IVT MediaPlatform Customer Support Policies and Procedures

IVT MediaPlatform®

Customer Support

Customer Support Policies and Procedures

The following describes IVT’s Customer Support policies and procedures for licensed IVT MediaPlatform customers.

Authorized Support Users

Customer support will be provided to an authorized support users as specified in the customer’s specific contract or license agreement.

Customer Support Contact Information

The following methods may be used to contact Customer Support:

Telephone 1.310.909.8410 Option 2
Email support

IVT Customer Support Services personnel are available Mondays through Fridays between 8:00 A.M. to 8:00 P.M. EST, excluding IVT holidays. In addition, there is an after hours urgent care line that is for Severity Level 1 issues only (see Severity Level Definitions below). Instructions on how to connect to the urgent care line will be given on the support line listed above when it is called outside of our normal support hours.

Customer Support Process

The following is a description of the process by which issues are handled through IVT Customer Support.

Information Gathering

Prior to contacting IVT Customer Support, users should be prepared to provide the following information to Support staff:

Name, company and contract or account number
System specifications and detailed issue description
Suggested issue severity level (see Severity Level Definitions below)

This information will enable IVT to ensure the appropriate level of support and help our Support staff to determine the cause of the issue in the quickest possible manner.

Trouble Ticket Issued and Severity Level Assigned

As issues are reported to IVT Customer Support, a “trouble ticket” will be issued, and each issue will be categorized into a severity level to ensure the appropriate response and resolution time. IVT Customer Support Services will assign a severity level to all Application Inquiries as follows:

Security Level	Definition
Severity 1	An error that renders the entire application system and its computer programs inoperable Examples: All users are unable to log into IVT MediaPlatform All projects fail to deploy to content servers for an imminent live event
Severity 2	An error that renders degraded performance of the application or particular functionality inoperable yet allows the customer to continue to generally operate a significant portion of the application or use the application with a recommended work-around solution Examples: Individual user is unable to load IVT MediaPlatform system Critical error with a particular project or template
Severity 3	Any error or inquiry, other than an error of Severity Level 1 or Severity Level 2 Examples: Individual user needs help implementing functionality in Template Editor Enhancement requests

Issue Verification, Analysis and Response

After categorizing the issue according to these priority levels, IVT Customer Support staff will verify and analyze the problem to determine the appropriate resolution. The Support staff will make every effort to resolve each issue while the customer is on the phone with them. However, if the issue cannot be resolved immediately, customers will receive a response based on the severity level of the issue according to the schedule below:

Severity Level	Response Times
Severity 1 Issue	Within 2 hours
Severity 2 Issue	Within 4 hours
Severity 3 Issue	Within 48 hours

Update Notification Times

As issues are in the process of being resolved, the notification schedule below will be used to ensure that our customers receive the proper notification of status as the issue is in the process of being resolved:

Severity Level	Response Times
Severity 1 Issue	Within 2 hours
Severity 2 Issue	Within 24 hours
Severity 3 Issue	Within 5 business days

Trouble Ticket Closed

When each issue has been resolved with an appropriate fix or workaround, IVT will communicate the resolution to the customer, and the trouble ticket will be closed within IVT’s internal Customer Support database. Trouble tickets will be closed in the following circumstances:

A suitable resolution can be provided without any changes to code.
A software patch can be provided to resolve the issue.
A non-IVT related component is causing the issue.

For issues where a software patch that will resolve the issue is not available, the trouble ticket will remain open within IVT's Customer Support database until a new patch is developed to effectively resolve the issue. If issues occur which are related to an issue that has already been closed, IVT Support staff will determine whether this ticket should be re-opened or if a new ticket should be issued.