Support Agreement
1. Support Services
For the one-year period following the installation, Platinum SLV (“PSLV”) will remotely provide Services to Client, and Client’s Franchisees’ according to 3 levels of severity for technical issues that may include:
i) Internet Outages
• Assist Client in troubleshooting common Internet issues and determine if connectivity issues are related to an outage, equipment, or devices. The technical support is limited to the services that the Internet Service Provider provides, which may include:
a. Troubleshoot Wi-Fi issues
b. Assist on Internet Service Provider Issues
ii) Studio Sound Adjustments and Troubleshooting
• Work with an engineer to adjust sound in the studio
iii) Computer and Network
• Troubleshooting and configuration of POS, iPads, networking equipment, and control systems.
iv) Microphones and Body Packs
• Corrosion detection, frequency scans, repair
• Guidance for proper care and maintenance
v) NVR Camera System
• Troubleshoot desktop and mobile app
• Username and password creation and reset
vi) Displays
• Troubleshoot and configure display settings for 3rd party vendors that work directly with the PSLV’s system, such as Performance IQ.
• Includes coaches, monitors, rider monitors, and displays
vii) Studio Lighting
• Troubleshoot the system in coordination with the Lighting Engineer
• Programming the SD cards for the lighting controllers
• Issues with the lighting scenes, connectors, lights, and lighting controllers viii) Lobby Audio
• Troubleshoot issues with Lobby desktop computer settings, rack equipment, and wiring
ix) Training
• Provide equipment training and system training sessions
All support requests must be submitted through the online ticketing system at support@platinumslv.com, or by visiting www.platinumslv.com/support.
The Support Services apply only to the equipment that was purchased through PSLV, excluding pre-installed software, and approved for use by Client and does not apply to any other equipment, system, application, or product not purchased through PSLV. The support for any other such product will be governed by a separate agreement between PSLV and Franchisee.
2. 3 Levels of Severity
Mission-critical support is available, as outlined below. Critical system updates are available on a case-by-case basis as determined by the PSLV’s technician.
i) Level 1 (Mission Critical):
• Response within 2 hours, during Standard Operating Hours (as described below)
• Mission Critical: an event that keeps a Franchisee location from conducting its business operations, including, only, Franchisee’s Sound System, Point of Sale System, and internal Network (which does not include Franchisee’s internet service provider)
• Engineers available on weekends only for Mission Critical (Level 1) requests
ii) Level 2 (Non-Mission Critical during standard hours):
• During Standard Operating Hours email response within 2 hours
• When necessary, Direct Tech Support by a trained technician will be available via phone for escalated issues within 8 business hours
• Non-Mission Critical: any event other than Mission Critical
• Engineers not available on weekends for Level 2 support
iii) Level 3 (Non-Mission Critical not during standard hours):
• Outside of Standard Operating Hours, email response within 2 hours after the start of the next standard (non-holiday) business day during Standard Operating Hours
• Non-Mission Critical: any event other than Mission Critical
• Engineers not available on weekends for Level 3 support
3. Telephone Support
Telephone Support is available only if PSLV determines that other means of support are insufficient to resolve the issue, and such communication would be of assistance.
4. Expert Services
Expert services may be engaged under support on an availability basis, depending on the skill set necessary to perform the service and how critical the issue is to the operation of the Franchisee’s system, as determined by PSLV.
5. Terms of Support
i) Hours of Availability.
• Web-based online documentation and online help forums are generally available 24 hours per day, 7 days a week, 365 days a year, barring unforeseen interruptions in internet service or planned exceptions by PSLV. Excluding holidays observed by the federal government, Support Services are available
as follows:
a. Standard Operating Hours:
Monday through Friday, 7:00 a.m.—6:00 p.m., Central Time Zone
Saturday and Sunday, 10:00 a.m.—4:00 p.m., Central Time Zone
• The Service response to each request submitted for support may not happen immediately and will be governed by the response time terms outlined herein.
ii) Response Time.
• The response time listed above is the elapsed time between the receipt of a support request via the online ticketing system at support@platinumslv.com or www.platinumslv.com/support and the time when PSLV begins the support service, including a verbal or written confirmation to the Franchisee thereof. The actual time required to fully resolve the support request, if such full resolution occurs, may be longer than the maximum response time listed.
Platinum SLV, LLC | 4202 Wiley Post Rd, Addison TX, 75001 | 972-380-9500 | www.PlatinumSLV.com