Customer Care Service Level Agreements

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1 HIGHLIGHTS Unified, comprehensive service and support Encompasses all Harmonic products and technologies Choice of plans to meet a customer s self-support capabilities and infrastructure complexity Fast, predictable RMA response times Available 24/7/365 TAC access Industry-leading field engineer expertise Software maintenance and features releases Priority case management and escalation Integrated ecosystem troubleshooting CUSTOMER-FOCUSED, COMPREHENSIVE SUPPORT Broadcasters and service providers can t afford downtime. But staying on air demands more than just reliable technology. When equipment experiences a problem, support needs to be fast and flexible, able to adapt to the unique needs of your business. Affordability is crucial as well; after all, a support plan should protect your investment, not detract from it. Most importantly, your support provider needs to understand intimately the mission-critical nature of your business. Loss of content, workflow efficiency or worse yet your signal is not an option. Harmonic has you covered. Our Harmonic Customer Care service level agreement (SLA) plans raise the bar for world-class service and support. Encompassing all of our products and technologies, Harmonic Customer Care plans deliver peace of mind by ensuring the ongoing performance of your Harmonic video infrastructure systems. Options allow you to adapt the specifics of service delivery to your needs across diverse markets, regions and applications. Centered on the exacting requirements of content creators, broadcasters and service providers, Harmonic SLAs are designed to complement the way you do business by taking into account your hardware spare strategies, software upgrade requirements and self-support capabilities. The plans largely eliminate the need for custom SLA contracts and their associated administrative costs, and the majority of our customers will find that they provide an efficient, consistent and integrated service and support experience. Of course, one size doesn t fit all, so plan flexibility is key to ensuring your satisfaction. That s why certain support parameters are customizable, such as RMA turnaround times. This approach allows Harmonic SLAs to cover a wide spectrum of support needs for all system environments and customer requirements. 1

2 Support Levels Designed to augment Harmonic s standard product warranties, Harmonic Customer Care plans provide comprehensive, extended service and support for all Harmonic products in your operation for a minimum term of one year. The plans are available in two pre-bundled levels: Standard and Premium. The choice of plan is generally based on three key factors: The economic impact of system downtime on your operation Your self-support capabilities The complexity of your infrastructure Standard Customer Care SLA Harmonic s Standard Customer Care SLA covers the entire Harmonic system, including software and hardware, and offers software upgrades for feature and maintenance releases (except some features that may be separately priced or licensed), as well as five-day RMA response times for hardware product advance replacement. Access to the Harmonic Technical Assistance Center (TAC) is available during local standard business hours, with tiered response times depending upon case severity. Round-the-clock 24/7/365 TAC support for Severity 1 issues is also available. This plan is ideal for most operations where the economic impact of downtime is relatively low and self-support capabilities are significant. Premium Customer Care SLA Harmonic s Premium Customer Care SLA covers the entire Harmonic system, including software and hardware, and offers software upgrades for feature and maintenance releases (except some features that may be separately priced or licensed). Three-day RMA response time is provided for hardware product advance replacement, with an option for next business day RMA service. Access to the Harmonic TAC is provided 24/7/365, with tiered response times depending upon case severity. Limited on-site field support is included, and response times can be as soon as 24 hours after initial contact, depending on severity. This plan is ideal for most operations where the economic impact of downtime is high and self-support capabilities may be limited or require augmentation. Standard Customer Care SLA Plan Features General TAC support: Monday-Friday, 8 a.m.-5 p.m., local time Severity 1 support: 24/7/365 Five-day standard RMA turnaround, with options for three-day or next business day service On-site field support available (additional cost) Hardware and software maintenance and feature releases included (except features that are separately priced or licensed) Premium Customer Care SLA Plan Features General TAC support for all severity levels: 24/7/365 Three-day standard RMA turnaround, with option for next business day service Limited on-site field support included Technical account manager and lead field engineer available (additional cost) Hardware and software maintenance and feature releases included (except features that are separately priced or licensed) 2

