. unplanned emergency maintenance unusable, for example, as a result of a severe degradation of software response time, provided that Customer has met the operating environment requirements such as Windows or Mac desktops with proper bandwidth availability. 3. other events outside Avaya s control 5.2 Maintenance Activity Maintenance activity on the hosting infrastructure and the AvayaLive Video application will be required from time to time. For planned maintenance activity, Customer will be provided with a written notification ( , posted on WIKI & support.avaya.com) at least 1 week in advance of the planned date. For urgent maintenance activity, Customer will be provided with a written notification ( , posted on WIKI & support.avaya.com) of the proposed time and duration, including an advisory of the risks and potential outcome of not performing the maintenance activity. Avaya reserves the right to perform the urgent maintenance as notified. Maintenance is deemed urgent when there is a risk that degraded performance or other service impact will result if the maintenance is not conducted expediently. 5.3 Reporting a Problem Customer can report a problem to Avaya Global Support Services (GSS) via the AvayaLive.com website. Upon receipt of a service request, Avaya will perform troubleshooting and diagnostics to isolate the problem and to determine whether the Service is working in accordance with Avaya s standard and published documentation, including all associated application and configuration notes. 5.4 Support Service Level Objectives Avaya will use commercially reasonable efforts to commence support for remote support according to the following table: SERVICE REQUEST DEFINITION RESPONSE

7 Severity 1 Critical Severity 2 High Severity 3 Medium Severity 4 Low The Service is totally out of service with no acceptable work around resulting in a loss of service affecting all end users The Service is operating with severely reduced functionality causing impact to the Customer s business operations, or the loss of service impacting more than twenty five percent (25%) of all end users The Service is operating with reduced functionality causing little or no impact to the Customer s business operations, or the loss of service to less than twenty-five percent (25%) of all end users The Service is operating with full functionality and a service request for information on features, configuration or use of Supported Product needs to be tracked to completion Within 2 hours Within 4 hours Within 4 Standard Business Hours Within 8 Standard Business Hours 5.5 Standard Business Hours Monday through Friday (or any other local period of five (5) consecutive working days according to local custom) between the hours of 8:00 a.m. and 9:00 p.m. US Eastern Time, excluding Avaya observed holidays (a list is available upon request). 6 Technical Service Potential Customer issues that can be resolved using the Knowledge database at AvayaLive.com include: Downloading and installing the PC or Mobile application Installing and configuring cameras and audio devices Installing the Outlook plug-in Setting up a meeting Joining a virtual room Participating in a meeting with audio and video Viewing content Sharing content Text chat Moderating a meeting Inviting other participants to join a virtual room Inviting video conferencing room systems to join VMRs Moves, adds, changes to existing virtual rooms Troubleshooting audio or video quality Troubleshooting video conferencing room system integration issues Identifying bandwidth issues at the Customer site Password management Answer any billing questions that may arise.