Service Level Agreement

	STANDARD	ENHANCED
Software Updates & Upgrades
Knowledge Base Access
Development Sandbox
Unlimited Support Cases
Time Coverage	Business Day (9:00am – 5:00pm)	24/7

1. Coverage Summary

This service level agreement pertains only to the following suite of products and services provided by I-Immersive:

I-Immersive aims to meet or exceed the service levels, as laid out within this document.

2. Definitions

1. “I-Immersive” means I-Immersive Limited, a company trading as I-Immersive and incorporated in England under the Companies Acts with registered number 12073883 and having its registered office at Hillcrest House 143 London Road, Stockton Heath, Warrington, WA4 6LG.
2. “Customer” means a person, firm, company, organisation or institute who purchases Products or Services from I-Immersive, as detailed in project proposal(s) which has been accepted as a contract.
3. “Contract” means the Customer’s purchase order and I-Immersive's acceptance of it, or the Customer’s digital acceptance (via EchoSign/email) of proposal or quote, which refer to I-Immersive's Terms & Conditions of Business.
4. “Products” means any hardware and/or software module (including cloud services, such as ClassView) that was delivered and installed for use by the customer, by I-Immersive or by an I-Immersive Partner.
5. “Services” means development and/or integration work, or any other complimentary task that was carried out for use by the customer, by I-Immersive or by an I-Immersive Partner.
6. “Third Party Services” means any third party services purchased by I-Immersive as part of the Customer’s Contract, such as hosting or storage space.
7. “Functional Specifications” means detailed technical specifications or other implementation design documents created by I-Immersive to describe its products or services.
8. “Bug” means a ClassView (or other software operated by I-Immersive) product feature fails to perform according to the product documentation and its functional specifications.
9. “Software Patch” means a change to the released vendor software intended to correct errors, improve performance or non-conformance of the product for a specific I-Immersive customer, without being an enhancement or official new release.
10. “Software Update (Minor Release)” means a revision or minor change to the I-Immersive provided released software intended to correct errors, improve performance or non-conformance of the product. Software updates are not always scheduled in advance.
11. “Software Upgrade (Major Release)” means I-Immersive provided software release, which incorporates enhancements to improve and add additional new functionalities and capabilities to the product. Software Major Release dates and content are formally announced and published by I-Immersive.
12. “Site” means a geographic location where an I-Immersive Product is being installed and/or used by its end user.
13. “Business Day” means time window between 8:00AM and 6:00PM Monday to Friday for Standard Support and 24/7 for Enhanced Support in the geographic location were an I-Immersive product is being installed and/or used by its end user.
14. “24/7” means all day, every day, all year, regardless of time zone, holidays or working hours. This may also be referred to as 24/7/365.

This Service Level Agreement document should be read in conjunction with our Standard Terms & Conditions of Business.

3. 1st Line Support

PRIORITY OF SUPPORT	ISSUE DESCRIPTION	RESPONSE TIME AND REQUIRED ACTION DURING STAFFED PERIOD	RESOLUTION TIME
High	VC Connectivity Issues To A Live Conference Or Virtual Room	Live In-Conference Support Action Within 1 Min Of Answering Of Support Call Or 5 Minutes Of Receipt Of Email	Within 10 Min So That The Conference Can Continue Where Practicable
Medium	First-Line Technical Support And Primary Troubleshooting	Respond With An Acknowledgement Or Initial Prognosis As Soon As Possible, Within A Maximum Of 2 Hours	By The End Of The Next Business Day
Low	Second Line Support Where Required (Network Connections, Firewalls, Protocols Etc.), Assistance With Local Set Up	Respond With An Acknowledgement Or Initial Prognosis By The End Of The Next Business Day	Solution Provided Within 5 Business Days

4. 2nd Line Service Levels

PRIORITY OF SUPPORT	ISSUE DESCRIPTION	RESPONSE TIME AND REQUIRED ACTION DURING STAFFED PERIOD	RESOLUTION TIME
High	VC Service Is Unusable	Status Update And Mitigation Provided As Soon As Possible. VC Service Restored Within 1 Hour	Initial Fault Diagnoses And Solutions Discussed By The End Of The Next Business Day
Medium	VC Service Is Usable, But Affects Day-To-Day Operations	Status Update And Mitigation Provided To Users Within 2 Hours (Supplier Must Use Reasonable Endeavours To Provide Mitigation As Soon As Reasonably Practicable)	Within 5 Business Days
Low	VC Service Is Usable But Has Minor Service Issue(S)	Mitigation Provided Within 8 Hours	Within 10 Business Days

5. ClassView Pod Hardware

All ClassView POD systems and peripherals are supplied with a 12-month manufacturer warranty. In addition to this, maintenance and support for the ClassView POD is provided as part of the ClassView POD licence. If you purchased a ClassView Pod Bundle with support and maintenance included, a term must be purchased annually in advance in order to qualify for support on your ClassView Pod.

Subsequent annual licenses should be purchased annually in advance, before the expiration of any particular period. An invoice for the license will be raised and sent to your nominated accounts contact at least 30 days prior to expiration.

ClassView POD Bundle peripherals (such as cameras and audio devices) are supported for day-to-day troubleshooting purposes as long as your ClassView POD support cover is up to date, however physical failure out with the manufacturer’s warranty period is not covered.

