TABLE OF CONTENTS 1. SERVICE DESCRIPTION 2 2. SUPPORT OPTIONS 2 3. SERVICE SUPPORT HOURS 3 4. MONITORING AND OUTAGES 3 5. SERVICE LEVEL AGREEMENT 4 6. PLANNED MAINTENANCE AND UPGRADES 5 7. TARGET UPTIME 5 8. CUSTOMER RESPONSIBILITY 6 9. ADDITIONAL 6 1
1. SERVICE DESCRIPTION 1.1 This document outlines the support processes in place between CentraStage and customers/users of the CentraStage cloud platform. 2. SUPPORT OPTIONS 2.1 CentraStage provides support for CentraStage platform via the following methods; 2.2 CentraStage Community - http://community.centrastage.com 2.2.1 The CentraStage Community operates as both a knowledgebase and as a means to ask questions, raise problems or report bugs. Customers are able to post their technical query in the CentraStage Community under either the Report a Problem or Ask a Question sections. 2.2.2 In the event that an issue is escalated to the development team a development case number will be assigned. The customer will then be informed of the case number. 2.2.3 If the bug has previously been reported, the customer will be informed of the existing Development case number. 2.2.4 Release notes will document bug fixes by Development case number after each release. The customer is expected to check the release notes for fixes of bugs. 2.3 Tickets - http://ticket.centrastage.com 2.3.1 For issues that cannot be resolved using the CentraStage Community, customers may submit a ticket using the CentraStage ticket portal. This option enables the customer to create a support ticket based on details supplied at the time of submittal. 2.3.2 A ticket number is assigned at the time of creation and is required for tracking purposes by the CentraStage support team. Ticket response times will adhere to the "Target Response Times" guidelines published below. 2.3.3 The primary mode of communication is electronic via ticket updates that can be viewed from the customer call logging facility, referencing the assigned ticket number. 2
2.3.4 An email will accompany any new tickets and updates made to existing tickets. 2.3.5 For tickets that cannot be resolved using electronic communications, outbound telephone support is prioritised based on severity (as described below). A ticket must be filed in order to be eligible to receive telephone support. In such cases, CentraStage will telephone customers regarding the highest severity issues in order to assist with resolution. No service level is applied to inbound calls as availability is limited. 2.3.6 When submitting a new incident you are requested to supply as much detail as possible for The CentraStage support team to properly identify and diagnose the issue. This information should include, but is not limited to: (d) (e) (f) A general description of the operating environment. A reproducible step by step/walkthrough that demonstrates the specific usage that causes the product problem being reported. Log files. Exact wording of all related error messages, including screenshots as appropriate. A full description of the Incident and expected results. Any special circumstances surrounding the discovery of the Incident. 3. SERVICE SUPPORT HOURS 3.1 CentraStage standard hours of support are between 09:00hrs and 17:30hrs UTC, Monday to Friday. Support cannot be expected on weekends or public holidays. 4. MONITORING AND OUTAGES 4.1 CentraStage systems are monitored 24/7/365. 4.2 The monitoring systems encompass the following checks on the service: (d) Uptime Response time Application Monitoring Database monitoring 3
4.3 In the event of an alarm from one of our monitoring systems, CentraStage support staff will be alerted. 4.4 Customers will be made aware of any outage by email. A Service Status will also be added to the CentraStage Community. Any Community Problems raised detailing an outage received after the CentraStage outage email and community posting have been issued, will not be responded to because the issue will be managed through the Community Service Status post and bulk Service Status emails. 5. SERVICE LEVEL AGREEMENT 5.1 Target response times to tickets logged on the CentraStage Ticket portal and are based on the severity of the issue. The following outlines the expected response time: Critical High Priority Definition Target Response Medium Low One or both of the following conditions: The CentraStage Manager (CSM) is not available for all users to access, or all CentraStage Agents (CAG) are not able to connect to the platform. In the event of a system outage it may not be possible to respond individually to each call, therefore, the procedure detailed in section 4 (Monitoring and Outages) will be followed. One or more of the five core features are unavailable in their entirety to all customers: Audit, Management (execution of jobs), Monitoring and Alerts, Support (CAG to CAG connections) and Reporting. Recoverable errors