Prisma Partner Support Policy

Products

Products covered under this schedule include Hosted solutions.

Services

Support services consist of: (a) providing consultative support regarding certified partnerships (b) providing fixes, workarounds and error corrections. For purposes of clarification, maintenance and support services cover all customizations, updates, fixes, workarounds, error corrections and other developments generally provided by Mediaocean for the software and services.

Definitions

Business Hours: Support hours of operation are Monday-Friday based on region as below, excluding regional holidays and planned Mediaocean office closures. Coverage notices are posted on the Mediaocean support portal.

North America – 8:00 AM ET to 6:00 PM ET

United Kingdom - 9:00 AM GMT to 5:00 PM GMT

Data Fix: Refers to correction of bad data.

Emergency Release/Hot Fix: Refers to release reserved for extremely critical issues with significant impact.

Partner: Refers to individuals representing the integrated platform(s) that Prisma has partnered with.

Customer: Refers to the end-user working within the Prisma platform directly.  The customer may or may not be utilizing a Prisma partner integration directly. 

Error: Refers to either a disruptive event, a failure to deliver expected data, or an incident of non-functioning application that indicates some part of the system is not working as designed.

Hosted: Refers to applications run by Mediaocean on Mediaocean’s infrastructure in datacenters or on the cloud. Also referred to as SaaS applications.

Interim/Maintenance Release: Refers to release reserved for critical issues with major impact as defined in the Error Classification Table.

Initial Response: Refers to the time between ticket creation and the first response to the user by Mediaocean.

Major Release: Refers to full release cycle and regression testing of prioritized issues.  Prisma and Ignitia have seven major releases per year unless otherwise formally communicated. Spectra releases vary per region. Actual release dates are provided annually. This does not include Self-Hosted solutions.

Issue Mitigation: Refers to a workaround or path forward to circumvent the reported Error while a broader root cause is investigated and addressed. Only applicable for Errors that require product or engineering team input and/or action.

Resolution: A ticket is considered resolved when the root cause for the Error has been fixed, the support question has been answered by Mediaocean providing guidance or instructions or where the end user has been redirected to Self-Service, or any other action that resolves the reported Error.

System Hours: System hours define the times when Mediaocean applications are available for use to Prisma customers.  Certified integrations would only be available during system hours. Please refer to Mediaocean system hours for regional product-specific hours of operation.

Ticket Submission

Partner Services will provide support during US business hours and can be contacts via email at partners@mediaocean.com or via the support portal which is reachable at https://support.mediaocean.com. Authorized users should review self-service options first and, if necessary, create a ticket via the aforementioned channels. Queries directed to Mediaocean will automatically create tickets and are appropriate for more complex issues requiring detailed descriptions, steps to replicate and attachments.

Where applicable, responses may be a redirection, manual or automated, to Self Service for an end user, or to Partner Engagement managers.

Error Classification

All reported Errors are tracked using Mediaocean’s ticket management system, and all related correspondence is recorded in the associated ticket.

Mediaocean will classify and prioritize each Error at the time of report based on the following criteria:

Error Classification Table

Response Times

Mediaocean’s support of the response times described herein is contingent upon the partners fulfilling its responsibilities as set forth herein.

Provided that the partner provides a detailed description of the Error along with any information reasonably requested by Mediaocean, including replication of the Error, which may allow Mediaocean to verify them at the time the partner and/or Prisma customer reports the Error, Mediaocean shall respond to Error reports according to the following schedule:

Target Response Times Table

Response times do not include time in "pending status" which indicates the ticket is awaiting response from the Partner or Prisma customer. For non-reproducible Errors, Mediaocean shall not be bound by the above table. Mitigation, or restoration of service, is the first target, followed by root cause analysis which may take full release cycles to code, QA, and deploy into production.

With respect to Error reports received outside of Business Hours, not including Severity 1 Errors, Mediaocean shall acknowledge receipt of such Error report as soon as possible on the first business day following the Partner or Prisma customer's submission of such Error report, and the response times set forth above shall be measured from the beginning of such business day.

For any products involving third parties, Mediaocean will make efforts to follow the response times as outlined in the Target Response Times Table. Response times are contingent upon all third party’s infrastructure and operations, due to Mediaocean lacking control or direct access to these environments.  Therefore, Mediaocean's ability to meet response times is subject to the Partner or Prisma customer's and/or third party's Internal processes and resources and relies on the Partner, customer's and/or third-party teams to actively engage in troubleshooting and resolution activities as necessary for the timely resolution of issues.

Enhancement requests to an existing partnership will be redirected to the Partner Engagement team for review and subject to additional fees. Enhancement requests do not adhere to timeframes pertaining to Support SLAs.

 Ticket Closure

Support tickets are solved upon delivery of an answer, a redirect to self-service, an alternative workflow or Resolution. Upon solving, the ticket reporter can reopen the ticket within 28 calendar days via email. After 28 calendar days, the ticket is permanently closed and cannot be reopened. An open ticket pending feedback from the partner will auto-generate email reminders prompting the ticket reporter to respond. If no response is received within seven business days, the ticket is auto solved.

Language

All support provided by Mediaocean is delivered in English, unless otherwise specified.

Partner Responsibility

The ability of Mediaocean to meet Response Times is dependent on the Partner fulfilling the responsibilities and requirements set forth in this policy, including:

• Provide information relevant to the ticket within a reasonable period of time after submitting a ticket, or upon request;
• Participate in screen-sharing sessions as necessary to capture the Error and steps leading up to the Error;
• Act upon recommended solutions or workarounds provided by Mediaocean within a reasonable timeframe.

Service Availability and Maintenance

Mediaocean service availability is based on region and product and is published on the Mediaocean support portal at Mediaocean system hours. A standard maintenance window is defined as a regularly scheduled window of time during which the system is not available so that Mediaocean can complete enhancements or changes to the environment. Mediaocean will provide 24 hours’ notice in advance of any maintenance occurring within published system hours, except for circumstances requiring emergency maintenance. Mediaocean will notify Partners immediately of any required emergency maintenance, including the reason for and impact of the emergency maintenance pertaining to the integration.