OperatingLevel Agreement (OLA) for IvedaSolutions, Digital Ally and Tecnologa y Diagnsticos del Norte S.A. deC.V.(TDN) in Support of Serviciode Administracion Tributaria (SAT)
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EX-10.14 7 v201856_ex10-14.htm
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Operating Level Agreement (OLA) for
Iveda Solutions, Digital Ally and Tecnología y
Diagnósticos del Norte S.A. de C.V. (TDN) in
Support of Servicio de Administracion Tributaria
Diagnósticos del Norte S.A. de C.V. (TDN) in
Support of Servicio de Administracion Tributaria
(SAT)
Version 1.0
Contents
| General Overview | 2 | |
| Terms and Conditions | 3 | |
| Supported Services and Replacement Units | 4 | |
| Party Responsibilities | 5 | |
| Service Measures and Reporting | 7 | |
| Signatures of Approval | 7 | |
| Version History | 8 | |
| Appendix A: Incidents and Escalations | 9 | |
| Appendix B: Procedure Flowchart | 10 | |
| Appendix C: Service Enhancements and Change Management | 12 |
| Rev. 11/11/2010 | 1 | Service Life Cycle Management |
General Overview
This Operating Level Agreement (OLA) documents the support services provided by Iveda Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V. (TDN) for support of Servicio de Administracion Tributaria (SAT). The ultimate objective of this Agreement is to document internal support-group services and processes to ensure high-quality and timely delivery of Video Hosting, Video Archive and Remote Data Retrieval Services to customers in the SAT community. This OLA directly addresses the Video Hosting, Video Archive, In-Car Video Recordings, Software for Computer Viewing, and Remote Data Retrieval Services structure required to support Customer SAT requirements. For details on Customer requirements, see related Service Level Agreement (SLA).
Iveda Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V. (TDN) will provide SAT a single point of reporting problems with products and services covered in this OLA, using an online trouble ticketing system.
Parties
The parties affected by this OLA are:
| | · | Iveda Solutions |
| | · | Digital Ally, Inc. |
| | · | Tecnología y Diagnósticos del Norte S.A. de C.V. (TDN) |
| | · | Servicio de Administración Tributaria (SAT) |
Environment
The support environment consists of the mobile video device located on a vehicle owned and operated by SAT and the video hosting and archiving environment owned and operated by Iveda Solutions. The monitoring stations owned and operated by SAT are not covered in this agreement.
The video device consists of a DVM unit containing an internal backward facing camera and an external forward facing camera, In-Car Video Recordings, supplied and supported by Digital Ally and the video convertor and mobile router (SVC-1002) and Software for Computer Viewing, supplied and supported by Iveda Solutions.
The video hosting and archiving infrastructure consists of video servers and video storage devices.
| Rev. 11/11/2010 | 2 | Service Life Cycle Management |
Contact Information
| Iveda Solutions | Digital Ally | TDN | ||
| Contact | Contact | Contact | ||
| Jim Berglund Operations Manager ***@*** 480 ###-###-#### | Marlon Jinks Sales Support Engineer ***@*** 913 ###-###-#### | Armando Canseco Primary Contact for Device Maintenance ***@*** 210 ###-###-#### 011525553514957 |
Terms and Conditions
Agreement Period
This Agreement is valid from the effective date below and remains in effect throughout the life span of the services supported.
Effective date: September 10, 2010
Agreement Review
A representative of any of the parties (see Parties) may submit a written request for review of the Agreement to the designated review process owner at any time. The Agreement should be reviewed annually. In the absence of the completion of a review, the current Agreement will remain in effect. The review process owner will incorporate revisions into the Agreement if all parties mutually agree to the proposed changes.
| Last review: | Next review: March 10, 2011 |
Hours of Coverage
The procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday through Friday Arizona Time (except on holidays).