3 SLA Plan Comparison Matrix Attribute Details Standard SLA Premium SLA Standard Warranty Technical Assistance Center (TAC) Availability 8 a.m.-5 p.m., M-F, local time 24/7/365 for Severity 1 Response Time Initial TAC Severity 1 TSE Severity 2 TSE Severity 3 TSE Field Support On-Site 1 Severity 1 On-Site Software & Firmware Upgrades Maintenance Releases Feature Releases 2 5 min. 1 hr. 4 hr. 8 hr. T&M T&M Hardware Replacement RMA Response Time 5 days standard (upgradable to 3 day or next business day Designated Resources (1) Limited on-site (2) Unless separately priced (3) Returns to factory for repair or replacement at discretion of Harmonic Technical Account Manager Lead Field Engineer No No 24/7/365 8 a.m.- 5 p.m., M-F, local time 5 min. 30 min. 2 hr. 4 hr. 48 hrs. 24 hrs. 3 days standard (upgradable to next business day) Optional Optional No 30 days 3 3

4 FIRST-CLASS SERVICE ON A GLOBAL LEVEL Harmonic s Global Support Network EMEA HQ Farnborough, UK GLOBAL/ AMERICAS HQ San Jose, CA APAC HQ Hong Kong AMERICAS EMEA APAC San Jose, CA Oregon Nevada New York Wisconsin Georgia Maryland New Hampshire Rhode Island Colorado Texas Florida North Carolina New Jersey Massachusetts Missouri Wyoming Virginia South Carolina Argentina (Buenos Aires) Mexico (Mexico City) Brazil (Sao Paulo) UK (Farnborough) France (Paris) Spain (Madrid) Germany (Weisbaden) Israel (Caesarea, Rosh Ha ayin) UAE (Dubai) Russia (Moscow) India (Mumbai, New Delhi, Kolkata) Switzerland (Fribourg) Hong Kong Singapore China (Beijing) Thailand (Bangkok) Australia (Sydney) South Korea (Seoul) Japan (Tokyo) Guangdong Harmonic Customer Care plans are an integral part of Harmonic Global Services, an array of service and support programs that include system design, service deployment, technical support and professional services such as project management, system integration, installation and commissioning. Our global network of local support professionals, serving over 1,800 customers on six continents in 110 countries, offers a flexible and responsive team that you can rely on to maintain media infrastructures at every level of complexity. Our advanced follow the sun TAC makes 24/7/365 access available globally to all customers for all Harmonic technologies, while worldwide hardware repair capabilities with regional depots and expedited replacement logistics ensure that downtime is minimized, wherever the customer location. Harmonic Global Services is unique in the extent to which it covers every stage in the product life cycle. We have the ability to perform remote, proactive checkups, for instance, allowing Harmonic engineers to spot potential issues before they become more serious and cause a system failure. This hands-on approach also helps you to optimize Harmonic system performance and maximize ROI. 4

5 HARDWARE ADVANCE EXCHANGE Harmonic offers advance replacement options for all its product families, and our spares operation has local depots around the world. In major world markets, Harmonic commits to delivering advance replacement parts to the customer s premise per the terms of the purchased SLA. For all other regions, or baseline territories, Harmonic commits to delivering parts to the nearest port of entry. The default hardware RMA response times are five days for the Standard SLA plan and three days for the Premium SLA plan, where available. RMA response times are contingent on the customer s place of business. Options are available for both plans to reduce response time to as fast as the next business day at additional cost; the SLA price premium is added as the response time is shortened. ON-SITE SPARES Customers with the most stringent spare-part delivery response requirements, or those with exceptionally large or complex system architectures, should consider the purchase of an on-site spares kit to ensure the highest degree of spares availability. Upon request, Harmonic technical support personnel will analyze a customer s system architecture and recommend an On-Site Spares kit customized to meet the unique requirements of each Harmonic system. Harmonic provides standard warranty and service plan coverage for any product purchased as part of an On-Site Spares kit. 5