6. Support Request Logging

Support requests, issues and queries should be submitted by either method below:

Email – support@classview.com

Phone: 0330 053 1700

All requests are logged and managed within our support ticketing system. You will receive a ticket number on submission of each request – please use this number for any further correspondence regarding your support request.

Response to all requests will be managed within SLAs detailed within tables shown in Sections 3 & 4.

We appreciate customer feedback. If you have any concerns with regards to response times, or would like to leave any staff recommendations, please send to compliance@i-immersive.co.uk

7. Software Patches, Updates & Upgrades

The embedded software releases of patches, updates and upgrade deliverables are available to all registered ClassView users at no additional cost.

Product software releases ensure products work according to their published functional specifications as well as to periodically enhance and enrich the products’ functionalities and features. I-Immersive will apply its software releases (patch, update or upgrade version) to its cloud services generally with at least one weeks’ notice to its clients, only once it has been tested and passes the minimum tests as set periodically by I-Immersive.

For end-user equipment, ClassView POD Systems, I-Immersive will continue to provide software patches and updates to end of life (EOL) products and software releases, as long as the manufacturer supports them (where applicable); however, I-Immersive encourages all customers covered under a current and paid service plan to take advantage of available software releases, with the main goal of keeping systems current.

This will allow customers to avoid any possible operational problems as well as taking advantage of available new features and functionalities which may come with updated software releases.

Please Note: No upgrade or update of system architecture will be undertaken unlessI-Immersive have given adequate notice to its user community. Any of these required to be done will be carried out during historically quiet periods, with the customer’s agreement, in order to minimise disruption of service.

ClassView service plans define three levels of software releases:

“Software Patch”– will be released by I-Immersive to correct specific reported errors, or bugs and to improve sever performance or non-conformance problems with a specific product and for a specific ClassView customer. Software patches will not include any enhancement and will not be considered as an official new release. Software patches are not scheduled and planned in advance and will be available on an essential basis only.

“Software Update (Minor Release)” – will be released by I-Immersive and will include a minor change to the product’s embedded developed software and/or related documentation intended to correct errors, improve performance or non-conformance of the product. Software updates will not include any enhancements or new features. Software updates are not scheduled in advanced and is not part of the company’s roadmap. Software updates will be released on a ‘need based’ to address problems or required performance improvements identified and reported by multiple customers. A “Minor Version” is usually designated by the least significant digit(s) of the revision designator: x.x xxx

“Software Upgrade (Major Release)” – will be released by I-Immersive and will incorporate enhancements to improve and add additional new features and functionalities to the product, and in some cases also major changes in technology and infrastructure. Software Major Release dates and content are formally announced and published by I-Immersive and will include new features and functionalities as planned on the company’s roadmap. A “Major Release” is usually designated by the most significant digit(s) of the revision designator: x.x.xx

8. Installation Services

Our installation team consists of highly skilled engineers who are scheduled weeks in advance. When we commit to an installation date, we allocate these resources at that point of the project. Last-minute changes or cancellations make it challenging to reassign these team members to other projects, resulting in idle time and lost opportunities. This approach ensures that we can maintain a highly skilled engineering team and continue to provide top-quality service to all our clients.

With that in mind, by agreeing to this installation window, you are committing to this date, please note our cancellation policy:

• If you need to cancel or reschedule, please provide at least 14 working days' notice. No charge will be applied in this case.
• Cancellations or changes made between 14 and 5 working days before the scheduled installation will incur a 50% cancellation fee.
• Any cancellations or changes made with less than 5 working days' notice will result in a 100% cancellation fee.

9. Service Policies & Limitations

The following covers the policies and limitations associated with the delivery of the service plans by I-Immersive:

Maintenance and support services will cover only products or services purchased from I-Immersive. I-Immersive will not be held liable for SLA violation under circumstances which arise from service interruption resulting from failure of products not delivered by I-Immersive. This includes but not limited to: Network infrastructure, interfaced legacy systems, monitors and other display devices, accessories, etc.
On resolution of a support ticket, if a request is deemed to have been raised due to inappropriate or unsupervised changes to the standard configuration of the I-Immersive provided product or service by the customer and/or their staff, partners or any person other than I-Immersive; a fee will be chargeable at the current rate of £100 per hour excluding VAT, to cover time spent on rectifying the support query.
Under no circumstances will I-Immersive be held liable for SLA violation in cases of hardware failure resulted from mishandling or other unusual causes (e.g. water damage, power damage, environmental conditions etc.).
All I-Immersive products are sold by default with Standard Plan for Software support service. Purchasing of such plan during any warranty period is mandatory.
Purchasing of a service plan for ClassView POD Systems is required on an annual basis. In all cases of lapse in coverage, a recertification fee of £500 per hardware appliance may be applied and unit diagnostic will be performed remotely if required. I-Immersive reserves the right not to renew coverage to a specific unit following such diagnostic. In such a case, the recertification fee will be fully credited back to the Customer.

10. RMA Process

Return Merchandise Authorisation (RMA) process; A process which defines the return of a failed I-Immersive Supplied Product, for repair and/or replacement by I-Immersive.

Hardware Returns

All faults with I-Immersive supported hardware should be reported as outlined in Section 6 (Support Request Logging) above.

As standard, we will endeavor to replace faulty hardware within 2-3 business days, should a device receive a non-recoverable diagnosis by our support desk.

Once a replacement unit is received by the customer, the customer must return the faulty unit to I-Immersive. Please address to:

Service Level Agreement

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