These SLA terms govern the StriveCast Support plans, made available to you by your StriveCast representative.

Overview

The Support Model

The following table gives a high-level overview of how support issues are handled at StriveCast:

StriveCast Support Model

3rd line support
StriveCast Engineering Team

Will be added for any Emergency rated ticket, for product feature requests, and bug reports and technical questions which could not be solved by the StriveCast Technical Account Management Team.

2nd line support
StriveCast Technical Account Management Team

Will be added for any product issues which could not be solved by the StriveCast Customer Success or Partner Organization team.

1st line support
StriveCast Customer Success Team

Will be added to initially to each ticket for evaluation and immediate response. Only available to direct StriveCast customers.

1st line support
Partner Organization

Available to all reseller and wholesale customers.

Ticket Ingest

  • Channels: Email / Phone / StriveCast Service Desk / StriveCast Portal

  • Creators: Customer, Partner, StriveCast

Emergency Contacts

In case of emergency, please reach out to one of these contacts:

Primary Support Contact

Primary Technical Contact

Primary Commercial Contact

Timo Baas
Technical Account Manager

timo.baas
@strivecast.com

Christopher Probst
Chief Technology Officer

christopher.probst
@strivecast.com

Alexander Schäfer
Chief Executive Officer

alexander.schaefer
@strivecast.com

Definitions

Documentation means all publicly available product documentation made available by StriveCast.

Error means a failure of the StriveCast Solution to function in accordance with the Documentation.

Excluded Problem means any failure or problem that is the result of:

  • misuse of the StriveCast Solution or use of the StriveCast Solution that is not in accordance with the Documentation, or in a manner not permitted under this Agreement or Company’s negligence or misconduct,

  • any problems caused by or arising out of the operation of Company Content, systems, or other resources that are contributed by Company,

  • any failure or problem that is the result of treatment beyond the reasonable limits of normal use for the StriveCast Solution,

  • force majeure event,

  • Company’s use of a major release (1.0, 2.0, 3.0, etc.) of the StriveCast Solution older than the immediately two prior major releases, or

  • failure, interruption, outage, or other problem with any software, hardware, system, network, facility, or other matter not supplied by StriveCast, or

  • malicious intrusions by third parties or virus attacks.

Business Hours means 9:00 am – 5:00 pm German time (UTC+01:00 or UTC+02:00, depending on Summertime) except for weekends and German federal holidays.

Workaround means StriveCast:

  • enables Customer to use the StriveCast Solution, or

  • provides Customer with a commercially reasonable workaround or fix that solves or mitigates a reported Error by Company until StriveCast provides a final fix to the reported Error.

Online Ticket System means the ticketing system, which is integrated into the web management platform, which is part of the StriveCast Solution and which is available at the StriveCast Online Support Desk.

Value-Added Support means any provisions of Workarounds, product customizations, customer support, or changes of the StriveCast solution from StriveCast to Customer, which is related to an Excluded Problem.

Reseller Partner means any company that enters a partnership with StriveCast and resells StriveCast products directly to their customers based on a discounted version of the StriveCast list prices.

Referral Partner means any company that enters a partnership with StriveCast and refers customers to StriveCast for direct business in return for a reseller kickback fee.

Wholesale Partner means any company that enters a partnership with StriveCast and directly purchases StriveCast products for multi-customer usage.

General Terms

Support Channels. StriveCast, in its commercially reasonable discretion, will provide Customer with configuration support and technical support, depending on the selected support plan,

  1. via the Online Ticket System during Business Hours, and

  2. via mail during Business Hours, and

  3. via phone/video call during Business Hours, and

  4. via Slack/Teams live chat during Business Hours

Documentation Changes. StriveCast will update the documentation from time to time, giving Customer notice about major and minor changes via email.

Excluded Problems. StriveCast will have no responsibility to provide any support and maintenance services for Excluded Problems. On a per-case basis, StriveCast might decide to engage in an Excluded Problem. Any support service for Excluded Problems provided by StriveCast might cause additional charges to Customer.

Customer Assistance. Customer will make available all reasonably required technical resources required to assist and cooperate with StriveCast in troubleshooting and seeking to resolve any Support Ticket. The parties acknowledge and agree that for StriveCast to troubleshoot a Support Ticket, StriveCast may require specific access to certain of the Company’s records, including, without limitation, as appropriate, log analysis, database access, and administrative privileges. Subject to Company’s data security policies, Company will provide reasonable access to the relevant Company records referred to in the previous sentence but may not be able to provide all records. Customer acknowledges that StriveCast might evaluate a ticket as an Excluded Problem if critical information is missing during ticket creation.