Holidays:
| | · | New Year’s Day |
| | · | Memorial Day |
| | · | Independence Day |
| | · | Labor Day |
| | · | Thanksgiving Day |
| | · | Christmas Day |
| Rev. 11/11/2010 | 3 | Service Life Cycle Management |
Service Goals
Iveda Solutions, Digital Ally, or TDN will respond via email message to each SAT issue submitted through the online trouble ticketing system within:
| | · | 30 minutes for issues classified as critical. |
| | · | Four hours (during business hours) for issues classified as high priority. |
| | · | Eight hours (during business hours) for issues classified as medium priority. |
| | · | Eight hours (during business hours) for issues classified as low priority. |
| Priority | Response time | Resolution Time | ||
| Low (4) | 8 hours | 7 Calendar Days | ||
| Medium (3) | 8 hours | 2 Business Days | ||
| High (2) | 4 hours | 1 Business Day | ||
| Critical (1) | 30 minutes | ASAP/24 hours maximum | ||
| Response times listed are in business hours. | ||||
A resolution may not be available at the time SAT contacts Iveda Solutions, Digital Ally, or TDN in which case Iveda Solutions, Digital Ally or TDN will attempt to estimate the “time to resolution.”
All groups involved will mutually determine an issue’s priority classification. See Appendix A for specific escalation response goals.
Sample issues are documented in Appendix A: Incidents.
Mobile Video Units will be installed at a minimum rate of 7 vehicles per week. The maximum (up to 130) installations must be completed within 4 months from September 10, 2010.
Repairs or replacements for malfunctioning video components (care maintenance) in the vehicles must be completed within 48 hours from the time of the request. Completion of repairs or replacements must be completed within 72 hours of the request for vehicles located in foreign locations. All requests requiring a device replacement for resolution will spawn a change request to complete the replacement process. The formal change process allows SAT to schedule the replacement of the device and formalizes the process to update the SAT asset database with the updated serial numbers of the new devices associated with each SAT vehicle.
Supported Services and Replacement Units
Hardware/Services Provided
| | · | One DVM unit with internal backward facing camera and external forward facing camera. |
| | · | A video converter and mobile router (SVC-1002) |
| | · | 24x7 video hosting |
| | · | Access to 3 months of video archiving |
| Rev. 11/11/2010 | 4 | Service Life Cycle Management |
| | · | Remote Data Retrieval |
| | · | Video Manager 2 Back Office Software |
| | · | In-Car Video Recordings |
Iveda Solutions agrees to provide technical support to users in SAT experiencing technical problems or questions with:
| | · | SVC-1002 units |
| | · | Access to video hosting |
| | · | Access to video archives |
| | · | Remote Data Retrieval |
Digital Ally agrees to provide technical support to users in SAT experiencing technical problems or questions with:
| | · | DVM units and external camera |
| | · | In-Car Video Recordings |
| | · | Video Manager 2 Back Office Software |
TDN agrees to install replacements for any malfunctioning devices listed below:
| | · | SVC-1002 units |
| | · | DVM units and external camera |
| | · | In-Car Video Recordings |
| | · | Video Manager 2 Back Office Software |
Replacement Units
SAT will be charged the full replacement cost for DVM and SVC-1002 units if outside of warranty period or if lost or stolen. No charge for replacement of damaged units inside warranty period. No charge for repairing supported services consisting of video hosting, video archive, In-Car Video recordings, and remote data retrieval.
