Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time CONFIDENTIAL [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Escalation Levels Escalation Response Time Synacor (individual contacts and phone numbers may change from time to time upon written notice) Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team ▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes. Support Supervisor [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes from either Level 1 or Level 2. Operations Support Manager [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 30 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. Director of IT [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 60 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 4. VP of IT [*] [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED SCHEDULE G TO MASTER SERVICES AGREEMENT TERMS OF USE The User TOU shall be the then-current “Qwest High Speed Internet Subscriber Agreement” or its successor document found at ▇▇▇.▇▇▇▇▇.▇▇▇ or a successor site (and as of the Effective Date, more specifically found at ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/legal/highspeedinternetsubscriberagreement/). CONFIDENTIAL TREATMENT REQUESTED SCHEDULE H TO MASTER SERVICES AGREEMENT DEVELOPMENT SERVICES 1. Phase 1 (the time period for Phase 1 shall be set forth in Schedule J). A. Support Representative Authentication: With regard to the support tool for Client’s support representatives, during Phase 1, authentication will be provided on an individual representative level basis using a proxy to an active directory source managed by Client. B. Links to Client Content: Synacor shall provide Client Branded Portal links to Client Content, including Client’s “qZone.” C. Registration Flow: Synacor will provide a registration flow for new Users, but Client will be responsible to either (i) utilize Synacor’s standard APIs with Client’s Quick Connect integration flow tool for the registration process, or (ii) utilize a walled-garden hand-off to Synacor’s registration flow from Client’s Quick Connect installation flow tool, as will be further described in Schedule J. 2. Phase 2 (the time period for Phase 2 shall be set forth in Schedule J). A. Support Representative Authentication: With regard to the support tool for Client’s support representatives, during Phase 2, and provided Client’s LDAP is available, Synacor will integrate with Client’s LDAP to allow for authentication for single sign-on at an individual representative level. B. APIs: Synacor shall provide Client with authentication and session management APIs. These APIs shall be subject to the Portal Availability requirements and credits sections of Schedule F as if they were the Client Branded Portal thereunder. The APIs shall allow Client to: (1) programmatically authenticate Users; (2) distinguish between primary and secondary accounts; (3) link Users back to a Client account; and (4) programmatically manage User sessions. C. Account Creation Mask: At Client’s request, Synacor will provide an account creation mask that will provide Users that are not HSI Subscribers with a 4 digit number and name.
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Sources: Master Services Agreement
Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed [*] CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time CONFIDENTIAL [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Escalation Levels Escalation Response Time Synacor (individual contacts and phone numbers may change from time to time upon written notice) Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team ▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes. Support Supervisor [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes from either Level 1 or Level 2. Operations Support Manager [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 30 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. Director of IT [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 60 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 4. VP of IT [*] Sections XI through XX below shall only apply to Activated Email Boxes. [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED SCHEDULE G TO MASTER SERVICES AGREEMENT TERMS OF USE The User TOU shall be the then-current “Qwest High Speed Internet Subscriber Agreement” or its successor document found at ▇▇▇.▇▇▇▇▇.▇▇▇ or a successor site (and as of the Effective Date, more specifically found at ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/legal/highspeedinternetsubscriberagreement/). CONFIDENTIAL TREATMENT REQUESTED SCHEDULE H TO MASTER SERVICES AGREEMENT DEVELOPMENT SERVICES
1. Phase 1 (the time period for Phase 1 shall be set forth in Schedule J).
A. Support Representative Authentication: With regard to the support tool for Client’s support representatives, during Phase 1, authentication will be provided on an individual representative level basis using a proxy to an active directory source managed by Client.
B. Links to Client Content: Synacor shall provide Client Branded Portal links to Client Content, including Client’s “qZone.”
C. Registration Flow: Synacor will provide a registration flow for new Users, but Client will be responsible to either (i) utilize Synacor’s standard APIs with Client’s Quick Connect integration flow tool for the registration process, or (ii) utilize a walled-garden hand-off to Synacor’s registration flow from Client’s Quick Connect installation flow tool, as will be further described in Schedule J.
2. Phase 2 (the time period for Phase 2 shall be set forth in Schedule J).
A. Support Representative Authentication: With regard to the support tool for Client’s support representatives, during Phase 2, and provided Client’s LDAP is available, Synacor will integrate with Client’s LDAP to allow for authentication for single sign-on at an individual representative level.
B. APIs: Synacor shall provide Client with authentication and session management APIs. These APIs shall be subject to the Portal Availability requirements and credits sections of Schedule F as if they were the Client Branded Portal thereunder. The APIs shall allow Client to: (1) programmatically authenticate Users; (2) distinguish between primary and secondary accounts; (3) link Users back to a Client account; and (4) programmatically manage User sessions.
C. Account Creation Mask: At Client’s request, Synacor will provide an account creation mask that will provide Users that are not HSI Subscribers with a 4 digit number and name.
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