Software Maintenance and Technical Support

Overview


PlayBox Technology offers a premium 24 x 7 x 365 Customer Support programme as a supplementary addition to the standard Annual Software Maintenance & Technical Support (ASM&TS).


PlayBox Technology can provide On-site Service, Training and Consulting at the current published charge-out rates.


Prerequisites 


Fully paid-up Annual Software Maintenance & Technical Support (ASM&TS) that is valid for the period of this contract is mandatory for this contract to be valid. This contract overrides the support and response times mentioned in the separate ASM&TS which is applicable when 24/7 support is not taken


Costs


 It is accepted that the costs for the Annual Software Maintenance and Standard Technical Support (ASM&TS) has been fully met by the Client to enter into the 24/7 Support Contract. 


Service Support Options


24/7 Contract

  • On-line live technical support - LiveChat - 24/7, SLA applicable
  • Email technical support  - 24/7, SLA applicable
  • Telephone  technical support - 24/7, SLA applicable
  • Severity 1 Critical Issues - SLA applicable
  • Severity 2 Non-Critical Issues  - SLA applicable
  • Software Upgrades - Fixes, Patches and Software Upgrades are Available


 AM&TS - Contract  (Mandatory in 1st Year and Renewable Yearly Contract)

  • On-line live technical support - LiveChat - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays
  • Email technical support  - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays
  • Telephone  technical support - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays
  • Severity 1 Critical Issues -  As soon as possible  
  • Severity 2 Non-Critical Issues  -  Answered within 24 hours 
  • Software Upgrades - Fixes, Patches and Software Upgrades are Available

 

AM&TS -  No Contract (outside warranty) (No Contract Taken) 

  • On-line live technical support - LiveChat - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays
  • Email technical support  - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays
  • Telephone  technical support - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays
  • Severity 1 Critical Issues -  Answered within 24 hours 
  • Severity 2 Non-Critical Issues  -  Answered within 48 hours 
  • Software Upgrades - Fixes, Patches and Software Upgrades are not Available


Documentation


PlayBox Technology will furnish the Customer with all relevant documentation in the English language with regard to Upgrades, Error Corrections and Enhancements. Downloads are available from PlayBox Technology System’s web site at no additional costs (Note: The Customer is free to secure translation of such documentation, but must seek written permission from PlayBox Technology before activating the translation


Support process


During office hours this call will be handled directly by the PlayBox Technology Customer Support team. Outside office hours the call will divert to the PlayBox Technology 24/7 Global Customer Support Centres.


Normal hardware warranties apply. If a returned component is covered by the manufactures warranty and it is exchanged FOC to PlayBox Technology, then no further charges will be passed on to the Customer. However if after diagnostics the component is not covered by the manufactures warranty, then the Customer will be billed the full amount of the replacement component. Shipping to and from PlayBox Technology is for the Customer’s account.


NOTE 1: All requests for Support must be by sending a full report to PlayBox Technology that consists of 1. PlayBox Doctor Report log file, 2. Description of the fault or Issue in words and 3. A Screen Grab of the fault, PlayBox Technology will remotely access the server to rectify the problem based on the Service Level Table . Failure to send the required report may slow down the error correction process.

NOTE 2: Any faults that are due to incorrect operation of PlayBox Technology Servers or Software that are due to, but not limited to, playing unsupported file formats, playing non quality tested content, altering of any settings in the servers or software, viruses on the servers etc. that result in any failure of the systems or software will not be covered under this agreement and PlayBox Technology may optionally charge for any error correction or repair.

NOTE 3: This agreement does not cover any faults that have been determined by PlayBox Technology that will require a visit to site to make the necessary repairs to restore normal service. Any such fault will be reported to the client and any repair costs will be agreed before making any repairs


Support procedures


Live Chat

PlayBox Technology On-Line Technical Support, LiveChat is available 24/7 via the Internet.


Email

  •  Response time from the Customer Support Engineer will be based on the Service Level Table.
  • All emails will be logged and a tracking number sent to the Customer.


Telephone

  • PlayBox Technology Customer Support will call the customer as outlined in the Service Level Table 
  • All calls will be logged and a tracking number sent to the Customer.


Service Level 


Severity 1 - Critical Issues -  Complete system failure resulting in loss of server function where no workaround is available and affecting service

  • Response  - up to  30 mins
  • Remedy - up to 5 hours
  • Restoration - up to 5 days


Severity 2 High -  Significant fault or problem, resulting in partial loss of server function but where a workaround is available and limiting service 

  • Response  - up to  60 mins
  • Remedy - up to 6 hours
  • Restoration - up to 10 days


Severity 3 Medium -   Minor problem slightly affecting service.  

  • Response  - up to  120 mins
  • Remedy - up to 4  days
  • Restoration - next software update


Severity 4 Low -    Minor problem not affecting service.  

  • Response  - up to 240 mins
  • Remedy - up to 10  days
  • Restoration - next software update

* "day” means Business Hours limited to Monday to Friday and excluding weekends and UK public holidays.

**  "response”  means  a  return  call  or  written  response  via  e-mail  from  our  customer service engineer or representative to manage resolution of the relevant fault. 

***  "remedy” shall mean the action(s) required solving a problem by limiting its effect (workaround). A Remedy may cause temporary minor restrictions in the use of the System. A Remedy is temporary and needs further resolution activities. 

****  "restoration” shall mean the actions(s) required preventing the re-occurrence of a problem and/or any underlying causes of a problem. When Restoration is implemented, the System is restored to the state it was in before the problem had occurred. 


Escalation procedure


PlayBox Technology aims to provide exceptional customer service with all the issues reported to Customer Support dealt with in a responsive and effective manner. If this does not happen then it is very important to us that our customers are able to quickly bring this to our attention so that we can take appropriate action.


The following  details the automatic escalation process and should be followed if you wish to escalate any service issue.

 

  • Initial Fault or Issue - Escalation Level 0 -  The customer reports to the dedicated 24/7 hotline  as per the Support Procedures - the initial support call is taken by a Level 1 Engineer who will assess the severity of the issue to ascertain the appropriate course of action to restore normal operation. This process will issue a Service ticket which is emailed to the Customer. This ensures that issues can be tracked, monitored and reported on.
  •  Escalation Level 1 -   If the Level 1 Engineer is unable to rectify the issue, it is escalated to a Level 2 Engineer who will take over the issue and the service log is updated accordingly. 
  •  Escalation Level 2  -  If the Level 2 Engineer is unable to rectify the issue; it is escalated to the Support Manager. 
  •  Escalation Level 3  -  If the Support Manager is unable to rectify the issue; it is escalated to the Head of Support.