As per the global email notification that has been sent out, Signagelive has updated their End User Agreement (EUA) with immediate effect. These changes are to ensure that our agreement is inline with the current services being provided by Signagelive, and to ensure complete accuracy to our global customers.
In addition to the email, the following article will clearly identify all alterations made to the updated agreement to ensure complete transparency; highlighting both Old and New.
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Change 1: Section Fees
In the Fees section we have removed the term ‘Per Annum’ from the definition of Fees.
How it was:
Fees - The fees for using the Service are calculated based upon each Enabled Device connected to the Service. Fees are payable per annum per Enabled Device in accordance with the pricing provided by the Provider or its Partner (as defined below).
How it is now:
Fees - The fees for using the Service are calculated based upon each Enabled Device connected to the Service. Fees are payable per Enabled Device in accordance with the pricing provided by the Provider or its Partner (as defined below.
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Change 2: Section 1.1.1 (Definitions and construction)
We have changed the definition of Commencement Date to refer to the device connecting to our “Service” and not “Website”.
How it was:
1.1.1 (Definitions and construction) -
1.1.1 “Commencement Date” means the date on which Customer first accesses the Service by connecting a device to the Website.
How it is now:
1.1.1 (Definitions and construction) -
1.1.1 “Commencement Date” means the date on which Customer first accesses the Service by connecting a device to the Service.
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Change 3: Section 1.1.30 (Definitions and construction)
We have amended the use of our URL to be lowercase.
How it was:
1.1.1 (Definitions and construction) -
1.1.30 “Website” means www.Signagelive.com.
How it is now:
1.1.1 (Definitions and construction) -
1.1.30 “Website” means www.signagelive.com
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Change 4: Section Notices (15.2)
We have amended the use of our URL to be lowercase.
How it was:
Notices (15.2) -
NOTICES TO EMAIL - Provider [email protected]
How it is now:
Notices (15.2) -
NOTICES TO EMAIL - Provider [email protected]
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Change 5: Section Schedules
We have updated our schedule of Support Team operation to include our newer 24/5 support.
How it was:
Schedules -
N.B. UNLESS OTHERWISE STATED, ALL TIMES REFERRED TO IN THE SCHEDULES REFER TO THE FOLLOWING HOURS:
MONDAY 08:00 – Midnight
TUESDAY 08:00 – Midnight
WEDNESDAY 08:00 – Midnight
THURSDAY 08:00 – Midnight
FRIDAY 08:00 – Midnight
ALL TIMES ARE UNITED KINGDOM GMT AND EXCLUDE U.K. PUBLIC HOLIDAYS
How it is now:
Schedules -
The Signagelive Support Team operates 24/5 through Monday to Friday. This excludes UK and Singapore public holidays.
ALL TIMES ARE UNITED KINGDOM GMT AND EXCLUDE U.K. AND SINGAPORE PUBLIC HOLIDAYS
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Change 6: Section Service and Service Levels (1a. Customer Support)
We have amended the use of our email to be lowercase.
How it was:
Service and Service Levels (1a. Customer Support)
a. Customer Support:
i) email support via [email protected]
How it is now:
Service and Service Levels (1a. Customer Support)
a. Customer Support:
i) email support via [email protected]
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Change 7: Section Service and Service Levels (1b. Backup Services)
We have amended our backup services to state “Databases are backed up every 3 hours”.
How it was:
Service and Service Levels (1b. Backup Services)
b. Backup Services:
i) all Customer Data on the Hosted Application will automatically be backed up daily.
How it is now:
Service and Service Levels (1b. Backup Services)
b. Backup Services:
i) Databases are backed up every 3 hours. We constantly monitor our systems and take appropriate action to scale both vertical and horizontal as and when it is required.
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Change 8: Section Service and Service Levels (2. Customer Service Hours)
We have amended our Support times to reflect 24/5 Support times.
How it was:
Service and Service Levels (2. Customer Service Hours)
2. Customer Service Hours
Customer service help desk will be available to accept, and work on support received via Live Chat and/or Email from Customer between the hours of 08:00am and Midnight, Monday through Friday GMT and exclude UK Public Holidays. Emails may be sent to [email protected]
How it is now:
Service and Service Levels (2. Customer Service Hours)
2. Customer Service Hours
Customer service help desk will be available to accept, and work on support received via Live Chat and/or Email from Customer between the hours of 00:00am and Midnight, Monday through Friday GMT; excluding UK and Singapore Public Holidays. Emails may be sent to [email protected]
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Change 9: Section Service and Service Levels (4.1. Backup Frequency)
We have amended our backup frequency to state “Databases are backed up every 3 hours”.
How it was:
Service and Service Levels (4.1. Backup Frequency)
4.1 Backup Frequency
Backup is a daily process with complete load balancing.
How it is now:
Service and Service Levels (4.1. Backup Frequency)
4.1 Backup Frequency
Databases are backed up every 3 hours. We constantly monitor our systems and take appropriate action to scale both vertical and horizontal as and when it is required.
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Change 10: Section Service and Service Levels (4.1. Backup Frequency)
We have updated our ‘Call will be addressed’ times in accordance with Signagelive Support service delivery and Support Plans.
