Integration Packages Definitions and Services
- Definitions. All terms not otherwise defined in this Integration Packages Definitions and Services schedule shall have the same meaning as in the Agreement or the Support Packages Definitions and Services schedule, as applicable.
- “Ad-hoc Calls” means reoccurring calls between Company and with the Solutions Architect, Customer Success Manager, Delivery Manager, or Solutions Engineer on an established cadence or as reasonably scheduled between the parties to review priority integration issues that cannot wait for reocurring scheduled meetings.
- “Best Practice Consultation” means advice from a Solution Architect regarding commonly used best practices by Bitmovin customers for successful integration, deployment, and ongoing use of the Bitmovin Solution.
- “Custom Prototypes” means customized examples of code or implementations reflecting specific customer use cases that may be used directly or with modification.
- “Delivery Manager” means a named technical resource responsible for managing complex integration projects across the Bitmovin team, coordinating the necessary resources to complete an Integration Package or SOW.
- “Feature Requests” means specific requests to change the Bitmovin Solution or the Bitmovin Technologies during or after the integration project. Bitmovin will estimate the required level of effort and may slot requests for delivery in an upcoming feature release if deemed to align with its product strategy. However, delivery timelines cannot be guaranteed until committed.
- “Integration Team Meeting” means reoccurring calls between Company and with the Solutions Architect, Customer Success Manager, Delivery Manager, or Solutions Engineer on an established cadence or as reasonably scheduled between the parties.
- “Onboarding Workshop” means a meeting between Company and a Customer Success Manager to assist in Company’s initial deployment or training of the Bitmovin Solution.
- “Prioritized Issues” means specific tickets submitted by the customer where Bitmovin and the Customer recognize they are of high priority due to a specific business or project impact. These tickets Bitmovin will take through bi-weekly solution prioritization to expedite engineering investigation and resolve where possible.
- “Standard Code Examples” means references to existing documentation and/or GitHub repositories to help the project team integrate common use cases.
- “Ad-hoc Calls” means reoccurring calls between Company and with the Solutions Architect, Customer Success Manager, Delivery Manager, or Solutions Engineer on an established cadence or as reasonably scheduled between the parties to review priority integration issues that cannot wait for reocurring scheduled meetings.
- Integration Support Packages. Should Company purchase Integration Support subject to a valid Order Form, Company will receive the following one-time services for each respective Integration Support package:
| Integration Package | Base | Standard | Complex |
| Duration | Up to:
| Up to:
| Subject to the terms of the SOW attached to a valid Order Form as Schedule 3 |
| Onboarding Workshop | Included | Included | Included |
| Hours | Business Hours | Business Hours | Business Hours |
| Targeted Response Times | 2 Business Days | 2 Business Days | 1 Business day |
| Consultative Services | Configuration guidance General product guidance Publicly available Documentation Best Practice Consultation Standard Code Examples | Configuration guidance General product guidance Publicly available Documentation Best Practice Consultation Standard Code Examples | Configuration guidance General product guidance Publicly available Documentation Best Practice Consultation Standard Code Examples Custom Prototypes |
| Prioritized Issues | Not Included | Not Included | Included, subject to limitations base on:
|
| Feature Requests | Unless defined within a SOW, all feature requests raised during the integration package duration will be provided to Bitmovin product management, utilizing Bitmovin’s product feature request process. | Unless defined within a SOW, all feature requests raised during the integration package duration will be provided to Bitmovin product management, utilizing Bitmovin’s product feature request process. | Unless defined within a SOW, all feature requests raised during the integration package duration will be provided to Bitmovin product management utilizing Bitmovin’s standard product feature request process. Bitmovin will use reasonable efforts to provide estimated delivery date in an attempt to meet Company’s requested due date. |
| Integration Team | Solutions Engineer or Solutions Architect Customer Success Manager | Solutions Engineer or Solutions Architect Customer Success Manager | Solutions Engineer or Solutions Architect Customer Success Manager Delivery Manager |
| Communication during Integration | Dedicated Channel Bi-Weekly integration team meeting | Dedicated Channel Bi-Weekly integration team meeting Ad-hoc calls as mutually agreed upon | Dedicated Channel Bi-Weekly integration team meeting Ad-hoc calls as mutually agreed upon |
End of Bitmovin Integration Support Packages Definitions and Services
DATE: January 1, 2023