Operating Level Agreement (OLA) for Iveda Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V. (TDN) in Support of Servicio de Administracion Tributaria (SAT)
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Operating
Level Agreement (OLA) for
Iveda
Solutions, Digital Ally and Tecnología y
Diagnósticos del Norte S.A. de C.V. (TDN) in
Support of Servicio de Administracion Tributaria
Diagnósticos del Norte S.A. de C.V. (TDN) in
Support of Servicio de Administracion Tributaria
(SAT)
Version
1.0
Contents
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General
Overview
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2
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Terms
and Conditions
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3
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Supported
Services and Replacement Units
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4
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Party
Responsibilities
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5
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Service
Measures and Reporting
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7
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Signatures
of Approval
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7
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Version
History
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8
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Appendix
A: Incidents and Escalations
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9
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Appendix
B: Procedure Flowchart
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10
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Appendix
C: Service Enhancements and Change Management
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12
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Rev.
11/11/2010
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1
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Service
Life Cycle
Management
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General
Overview
This
Operating Level Agreement (OLA) documents the support services provided by Iveda
Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V.
(TDN) for support
of Servicio de
Administracion Tributaria (SAT). The ultimate
objective of this Agreement is to document internal support-group services and
processes to ensure high-quality and timely delivery of Video Hosting, Video
Archive and Remote Data Retrieval Services to customers in the SAT community. This
OLA directly addresses the Video Hosting, Video Archive, In-Car Video
Recordings, Software for Computer Viewing, and Remote Data Retrieval
Services structure required to support Customer SAT requirements. For
details on Customer requirements, see related Service Level Agreement
(SLA).
Iveda
Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V.
(TDN) will provide SAT a single point of
reporting problems with products and services covered in this OLA, using an
online trouble ticketing system.
Parties
The
parties affected by this OLA are:
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·
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Iveda
Solutions
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·
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Digital
Ally, Inc.
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·
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Tecnología
y Diagnósticos del Norte S.A. de C.V.
(TDN)
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·
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Servicio de
Administración Tributaria
(SAT)
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Environment
The
support environment consists of the mobile video device located on a vehicle
owned and operated by SAT and the video
hosting and archiving environment owned and operated by Iveda
Solutions. The monitoring stations owned and operated by SAT are not covered in
this agreement.
The video
device consists of a DVM unit containing an internal backward facing camera and
an external forward facing camera, In-Car Video Recordings, supplied and
supported by Digital Ally and the video convertor and mobile router (SVC-1002)
and Software for Computer Viewing, supplied and supported by Iveda
Solutions.
The video
hosting and archiving infrastructure consists of video servers and video storage
devices.
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Rev.
11/11/2010
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2
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Service
Life Cycle Management
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Contact
Information
| Iveda Solutions | Digital Ally | TDN | ||
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Contact
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Contact
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Contact
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Xxx
Xxxxxxxx
Operations
Manager
xxxxxxxxx@xxxxxxxxxxxxxx.xxx
000-000-0000
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Xxxxxx
Xxxxx
Sales
Support Engineer
Xxxxxx.xxxxx@xxxxxxxxxxxxxx.xxx
913-814-7774
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Xxxxxxx
Xxxxxxx
Primary
Contact for Device Maintenance
xxxxxxxxxxxxxx@xxxxx.xxx
000-000-0000
011525553514957
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Terms
and Conditions
Agreement
Period
This
Agreement is valid from the effective date below and remains in effect
throughout the life span of the services supported.
Effective
date: September 10, 2010
Agreement
Review
A
representative of any of the parties (see Parties) may submit a written
request for review of the Agreement to the designated review process owner at
any time. The Agreement should be reviewed annually. In the absence of the
completion of a review, the current Agreement will remain in effect. The review
process owner will incorporate revisions into the Agreement if all parties
mutually agree to the proposed changes.
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Last
review:
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Next
review: March 10, 2011
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Hours
of Coverage
The
procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday
through Friday Arizona Time (except on holidays).
Holidays:
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·
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New
Year’s Day
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·
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Memorial
Day
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·
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Independence
Day
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·
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Labor
Day
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·
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Thanksgiving
Day
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·
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Christmas
Day
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Rev.
11/11/2010
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3
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Service
Life Cycle Management
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Service
Goals
Iveda
Solutions, Digital Ally, or TDN will respond via email message to each SAT issue
submitted through the online trouble ticketing system within:
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·
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30
minutes for issues classified as
critical.