Party Responsibilities
Iveda Solutions
Iveda Solutions agrees to:
| | · | Meet response times associated with the priority assigned to issues. |
| | · | Generate and share with SAT periodic reports to monitor compliance with service goals (see Service Goals). |
| | · | Maintain appropriately trained staff. |
| Rev. 11/11/2010 | 5 | Service Life Cycle Management |
| | · | Schedule maintenance (downtime) between 1:00 A.M. and 4:00 A.M. MST unless circumstances warrant performing maintenance at another time which must be pre-approved by SAT. |
| | · | Communicate in writing (e-mail) with SAT regarding issues involving change management (see Change Management). |
Digital Ally
Digital Ally agrees to:
| | · | Meet response times associated with the priority assigned to issues. |
| | · | Generate and share with SAT periodic reports to monitor compliance with service goals (see Service Goals). |
| | · | Maintain appropriately trained staff. |
| | · | Communicate in writing (e-mail) with SAT regarding issues involving change management (see Change Management). |
Tecnología y Diagnósticos del Norte S.A. de C.V. (TDN)
TDN agrees to:
| | · | Meet response times associated with the installation and replacement schedule agreed to with SAT. |
| | · | Generate and share with SAT periodic reports to monitor compliance with service goals (see Service Goals). |
| | · | Maintain appropriately trained staff. |
| | · | Schedule installation (downtime) as pre-approved by SAT for installations or as approved by SAT in a formal change request for maintenance (repairs). |
| | · | Communicate in writing (e-mail) with SAT regarding issues involving change management (see Change Management). |
| | · |
| | · | Be willing and available to provide critical information within 15 minutes of receiving a request for information from Iveda Solutions or Digital Ally seeking to resolve an SAT issue. |
| Rev. 11/11/2010 | 6 | Service Life Cycle Management |
Responsibility Assignment Matrix
| Activities / Role | ||||||||||||
| Business | DVM | SVC-1002 | Hosting | Access | Retrieval | OS Maintenance | ||||||
| SAT | I,S | I,S | I,S | |||||||||
| IS | R,A | R,A | R,A | R,A | R,A,I | |||||||
| DA | R,A | |||||||||||
| TDN | | R,A | | R,A | | | | | ||||
| Key: | Business: | Role: | |
| | SAT | R – Responsible | |
| IS – Iveda Solutions | A – Accountable | ||
| DA – Digital Ally | I – Input Required | ||
| TDN | S – Sign-off Required |
| Rev. 11/11/2010 | 7 | Service Life Cycle Management |
Service Measures and Reporting
On behalf of Iveda Solutions, Digital Ally, and TDN, Jim Berglund will provide SAT with the following reports in the intervals indicated.
| Report name | Reporting interval | Delivery method | Responsible party | |||
| Service Availability | monthly | email | Iveda Solutions/Digital Ally | |||
| Service Delivery | monthly | email | Iveda Solutions/Digital Ally/TDN | |||
| Number of customer incidents reported | monthly | email | Iveda Solutions/Digital Ally/TDN | |||
| Number of incidents resolved | monthly | email | Iveda Solutions/Digital Ally/TDN | |||
| Number of incidents open | monthly | email | Iveda Solutions/Digital Ally/TDN | |||
| Time to resolve tickets by severity | monthly | email | Iveda Solutions/Digital Ally/TDN | |||
| Accounts created | Daily/monthly | email | Iveda Solutions | |||
| Customer Satisfaction | Monthly | email | Iveda Solutions/Digital Ally/TDN |
Signatures of Approval
By signing below, all parties agree to the terms and conditions described in this Agreement.
Review Process Owner
| Name | Title | Signature | Date | |||
| Jim Berglund | Iveda Solutions Operations Manager |
Iveda Solutions
| Name | Title | Signature | Date | |||
| Luz Berg | Iveda Solutions Chief Operating Officer |
Digital Ally
| Name | Title | Signature | Date | |||
| Ken McCoy | Vice President, Sales & Marketing |
Tecnología y Diagnósticos del Norte S.A. de C.V.
| Name | Title | Signature | Date | |||
| Armando Canseco | Primary Contact for Device Maintenance |
| Rev. 11/11/2010 | 8 | Service Life Cycle Management |
Version History
| Date | File name | File location | Responsible party or revision initiator | |||
| Version 1.0 | Iveda Solutions Digital Ally and TDN OLA for support of SAT.doc | \\Lawnorder\Sales\Customers\SAT | Luz Berg | |||
| Rev. 11/11/2010 | 9 | Service Life Cycle Management |
Appendix A: Incidents and Escalations
Reporting Incidents
SAT first consults the troubleshooting guide and knowledge base within SysAid. If the troubleshooting guide or the knowledgebase do not resolve the issue SAT contacts either their internet service provider or submits an incident ticket to the trouble ticketing system. SAT uses the troubleshooting guide and SysAid training document to select the appropriate device or service for the incident ticket. Iveda Solutions or Digital Ally either solve the issue remotely, or contact TDN with instructions on how to resolve the issue.
