Annex No. 3
TO AGREEMENT ON SERVICES
No. B-44/0 concluded on 28 August 2013
ADDITIONAL AGREEMENT
State Limited liability company Latvian Television, registration No. 40003080597, Zakusalas
Embankment 3, Riga, LV-1050, Latvia (hereinafter referred to as LTV) represented by board member
Maris Skujiņš, on the one part, and VizuAll, Inc., d/b/a ScheduALL, registration No. 65-0214833, 200
South Park Road, Suite 250, Hollywood FL US 33021 (hereinafter referred to as VizuAll) represented by
President Eric Legow, on the other part, each of them separately and both together hereinafter referred to
as Parties, agree on the following additional Agreement terms:
1.
VizuAll confers LTV the right to use ScheduALL advanced module and provides technical
support in 12 month period commencing from 1 September 2013.
2.
LTV pays VizuAll 9,605.07 Euros for renewing and maintaining ScheduALL module.
State Limited liability company Latvian
Television
VizuAll, Inc. d/b/a ScheduALL
_____________________________________
Māris Skujiņš, Board member
Date: 28 August 2013
_____________________________________
Eric Legow, President
Date: 22 August 2013
LTVAnnex3pexe_22August2013.doc
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SERVICE LEVEL AGREEMENT General Terms and Conditions
Acknowledge – an email or telephone confirmation that the Licensor will initiate problem solving and/or
follow up and the determination of the Severity level of the issue (if applicable).
Defect Release – a high priority release, which may be a Major Release or a Minor Release, for the
purpose of addressing Severity One and/or Severity Two Errors.
Error shall mean a failure of the Software that causes the Software to crash, lose data, or materially
deviate from the Specifications, except to the extent arising from Licensee’s error or misuse of the
Software.
Software shall mean the object code version of the Licensor’s software licensed by Licensee, as further
defined and pursuant to the License Agreement.
Specifications shall mean the User’s Guide for the Software in effect at the date of this Agreement or as
modified by Licensor from time-to-time.
Major Release – Publicly released Update with accompanying documentation.
Minor Release - Publicly released Update without accompanying documentation.
Resolution - means a permanent solution to an Error which is provided by Licensor in accordance with
Licensor‘s Software Specifications, which may include, only after Licensor explores other option(s),
Licensor instructing Licensee to restore a back-up.
Response – the Licensor shall deliver to Licensee a proposed plan for arriving at a resolution which is
anticipated to Workaround or remedy the issue.
Severity One (Critical) – A severity one (1) issue is an Error in the Software which causes fatal errors
preventing all useful work to be done, Licensee's production system(s) are down or not functioning; loss
of production data and no procedural Workaround exists.
Severity Two (High) – A severity two (2) issue is an Error in the Software where the Licensee's system is
functioning but there is a severe loss of services which disabled major functions of the Software. Core
part(s) of the system fails to function and affects users system wide. This includes severely degraded
response time.
State Limited liability company Latvian
Television
VizuAll, Inc. d/b/a ScheduALL
_____________________________________
Māris Skujiņš, Board member
Date: 28 August 2013
_____________________________________
Eric Legow, President
Date: 22 August 2013
Page 2 of 5
Severity Three (Medium) – A severity three (3) issue is an Error in the Software which may involve
partial functionality loss, and/or one which impairs some operations but allows the Software to
continue to function. This may include impact to the Licensee's operation and issues where there is a
workaround available. This may also include login issues and tool response time delays caused by
Errors in the Software.
Severity Four (Low) – A severity four (4) issue is for other issues including general usage question,
or recommendation for a future product enhancement or modification. This includes documentation
errors, tool usability questions, guideline issues, and subjective issues such as aesthetics.
Update – A revision to the Software licensed under the applicable Software License Agreement may
consist of Error fixes and/or minor functional enhancements issued by Licensor from time-to-time,
generally made available to Licensor’s licensees that receive the same level of maintenance and
support pursuant to a Maintenance Agreement which is in force. Licensor designates an Update by a
change in the digit(s) to the right of the decimal in the product version number (e.g. v. 3.01, 3.02 etc.).
