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Digital Audio/Video Delivery (Streaming)Standard Service Agreement (SA)University of Michigan
1.0 OverviewThis Service Agreement (SA) is between ITCom and its Customers. Under this SA, ITCom agrees to provide, at the rates and for the duration specified, a complete digital video and/or audio delivery (hereafter referred to as streaming). This service is available to departments and units at the Ann Arbor campus and UM Health System. See the audio/video streaming web page for information about how to acquire this service. This SA also covers performance, reliability and other pertinent topics; in particular, it lists key responsibilities of IT Communications and its Customers. 2.0 PurposeThe purpose of this SA is to establish a cooperative partnership between the Customer and ITCom by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems. 3.0 Funding of ServicesService charges are detailed in Appendix A. These will be reviewed annually. Any revisions will be made by ITCom in consultation with the ITCom Advisory Committee prior to SA renewal. The billing for these rates will appear on the monthly service unit billing statement. Charges will be applied after streaming service has been provided. 4.0 Terms of AgreementThis product is provided on a per file per term basis starting the day the streaming is made available. At the end of each term, it may be renewed on a per file per term basis by agreement of both the Customer and ITCom. If ITCom finds it necessary to alter this Service Agreement it will notify Customers five (5) months prior to the date the change take effect. In the rare case that a department has needs not covered in this SA, a custom SA can be negotiated between the IT Communications Services and the customer. The custom SA will need to be signed by both parties 30 days before it is put into effect. 5.0 IT Communications Services ResponsibilitiesIT Communications Services shall: 5.1 Comply with service standards as described in the " Service Delivery Standards" document. 5.2 Evaluate, engineer, purchase, configure, install, troubleshoot and maintain the video streaming servers/encoders and software as covered by this agreement, or as deemed appropriate by ITCom if not covered. 5.3 Provide a connection to the backbone for serving streams. 5.4 Provide maintenance of the hardware (servers and encoders) and software during weekday business hours, 7:30am to 4:30pm making available archived/live files for streaming on a 24 hours/7days/365 days per year. 5.5 Diagnose all reported streaming problems. 5.6 Facilitate Customer requested access to devices such as real media servers/encoders and the UMTV video switcher. 6.0 Customer ResponsibilitiesCustomers shall: 6.1 Submit a Service Order to IT Communications Services with an authorized signature. Provide the name of the person who will be responsible for the coordinating, scheduling and streaming of live/archived events. 6.2 Customer must, provide to ITCom the email, pager, and phone contact information for the Video Streaming administrator. 6.3 The department acquiring this service must provide support to the users of this service, including, but not limited to the following:
6.4 Customer is responsible for all encoded/archived/streamed content. 6.5 Maintain their encoders such that it does not compromise the performance or integrity of customers LAN or UMNet backbone. 7.0 Performance Measures7.1 Video/Audio Streaming Technical PerformanceIf a customer's encoder compromises the performance of customers LAN or UMNet Backbone infrastructure, ITCom will take appropriate action to restore performance (if possible) or take other action, up to and including disconnecting service to the encoder, if necessary, to maintain the Infrastructure. In rare cases, a encoder may be disconnected due to a violation of University of Michigan's Proper Use Policy. When feasible, such action will occur through mutual agreement between the Customer and ITCom. However, the deactivation of the encoder may occur without giving advance notification to the Video Streaming administrator. 7.2 Video/Audio Streaming Maintenance PerformanceExcept as covered below, ITCom will ensure functionality of its media servers/encoders from 7:30AM to 4:30PM during University business days. Additional coverage may be arranged, as schedules permit, between 4:30PM and 7:30AM. This must be arranged on a case by case basis by contacting the product leader for this service. Video/Audio streaming server/encoder upgrades, when required, will be coordinated with the departmental administrator. In general, availability will only be changed by negotiation between the Customer and ITCom. In the rare circumstance that ITCom must alter system availability, we will notify the Customer as soon as possible. If a customer experiences a