Global
Services
Support
Overview
OPS-‐012
Rev.
1.10
Verimatrix,
Inc.
6825
Flanders
Drive
San
Diego,
California
92121
USA
Phone:
+1
(858)
677-‐7800
[Link]
Legal
Note
This
Overview
does
not
create
any
contractual
obligations
and/or
warranties
relating
to
Verimatrix
products
or
services.
The
licensing
of
Verimatrix
products
and
provision
of
related
services
shall
always
be
subject
to
the
terms
of
a
written
agreement
executed
with
Verimatrix.
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©
2013
Verimatrix,
Inc.
What
Is
Verimatrix
Global
Services?
Verimatrix
Global
Services
consists
of
engineers
whose
responsibilities
include,
but
are
not
limited
to:
• 24/7/365
Global
Support
&
Customer
Care
• Remote
and
On-‐Site
Installation
and
Configuration
• Software
and
License
Distribution
• Verimatrix
University
(online
and
hands-‐on
product
training)
• Professional
Services
&
Consulting
Support
Team
Verimatrix
has
a
globally
distributed
team
responsible
for
providing
world-‐
class
support
on
a
24
x
7
basis.
All
written
support
materials
are
provided
in
English,
with
limited
spoken
support
available
(but
not
guaranteed)
in
Spanish,
French,
German,
Italian,
Czech,
Slovak,
Arabic,
and
Mandarin
Chinese.
As
of
this
version
of
the
document,
Verimatrix
Global
Services
has
representatives
in
at
least
the
following
regions:
• Americas
(San
Diego,
CA,
USA
/
Global
Headquarters)
• Americas
(East
coast)
• EMEA
(Ismaning,
Germany
/
EMEA
Headquarters)
• EMEA
(Gulf
States)
• Asia/Pacific
(Singapore
/
APAC
Headquarters)
• Asia/Pacific
(China)
• Asia/Pacific
(Taiwan)
Additional
personnel
and
locations
will
likely
be
added
in
the
future.
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Figure
1:
Indicative
Verimatrix
Global
Support
Locations
Worldwide
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Follow-‐The-‐Sun
Support
24/7/365
As
one
team
completes
their
standard
work-‐day
(9:00AM
-‐
6:00PM,
local
time),
an
alternate
team
activates
to
support
our
customers.
When
a
customer
or
partner
submits
a
service
impacting
issue
outside
the
local
business
hours,
our
24
x
7
x
365
hotline
will
phone
the
active
team
and
assign
the
new
issue
to
them
based
on
time-‐of-‐day
(noted
in
green
below).
Figure
2:
Follow-‐The-‐Sun
Support
Coverage
24
x
7
x
365
Distributed
Account
Management
All
Global
Services
Engineers
have
access
to
the
same
Customer
Management
System
to
access
all
account,
case,
project,
contacts
and
communications
information
and
history
for
each
customer,
enabling
any
engineer
to
support
any
customer
in
any
location
at
any
time.
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©
2013
Verimatrix,
Inc.
What
Verimatrix
Support
Provides
When
you
purchase
an
annual
support
plan
from
Verimatrix,
you
get
best-‐
in-‐class
support
services
for
the
industry.
Here’s
a
breakdown
of
what’s
included:
Features
What’s
Included
Support
Methods
Emergency
Telephone
Hotline
+
Web
Portal
Initial
Response
15
Minutes
For
Priority
One
(P1)
4
Hours
For
Priority
Two
(P2)
24
Hours
For
Priority
Three
(P3)
Best
Effort
For
All
Other
Requests
Support
Hours
24
hours
x
7
days
x
365
days
per
year
Support
Duration
/
Case
Unlimited
Support
Requests
/
Year
Unlimited
Proactive
Support
Notifications
Yes
Implement
Critical
Workarounds
Yes
Includes
Verimatrix
Software
Yes
Hotfixes
and
Security
Patches
Includes
Verimatrix
Minor
Yes
(e.g.
3.x
to
3.y
and
3.x.y
to
3.x.z)
Upgrades
and
Service
Packs
Includes
Verimatrix
Major
Release
Available
at
a
discounted
rate
(e.g.
2.x
to
Upgrades
3.x)
Includes
IBM
Hardware
Support
Yes,
If
hardware
is
purchased
through
Verimatrix
Includes
Red
Hat
Support
Yes,
If
software
is
licensed
through
Verimatrix
Includes
Oracle
Support
Yes,
as
an
embedded
component
of
Verimatrix
solutions
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Annual
Support
Plan
Enrollment
in
the
Verimatrix
Annual
Support
Plan
includes
the
following
benefits:
• 24/7/365
worldwide
support
via
access
to
our
web-‐based
support
portal
and
telephone
hotline
• Unlimited
access
to
online
support
and
knowledge
bases
• Unlimited
upgrades
of
major
and
minor
software
upgrades
and
service
packs.
