You.i Client Support — TAM Program
Available as an upgrade to all You.i TV clients, You.i TV’s Technical Account Managers provide deep product knowledge and proven development and deployment experience to help you maximize the value of your investment in You.i TV Apps and technologies.
The key features of the program include:
- A designated, personalized primary point of contact with deep knowledge of your technical environment to ensure your issues are addressed quickly and efficiently
- Regular solution architecture reviews and visibility of You.i TV’s product and feature roadmap
- Prioritized issue resolution, either by leveraging the TAM’s own knowledge or by working with the broader You.i TV organization, to ensure your business-critical Apps continue to deliver value to your customers
In addition to the services offered under Product Maintenance, Developer Assurance & Support or App Assurance & Support, the TAM Program also provides:
Prioritized Research & resolution of issues in You.i TV Software: Your TAM will leverage their own knowledge plus that of the Client Support team to make sure your technical problems are resolved rapidly and efficiently. Acting as your advocate within You.i TV, our TAMs ensure that your issues are prioritized to get you up and running as quickly as possible
Roadmap & Solution Architecture Reviews: Your TAM will work with you on an ongoing basis to ensure that your overall Solution Architecture is tuned to maximize the performance of your You.i Engine based Apps and schedule regular reviews of the product roadmap to give you early visibility of new functionality
Proactive & Contextual Engagement:As part of the TAM’s regular activities, they will ensure they are checking in with you on a consistent basis. In addition to these regular check-ins, your TAM will have a detailed understanding of your overall business and will ensure that you have the coverage you need during update and upgrade cycles and at other critical points of your App lifecycle
You.i TV provides maintenance for You.i Engine, You.i Engine One and You.i Engine SDK for a period of 12 months following commercial availability of the next Major Release, for example when Release 5.0 of You.i Engine is made commercially available, all 4.x Releases will continue to be supported for a period of 12 months.
TAM Program Terms and Conditions
Unless otherwise agreed to in writing between You.i Labs Inc. (“Youi”) and the Customer, these Technical Account Management Program Terms and Conditions shall apply to the provision of Services by Youi for supported Releases of the Software are incorporated into the Product Maintenance, Developer Assurance & Support or App Assurance & Support Terms and Conditions, as appropriate.
1.1 In these Developer Assurance & Support Terms the following terms shall have the following definitions:
“After Hours Support” means the services described in paragraph 2.3 hereof.
“Business Day” means a regular business day, Monday through Friday, 9:00 a.m. to 5:00 p.m.(EST/EDT), which exclude weekends, and Canadian statutory holidays.
“Customer Support Request” or “CSR” means the report described and defined in paragraph 5 hereof.
“Designated Customer Support Contact” means up to two (2) employees of Customer who have been identified in writing by Customer as being authorized to issue a Customer Support Request to Youi or to otherwise contact Youi for Support.
“Maintenance” means the services described in paragraph 2.4 hereof.
“Maintenance Release” means a release or version of the Software that contains Problem corrections, software patches, and/or bug fixes for the Software that have been developed by or for Youi and made generally commercially available by Youi to its customers and which is designated by a change in the digit(s) of the release number to the right of the second decimal point (for example, X.Y.1 to X.Y.2).
“Major Release” means a release or version that adds significant new functionality to the Software and which is designated by Youi by a change in the digit(s) to the left of the decimal point of the release number.
“Minor Release” means a release or version of the Software containing new features and which is designated by Youi by a change in the digit(s) to the right of the decimal point of the release number (for example, X.1 to X.2).
“Problem” means an error, mistake, failure, or fault in the Software or related Documentation that prevents it from performing in accordance with the Specifications.
“Release” means a Maintenance Release, Minor Release or Major Release.
“Software” means the supported version or versions of the You.i Engine, You.i Engine SDK, You.i Engine One, You.i Engine One Tools and You.i Custom SDK.
“Specifications” means the specifications set forth in the user documentation for the Software.
“Support” means the services described in paragraph 2.2 hereof.
“Workaround” means a solution to a Problem that is delivered as instructions on how to avoid the Problem and achieve equivalent functionality.
