Service Description for MagicINFO Maintenance Service (the “Service”)

[Service Product Code: BW-MIM70PA (Annual Subscription)]

1. SERVICE OVERVIEW

Samsung MagicINFO Maintenance Service provides the customer with the expertise of Samsung experts who are ready to provide reliable support to address the customer needs and requirements. The Service is annual subscription based and customers must purchase this Service from authorized distributors or resellers of Samsung MagicINFO.

  • 1.1. Service Components
    • The Service consists of the following:
    • 1. Technical Support
    • 2. Access to Knowledge Hub
    • 3. Available Option for Major Version Upgrade (※ this may not be applicable to you if you already have the latest version and Samsung may not be able to provide an upgraded version during your subscription term)
  • 1.2. MagicINFO Maintenance Portal (“MMP”)
    • Samsung provides a web-based portal to customers who have purchased the Service where they can open a new case and request technical assistance from Samsung’s MagicINFO experts (URL : https://magicinfo.support.samsung.com).
    • The MMP provides a single location for customers to
    • • Manage the MagicINFO license key
    • • Register/ validate an existing active MagicINFO license key to receive support
    • • View your Service subscription term and receive alerts for approaching expiration dates
    • • Open new cases for support
    • • View case resolution status
    • • Leave comments and request further support
    • • Access the Knowledge Hub to search technical articles
  • 1.3. Named Callers
    • Named Callers are employees of the customer’s organization who are authorized to create and request updates on cases. Named callers should have administrator rights and authorized access to the back-end infrastructure that integrates with the MagicINFO software. Named Callers must be knowledgeable and have technical aptitude in the operation of the said infrastructure.
    • Samsung recommends customers to appoint at least two Named Callers who will be required to set up their account in the MMP. Named Callers will be required to use their corporate email addresses to register on the MMP and Samsung will approve or reject the Named Caller’s registration request.
    • Once the first Named Caller has been approved and has successfully created an MMP account, a unique Service ID will be issued to for the Named Caller’s company and the Named Caller may need to provide this information when requesting technical support from Samsung B2B call centers for customer identification purposes.

2. COVERAGE

  • 2.1. Scope of Support
    • The Service provides support to customers in the following areas:
    • 1. Technical Support
    • The Service can assist in troubleshooting for MagicINFO. Samsung will provide a resolution, steps towards a resolution, workarounds, configuration changes, or a remote session in accordance with the customer’s available support environment. Samsung assumes no responsibility for data loss when asked to assist a customer with the remote session.
    • 2. Access to Knowledge Hub
    • The Service provides access to the MagicINFO Knowledge Hub which is an extensive library of technical documents for MagicINFO. This Knowledge Hub is designed to help customers to resolve issues on their own quickly without opening a case and provides helpful technical and general information regarding the MagicINFO software.
    • 3. Available Option for Major Version Upgrade
    • The customer who has purchased the Service will have the option to upgrade to the latest version of MagicINFO in the event Samsung releases a new version of MagicINFO during the customer’s subscription term. This option will be applicable starting with the MagicINFO software version after MagicINFO 8.
    • 4. Support for Past MagicINFO Versions
    • Samsung will make commercially reasonable efforts to support past MagicINFO versions up to 3 years from its original release date or Samsung’s official version support termination date, whichever comes first.
  • 2.2. Services Not Covered
    • The Service does not include the following:
    • • Services that are not described within service coverage described above
    • • System administrator functions that are the customer's responsibility including, but not limited to:
      - Installation/configuration/testing/tuning of third-party applications or products
    • • On-site technical support
    • • Hardware repair and replacement request service
    • • MagicINFO versions that fall outside the scope described in 2-1. (4)
    • • Backup and restoration of the customer's system(s) and related data
    • • Management of customer-tailored parameters
    • • Creation/modification of scripts that are unique to the customer's environment
    • • Product training including customized operational/technical procedures
    • • Custom programming or custom application development for the customer
    • • Services related to application software support, database implementation, data archiving and recovery
    • • Services issues resulting from the following causes:
      - Negligence, misuse, or abuse by the customer or any third party;
      - failure to operate equipment in accordance with Samsung’s recommended specifications;
      - failure to perform regular preventive maintenance activities;

3. Severity Classifications

    • Severity 1 (Urgent) is an incident whereby the assigned product or service is not operational. A significant number of users are impacted. No workaround is immediately available. Severity 1 situation examples include:
    • 1. Product is down or halted, severely impacting normal business operations
    • 2. There is a significant number of incidents over a short period of time in a high-impact environment
    • 3. Loss of connectivity to a significant number of devices
    • Severity 2 (High) is an incident which causes widespread or sporadic impairment of a part of the product or service. The incident is impacting a moderate number of users and is affecting normal business operation, but workarounds are available. Severity 2 situation examples include:
    • 1. Product performance degradation
    • 2. Incident highly impacts customer’s ability to do work, but development or production can continue
    • for a reasonable amount of time before the incident becomes urgent and business critical
    • Severity 3 (Normal) is an incident that causes impairment to portions of the product or service. The incident impacts a small number of users and minimally impacts normal business operation. Severity 3 situation examples include:
    • 1. Low impact with acceptable work-around in place
    • 2. Occurs intermittently, inconsistently
    • Severity 4 (Low) is an incident that causes minor impairment to portions of the product or service. The incident has little or no impact to users and normal business operation. This category can apply to support of a general nature. Severity 4 situation examples include:
    • 1. "How-to" questions
    • 2. Configuration change

4. SUPPORT PROCESS

  • 4.1. Opening A New Case
    • For a new case opened by a customer, Samsung will re-confirm case severity. To ensure prompt handling, the customer is required to have the following information available when submitting a request:
    • • Service ID – An unique number that identifies the customer’s company
    • • License key number
    • • Contact info including name, email address & phone number(s)
    • • Previously opened case numbers (if applicable)
    • • Description of issue
      - Business impact of the issue
      - Duration of the issue that has been occurring
      - Reproducibility of the issue
    • • Impacted device/environment information
      - MagicINFO server version
      - Signage device model name (if applicable)
      - Number of affected signage devices
    • • Other relevant details
    • • Samsung will use commercially reasonable efforts to resolve a case but makes no guarantees that it will be resolved. Successful resolution may require devices to be upgraded to the current versions of the MagicINFO software. Samsung reserves the right to: 1) determine the final resolution of all reported incidents; and 2) close a case without further responsibility or liability if customer does not provide appropriate feedback to Samsung within five (5) business days of receiving a workaround for a problem, or if the customer fails to respond to a request for additional information within five (5) business days.
  • 4.2. Customer Responsibilities
    • Examples of customer responsibility for support and maintain include, but are not limited to, the following:
    • • Regular operator preventive maintenance tasks
    • • Providing Samsung experts with accurate information about systems and software deployed and in operation in order to enable accurate and efficient troubleshooting of submitted incidents
    • • Providing Samsung experts with a current list of all solutions’ license key to be supported under the subscription
    • • Ensuring that Named Callers associated with an account are verified on a regular basis and any changes in assigned Named Callers are communicated to Samsung experts
    • • Carrying out site preparation and related environmental requirements
    • • Archiving, backing up of data and conducting periodic system checks
    • • Performing basic, initial problem isolation and identification to Samsung experts before opening a case
    • • Providing support on products not supported by Samsung and the Samsung experts
    • • Allow remote access when Samsung experts are required to access systems remotely to analyze problems
    • • Provide verification of resolution
MagicINFO™ Maintenance