6 Technical Support Definitions, Reach and Limitations Technical Assistance Center (Remote Support) Harmonic is pleased to offer its Premium SLA customers round-the-clock, 24/7/365 access to the TAC for all support issues. For minor or non-service-affecting issues, Standard SLA customers may contact the TAC during local business hours (Monday-Friday, 8 a.m.-5 p.m.); 24/7/365 TAC support for Severity 1 issues is available. TAC response times will follow the severity levels specified for each SLA level (see the SLA Plan Comparison Matrix on page 3). Case Severity Definitions Type Severity 1 or Critical Severity 2 or Major Severity 3 or Minor Definition A service-affecting issue with major impact on delivery of services to the customer s end user. This problem causes all (or substantially all) of a Harmonic-supported system to be functionally inoperative, severely affecting video service delivery to the customer s subscribers and requiring immediate corrective action. A service-affecting issue with major degradation of service quality, but service to the customer s end user is not interrupted. This problem in a Harmonic-supported system causes the loss of one or more major functions, including perceptible degradation or interruption of video service delivery to the customer s subscribers, or seriously affecting the customer s ability to operate, administer or maintain their system, and requires immediate attention. The urgency is lower than Critical because of a less-immediate or impending effect on system performance and the customer s subscribers, operation and revenue. An operational or service issue that may be service-affecting but with no significant degradation of service quality to the customer s end users. The problem in the Harmonic-supported system disables specific noncritical functions. The lost or degraded functionality impairs customer s ability to operate, administer or maintain the system but does not significantly affect video service delivery to the customer s subscribers. On-Site Technical Support Services Limited on-site field support is included for Premium SLA customers. Our highly trained engineers provide front-line support for emergency issues, and perform troubleshooting, problem isolation and resolution. An on-site technical account manager or lead field engineer is also available at an additional cost. Customers may also purchase On-Site Service Days for any type of post-sale, on-site technical support visit, including system tuning, commissioning, preventative maintenance, troubleshooting, break-fix, system architecture/design review or product upgrades. 6

7 Software and Firmware Upgrades Maintenance and feature releases for Harmonic software are included with all Harmonic SLA plans, except for features that are separately priced or licensed. Harmonic will make new software releases available upon customer request. Updates/upgrades are not pushed by Harmonic, but bulletins announcing new releases may be distributed to customers covered by a Customer Care SLA. The SLA coverage does not include services relating to the upgrade, although representatives in the TAC are available to answer questions or make recommendations for upgrades. Upgrade services may be purchased in the form of Professional Services (i.e., SCTC). Firmware releases that are applicable to the covered hardware are available to customers in different forms depending on the product type. SLA Operation Reports As part of the Premium SLA plan, customers may request periodic reports with details of the support provided by Harmonic, including quantitative and qualitative data. 7

8 YOUR SUCCESS IS OUR GOAL Harmonic is committed to your success, and this commitment has resulted in an outstanding reputation for service and support. Our goal is to continue to build on this strength through trusted partnerships with our customers by delivering a world-class service and support infrastructure, and through our dedication and responsiveness to meeting our customers needs. ORDERING SERVICE LEVEL AGREEMENTS Harmonic s Standard and Premium Customer Care SLAs are designed to meet the needs of most customers. In addition to the plan options described in this document, configuration options include the date on which your SLA starts, invoicing terms and length of coverage. A Harmonic service sales representative will help you select the SLA that best matches your business needs. For SLA quotations please write us at: service.renewals@harmonicinc.com. ACCESS TO SUPPORT Region Telephone Technical Support Americas (888.MPEG.TWO) or support@harmonicinc.com EMEA support.emea@harmonicinc.com China chinasupport@harmonicinc.com Japan japansupport@harmonicinc.com Asia Pacific (excluding China and Japan) apacsupport@harmonicinc.com Access to Knowledge Base Center Please contact your regional center to request access 2013 Harmonic Inc. All rights reserved. Harmonic and the Harmonic logo are trademarks, registered trademarks or service marks of Harmonic Inc. in the United States and other countries. Other company, product and service names mentioned herein may be trademarks or service marks of their respective owners. All product and application features and specifications are subject to change at Harmonic s sole discretion at any time and without notice