1.2 Unless the context otherwise specifies or requires, capitalized terms used herein and not defined herein shall have the meanings given to such terms in the license agreement for the Software or the applicable Product Maintenance, Developer Assurance & Support or App Assurance & Support Terms and Conditions
2. TECHNICAL ACCOUNT MANAGEMENT PROGRAM SERVICES
2.1 Eligibility. The Customer is eligible to use the Technical Account Management Program if the Customer is using Software versions that are currently supported by Youi as defined in paragraph 2.2 and if the Customer is:
(a) Operating under a valid and current subscription license and is a member of the Product Maintenance, Developer Assurance & Support or App Assurance & Support Programs; and
(b) Has purchased a subscription to the Technical Account Management Program
2.2 Technical Account Management Services. The Assigned Technical Account Manager will provide a primary technical point of contact to Designated Customer Support Contacts for Problems observed in the Software, In addition the Assigned Technical Account Manager will schedule regular Customer meetings to review open CSRs and provide updates on progress, will schedule regular reviews of Customer’s overall technical architecture relating to the Software and will share the Youi product development roadmap to provide visibility into upcoming Youi developments.
2.3 Prioritized Support. In addition to the above, members of the Technical Account Management Program will receive online and electronic mail support to Designated Customer Support Contacts on technical issues relating to the Software on Business Days and the Customer’s CSRs will receive priority attention.
2.4 After Hours Support. If Customer needs to contact Youi Support to report a Critical or Major Problem outside of our normal business hours of 9:00 a.m. to 5:00 p.m. (EST/EDT), Monday through Friday, excluding Canadian statutory holidays, they shall initially contact their Assigned Technical Account Manager whose contact details will be provided on signing of the relevant agreement, or the following phone number and email address which should both be utilized: (613) 228 9107 (ext. 150) and firstname.lastname@example.org (After Hours Support). Any Problems which are reported via After Hours Support which constitute Severity Level 1 or Severity Level 2 (Critical or Major) Problems will be addressed immediately pursuant to the procedures set forth herein. These contact details may be updated from time to time.
3. SEVERITY LEVELS FOR REPORTED PROBLEMS
3.1 Severity Levels. When the Customer reports a Problem Youi will follow the procedure outlined in paragraph 5 hereof and Youi will assign a severity to the Problem according to the following definitions:
(a) Severity 1: A Severity 1 Problem (Critical) is any detected condition that renders a part of the Software that is essential to the ongoing use of the Software totally inoperative or unusable, is in production or impacting a critical development milestone, has affected or could affect the entire user community, and is due to substantial non-conformance of the Software to the Specifications. For a Problem to qualify as a Severity 1 Problem, Customer must make available to Youi a dedicated resource to work with Youi on the resolution of the Problem for the duration of the CSR.
(b) Severity 2: A Severity 2 Problem (Major) is any detected condition that renders a part of the Software partially inoperative or unusable, is in production or impacting a critical development milestone, has affected or could affect the majority of the user community, and is due to substantial non-conformance of the Software to the Specifications.
(c) Severity 3: A Severity 3 Problem (Minor) is any operational deficiency or detected condition that presents a small loss or degradation of Software functionality required by Customer and is due to non-conformance of the Software to the Specifications. Severity 1 and Severity 2 Problems occurring in a non-production environment will also be classified as a Severity 3 Problem.
(d) Severity 4: A Severity 4 Problem (Minimal) is a deficiency that results in a minimal or no loss or degradation of Software functionality.
(e) Feature Request: A Feature Request is a request by Customer for additional functionality or a new feature for the Software.
(f) Question: A Question is a request for information which is not necessarily related to an operational or performance Problem.
3.2 Determination of Severity Level. In the event of any dispute between the Customer and Youi as to the severity level of a Problem reported to Youi by the Customer, Youi and the Customer shall escalate the dispute to the next level of management for resolution of the dispute, provided that if Youi and the Customer cannot agree upon the severity level of a reported Problem the final determination of the severity level shall be made by You.i, in its sole discretion.
4. RESPONSE PROCEDURES AND TIMES
4.1 Response Types. Youi shall respond to Customer Support Requests in three stages:
(a) Acknowledgment: Written or verbal acknowledgment of a Customer Support Request and assignment of Ticket Number.
(b) Verification: Written acknowledgment that Youi is able to reproduce the Problem with the information or sample case provided by the Customer, immediately upon reproducing the Problem.
(c) Resolution Available: Provision of a solution as either a Workaround, Maintenance Release, Minor Release or Major Release, or, in the event that the Problem could not be resolved, the Customer Support Request will be closed.
