Haivision Support Programs Overview

FEATURES STANDARD PREMIUM

Access to Support Team

First Response Time 1 business day 2 business hours

Phone / Remote Support 9 9

15-minute
24/7 Critical Issue Phone Support (Severity 1 or 2) first response time

Hardware Protection

20 days for repair Advanced

Repair Time / Replacement Coverage or replacement Replacement

Software Releases

Advanced Access to the Latest Software Releases 9

General Availability Software Releases 9 9

Maintenance Releases (security vulnerabilities and/or bug fixes) 9 9

ADDITIONAL SUPPORT OPTIONS

Accelerated 4 Business Hours Response Time per Support Case Optional Add-On Not applicable

Scheduled Support Session Outside of Business Hours Optional Add-On:

24/7 Critical Issue
Sold in 2-hour sessions
Phone Support
purchased 2 business
Included
days in advance

Optional Add-On
Annual Subscription to Electronic Program Guide Service (subscription per Included
server)

Software Update Assistance Scheduled Optional Add-On Included

Technical Relationship Management Premium Service Optional Add-On

Emergency Support Session Outside of Business Hours Optional Add-On 24/7 Support Included

Video Delivery Consulting Optional Add-On Optional Add-On

Copyright © 2020 Haivision. All rights reserved. All specifications are subject to change without notice. HVS-OPS-SPSPOMB-201103 6
Subject to Haivision Terms and Conditions.