Purpose

For the purpose of this contract, VIderi Canvases and any other devices deployed by Videri to customers will be known as "Videri devices", collectively. This contract outlines how the Videri Customer Support Team will assist customers in operating and maintaining Videri devices. The Videri Support Team and all other Videri teams are obligated to provide assistance only during the lifetime of a Videri device.

This document shall remain valid until revised or terminated.

As outlined here, support requires cooperation between, and assistance of, the following three entities:

• Customer or customer-appointed entity responsible for maintaining and managing Videri devices.
• Customer IT department or customer-appointed IT team responsible for maintaining network and internet connectivity on-site.
• Videri Customer Support Team

Organizational Responsibilities

Customer

• Ensure the proper operation of the Videri devices as these devices are designed to be used.
• Ensure appropriate training processes are in place internally to ensure the correct usage of the devices.
• Report promptly any issues affecting the proper functionality of the Videri devices or Applications to Videri Customer Support for resolution.
• Provide local responsive and timely (per issue priority) hands-on assistance to the remote Videri Support Specialist including but not limited to issue clarification, troubleshooting and confirmation upon resolution of reported issues.

Customer IT department

• Assist with the network requirements and access credentials during the device deployment, as needed.
• Maintain network connectivity to  Videri devices and ensure the network remains compliant with the current Videri Network Requirements document.
• Inform the Videri Support team at least a week ahead of any planned network changes. 

Videri Customer Support

• Act as the first point of contact on Videri’s end for customers requiring issue resolution, system configuration modifications, clarification on product usage, information requests, initial deployment assistance, product change requests, etc.
• Resolve or provide workarounds to any reported issue per the proposed SLA (service level agreements) described below.
• Coordinate with other departments on behalf of the customer for any existing open issues or RMA (return merchandise authorization) requests.
• Provide the customer with training materials or access to the Videri Knowledge Base for future self-diagnosis and resolution

Contact information and escalation points

Reporting an Issue

When submitting an issue by email, customers or customer-appointed representatives are to include  the following information in the body of the email:

Issue description:

• A detailed description of the issue.
• Steps you have taken to attempt to fix the issue (power-cycle, re-provisioning, re-create the schedule, etc.)
• Screenshots, photographs, or videos relevant to the issue..

Device-related issue:

• Serial Number OR Group and Device Name.
• Last time the device unit was functioning normally.
• Device current condition: online status, assets/playlists currently on display, etc.

Software Information:

• Complete URL of the group your Device is provisioned under.
• Asset, Project, or any other information that can assist to locate the issue.

Contact information:

• Contact name (if not the reporter.)
• Contact phone number.

After An Issue is Reported:

• A ticket will be generated within the Videri Support Portal (support.videri.com).
• The reporter will receive an automatic email response with a ticket number.
• A support agent will contact the reporter within an hour (during support hours.)
• Troubleshooting will be performed remotely, with customer assistance as required.
• If a solution is found, the issue will be addressed.
• Upon customer confirmation, the request will be closed.

Issue Severity Levels and Client Support

The following table describes the actions to be undertaken by support depending on an issue’s severity level.