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·
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Four
hours (during business hours) for issues classified as high
priority.
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·
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Eight
hours (during business hours) for issues classified as medium
priority.
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·
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Eight
hours (during business hours) for issues classified as low
priority.
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Priority
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Response
time
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Resolution
Time
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||
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Low (4)
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8
hours
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7
Calendar Days
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Medium (3)
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8
hours
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2
Business Days
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High (2)
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4
hours
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1
Business Day
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Critical (1)
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30
minutes
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ASAP/24
hours maximum
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Response
times listed are in business
hours.
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A
resolution may not be available at the time SAT contacts Iveda
Solutions, Digital Ally, or TDN in which case Iveda Solutions, Digital Ally or
TDN will attempt to estimate the “time to resolution.”
All
groups involved will mutually determine an issue’s priority classification. See
Appendix A for specific
escalation response goals.
Sample
issues are documented in Appendix A: Incidents.
Mobile
Video Units will be installed at a minimum rate of 7 vehicles per
week. The maximum (up to 130) installations must be completed within
4 months from September 10, 2010.
Repairs
or replacements for malfunctioning video components (care maintenance) in the
vehicles must be completed within 48 hours from the time of the
request. Completion of repairs or replacements must be completed
within 72 hours of the request for vehicles located in foreign locations. All
requests requiring a device replacement for resolution will spawn a change
request to complete the replacement process. The formal change
process allows SAT to schedule the
replacement of the device and formalizes the process to update the SAT asset database
with the updated serial numbers of the new devices associated with each SAT
vehicle.
Supported
Services and Replacement Units
Hardware/Services
Provided
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·
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One
DVM unit with internal backward facing camera and external forward facing
camera.
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·
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A
video converter and mobile router
(SVC-1002)
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·
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24x7
video hosting
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·
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Access
to 3 months of video archiving
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Rev.
11/11/2010
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4
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Service
Life Cycle Management
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·
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Remote
Data Retrieval
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·
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Video
Manager 2 Back Office Software
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·
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In-Car
Video Recordings
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Iveda Solutions agrees to
provide technical support to users in SAT experiencing
technical problems or questions with:
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·
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SVC-1002
units
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·
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Access
to video hosting
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·
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Access
to video archives
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·
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Remote
Data Retrieval
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Digital Ally agrees to provide
technical support to users in SAT experiencing
technical problems or questions with:
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·
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DVM
units and external camera
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·
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In-Car
Video Recordings
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·
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Video
Manager 2 Back Office Software
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TDN agrees to install
replacements for any malfunctioning devices listed below:
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·
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SVC-1002
units
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·
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DVM
units and external camera
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·
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In-Car
Video Recordings
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·
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Video
Manager 2 Back Office Software
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Replacement
Units
SAT will be charged
the full replacement cost for DVM and SVC-1002 units if outside of warranty
period or if lost or stolen. No charge for replacement of damaged
units inside warranty period. No charge for repairing supported
services consisting of video hosting, video archive, In-Car Video recordings,
and remote data retrieval.
Party
Responsibilities
Iveda
Solutions
Iveda
Solutions agrees to:
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·
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Meet
response times associated with the priority assigned to
issues.
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·
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Generate
and share with SAT periodic
reports to monitor compliance with service goals (see Service
Goals).
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·
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Maintain
appropriately trained staff.
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Rev.
11/11/2010
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5
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Service
Life Cycle Management
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·
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Schedule
maintenance (downtime) between 1:00 A.M. and 4:00 A.M. MST unless
circumstances warrant performing maintenance at another time which must be
pre-approved by SAT.
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·
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Communicate
in writing (e-mail) with SAT regarding
issues involving change management (see Change
Management).
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Digital
Ally
Digital
Ally agrees to:
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·
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Meet
response times associated with the priority assigned to
issues.
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·
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Generate
and share with SAT periodic
reports to monitor compliance with service goals (see Service
Goals).
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·
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Maintain
appropriately trained staff.
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·
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Communicate
in writing (e-mail) with SAT regarding
issues involving change management (see Change
Management).
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Tecnología
y Diagnósticos del Norte S.A. de C.V. (TDN)
TDN
agrees to:
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·
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Meet
response times associated with the installation and replacement schedule
agreed to with SAT.
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·
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Generate
and share with SAT periodic
reports to monitor compliance with service goals (see Service
Goals).
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·
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Maintain
appropriately trained staff.
