Technical Support Policies and Service Level Agreement

End User Support:

Liquid Compass provides End User Support via our ticketing system. End Users may contact Liquid Compass by selecting the support button located on the media player, or through www.liquidcompass.net. Liquid Compass shall make every reasonable effort to respond to End User email inquires within 24 business hours. In addition, End Users may access Liquid Compass’s FAQ located at http://www.liquidcompass.net/faq.php or fill out a support request form (email based) at http://www.liquidcompass.net/support.php. Support is limited to basic troubleshooting related to Customer’s streaming media player and does not include End User configuration assistance or remote desktop service.

Station Technical Support:

NOTE: Customer shall not be subject to any charges for After-Hours Tech Support related to points of failure within the Liquid Compass network.

Definitions

  • “Business Hours” means Monday – Friday, 12:01am – Midnight Mountain Time, excluding nationally recognized U.S. Holidays plus the day after Thanksgiving.
  • “Emergency Support” means Technical Support required by Customer in the event of a service outage.
  • “Client Control Center” means the Liquid Compass’s online client portal located at www.liquidcompass.net that provides access to the Support Ticketing System.
  • “Routine Support” means any Technical Support required by Customer that is not Emergency Support based. Examples include informational requests; 3rd party application questions or requests, Client Control Center username or password requests.
  • “Support Ticketing System” means Liquid Compass’s online Client Control Center which tracks client support tickets from submission to resolution.

Client Support

Support Description: Routine Support is handled exclusively via the Liquid Compass Support Ticketing System located in the Client Control Center. Routine Support is handled during Liquid Compass’s normal business hours. Response Time to Routine Support tickets is as follows: Ticket will be assigned within 1.5 hours of submission with investigation to be begin within 3 hours of submission; best reasonable efforts will be made to resolve support issue within 24 business hours. Resolution of AdServer and AudioMetrix issues shall be subject Service Level Agreements between Liquid Compass and AdsWizz SA-NV and may therefore take longer than Liquid Compass’ ordinary resolution timeframes. A copy of the AdsWizz Service Level Agreement is available upon request.

Emergency Support

Emergency Support is handled via the Liquid Compass Support Ticketing System at www.liquidcompass.net, or via phone at 303.839.9400 (select Option 2). Emergency Support is available 24/7 with a response time of 1 hour or less with best reasonable efforts to resolve the issue immediately.

Support Ticket: All ticket submissions to the Support Ticketing System must include: i) Station Call Letters or Service Name; ii) Contact Name; iii) Contact phone number; iv) Contact email address; v) Description of the issue including any error messages and how and when it was detected. Tickets which do not comply with these conditions will be responded to with a request for more information and will not be investigated until full details are available.

Support Resolution: A support ticket request is considered resolved once services are restored to the requirements as outlined in this agreement and the support ticket is updated with information outlining the resolution. Tickets meeting the following conditions will be considered resolved and/or closed:

  • Customer’s issue was resolved to client’s reasonable satisfaction
  • Customer issue could not be replicated
  • Customer requests to close the Support Ticket
  • Customer provided information from Service Provider to solve issue
  • A workaround was provided to Customer’s reasonable satisfaction

A support ticket will also be considered resolved if the Service Provider is not able to resolve the issue due to but not limited to:

  • Customer’s failure to cooperate with Service Provider or 3rd Party Provider to resolve the issue;
  • Customer’s failure to communicate with Service Provider

Issues outside of Service Provider’s Streaming Media Network, or issues relating to additional website configuration, design and/or video encoding are not considered technical support, and will have a fee associated with the service performed (rates are based off of Service Provider’s most current hourly rates).

Technical Support :: (12:01am – Midnight / Mountain Time Zone): $0.00
Weekend / Holiday After-Hours Tech Support :: (00:01pm – 23:59pm / Mountain Time Zone): $85.00 per hour

Technical support issues during weekends and holiday hours will have an ‘After-Hours Tech Support’ fee of $85 per hour associated with issues relating to points of failure outside of Liquid Compass’s Streaming Delivery Network.

Service Level Agreement

This service level agreement (“SLA”) is provided by Liquid Compass, LLC (“Liquid Compass”) to establish certain service level goals with respect to Liquid Compass’ Streaming Media Service (the “Service”). This SLA will apply with respect to Services ordered by a Liquid Compass customer (“Customer”) pursuant to a fully executed Liquid Compass service agreement with a term commitment consistent with the service agreement (“Liquid Compass Service Agreement”).

For purposes of this SLA, the “Liquid Compass Network” will mean, with respect to the system facilitating Customer’s usage of and connection to the Internet, that portion of such system beginning at the entrance where the Customer’s Streaming Media Service uplink (the “Customer Port”) connects to the network and ending where Liquid Compass delivers Internet Protocol (“IP”) data packets to the Public Internet (as hereinafter defined) on the Customer’s behalf. For purposes of this SLA, the “Public Internet” will mean the gateway router interface between the Liquid Compass Network and Liquid Compass’ upstream providers’ networks.