4.2 Response and Resolution Times. Youi shall use commercially reasonable efforts to meet the following response times:
|Security Level||Acknowledgment||Verification||Resolution Available|
|Critical||2 hours||Immediately upon Youi reproducing the Problem||Workaround, Maintenance Release, Minor Release or Major Release is made available to the Customer for testing within 5 Business Days of Verification.|
|Major||4 hours||Immediately upon Youi reproducing the Problem||Workaround, Maintenance Release, Minor Release or Major Release within 10 Business Days of Verification.|
|Minor||1 Business Day||Immediately upon Youi reproducing the Problem||Determined by Youi.|
|Minimal||1 Business Day||Immediately upon Youi reproducing the Problem||Determined by Youi.|
|Feature Request||1 Business Day||Not applicable.||Determined by Youi.|
|Question||1 Business Day||Not applicable.||Determined by Youi.|
Note: Acknowledgment responses are based on Customer Support Requests submitted during a Business Day.
5. PROBLEM REPORTING
5.1 Customer Support Requests. For each request by Customer for Support, Customer shall provide Youi with a written or verbal report (a “Customer Support Request” or “CSR”) including, where possible:
(a) a clear, detailed description of the problem, question or suggestion;
(b) identification of the Software Release affected;
(c) identification of the operating environment in which the Problem exists, including the operating system, Platform, hardware, build tools, etc.
(d)a description of how to repeat the condition that brought about the Problem and the observed system behavior;
(e) a complete and compilable sample of not more than 500 lines of code that demonstrates the reported Problem; and
(f) additional relevant content, such as screenshots.
A Customer Support Request shall be mailed electronically, entered via web Customer Support Request system or communicated verbally. Youi shall use reasonable commercial efforts to acknowledge the receipt of CSRs and issue a Ticket in a timely manner after receipt in accordance with the priority level of the reported Problem. Youi shall identify each outstanding issue relating to CSRs or technical issues with a unique “Ticket Number” for tracking purposes. Upon request, Youi shall provide Customer with a status on any Problem logged for Customer, provided that Customer identifies the particular Problem by the Ticket Number assigned to it by You.i.
5.2 Resolution of a CSR. A Customer Service Request will not be closed until (a) the Customer has notified Youi Customer Support that the Customer is satisfied with the resolution of the reported Problem or, (b) 30 days has passed since receiving resolution notification, whichever occurs first. If the Problem recurs, the CSR will be re-opened and Youi will continue to research the issue.
5.3 Closing a CSR. If Youi has requested further information and the information has not been received within a certain period of time, Youi may decide to close the CSR. Time limit guidelines for further information requests:
(a) the ticket is a Severity 1 and Customer does not update the ticket with the required information within 1 Business Days, Youi may suspend the ticket and extend the resolution target time until update is received from the Customer. If Customer does not update the ticket with the required information within 5 Business Days, Youi may close the ticket. There will be a warning when 1 Business Days approaches and on the 5th Business Day. After 5 Business Days the CSR may be closed.
(b) the ticket is a Severity 2 and Customer does not update the ticket with the required information within 2 Business Days, Youi may suspend the ticket and extend the resolution target time until update is received from the Customer. If Customer does not update the ticket with the required information within 10 Business Days, Youi may close the ticket.. There will be a warning when 2 Business Days approaches and on the 10th Business Day. After 10 Business Days the CSR may be closed.
(c) the ticket is a Severity 3 and Customer does not update the ticket with the required information within 20 Business Days, Youi may close the ticket. There will be a warning when 20 Business Days approaches and on the 20th Business Day. After 20 Business Days the CSR may be closed.
6. SUPPORT NOT INCLUDED
Support does not include (a) custom programming services; (b) training; (c) hardware and related supplies; (d) any support services provided at the Customer’s site; (e) any support for third party tools, operating systems and products; or (f) support or maintenance for an App.
7. WARRANTY DISCLAIMER
Youi makes no warranties that the Support and Maintenance provided will be successful in resolving all Problems or in diagnosing Problems reported by Customer. Support is provided to Customer on an “as is” basis. To the maximum extent permitted by applicable law, Youi disclaims all warranties and conditions, whether express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose for the Support and Maintenance provided by Youi to Customer.
8. LIMITATION OF LIABILITY
Youi’s entire liability to Customer and Customer’s exclusive remedy shall be resupply of the Support by Youi. Youi shall not, under any circumstances, be liable for special damages, punitive or exemplary damages, damages for loss of profits or interruption of business or for loss or corruption of data.
9. INTELLECTUAL PROPERTY RIGHTS
Youi shall own all proprietary rights, including patent, copyright, trade secret and other proprietary rights, in and to the Software, and any corrections, bug fixes, software patches, enhancements, Minor Releases, Major Releases or other modifications to the Software, including custom modifications, and any intellectual or other property rights therein shall be the exclusive property of You.i. Any Minor Releases or Major Releases provided to the Customer by Youi shall be subject to and governed by the license agreement for the Software.