System Availability

Definitions

  • Covered Service means the components of the StriveCast Solution listed in Appendix A - Error Rates.

  • Downtime means more than a ten percent Error Rate.

  • Downtime Period means, for a Customer Application, a period of five consecutive minutes of Downtime. Intermittent Downtime for a period of fewer than five minutes will not be counted towards any Downtime Periods.

  • Error rate means the number (Error Calls / Total Calls) * 100%, where Error Calls and Total Calls are defined per component of the StriveCast solution in Appendix A - Error Rates.

  • Financial Credit means the following:

Monthly Uptime Percentage

Monthly Downtime

Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future monthly bills of Customer

99.00% – < 99.95%

0:21:36 - 7:12:00

10%

95.00% – < 99.00%

7:12:01 - 36:00:00

25%

< 95.00%

36:00:01+

50%

  • Monthly Uptime Percentage means the total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.

Credits & Reimbursement

During the Term of the agreement under which StriveCast has agreed to provide the StriveCast Solution to Customer, the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (the "Service Level Objective" or "SLO"). If StriveCast does not meet the SLO, and if Customer meets its obligations under StriveCast’s general Terms & Conditions, Customer will be eligible to receive the Financial Credits described below. This document states Customer's sole and exclusive remedy for any failure by StriveCast to meet the SLO. If the Agreement authorizes the resale or supply of the StriveCast solution under a StriveCast partner program, then all references to Customer in this SLA mean Partner, and any Financial Credit(s) will only apply for impacted Partner order(s) under the Agreement.

Scheduled Downtime

Each scheduled downtime will be announced by StriveCast via email and the Customer Portal 72 hours in advance. The maximum scheduled downtime per rolling month (30 consecutive days) is 8 hours total.

The Ticket System

Ticket Types

Each request raised by Customer will create a ticket of one of the following types:

Type

Description

Responsible Team

Product Support

Any technical question, error report, feature request, or any other issue which is related to the use of the StriveCast Solution.

For Customers: StriveCast Technical Account Management Team.

For Partners: Initially, the partner. Any Product Issue raised by a partner’s customer to the partner can be escalated to StriveCast.

Partner Support

Pre-Sales support, product demos, POC requests, training request, or any other issue which is related to StriveCast supporting a partner.

StriveCast Partner Success Team.

Billing Support

Questions regarding existing subscriptions, invoices, or quotes.

StriveCast Financial Team.

Value Added Service Issue

Any non-standard customer or partner support which StriveCast will charge for in form of billable hours.

Depending on the request.

Request Priority

For each request, Customer can set the ticket’s Request Priority as defined in the following table:

Request Priority

Defintion

Immediate

An Emergency incident indicates a critical wide spread security error or error cases where a major part of the end user’s devices becomes unusable due to the StriveCast solution.

High

The presence of a High Severity incident implies the service(s) cannot be substantially used, or have a major negative impact on the total operation, functionality, or reliability of systems with regards to Customer.

Medium

A Medium Severity incident seriously affects the functionality of the StriveCast solution but can be circumvented so that StriveCast can be used. Cases include when:

A program or function in the StriveCast Services cannot be used although other programs or functions remain unaffected

StriveCast as a whole is functional but a certain subset are somewhat disabled, give incorrect results or do not conform to the documentation or any agreed standards.

Low

A Low Severity incident has no significant effect on the functionality of Service or is in line with the usability according to product documentation.

Customer agrees to set the priority for each request in compliance with this document. Customer acknowledges that repeated misuse of the Request Priority might result in StriveCast not resolving the ticket in compliance with the agreed SLA times. In this case, StriveCast will not be held accountable for longer resolution periods.

Ticket Status

Each created ticket will be in one of the following states:

Status

Definition

OPEN

Initial status for each ticket, no actions yet taken.

EVALUATED

StriveCast reviewed the ticket

WORK IN PROGRESS

StriveCast has actively started working on the ticket.

CUSTOMER FEEDBACK

Progress is blocked due to information pending from customer.

DONE

StriveCast considers the scope of the ticket fulfilled.

CLOSED

Ticket will automatically be closed after 48 hours, if not challenged by customer.