How it was:
Customer Response Times (Response)
Priority - Low
The call will be addressed by support analyst within : 60 Minutes
Maximum target for provision of plan for resolution or circumvention : 3 Days
Provision of Temporary Fix : A.S.A.P.
Provision of Permanent Fix : A.S.A.P.
Priority - Medium
The call will be addressed by support analyst within : 40 Minutes
Maximum target for provision of plan for resolution or circumvention : 2 Days
Provision of Temporary Fix : A.S.A.P.
Provision of Permanent Fix : A.S.A.P.
Priority - High
The call will be addressed by support analyst within : 20 Minutes
Maximum target for provision of plan for resolution or circumvention : 1 Days
Provision of Temporary Fix : A.S.A.P.
Provision of Permanent Fix : A.S.A.P.
How it is now:
Customer Response Times (Response)
Priority - Low
The call will be addressed by support analyst within : 24 Hours
Maximum target for provision of plan for resolution or circumvention : 3 Days
Provision of Temporary Fix : A.S.A.P.
Provision of Permanent Fix : A.S.A.P.
Priority - Medium
The call will be addressed by support analyst within : 4 Hours
Maximum target for provision of plan for resolution or circumvention : 3 Days
Provision of Temporary Fix : A.S.A.P.
Provision of Permanent Fix : A.S.A.P.
Priority - High
The call will be addressed by support analyst within : 2 Hours
Maximum target for provision of plan for resolution or circumvention : 2 Days
Provision of Temporary Fix : A.S.A.P.
Provision of Permanent Fix : A.S.A.P.
Priority - Urgent
The call will be addressed by support analyst within : 1 Hours
Maximum target for provision of plan for resolution or circumvention : 1 Days
Provision of Temporary Fix : A.S.A.P.
Provision of Permanent Fix : A.S.A.P
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Change 11: Section Customer Support Response Times (Classification of Support Priorities)
We have updated our ‘Classification of Support Priorities’ times in accordance with Signagelive Support service delivery and Support Plans.
How it was:
Classification of Support Priorities
HIGH – A major issue which prevents the Hosted Application or a part thereof from being run and/or cripples the Hosted Application or a part thereof or causes severe performance degradation; causes a halt to the operation of important tasks by Customer or places the operation of such tasks at risk; For example: inability to log in to the Hosted Application or inability to update media content to connect with Enabled Devices.
MEDIUM – A major problem with the running of the Hosted Application or any failure of the Hosted Application to perform in accordance with and provide the facilities, functions and capacity as set out in the relevant technical documentation provided by Provider; For example: Loss of key reports resulting in information having to be sourced by other means.
LOW – A minor inconvenience which causes minor disruption to normal working; For example: Not being able to change Enabled Device records or add support information.
How it is now:
Classification of Support Priorities
URGENT – Customer who is on Urgent Priority, has a major issue which prevents the Hosted Application or a part thereof from being run and/or cripples the Hosted Application or a part thereof or causes severe performance degradation; causes a halt to the operation of important tasks by Customer or places the operation of such tasks at risk; For example: inability to log in to the Hosted Application or inability to update media content to connect with Enabled Devices.
HIGH – Customer who is on Medium Priority, or a major problem with the running of the Hosted Application or any failure of the Hosted Application to perform in accordance with and provide the facilities, functions and capacity as set out in the relevant technical documentation provided by Provider; For example: Loss of key reports resulting in information having to be sourced by other means.
MEDIUM / LOW - Customer who is on Medium or Low Priority, or a minor inconvenience which causes minor disruption to normal working;
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Change 12: Section Customer Support Response Times (Escalation Levels)
We have updated our ‘Escalation Level’ times in accordance with Signagelive Support service delivery and Support Plans.
How it was:
Customer Support Response Times (Escalation Levels)
HIGH PRIORITY
ESCALATION LEVEL 1 : When call is logged
ESCALATION LEVEL 2 : 20 Minutes
ESCALATION LEVEL 3 : 4 hours
ESCALATION LEVEL 4 : 1 day
MEDIUM PRIORITY
ESCALATION LEVEL 1 : When call is logged
ESCALATION LEVEL 2 : 40 Minutes
ESCALATION LEVEL 3 : 8 hours
ESCALATION LEVEL 4 : 2 day
LOW PRIORITY
ESCALATION LEVEL 1 : When call is logged
ESCALATION LEVEL 2 : 60 Minutes
ESCALATION LEVEL 3 : 2 days
ESCALATION LEVEL 4 : 3 days
How it is now:
Customer Support Response Times (Escalation Levels)
URGENT PRIORITY
ESCALATION LEVEL 1 : When call is logged
ESCALATION LEVEL 2 : 2 hours
ESCALATION LEVEL 3 : 4 hours
ESCALATION LEVEL 4 : 1 day
HIGH PRIORITY
ESCALATION LEVEL 1 : When call is logged
ESCALATION LEVEL 2 : 4 hours
ESCALATION LEVEL 3 : 8 hours
ESCALATION LEVEL 4 : 2 days
MEDIUM / LOW PRIORITY
ESCALATION LEVEL 1 : When call is logged
ESCALATION LEVEL 2 : 1 day
ESCALATION LEVEL 3 : 2 days
ESCALATION LEVEL 4 : 3 days
The Signagelive End User Agreement can be found here - https://signagelive.com/eua/