Dolby.io Service and Support
The following terms apply to the Support Plan selected by Customer as indicated on the Order Form.
Definitions
“Best Efforts” means that Dolby will act with good faith in assisting Customer based on available pooled resources and with no guarantee of timeliness.
“High Impact Issues” means technical issues or problems with the supplied Dolby.io service that are causing significant negative impact to the Customers business.
“Outage” means an API product is unavailable or down and impacting more than one customer.
“Response Time” means the elapsed time between when Customer opens a ticket in the Dolby.io Support system and when a Dolby.io engineer has acknowledged that ticket and started working on it.
“Service Availability Performance” means the percentage of time that a service is available to a customer measured against the time the service could reasonably be expected to be available. Specifically, the measure of Service Availability Performance is:
Service Availability performance is measured on a billing cycle basis (Calendar Month).
The service availability is calculated based on the following formula:
SA% = (HP – HPO – H3P – HO) / (HP – HPO – H3P) * 100
where:
SA = Service Availability, the percentage of achieved service uptime
HP = Hours of reporting period
HPO = Hours of Planned Outages
H3P = Hours of 3rd Party Provider Outages
HO = Hours of Dolby.io Outages
“Unlimited” means that Dolby places no defined limit but may, at Dolby’s discretion restrict access to ensure fairness of supply to all Dolby customers.
1. Developer Documentation and Knowledge Base
Dolby will provide Customer with access to Dolby.io API descriptions, platform guides, and getting-started tutorials to help Customer learn how to use Dolby.io products and services.
| Support Plan | Basic | Bronze | Silver | Gold |
| Included | Included | Included | Included |
2. Web-based Ticketing System
Dolby will provide Customer with free access to a web-based ticketing system that customer can use to raise and track technical issues and requests.
| Support Plan | Basic | Bronze | Silver | Gold |
| Included | Included | Included | Included |
3. Reporting and Analytics
Dolby will provide Customer with access to reporting and analytics data via the Dolby.io web portal.
| Support Plan | Basic | Bronze | Silver | Gold |
| Included | Included | Included | Included |
4. Priority Support
Dolby will prioritise Customer reported issues and will vary Response Time targets for issues raised according to the Support Plan selected.
| Support Plan | Basic | Bronze | Silver | Gold |
| Response Time Target | Best Effort | 24 Hours | 6 Hours | 15 Minutes |
5. Integration Support
Dolby will provide Customer with time-limited access to an engineer to support them in integrating Customer’s application with Dolby.io APIs and services. The allocated time will vary according to the Support Plan chosen by Customer.
| Support Plan | Basic | Bronze | Silver | Gold |
| Best Effort via support system | Best Effort via support system | 10 Hours (per API) | Unlimited |
6. Named Engineer
Dolby will allocate a specific set of support engineers to Customer to ensure that an experienced and knowledgeable relationship can be maintained between Dolby and Customer in handling Support issues.
| Support Plan | Basic | Bronze | Silver | Gold |
| Not Applicable | Not Applicable | Included | Included |
7. Service Level Guarantee
Dolby has a target Service Uptime of 99.99% availability for each of its APIs and Services.
| Support Plan | Basic | Bronze | Silver | Gold |
| Service Level Guarantee | Not Applicable | Not Applicable | 99.9% | 99.99% |
| Remediation | Not Applicable | Not Applicable | 10% of revenue for impacted month | 10% of revenue for impacted month |
To be eligible for Dolby’s Service Level Guarantee, Customer must:
- be a fully paid customer on a Support Plan offering a Service Level Guarantee
- claim the remedy sought in writing
- by email to ‘[email protected]‘
- specifying the time and nature of the Outage experienced, where appropriate including issue ticket references
- within 14 days of the end of the billing cycle for which the claim is being made
- have their claim validated by the Dolby.io team.
Remediation will be applied during the next billing cycle and will appear as a credit on the Customer account.
8. Solution Architect
Dolby.io Customers with advanced or complex applications may require architectural assistance from a deeply skilled Dolby.io architect to assist them with effective and efficient integration and management of Dolby.io Services and products. This support extends beyond simple integration questions into the customer application domain and provides a whole-of-service end-to-end approach, which includes:
- Working with Customer on a periodic basis
- Proactively monitoring Customer Services utilisation, identifying and proactively managing service issues
- Supporting new feature integration
- Input into technical strategy
| Support Plan | Basic | Bronze | Silver | Gold |
| Not Applicable | Not Applicable | Not Applicable | Quarterly |
9. Telephone Escalation
Dolby will provide Customer with access to telephone numbers that Customer may call to obtain urgent access to a Dolby Support engineer for High Impact Issues.
The telephone numbers will be accessible 24 hours a day, 7 days a week.
| Support Plan | Basic | Bronze | Silver | Gold |
| Not Applicable | Not Applicable | Not Applicable | Included |
EXCLUSIVE REMEDY.
This SLA states Customer’s sole and exclusive remedy for any failure by Dolby to meet the Services Availability targets above or other failure of the Services, including without limitation for any breach of warranty, except as specifically set forth in the Terms. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Terms.
SLA EXCLUSIONS.
The SLA does not apply to any: (a) features designated beta, early access, free trial, limited preview, or preview, (b) features excluded from the SLA in the associated deliverables, if any, (c) sandbox environment to application signed with a key other than a production key, or (d) Downtime: (i) caused by factors outside of Dolby’s reasonable control; (ii) caused by any force majeure event, (iii) that resulted from Customer’s software or hardware or third party software or hardware under Customer’s control, or both; (iv) that resulted from abuses or other behaviors that violate the Terms.