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·
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Schedule
installation (downtime) as pre-approved by SAT for
installations or as approved by SAT in a formal
change request for maintenance
(repairs).
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·
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Communicate
in writing (e-mail) with SAT regarding
issues involving change management (see Change
Management).
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·
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·
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Be
willing and available to provide critical information within 15 minutes of
receiving a request for information from Iveda Solutions or Digital Ally
seeking to resolve an SAT
issue.
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Rev.
11/11/2010
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6
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Service
Life Cycle Management
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Responsibility
Assignment Matrix
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Activities
/ Role
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Business
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DVM
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SVC-1002
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Hosting
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Access
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Retrieval
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OS
Maintenance
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SAT
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I,S
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I,S
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I,S
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|||||||||
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IS
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X,X
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X,X
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X,X
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X,X
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X,X,X
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XX
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X,X
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TDN
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R,A
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R,A
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Key:
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Business:
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Role:
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SAT
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R –
Responsible
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IS
– Iveda Solutions
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A –
Accountable
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DA
– Digital Ally
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I –
Input Required
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TDN
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S –
Sign-off Required
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Rev.
11/11/2010
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7
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Service
Life Cycle Management
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Service
Measures and Reporting
On behalf
of Iveda Solutions, Digital Ally, and TDN, Xxx Xxxxxxxx will provide SAT with the following
reports in the intervals indicated.
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Report
name
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Reporting
interval
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Delivery
method
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Responsible
party
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Service
Availability
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monthly
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email
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Iveda
Solutions/Digital Ally
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Service
Delivery
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monthly
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email
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Iveda
Solutions/Digital Ally/TDN
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Number
of customer incidents reported
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monthly
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email
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Iveda
Solutions/Digital Ally/TDN
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Number
of incidents resolved
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monthly
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email
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Iveda
Solutions/Digital Ally/TDN
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Number
of incidents open
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monthly
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email
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Iveda
Solutions/Digital Ally/TDN
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Time
to resolve tickets by severity
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monthly
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email
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Iveda
Solutions/Digital Ally/TDN
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Accounts
created
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Daily/monthly
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email
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Iveda
Solutions
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Customer
Satisfaction
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Monthly
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email
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Iveda
Solutions/Digital
Ally/TDN
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Signatures
of Approval
By
signing below, all parties agree to the terms and conditions described in this
Agreement.
Review
Process Owner
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Name
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Title
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Signature
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Date
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|||
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Xxx
Xxxxxxxx
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Iveda
Solutions
Operations
Manager
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Iveda
Solutions
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Name
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Title
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Signature
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Date
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|||
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Xxx
Xxxx
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Iveda
Solutions
Chief
Operating Officer
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Digital
Ally
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Name
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Title
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Signature
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Date
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|||
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Xxx
XxXxx
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Vice
President, Sales & Marketing
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Tecnología
y Diagnósticos del Norte S.A. de C.V.
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Name
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Title
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Signature
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Date
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|||
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Xxxxxxx
Xxxxxxx
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Primary
Contact for Device Maintenance
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Rev.
11/11/2010
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8
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Service
Life Cycle Management
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Version
History
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Date
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File
name
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File
location
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Responsible
party or
revision
initiator
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|||
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Version
1.0
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Iveda
Solutions Digital Ally and TDN OLA for support of SAT.doc
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\\Lawnorder\Sales\Customers\SAT
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Xxx
Xxxx
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Rev.
11/11/2010
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9
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Service
Life Cycle Management
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Appendix
A: Incidents and Escalations
Reporting
Incidents
SAT first consults the
troubleshooting guide and knowledge base within SysAid. If the troubleshooting
guide or the knowledgebase do not resolve the issue SAT contacts either their
internet service provider or submits an incident ticket to the trouble ticketing
system. SAT uses the troubleshooting guide and SysAid training
document to select the appropriate device or service for the incident
ticket. Iveda Solutions or Digital Ally either solve the issue
remotely, or contact TDN with instructions on how to resolve the
issue.
