This customer support policy sets forth the service level commitments and obligations of Cloud Cover Media, Inc. to the Client with respect to ensuring continued availability of the Services, timeframes for responses and escalation and various other service-related obligations of CCM with respect to the provision of the Services.
Cloud Cover Music Support can be reached during the hours below:
Monday - Friday: 7:00 AM - 6:00 PM Pacific
Saturday: 9:00 AM - 2:00 PM Pacific
Sunday: 9:00 - 12:00 PM Pacific
Methods to reach Cloud Cover Music Support:
Phone: (844) 422-6249
Priority Levels, Response, and Resolution Commitments
CCM shall establish and maintain proactive monitoring systems designed to detect and report to CCM any System Downtime. If issues are detected or reported to the Client the following incident information should be provided in order to enable the Client to effectively evaluate and communicate the incident: (i)Incident description; (ii) the Client or Customer Impact; (iii) Severity Level (P1, P2, P3); and (iv) Incident tracking number.For any Client reported Incidents and/or Incidents identified by CCM’s proactive systems monitoring tools arising from any error or malfunction in the CCM Services, CCM will diligently resolve reported issues in accordance with the applicable Priority Level as set forth below and will continue to use commercially reasonable and diligent efforts to resolve any Problems in accordance with the following provisions:
“Priority Level 1 Problem” or “P1” (High) means a business function supplied by CCM “Priority Level 1 Problem is impacted by the Incident in a manner that impacts the use or continued use of any one or more functions of the CCM Services or causes a condition that impedes CCM’s streaming or delivery of its services. P1 Resolution andCommunication times are set forth in the chart below.
“Priority Level 2 Problem” or “P2” (Medium) means a core business function supplied by CCM Services is affected but the Incident is not causing an immediate loss of streaming services. P2 examples include CCM platform and navigation application bugs. P2 Resolution and Communication times are set forth in the chart below.
“Priority Level 3 Problem” or “P3” (“Low”) means a minor Incident or enhancement to the CCM Services which does not function as intended in an immaterial manner or causes a minor impact to functionality. P3 Resolution and Communication times are set forth in the chart below.
Business Continuity and Disaster Recovery
Throughout the Term and at all times in connection with its performance of theServices, CCM shall:
- (a) maintain a commercially reasonable and industry standard business continuity and disaster recovery plan and safeguards designed, implemented and tested to guard the CCM System against performance failures and to return the CCM System to full functionality as soon as reasonably practicable in the event of performance failures including, without limitation, those arising from an event of Force Majeure (the "Plan"); and
- (b) immediately implement such Plan in the event of any unplanned interruption of the CCM System and keep the Client informed of the progress in implementing such Plan.
Updates to CCM System/Change Management Process
In addition to the requirements set forth in the Agreement, CCM shall not make any changes to the CCM System which may impact the Client’s use of the CCM System without adhering to the change management process.
CCM is responsible for planning, scheduling and controlling the movement of Releases to test and live /production environments. CCM will ensure that the integrity of the live/production environment is protected and that the correct components are released and fully validated.
Problem Management Process
Following closure of P1 Incidents CCM is responsible for performing root cause analysis and providing a formal Root Cause Analysis report (RCA) to the Client within five (5) business days. CCM is responsible for managing the lifecycle of all Problems and preventing known incidents from happening and minimizing the impact ofIncidents that cannot be prevented via Problem Known Errors.