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OVERVIEW
Telestream, LLC and its affiliates (“Telestream”) offers to customers (each a “Customer”)
its professional services (“Professional Services” or “PS”) which may include the implementation
and testing of the proposed solution to ensure that it operates correctly within Customer’s
environment. Professional Services offered or provided to Customer by Telestream are subject
to this Professional Services Policy and to the General Terms and Conditions for Services
located at
https://www.telestream.net/company/terms-for-services.htm.
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CUSTOMER DISCLAIMER
For all opportunities, Telestream has strongly recommended the inclusion of Professional
Services to ensure the proper configuration, deployment, and success of the solution.
Professional Services will be performed only for customers with valid and current support
agreements. If Customer’s current support agreement expires either prior to the scheduling
of Professional Services or during an active project, Customer must procure a new valid and
current support agreement before the Professional Services will be performed.
By opting out of any recommended Professional Services, Customer acknowledges and agrees that:
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Limitation of Support: Customer waives the right to request assistance
from Telestream related to implementation, configuration, troubleshooting, or any other
support that would have been covered by the recommended Professional Services.
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Post-Sale Liability: Customer accepts full responsibility for the outcome
and performance of the project. Any issues arising due to the absence of Professional Services
will be the sole responsibility of Customer.
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Option to Purchase Professional Services Later:
Customer may opt to purchase Professional Services at a later stage. The work will be scoped
and priced accordingly. This option may lead to delays in the project timeline since Professional
Services resources will need to be scheduled. Customer acknowledges that these delays are outside
the responsibility of Telestream.
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SERVICES
Professional Services will be quoted to Customer based on the scope of work and the level of effort
required to complete the work in full. All elements of the work will be configured, tested and completed
in concert with Customer. All services will be provided remotely through a VPN connection or through an
application such as TeamViewer to access Customer’s system.
Services the PS team offers include:
- Configuration & Testing
- Training Sessions
- Basic & Advanced Workflow Design
- System Migrations
- System Updates / Upgrades
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PRICING
Pricing will be based on the level of effort it will take to
complete the full scope of work. Basic guidelines are as
follows:
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A day constitutes an eight (8)-hour workday during Telestream’s
normal business hours with the PS resource performing the work remotely.
Should Customer request that Telestream perform the work outside of normal
business hours, including over a weekend on a Telestream holiday, and/or that
the Professional Services resource travel to perform the work onsite, additional
fees may at Telestream’s sole discretion be added to the price, either (a) in a
written quote from Telestream, or (b) through a written change order from
Telestream(“Change Order”), if Telestream has accepted the requested change after
the project has begun.
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Should Customer require a resource to be available for longer than an eight
(8)-hour workday, additional fees will apply to the price.
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The resources assigned by the Professional Services team will be comprised
of either a Field Services Engineer or a Senior Field Services Engineer.
In special cases, should Customer require a Subject Matter Expert from the
Telestream organization, the price may, at Telestream’s sole discretion, be
increased based on the additional or amended resource being provided.
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Requests made by Customer to provide support for special
events will be scoped and priced accordingly, among other
factors taking into consideration the issues detailed
above.
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CUSTOMER OBLIGATIONS
Customer is responsible for completing the following
obligations prior to Telestream’s commencement of performing
the project tasks:
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Providing configured hardware with the correct operating
system which meets the requirements of the specifications.
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Assigning a technical point of contact with administrative
rights to be available during the project schedule.
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Providing a working VPN connection, Anydesk, or Teamviewer
connection between Telestream and Customer’s system that
allows remote access. Zoom or other conference call tools
are not acceptable, as they will not provide the required
bandwidth with which to perform the necessary work.
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Providing to Telestream documentation that defines
Customer’s existing environment, including elements such
as network information, naming conventions, and streaming
information.
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SCHEDULING
Once an opportunity has been purchased by Customer, the work
will enter the Professional Services queue and be scheduled in
coordination with Customer’s team lead. A project kick-off
meeting will be conducted where a review of the scope of work,
the planned schedule and any special requirements the
Telestream PS team requires from Customer will be confirmed.
Telestream will confirm the scheduled dates in concert with
Customer to ensure that all parties are ready to begin the
work.
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PROJECT WORK
Customer acknowledges and agrees that during project work, the
affected Telestream systems will be unavailable for use for at
least the duration of the work and therefore incapable of
performing normal operations during the duration of the work.
The work will be discussed during the project kick-off meeting
and agreed to with Customer when the schedule is defined.
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CHANGE ORDERS
Once the project work begins, if out-of-scope work is
identified by either the PS resource or Customer, Telestream
will initiate the Change Order process. The revised work will
be scoped, priced and presented to Customer for signature by
the PS team management. Once agreed to and accepted by both
parties, the revised work set forth in the applicable Change
Order will begin.
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TESTING
Once configured, the system components will be tested to
ensure full operability within Customer’s environment. For
larger, more complex projects, Telestream will review a test
plan with Customer to ensure that all elements are agreed to
before testing begins.
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COMPLETION
Upon completion of testing Customer will be presented with an
acceptance certification to be signed within ten (10) days. If
Telestream does not receive a notice of non-acceptance from
Customer within this testing period, the PS work will be
deemed accepted.
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TRANSITION TO CUSTOMER SUPPORT
Once the project is completed, the work completed within the
project will be transferred to Telestream’s Support team for
any further communications. An email will be sent notifying
Customer of this transition. All further inquiries for service
and support must be made to the Telestream Customer Support
Team at the contact information provided in the email. The
email will also include instructions on how to open a support
case.