AudienceView Support Services Page v1.0.1

The following Support Services will be provided as part of the AudienceView Subscription Services Agreement:

  • 24 x 7 automated system monitoring
  • 24 x 7 Support portal access
  • 24 x 7 access to video knowledge base, application documentation, and customer community via AVConnect Online
  • Direct access to AudienceView’s team of Client Support Analysts via the support portal, telephone, and/or electronic mail during Business Hours
  • 24 x 7 response and investigation for reported Priority 1 cases as per the Priority Definitions & Response Times documented below
  • Business Hours response and investigation for reported Priority 2 and Priority 3 cases as per the Priority Definitions & Response Times documented below
  • Investigation and triage of Support cases related to application performance, defects, configuration issues, and technical tasks
  • Basic coaching and configuration support for up to one hour per case.
  • Provision of any available case solutions related to Service Provider’s then current version of the Subscription Services
  • Deployment of regularly released software updates and patches to Service Provider’s then current version of the Subscription Services via Service Provider’s maintenance engineers
  • Remote execution of Support Services, including but not limited to file transfer via FTP server where applicable
  • The appointed Designated Client Support Contact(s) must have technical knowledge and experience with the Subscription Services configuration, installation, network layout, types of computer systems, operating systems and equipment used in respect of the problem situation.

The delivery of Support Services does not extend to: (i) software or services which have been altered, modified or improperly installed or configured by Client, its customers, or any third party without AudienceView’s prior written consent; (ii) failures related to an unsuitable operating environment, including, but not limited to, inadequate electrical power, air conditioning or humidity control; (iii) failures related to an accident, disaster or other Force Majeure event;  (iv) any unauthorized use of the Subscription Services; (v) any work requiring Service Provider to make corresponding changes to any software other than that included within the Subscription Services.

Priority Definitions & Response Times

Response times provided in the Priority Definitions & Response Times or otherwise whether orally or in writing, are intended as good faith estimates, guidelines or objectives only and are not to be taken as warranties or representations. Service Provider has ultimate responsibility for determining the level of priority.

Problem resolution time will depend on the priority level, complexity of issue, level of assistance provided by the caller in the problem diagnosis process, and amount of development engineering resources needed. Designated Client Support Contact(s) shall be kept informed of AudienceView’s progress and shall be given an estimated date of resolution where possible or applicable.

Problems reported are entered into Service Provider’s priority case management system and then assigned to an appropriate resource. Incident reports are prepared containing Client’s provided information about the reported problem, any diagnostics performed, the computing environment, priority level and trace files. Service Provider will assign a case reference number which will be used in all future communications with Client regarding the reported incident. Client understands that failure to provide accurate and detailed call information as described above may increase the amount of time needed by Service Provider to diagnose the problem and develop a possible solution. Client shall support Service Provider, as necessary, in its investigation.

Definition Response Time Investigation Effort
Priority 1:Critical and urgent impact to Client’s business operations and/or ability to collect revenue.ie. system is down.Within 15 minutes of logging case during Business Hours.Within 30 minutes of logging case outside of Business Hours.Full-time resources committed around the clock.
Priority 2:Significant aspects of Client’s business operations are negatively impacted.ie. reports aren’t executing from the system.Within 1 hour of logging case during Business Hours.Next business day outside of Business Hours.Full-time resources committed during Business Hours.
Priority 3:Minimal to no aspects of Client’s business operations are negatively impacted.ie. question about configuration in the system.Within 4 hours of logging case during Business Hours.Next business day outside of Business Hours.Resources committed during Business Hours.

Regardless of the priority assignment, Client’s problem must relate to the Subscription Services in order for Support Services to be applied hereunder.  Where Service Provider is required to perform Support Services outside of the scope of the Support Plan, including but not limited to investigations, efforts and resolutions pertaining to third party software, hardware, networks or facilities, Service Provider shall charge Client at its then current daily Services rate for the Services rendered. The case will not be closed by Service Provider until receipt of written confirmation from Client that the problem has been resolved. The confirmation shall be provided within five (5) Business Days of the delivery of notification by Service Provider. If written confirmation or feedback is not received by that time, it will be assumed the problem has been resolved. Capitalized terms used but not defined herein shall have the meanings ascribed to them in the body of Client’s AudienceView Subscription Services Agreement with Service Provider, to the extent defined therein.

Support Contact Information

Support web portal: http://support.audienceview.com
AVConnect Online forum: https://connect.audienceview.com

Phone numbers:

North America: 1-866-806-8854
United Kingdom: 08456 800132
Europe / International: 011-44-845-680-0132
Email Address: Support@audienceview.com

For Priority 1 issues that require immediate attention:

Support web portal: http://support.audienceview.com
On-call Phone: 1-647-402-4132
On-call Email: Oncall@audienceview.com

You should be prepared to provide the following information:
  • Support Contact’s name
  • Support Contact’s telephone number
  • Support Contact’s Email Address
  • As much detail, including systems messages and screen printouts, as possible. This will help us quickly identify the problem and assign a priority level.

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