Escalation Path
Iveda Solutions
If the problem is not resolved to the satisfaction of the customer
Jim Berglund – Operations Manager to be contacted – 001480 ###-###-####
***@***
Still not resolved
Luz Berg – Chief Operations Officer to be contacted – 001480 ###-###-####
***@***
Still not resolved
David Ly – Chief Executive Officer to be contacted – 001480 ###-###-####
***@***
Digital Ally
If the problem is not resolved to the satisfaction of the customer
Mark Gordon or Marlon Jinks to be contacted – 001913 ###-###-####
***@***; ***@***
Still not resolved
Larry Dado or Jeff Oost to be contacted – 001913 ###-###-####
***@***; ***@***
Still not resolved
Darrin McCoy to be contacted – 001913 ###-###-####
***@***
Still not resolved
Ken McCoy to be contacted – 001913 ###-###-####
***@***
Still not resolved
Steve Phillips to be contacted – 00913 ###-###-####
***@***
Still not resolved
Stan Ross to be contacted – 00913 ###-###-####
***@***
TDN
If the problem is not resolved to the satisfaction of the customer
Armando Canseco to be contacted – 210 ###-###-#### (TX) or 011525553514957
***@***
| Rev. 11/11/2010 | 10 | Service Life Cycle Management |
Appendix B: Procedure Flowchart
| Rev. 11/11/2010 | 11 | Service Life Cycle Management |
Appendix C: Service Enhancements and Change Management
Service Enhancements (initiated by SAT)
Services (as opposed to incidents; see Reporting Incidents) are planned activities that SAT knows will be required at some time in the future. SAT should request services by sending an e-mail message to ***@*** or ***@*** at minimum 14 days in advance.
Iveda Solutions or Digital Ally will respond to requests for service received with appropriate advance notice within 1 business day.
Change Management (initiated by Iveda Solutions or Digital Ally)
Change management refers to any event that alters the existing state of a Customer’s production services, including software, hardware, networks and facilities. Iveda Solutions and Digital Ally seek to minimize disruption of services by using a standard process to communicate and implement changes.
| Service Provider Change Management | Business impact | Customer notification and confirmation | Examples | |||
| Planned | ||||||
| Standard | Minor or repetitive changes considered part of the normal workflow with no affect on Customer’s business | None. | Password resets | |||
| Minor | Small changes that have a documented and proven implementation process with little impact to the Customer’s business. | Service Providers will advise Customer daily. Also in a monthly report. Unconfirmed notification to Customer is acceptable. | New account requests. New installations of video units. Replacement of failed devices in vehicles. | |||
| Moderate | Changes that may have a broad business impact. | Service Providers will advise Customer five working days in advance. Customer must confirm notification. | Installing patches on server. | |||
| Major | Changes that may have a significant impact to Customer business. | Service Providers will advise Customer ten working days in advance. Customer must confirm notification. | New OS or version upgrade, local upgrade in network infrastructure. | |||
| Unplanned | ||||||
| Critical (After-hours) | Changes that must be performed in order to correct a faulty service having some impact on Customer’s business. Impact to business does not warrant immediate correction. | Service Providers will advise Customer as soon as possible after knowing such a change is required. Confirmed notification is preferred. | Hung process on a server – needs to be corrected before next backup is scheduled. | |||
| Emergency (Immediate) | Changes that must be performed in order to correct a faulty service having a major impact on Customer’s business. Impact to business requires immediate resolution. | Service Providers will advise Customer after change implementation. Confirmed notification is preferred. | Virus attack on network. Disk drive failure. | |||
| Rev. 11/11/2010 | 12 | Service Life Cycle Management |