Upgrade – A revision to the Software licensed under the applicable Software License Agreement at
an additional fee which may include new functionality additions, major re-engineering of the
Software, Additional Developments, and/or additional Software components. Licensor designates a
major re-engineering Upgrade by a change in the digit(s) to the left of the decimal in the product
version number (e.g. v. 3.01, v. 4.01, etc.).
Workaround - temporary solution to an issue provided which may include instructing Licensee to
restore a back-up, reversion to a previous version, procedural changes for functions, or other
remedies.
At all times during the Term, Licensee shall maintain and implement proper back-up and restore
procedures.
The Service Level Agreement is subject to change with sixty (60) days notice prior to each
Maintenance renewal term.
State Limited liability company Latvian
Television
VizuAll, Inc. d/b/a ScheduALL
_____________________________________
Māris Skujiņš, Board member
Date: 28 August 2013
_____________________________________
Eric Legow, President
Date: 22 August 2013
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OPTIONAL SILVER SERVICE LEVEL AGREEMENT
The Silver Service Level Agreement provides remote service from one of three Customer Care Centers:
Either the U.S. Customer Care Center, the London, United Kingdom Customer Care Center, or the
International Customer Care Center.
Service hours are:
*
U.S. Customer Care Center: From 9:00 AM to 8:00 PM Eastern Standard Time, 5 days a week
(Monday – Friday), with the exception of U.S. bank holidays;
*
London, United Kingdom Customer Care Center: From 9:00 AM to 6:00 PM GMT/BST, 5 days
a week (Monday – Friday), with the exception of London, United Kingdom bank holidays;
*
International Customer Care Center: From 4:00 PM Eastern Standard Time to 2:00 AM Eastern
Standard Time, 5 days a week (Monday – Friday), with the exception of U.S. bank holidays.
(See Order Form for designated Customer Care location.)
ScheduALL Customer Care staff assists Licensees with product information, revision control information,
product usage issues, and incident resolution, which may involve problem determination, analysis, and
diagnosis. ScheduALL also provides standard support for ScheduALL Software, including information on
product configuration and usage, releases, and updates.
Product Change Notification: Licensees will receive product change notification to alert them to changes
by subscription to e-mail notification.
State Limited liability company Latvian
Television
VizuAll, Inc. d/b/a ScheduALL
_____________________________________
Māris Skujiņš, Board member
Date: 28 August 2013
_____________________________________
Eric Legow, President
Date: 22 August 2013
Page 4 of 5
Silver Service Level Agreement Features
Telephone Support
Yes
Email Support
Yes
Product Change Notification
Yes
Acknowledge (Severity 1 & 2)
< 1 business day
Acknowledge (Severity 3 & 4)
< 1 business day
Response (Severity 1)
< 1 business day
Response (Severity 2)
< 2 business days
Response (Severity 3)
< 3 business days
Response (Severity 4)
< 3 business days
Resolution (Severity 1 & 2)
Highest priority; next tested Defect Release
Resolution (Severity 3)
Next Major Release > 60 days from the date of Response
Resolution (Severity 4)
N/A
Online Knowledge Database
Yes
Allowable Number of Service Requests
Unlimited
Number of Authorized Contacts
3
Escalation Management
Yes
Agreement Term
Minimum 12 Months
Software Updates
Yes
State Limited liability company Latvian
Television
VizuAll, Inc. d/b/a ScheduALL
_____________________________________
Māris Skujiņš, Board member
Date: 28 August 2013
_____________________________________
Eric Legow, President
Date: 22 August 2013
© 2002 – 2013 VizuAll, Inc. All rights reserved.
ScheduALL ® is a trademark of VizuAll, Inc.
SilverSLA_19April2013.doc
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