Liquid Compass Network Availability Goal

Liquid Compass’ goal is to maintain availability of the Liquid Compass Network 99.99% of the time.

Network availability measurement: Unavailability of the Liquid Compass Network is measured over a calendar month and is based on total outage time incurred by Customer. Network unavailability will exist when (1) a particular Customer Port is unable to transmit IP data packets from such Customer Port to the Public Internet via the Liquid Compass Network and (2) Liquid Compass records such failure in its trouble ticket system. Network unavailability is measured from the time the trouble ticket is opened to the time Liquid Compass confirms that the affected Service is again able to transmit and receive data.

Notification: Liquid Compass will use commercially reasonable efforts to notify Customer, via any immediately available method selected by Liquid Compass, including, without limitation, telephone or e-mail of any network unavailability affecting Customer’s Service.

Liquid Compass Power Availability Goal

Liquid Compass’ goal is to maintain availability of the AC power provided to Customer’s cabinet in the Liquid Compass Internet data facility 99.995% of the time.

Power availability measurement: Unavailability of the AC power is measured by the number of minutes that power is not available to Customer’s cabinet measured from the time power unavailability is determined by Liquid Compass to the time power is restored.

Notification: Liquid Compass will use commercially reasonable efforts to notify Customer, via any immediately available method selected by Liquid Compass, including, without limitation, telephone or e-mail of any power unavailability affecting Customer’s service.

Liquid Compass Network Packet Loss Goal

Liquid Compass’s goal is to maintain average packet loss of no more than five percent (5%) across the Liquid Compass Network.

Packet loss measurement: Average packet loss across the Liquid Compass Network is measured over a twenty-four (24) hour period beginning at 12:01 A.M. MST each day. Measurements will be performed on an ongoing basis.

Service Credits and Conditions

Service credit eligibility: If Liquid Compass fails to meet the network availability goal, the power availability goal or the network packet loss goal set forth in this SLA and Customer provides Liquid Compass with a written request within five (5) business days of the last day of the month in which such failure occurred, Liquid Compass will provide a service credit to Customer’s account equal to one-thirtieth (1/30th) of Customer’s Monthly Service Charges (as hereinafter defined) for the affected Service for each cumulative sixty (60) minute period of unavailability or failure during the applicable month, up to a maximum of the total Monthly Service Charges charged by Liquid Compass to Customer during the applicable month for the affected Service. If Liquid Compass fails to meet the installation goal set forth in this SLA and Customer provides Liquid Compass with a written request within five (5) business days of the last day of the month in which such failure occurred, Liquid Compass will provide a service credit to Customer’s account equal to the installation fee charged to Customer for the affected Service. In the event that Customer is eligible to receive multiple credits under this SLA from the same event pursuant to different service level goals, such credits will not be cumulative and Customer will be eligible to receive only the maximum credit available for such event under one service level goal. For purposes of this SLA, “Monthly Service Charges” will mean the service charges (excluding any taxes, pass-through charges, promotional or other credits, Streaming Media Service space or other non-bandwidth charges, set-up or installation charges, or other one-time charges) billed for the affected Service during the applicable month. This SLA sets forth Customer’s sole and exclusive remedy for service interruptions or service deficiencies of any kind whatsoever.

Service credit exceptions: For each service level goal set forth in this SLA, service credits will not be available to Customer in cases where (1) the Services are unavailable as a result of (a) the acts or omissions of Customer or its employees, contractors, agents or end-users; (b) the failure or malfunction of equipment, network, applications or systems not owned or directly controlled by Liquid Compass; (c) circumstances or causes beyond the control of Liquid Compass, including, without limitation, events of force majeure and third-party attacks on the Liquid Compass Network (such as ping and denial of service attacks); (d) scheduled maintenance with prior notice via email by support@liquidcompass.net or from an authorized Liquid Compass’ representative; or (e) urgent maintenance with notice provided as soon as is commercially practicable under the circumstances or (2) Customer is not in compliance with its applicable Liquid Compass Service Agreement (including Liquid Compass’s then-current Acceptable Use Policy, Billing and Cancellation Policy and Rules for Use of the Streaming Media Service Facility). Such credits will be granted only if Customer provides Liquid Compass with all requested information in an expeditious manner and affords Liquid Compass full and free access to Customer’s premises and equipment to make necessary repairs, maintenance, testing, etc.

Rerouting: Liquid Compass reserves the right to re-route IP data packets to any and all Internet carriers connected to the Liquid Compass Network based upon current load and service issues at the time of re-routing. The removal of IP data packets and the re-routing to another Internet carrier will not be calculated in the service level goals set forth in this SLA.