• Unlimited
software
hotfixes
and
security
patches.
• Unlimited
upgrades
of
Verimatrix-‐approved
upgrades,
patches
and
hotfixes
for
Red
Hat
Enterprise
Linux
operating
system,
Oracle
Enterprise
Edition
database
and
IBM
server
and
storage
platforms
(if
purchased
through
Verimatrix)
• Proactive
updates
on
new
software
releases
and
advance
copies
of
release
notes
• Proactive
customer
bulletins
of
known
issues
and
operational
workarounds
• Availability
to
schedule
on-‐site
and
remote
services,
such
as
installation,
configuration,
upgrade
and
migration
services
• Availability
of
periodic
system
health
checks
and
database
integrity
verification
checks
• Access
to
free
monthly
webinars
from
Verimatrix
University
• Written
incident
reports
for
all
Priority
1
(P1)
issues
within
72
hours
of
case
closure,
with
executive
summaries,
root
cause
analysis,
corrective
actions,
validation
procedures
and
next
steps
clearly
documented
for
both
management
and
technical
audiences.
• Additional
services
and
monitoring
as
may
be
deemed
appropriate
to
ensure
system
integrity
in
the
future.
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Software
Upgrades
Customers
with
valid
annual
support
plan
are
eligible
for
unlimited
free
upgrades
of
their
software
within
a
given
major
version.
a.b.c
In
this
numbering
scheme,
“a”
represents
the
major
number,
“b”
represents
the
minor
number,
and
“c”
represents
the
service
pack
release.
Major
(a):
For
example,
an
upgrade
from
a
2.x
to
3.x
would
be
an
example
of
a
major
system
upgrade.
Due
to
the
scale
of
the
changes
and
new
features,
a
3.x
or
later
release
may
be
offered
at
a
discounted
rate
to
customers
already
on
the
2.x
platform.
Minor
(b):
For
example,
an
upgrade
from
a
3.1
to
3.2
would
be
an
example
of
a
minor
upgrade,
which
introduces
new
minor
functionality
and
all
maintenance,
security
and
functional
upgrades
since
the
last
major
version
or
minor
version.
This
is
included
free
of
charge
with
a
valid
support
plan.
Service
Pack
(c):
For
example,
an
upgrade
from
a
3.2.1
to
3.2.2
would
be
an
example
of
a
service
pack
upgrade,
which
does
not
introduce
any
new
functionality,
but
only
applies
bug
fixes
and
security
patches
since
the
last
minor
version
or
service
pack.
This
is
included
free
of
charge
with
a
valid
support
plan.
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Remote
System
Access
Verimatrix
strongly
recommends
that
our
customers
allow
us
to
have
continuous,
secured
connections
to
their
sites
to
minimize
delays
when
providing
customer
support
services.
Such
access
can
be
locked
down
to
Verimatrix’s
public
IP
addresses
and
authorized
user
lists
and
methods
as
defined
by
each
customer.
Operating
System,
Database
&
Hardware
Support
If
the
RHEL
operating
system
and/or
hardware
were
licensed
or
purchased
through
Verimatrix,
the
respective
component
is
covered
under
the
support
plan,
and
Verimatrix
or
the
reseller
acting
as
its
agent
will
provide
all
first-‐level
support
and
troubleshooting.
If
any
of
these
items
was
not
purchased
through
Verimatrix,
it
is
the
responsibility
of
the
purchaser
to
provide
all
support
necessary
to
keep
that
component
fully
up-‐to-‐date
and
operational
at
rated
level
of
performance.
In
any
event,
customer
installation
and
commissioning
of
any
of
these
components
must
match
the
Verimatrix
published
requirements
and
specifications.
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©
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Verimatrix,
Inc.
Software
Hotfixes
&
Software
Related
Security
Breaches
Policy
Verimatrix
takes
its
obligation
towards
its
customer’s
business
very
seriously
and
should
be
promptly
notified
of
any
unauthorized
and/or
illicit
use
of
the
Verimatrix
products,
including
the
occurrence
of
any
suspected
piracy
A
Breach
of
Security
shall
be
deemed
to
exist
if:
(i)
a
viable
consumer
device,
apparatus
or
software
which
enables
unauthorized
third
parties
("Unauthorised
Viewers")
to
gain
access
to
protected
video
content
for
any
period
of
time;
(ii)
(a)
such
a
device
is
in
use
with
at
least
25%
of
the
subscribers
of
any
given
deployment
or
(b)
the
hacked
device
is
obtained
by
the
customer;
and
(iii)
the
cause
of
the
Breach
of
Security
results
from
a
failure
of
the
VCAS
system
to
operate
in
accordance
with
its
documentation.
• A
Breach
of
Security
warrants
a
special
form
of
response
within
the
Support
Plan.