problem with their video/audio archive/live streaming, contact IT Communications Services, via a telephone call to the Repair Desk at 647-8888. During normal business hours (i.e., 7:30 AM to 4:30 PM Monday through Friday, excluding holidays), the Repair Desk will work with the customer to determine where the problem lies. If the problem appears to be with ITCom equipment, the Repair Desk will notify the on-call technician, and the technician will respond within 15 minutes. During non-business hours (i.e., 4:30 PM to 7:30 AM Monday through Friday, weekends and holidays), repair service is not available. If on-site support is required during normal business hours (see above), ITCom will have a technician on-site within four (4) business hours of notification from the Repair Desk. Excluding customer run/owned encoders. Unscheduled downtime for the video/audio servers/encoders due to "typical problems" (e.g., misconfiguration and hardware failures) is targeted not to exceed 5% of scheduled availability during a one year period. Atypical problems and emergencies (e.g., vandalism or fire) will be handled to the best of ITCom's ability. 8.0 Problem ResolutionTo help determine the existence and scope of a possible problem, the Video/Audio Streaming administrator may call 647-8888. Similarly, ITCom will contact the Video/Audio Streaming administrator by email, phone or pager to address any infrastructure problem being caused by the Customer's encoder. When performance measures do not meet the standards specified in this SA, the Customer and ITCom will jointly work to:
If resolution is not achieved within eight (8) business hours, the Customer and/or ITCom will escalate the problem to the appropriate Customer Relations Manager (CRM). If a resolution is not achieved within sixteen (16) business hours, then the signer of the Service Order and the ITCom Product Manager will be notified. 9.0 UpgradesSoftware and hardware upgrades are at the discretion of ITCom and cover only the ITCom Video/Audio servers/encoders and associated hardware. These upgrades will be made with minimal disruption of service (See Section 7). 10.0 AccountabilityITCom warrants that all reasonable measures within its resources shall be taken to ensure the performance, availability, and integrity of the equipment as covered in this agreement. ITCom assumes responsibility for the hardware and software that it provides to execute this SA, as well as for the actions of ITCom staff. ITCom's liability for damages is limited to hardware replacement or repair, software fixes, and corrections to staff errors. The Customers agrees not to operate their equipment in a manner that compromises the Backbone or violates applicable policies. The Customer also assumes responsibility for any misuse of their equipment by users and will remedy any such situations. APPENDIX A: Audio/Video Streaming Rate SheetAudio/Video Streaming/Encoding/Archiving RatesRates are per Hour of live CONTENT time (unless noted otherwise), not hours worked (ex: a one hour, or less, event will be charged for one hour). See Audio/Video Streaming Service and Rates. All archived rates are based on file size ftp'd to ITCom's Real Media, Windows Media or QuickTime Server and Served on a monthly basis. Rates are based on ITCOM either streaming or archiving a Real Media or Windows Media file provided by you, the customer, or encoding or archiving a Video/Audio feed provided by you, the customer either as baseband or broadband signal at the UMTV head end. While this may sound ominous, it is in fact the way that almost all of the encoding and streaming on campus is done. This statement is here just to let you know that anything BEYOND this "normal" transaction will incur CONSULTING FEES. Note 1: These charges are a combination of server/encoder USAGE charges ONLY, and do not include hardware, software, engineering, development or deployment. Note 2:These rates do not include any production costs incurred in capturing the event (video or audio production). Customer is responsible for providing ITCOM with an NTSC s-video or composite video signal and a complete audio signal (-10 dbv). Referrals to resources for production of the event are available on request. Note 3: All Archives of events over 1 hour are presently encoded at one bitrate (400k) and made available monthly. ITCOM reserves the right to refuse any non-academic requests for services. How to Start a Service OrderContact the ITCom Project Manager for your specific academic unit, VP area or department. To find out who the ITCom Project Manager is for your division, call (734) 763-2000. Additional Charges Not Included in This RateAny charges incurred to provide appropriate network connectivity (e.g. Ethernet, ISDN, T1, etc.). This should not apply for most UM campus sites.
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