Escalation
Path
Iveda
Solutions
If the
problem is not resolved to the satisfaction of the customer
Xxx
Xxxxxxxx – Operations Manager to be contacted – 001480-307-8723
xxxxxxxxx@xxxxxxxxxxxxxx.xxx
Still not
resolved
Xxx Xxxx
– Chief Operations Officer to be contacted – 001480-307-8700
xxxxx@xxxxxxxxxxxxxx.xxx
Still not
resolved
Xxxxx Xx
– Chief Executive Officer to be contacted – 001480-307-8700
xxx@xxxxxxxxxxxxxx.xxx
Digital
Ally
If the
problem is not resolved to the satisfaction of the customer
Xxxx
Xxxxxx or Xxxxxx Xxxxx to be contacted – 001913-814-7774
Xxxx.xxxxxx@xxxxxxxxxxxxxx.xxx; xxxxxx.xxxxx@xxxxxxxxxxxxxx.xxx
Still not
resolved
Xxxxx
Xxxx or Xxxx Xxxx to be contacted – 001913-814-7774
Xxxxx.xxxx@xxxxxxxxxxxxxx.xxx; xxxx.xxxx@xxxxxxxxxxxxxx.xxx
Still not
resolved
Xxxxxx
XxXxx to be contacted – 001913-814-7774
Xxxxxx.xxxxx@xxxxxxxxxxxxxx.xxx
Still not
resolved
Xxx XxXxx
to be contacted – 001913-814-7774
Xxx.xxxxx@xxxxxxxxxxxxxx.xxx
Still not
resolved
Xxxxx
Xxxxxxxx to be contacted – 00913-814-7774
Xxxxx.xxxxxxxx@xxxxxxxxxxxxxx.xxx
Still not
resolved
Xxxx Xxxx
to be contacted – 00913-814-7774
Xxxx.xxxx@xxxxxxxxxxxxxx.xxx
TDN
If the
problem is not resolved to the satisfaction of the customer
Xxxxxxx
Xxxxxxx to be contacted – 210-681-6262 (TX) or 011525553514957
xxxxxxxxxxxxxx@xxxxx.xxx
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Rev.
11/11/2010
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10
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Service
Life Cycle Management
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Appendix
B: Procedure Flowchart
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Rev.
11/11/2010
|
11
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Service
Life Cycle Management
|
Appendix
C: Service Enhancements and Change Management
Service
Enhancements (initiated by SAT)
Services
(as opposed to incidents; see Reporting Incidents) are planned activities that
SAT knows will
be required at some time in the future. SAT should
request services by sending an e-mail message to xxxxxxxxxx@xxxxxxxxxxxxxx.xxx or xxxxxxx@xxxxxxxxxxxxxx.xxx
at minimum 14 days
in advance.
Iveda
Solutions or Digital Ally will respond to requests for service received with
appropriate advance notice within 1 business day.
Change
Management (initiated by Iveda Solutions or Digital Ally)
Change
management refers to any event that alters the existing state of a Customer’s
production services, including software, hardware, networks and facilities.
Iveda Solutions and Digital Ally seek to minimize disruption of services by
using a standard process to communicate and implement changes.
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Service Provider
Change
Management
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Business impact
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Customer notification and
confirmation
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Examples
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Planned
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||||||
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Standard
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Minor
or repetitive changes considered part of the normal workflow with no
affect on Customer’s business
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None.
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Password
resets
|
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Minor
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Small
changes that have a documented and proven implementation process with
little
impact to the Customer’s business.
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Service
Providers will advise Customer daily. Also in a monthly
report. Unconfirmed notification to Customer is
acceptable.
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New
account requests. New installations of video
units. Replacement of failed devices in
vehicles.
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Moderate
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Changes that may have a broad business
impact.
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Service
Providers will advise Customer five working days in advance. Customer
must
confirm notification.
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Installing
patches on server.
|
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Major
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Changes
that may have a significant
impact to Customer business.
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Service
Providers will advise Customer ten working days in advance. Customer must
confirm notification.
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New
OS or version upgrade, local upgrade in network
infrastructure.
|
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Unplanned
|
||||||
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Critical
(After-hours)
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Changes
that must be performed in order to correct a faulty service having some
impact on Customer’s business. Impact to business does not warrant
immediate correction.
|
Service
Providers will advise Customer as soon as possible after knowing such a
change is required. Confirmed notification is preferred.
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Hung
process on a server – needs to be corrected before next backup is
scheduled.
|
|||
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Emergency
(Immediate)
|
Changes
that must be performed in order to correct a faulty service having a major
impact on Customer’s business. Impact to business requires
immediate resolution.
|
Service
Providers will advise Customer after change implementation. Confirmed
notification is preferred.
|
Virus
attack on network. Disk drive
failure.
|
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Rev.
11/11/2010
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12
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Service
Life Cycle Management
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