Upon
receipt
of
notification
from
customer
of
a
Breach
of
Security
and
subject
to
customer’s
then-‐current
enrolment
in
the
Support
Plan,
Verimatrix
shall
promptly
use
all
commercially
reasonable
endeavors
to
remedy
the
Breach
of
Security
by
changing
signaling
in
the
VCAS
head-‐
end
system,
and/or
activating
counter-‐measures
already
implemented
in
the
VCAS
system
as
a
whole.
Without
limiting
the
generality
of
the
foregoing,
Verimatrix
shall
within
30
calendar
days
after
obtaining
the
pirate
device,
apparatus
or
software
and
all
information
available
to
customer,
present
a
first
analysis
and
action
plan
report
to
customer.
• In
formulating
its
action
plan,
Verimatrix
shall
consult
with
customer
regarding
the
steps
it
intends
to
take
to
remedy
the
Breach
of
Security,
and
Verimatrix
shall
give
good
faith
consideration
to
customer's
opinion.
Customer
shall
supply
all
reasonable
assistance
and
information
to
Verimatrix
in
connection
with
the
remedy
of
the
Breach
of
Security.
• Pursuant
to
the
proposed
action
plan,
Verimatrix
shall
use
all
reasonable
endeavors
to
provide
customer
with
counter-‐measures
and/or
a
workaround
in
the
VCAS
software
(if
such
a
workaround
is
technically
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feasible)
or
make
necessary
updates
to
the
VCAS
software
at
Verimatrix
cost.
• Customer
undertakes
to
implement
such
workaround,
counter-‐
measures
or
updates
within
a
period
of
not
more
than
6
weeks
after
acceptance
of
the
proposed
workaround,
counter-‐measure
or
update.
Such
implementation
is
at
the
customer's
expense.
Note
that
customers
without
an
annual
support
plan
are
not
entitled
to
system
updates
or
security
patches,
and
may
be
subject
to
revocation
of
content
licensing
rights
by
their
content
owners
in
the
event
of
a
Breach
of
Security.
NOTE:
In
the
event
of
a
defect
or
Breach
of
Security
related
to
a
physical
removable
security
device
(smartcard),
customers
enrolled
in
a
support
plan
will
receive
security
hotfixes
or
countermeasure
support
as
above.
The
cost
of
replacement
smartcards
is
excluded
from
the
annual
support
plan..
Additional
insurance
options
may
be
available
to
cover
the
cost
of
replacement
smartcards.
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Appendix
A:
Case
Response
Times
Priority
Description
Initial
Response
Priority
1
(P1)
Any
critical
issue
created
by
the
15
Minutes
Verimatrix
system
that
leads
to
the
failure
of
services
that
affects
more
than
1%
of
subscribers
and/or
results
in
a
loss
of
revenue
to
our
customer.
Priority
2
(P2)
Any
issue
caused
by
the
Verimatrix
4
Hours
system
that
leads
to
intermittent
failure
or
degradation
of
services
that
affects
more
than
1%
of
subscribers.
Priority
3
(P3)
Any
other
issue
caused
by
the
Verimatrix
24
Hours
system
that
is
not
covered
by
the
definition
of
a
Priority
1
or
Priority
2.
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Appendix
B:
Getting
Support
From
Verimatrix
Priority
Method
Of
Support
Priority
1
(P1)
For
immediate
emergency
support
from
Verimatrix,
the
first
step
to
reporting
a
P1
issue
is
to
create
a
case
in
the
Verimatrix
Customer
Care
portal
with
all
available
replication
steps,
log
files,
screenshots,
and
other
supporting
data
attached
for
our
engineers
to
review.
This
also
ensures
that
the
case
is
logged
and
tracked
with
a
unique
case
number
and
timestamp
for
when
it
was
opened,
and
that
all
necessary
information
to
begin
troubleshooting
is
available
for
our
Global
Services
engineers
to
review.
[Link]
NOTE:
Valid
username
and
password
required.
To
request
this
ahead
of
time,
email
GetAnAccount@[Link].
Next,
all
P1
issues
must
then
be
reported
and
escalated
via
the
Verimatrix
Customer
Care
Emergency
Hotline:
USA
&
Canada
(Toll-‐Free):
+1
(800)
574-‐3856
Australia
(Toll-‐Free):
1-‐(800)-‐039-‐168
All
Other
International:
+1
(858)
764-‐5300
This
ensures
that
a
live
operator
connects
your
call
to
an
available
Verimatrix
Global
Services
representative
who
will
assist
you
with
your
emergency
issue.
When
connected,
refer
to
the
case
number
created
in
the
Verimatrix
Customer
Care
Portal.
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All
Other
For
all
other
support
requests,
create
a
case
in
the
Verimatrix
Support
Customer
Care
portal
with
all
available
replication
steps,
log
files,
Requests
screenshots,
and
other
supporting
data
attached
for
our
engineers
to
review.
[Link]
NOTE:
Valid
username
and
password
required.
To
request
this
ahead
of
time,
email
GetAnAccount@[Link].
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