Response Times

For each raised ticket, StriveCast will count the following times:

Time

Definition

Time to qualification
Time window for StriveCast to intake, qualify and assign the ticket to a Technical Account Manager. After the initial evaluation, the SLAs for both Time to response and Time to solution will be applied.

Starts counting after the ticket was created in the StriveCast Ticket System.

Stops counting after the ticket entered the status EVALUATED.

Guaranteed SLA for this time frame is independent from Customer’s support subscription and is based on the ticket’s Request Priority (see table below).

Time to response
Time window for StriveCast to initially investigate the issue, evaluate information provided by Customer, and respond to Customer either with a solution proposal or a list for further details.

Starts counting after ticket created.

Stops counting after ticket priority is set and ticket status is set to WORK IN PROGRESS.

Guaranteed SLA for this time frame depends on Customer’s support subscription.

Time to solution
Time window for StriveCast to provide a Workaround and an explanation for the raised issue.

Starts counting after ticket status is set to WORK IN PROGRESS.

Stops counting after ticket status is set to DONE.

Guaranteed SLA for this time frame depends on Customer’s support subscription.

Based on the ticket’s Request Priority, StriveCast guarantees the following Time to qualification:

Request Priority

Time to qualification

Immediate

15 min

High

30 min

Medium

1 hour

Low

2 hours

Customer acknowledges that raising an issue via any other channel than the Online Ticket System might result in slight increases of the time to qualification as StriveCast requires additional time to transfer the issue into the Online Ticket System.

SLAs within Business Hours

All provided SLA-related time quotas are counted only during the applicable Business Hours. StriveCast might offer support outside of Business Hours through a Value Added Service issue.

Charged Support

Customer agrees to be charged for any support logged for Value Added Service tickets. StriveCast will at any time ask for written confirmation to engage in a Value Added Service. Customer also acknowledges that written confirmation is required before StriveCast will engage in solving the request.

Support for partners

Customer Support for Reseller Partners. At any time, Partner will be the first support contact point for their Customers (1st line support). StriveCast support will be available only to Partner (2nd line support). Partner can choose to escalate any technical issue raised by Customer to StriveCast via the available Support Channels. For each escalated Customer ticket, StriveCast will apply the customer’s support subscription to determine the applicable SLAs.

Customer Support for Referral Partner. For each referral customer, StriveCast will provide 1st line support.

Customer Support for Wholesale Partners. At any time, Partner will be the first support contact point for their Customers (1st line support). StriveCast support will be available only to Partner (2nd line support). Partner can choose to escalate any technical issue raised by Customer to StriveCast via the available Support Channels. For each escalated Customer ticket, StriveCast will apply Partner’s support subscription to determine the applicable SLAs.

Partner Support. StriveCast provides dedicated support plans for partners, including access to the StriveCast partner support desk in the Online Ticket System. Partner can raise additional requests related to training, sales support, lead registration, and request for quotes.

Partner SLAs. Partner acknowledges that any SLAs made available from Partner to their Customers must meet StriveCast’s respective SLAs per Customer. In addition, Partner shall increase its own SLA times by a commercially reasonable amount to account for the transfer period from 1st to 2nd line support.

Appendix A - Error Rates

Each component defines two numbers, the Error Calls, and Total Calls as follows:

Component

Error Calls

Total Calls

StriveCast Portal

Total number of HTTP calls to portal.strivecast.com resulting in an HTTP response with status codes 5XX

Total number of HTTP calls to portal.strivecast.com.

StriveCast Object Storage

Total number of HTTP calls to cdn-prd.strivecast.com resulting in an HTTP response with status codes 5XX

Total number of HTTP calls to cdn-prd.strivecast.com.

StriveCast Analytics Ingest

Total number of HTTP calls to analytics-ingest-v0-prd.strivecast.com resulting in an HTTP response with status codes 5XX

Total number of HTTP calls to analytics-ingest-v0-prd.strivecast.com.

StriveCast Analytics Query

Total number of HTTP calls to analytics-query-v0-prd.strivecast.com resulting in an HTTP response with status codes 5XX

Total number of HTTP calls to analytics-query-v0-prd.strivecast.com.

StriveCast Peering Manager

Total number of HTTP calls to p2pdn-v0-prd.strivecast.com resulting in an HTTP response with status codes 5XX

Total number of HTTP calls to p2pdn-v0-prd.strivecast.com.