displayed in either the CentraStage Manager (CSM) or CentraStage Agent (CAG). Questions not covered by the Knowledgebase, unexpected behaviour, configuration, how to, etc. 30 minutes 1 hour 8 hours 24 hours 5.2 If a code change is required to resolve an issue, an estimate will be provided to the customer of an expected delivery of a fix. It should be noted that the majority of product updates come in the form of a "hotfix" or sprint release which is a very isolated update of the code addressing specific issues. "Hotfixes" or sprints do go through a quality management process but may unintentionally affect other operational aspects of the CentraStage system. Development will continue to monitor these "hotfixes" or sprints and resolve any unforeseen operational impacts as quickly as possible. 4
6. PLANNED MAINTENANCE AND UPGRADES 6.1 In the event of CentraStage instigated maintenance or software upgrade on the server platforms, CentraStage will inform the customer at least 5 days prior to commencement of the work. 6.2 Notification of planned maintenance and major feature upgrades will be made to customers via email, service status updates on the CentraStage Community, the @centrastage_ops twitter feed and the CentraStage Message of the Day facility. 6.3 Notification of Hotfixes or Sprint releases will be made via CentraStage Community and associated twitter feed. 6.4 On occasion CentraStage may deem it necessary to roll out an Emergency update. In this instance, customers will be alerted of the Emergency change, by the means previously stated, no sooner than 8 hour prior to the update. 7. TARGET UPTIME 7.1 The CentraStage Service will have a target availability of 99.5% each calendar month. 7.2 The availability of the CentraStage Services for a given month will be calculated according to the following formula (referred to herein as the Availability ): Where: Total minutes in the month= TMM; Total minutes in month Unavailable = TMU; and: Availability = ((TMM-TMU) x 100)/TMM. 7.3 Maintenance and Other Exceptions 7.3.1 A CentraStage Service will not be considered to be unavailable for any outage that results from any maintenance performed by CentraStage; Of which Customer is notified at least 24 hours in advance. During CentraStage then-current standard maintenance windows (collectively referred to herein as Scheduled Maintenance ). As a result of Customer s request outside of the normally scheduled maintenance. 7.3.2 A CentraStage service will not be considered unavailable for any outage due to; Customer's Data or application programming, acts or omissions of Customer or its agents, failures of equipment 5
or facilities provided by Customer, network unavailability or bandwidth limitations outside of the CentraStage network. Issues arising from bugs or other problems in the software, firmware or hardware of CentraStage suppliers. Force majeure events. 7.3.3 The configuration being provided under this SLA is based on assumptions made by Customer and based on information provided by Customer. As a result, CentraStage will not be responsible, under this agreement or otherwise, for any outages or performance issues caused by inaccuracies in these assumptions, including equipment and software failures or performance problems caused by traffic volume or the number of concurrent user sessions. 8. CUSTOMER RESPONSIBILITY 8.1 The obligation of CentraStage to provide Support is conditioned upon the customer: 8.1.1 Using the CentraStage Community to research topics and potential resolutions prior to submitting an incident. 8.1.2 Making reasonable efforts to resolve any Incident after obtaining a proposed resolution from CentraStage. 8.1.3 Using best efforts providing CentraStage, at the reasonable request of CentraStage, with data, information, assistance, materials as necessary. 8.1.4 Eliminating the potential conflict on non-centrastage products interfering with CentraStage product operation. 8.1.5 Ensuring that the local operating environment is working correctly and any issue they may be experiencing is not caused by a network or facilities failure at the device location. 9. ADDITIONAL 9.1 CentraStage does not provide any support for issues caused by; 9.1.1 Incorporation or appendix of a feature, program or device to the product or any part thereof. 9.1.2 Any issues caused by accident, neglect, misuse, alteration, modification or enhancement of the product. 6
9.1.3 The failure to provide a suitable installation or operating environment. 9.1.4 Use of the product for other than the specific purpose for which the product is designed. 9.1.5 Use of the product in any operating environment other than one certified by CentraStage for the product. 9.1.6 Failure to incorporate any Releases previously provided by CentraStage which corrected such problem. CentraStage reserves the right to change this Managed Support Policy. 7