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External Service Level Agreement

The Service Level Agreement (SLA) applies when the Lytx® Surfsight™ team ("Surfsight") distributes its Surfsight™ technology solutions through a reseller (sometimes also called a "reseller partner") to support its respective customer(s). We recognize the need for an elevated support structure for customers. The documentation below outlines the expectations and responsibilities of a Reseller partner Support Team for Level 1 and 2 Support before escalating issues to Surfsight™ Customer Support Level 3.

Legal disclaimer

In performing their respective services hereunder, Surfsight™ and Reseller shall operate as and have the status of independent contractors and shall not act as or be an agent, partner, or employee of the other. Neither party shall have any right or authority or assume or create any obligations or make any representations or warranties on behalf of the other party, whether expressed or implied, or to bind the other party in any respect whatsoever.

Below, you will find information about:

Customer engagement channels

Surfsight™ offers a knowledge platform to all partners and end-users seeking answers about our products. Customers can receive support via:

  • Knowledge base: customers (both partners and end-users) can find answers to their questions, queries about products, installations, and how-to-videos.

  • Ticket submission via Business Center: tickets help track progress as a problem flows from submission to resolution. This method also provides a history of all submitted tickets for record-keeping purposes. You must log in to access this portal; reach out to your assigned Partner Success Manager for login credentials.

Incident and severity categorization

The table below shows the definition and the respective severity level of each issue. Please refer to this chart to determine whether to submit a case or use the Code Red process for any given incident.

incident_categoriation_table.png

Response and severity target for SLAs

The following table describes the response and severity targets for each security level:

Table 1. Response and severity targets for SLAs

Severity

First response target

Code Red

  • S1P1

  • S1P2

  • S2P1

2 business hours (90% of cases)

High priority

  • S1P3

  • S2P2

  • S3P1

4 business hours (80% of cases)

Medium priority

  • S2P3

  • S3P2

4 business hours (80% of cases)

Low priority

  • S3P3

4 business hours (80% of cases)

Hours of operation

Surfsight™ Level 3 Support is available:

  • For US customers: Monday through Friday, 6am to 6pm PST. Support available in English and Spanish.

  • European customers can access support during these same hours. This means that European customers can only access Level 3 Support starting in the afternoon, in their respective time zone.

Surfsight™ Level 3 Support (for critical issues only) is available 24/7. Contact your PSM for Pager Duty phone and email information.

Initial acknowledgement - Level 3 Support

The table below represents our SLA for initial acknowledgement of an issue by a Surfsight™ Level 3 support representative. All tickets supported through the support portal will be acknowledged immediately with an automated email containing a Case Number for reference.

Note

Resolution time will vary depending on the type and severity of the issue being resolved.

Table 2. Initial acknowledgement

Engagement channel

SLA

Ticket submission via the business center

80% of submitted tickets are acknowledged within 4 business hours

Code Red escalations

90% of all telephone calls for Red Code issues will be answered by phone or email within 2 business hours

Partner support responsibilities

Note

Level 1 and 2 support topics are primarily the responsibility of reseller partners, while level 3 support topics are primarily the responsibility of Surfsight™.

For more information about each respective level (and what counts as level 1, 2, or 3), see Incident and severity categorization.

The customer issues for each support level are listed below:

Level 1 Support Topics

Level 1 Support assists direct customers with troubleshooting according to the respective company Training Guides. This includes, but is not limited to:

  • Device power supply

  • Network connectivity

  • SIM card issues

  • SD card issues

  • Camera and cloud configuration

  • Camera installation and any approved third-party integration plugin

  • All topics documented in our public-facing Knowledge Base

Level 1 Support conditions

If our reseller partner's Level 1 Support cannot solve a customer issue, they can escalate the issue to Level 2 Support. Appropriate topics to escalate to Level 2 include (but are not limited to):

  • Cloud issues not resolved in troubleshooting, including live video, events, users, permissions, and approved third-party integration plugin

Note

Access to customer cloud accounts must be with their consent.

Level 2 Support

This level assists direct customers in resolving issues including (but not limited to):

  • Cloud issues not resolved in troubleshooting, including live video, events, users, permissions, and approved third-party integration plugin

  • Suspected camera hardware issues

  • Tracking and communication of resolution of issues/defects/feature requests

  • Reproducing issues found in the field when possible

  • Ticket tracking with the reseller and escalation to Tier 3 as necessary

  • Determination of RMA (Return Merchandize Authorization)

If Surfsight™ reseller partner's Level 2 Support cannot resolve a customer issue, they can escalate to Level 3 Support. Appropriate topics to escalate to Level 3 include (but are not limited to):

  • Suspected defects

  • Abnormal behavior

  • New feature requests

Level 3 Support

Our Technical Support performs Surfsight™ Level 3 Support and R&D. The team is responsible for:

  • Defect resolution

  • Rolling out emergency patches

  • Ticket tracking with the reseller

  • Determination of RMA (Return Merchandize Authorization)

Escalation Process to Surfsight™ Level 3 Support

Our reseller partner should escalate to Level 3 Support only if their Level 2 cannot resolve the issues mentioned above.

  • For low to medium priority issues, a reseller partner can submit tickets through the Support Portal for an available Level 3 Support Representative to work on.

  • For high priority issues, a reseller partner can submit tickets through the Support Portal, and a Level 3 Support Representative will work on the issue as soon as business hours resume.

    Note

    If the problem is highly time-sensitive, the reseller partner can trigger the escalation process via the Red Code notification process.

  • For critical priority issues, a reseller partner can trigger the escalation process via the Code Red notification process. Always open a support ticket first.

Submitting a ticket

Reseller partners can submit a ticket by completing the following steps:

  1. In the Surfsight™ Support website, navigate to the Partner Ticketing page.

  2. In the Contact Customer Support section (on the right-hand side of your page), select the relevant topic from the dropdown menu.

    2__select_a_topic.png

  3. Fill in the remaining fields.

  4. Click Submit to finalize.

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