Vidyo.io Service Description and Support PolicySeptember 2017
Vidyo.io is Vidyo’s premier video collaboration API Platform-as-a-Service (PaaS) offering with a global footprint. Developers are able to use the APIs provided by the platform to create applications that include video communication functionality to visually connect people anywhere from within the context of existing or new applications.
The Vidyo.io service is designed to be a developer enablement platform, and as such, does not provide end-user client applications beyond sample applications. If you are looking for our industry leading video collaboration technology packaged in a ready to use form, please check out vidyo.com.
The Vidyo.io service allows developers to write client applications written in the following languages on these platforms.
|OS||Web Browser||Microsoft Windows||Apple MacOS||Apple iOS||Android|
|Chipset||Intel||Intel||Intel||ARM||ARM or Intel|
Once the developer has added our libraries to their application code, the following capabilities are possible:
- Join a multi-party video and audio conference
- Control the composited video layout using simple building blocks
- Be told when participants join or leave the conference
- Select which devices and peripherals the client application should use to capture video, capture and emit audio.
- Send simple chat messages between conference participants
- Share desktop or application window representations with other participants
More detail about the exact operation of each API method is available in the API Reference guide. Sample code is also provided to illustrate how these features can be achieved using the provided API methods.
Please note, that some features may not be available yet on all platforms due to technical limitations. We continue to strive to bring all functionality to every operating system and hardware platform.
Vidyo utilizes industry standards for securing the Vidyo.io service. This includes encryption of data being transmitted. All media and signaling are encrypted between Vidyo endpoints and within the Vidyo.io service. This includes the use of TLS and SRTP using AES 256-bit encryption.
Service & Support
Vidyo manages the cloud-based infrastructure. This includes providing product updates and fixes for the Vidyo.io service on a continuous basis if and when made available. Should any software upgrade or maintenance require downtime, Vidyo will provide notice to subscribers.
Vidyo reserves the right to schedule defined maintenance windows during which the service provided by Vidyo.io may be impacted. We will always seek to provide sufficient forward notice and minimize the downtime or reduced service. You will always be able to check the status of the service within the developer portal.
Updates can include new features that add additional capability for the Vidyo.io service. These new features and capabilities may be provided as part of an existing subscription. However, Vidyo reserves the right to charge for additional features and capabilities.
Monday through Friday, excluding US national holidays.
From 9:00 a.m. to 7:00 p.m. (Eastern Standard Time – EST) on Business Days, and, notwithstanding the foregoing, does not include times during Service Maintenance.
Customer Support System
The system used by Vidyo to track issues raised by Subscribers (also known as cases).
Vidyo’s published specifications, description guide and/or data sheet, as updated from time to time, for the Vidyo.io Services and the Vidyo.io Applications.
The legal entity that has subscribed to the Vidyo.io Services.
Software applications developed by the Subscriber using the Vidyo.io Applications, which interface with the Vidyo.io Services.
Length of time for which the Subscriber is entitled to utilize the Vidyo.io Services commencing on the first day access to the Vidyo.io Services are made available to the Subscriber.
Vidyo’s maintaining of the Vidyo.io Services and the Vidyo.io Applications which includes, without limitation, hardware upgrades, software upgrades, and network upgrades, as applicable.
Terms of Service
Vidyo Terms of Service for the Vidyo.io Services located at http://www.vidyo.com/cloudservicestos.
All end users of Subscriber’s Applications.
Vidyo.io Application Content
Documentation, stories, articles, text, images, multimedia data pictures, sound, graphics, logos, marks, symbols, and artistic content provided by Vidyo (or its third party providers and licensors) and displayed on or through the Vidyo.io Application, as such materials that may be modified from time to time; provided however, that no content provided by the Subscriber or its Users shall be deemed to be Vidyo.io Application Content. Vidyo.io Application Content shall be deemed to be Vidyo Material hereunder.
(i) Those components and modules of the certain application programming interfaces and other computer software that Vidyo will make accessible to the Subscriber as part of the Vidyo.io Services provided by Vidyo; (ii) all extensions, additions, modifications, and enhancements thereto; (iii) the networks, systems, databases or software applications utilized by Vidyo in support of such software and components.
The term “Vidyo.io Application” shall be deemed to include Vidyo.io Application Content stored in or displayed through the Vidyo.io Application.
Availability, in accordance with the Specifications, of the Vidyo.io Service functioning correctly, accurately, and without material degradation of performance.
The Vidyo.io cloud subscription service, including access to the Vidyo.io Applications, enabling the Subscriber to develop and operate applications for video collaboration among the Subscriber’s Users using supported devices (as per the Specifications).
Scope of Services
Vidyo will provide Vidyo.io services during the subscription term, in accordance with the Vidyo.io Availability Goals indicated in Table 1 below.
Vidyo will provide for (i) the hosting of Vidyo.io Services on multi-tenant server infrastructure, and (ii) the storing and maintaining of Subscriber data utilized with respect to the Vidyo.io services logically separate from the data of other Vidyo subscribers or of Vidyo; (ii) the configuration of the Vidyo.io Services with full power and communications redundancy as determined by Vidyo to be appropriate to achieve the stated Vidyo.io Availability Goals.
Vidyo will be responsible for (i) all servers, hardware and telecommunications equipment (collectively, the “Equipment”) and for the operating system software loaded onto the servers used to provide the Vidyo.io Services; (ii) the other operating systems, server operating systems, network operating systems, systems utilities (including measuring and monitoring tools), data security software, middleware, database management systems, and development tools loaded onto or supporting the Equipment (collectively, the “Systems Software”); and (iii) the applications used by Vidyo to provide the Vidyo.io Services. Vidyo will not be responsible for the operation of any of the Subscriber’s Applications, equipment, or systems software located at the Subscriber’s site or any User’s connecting devices.
Vidyo will provide remote technical support services (“TSS”) to the Subscriber and will endeavor to respond to Subscriber-reported problems and requests in accordance with the Issue Severity table (Table 1) shown below. The Subscriber shall be solely responsible for providing support to its Users regarding the Subscriber Applications including to the extent they utilize the Vidyo.io Services.
Vidyo will be responsible for System Maintenance as indicated in the System Maintenance Types table (Table 2) shown below.
Vidyo will use all reasonable commercial efforts to achieve the target “Vidyo.io Availability Goal” of annual 99.95% Vidyo.io Availability as measured over the course of a calendar month, twenty-four hours per day, seven (7) days per week during the subscription term, except during times of System Maintenance, as set forth in the System Maintenance Types table (Table 2) below. Vidyo.io Availability is measured by Vidyo’s monitoring systems.
Remote Technical Support Services (TSS)
The role of the TSS Team is to respond to specific technical issues associated with the Vidyo.io Services and functionality of the technology itself, and includes answering questions related to features and functionalities used by the Vidyo.io APIs / SDKs. Primary incident-reporting is done via the Vidyo Customer Support System. Incidents will be categorized and handled according to an assigned severity level as indicated in the Issue Severity table (Table 1) below. Vidyo TSS Team uses commercially reasonable efforts to respond to each support incident within the applicable response time and reduce severity of cases as shown below. Response times indicated below specify the time for initiation of investigation of the problem, not the length of time within which such problem may be resolved.
Standard Developer Support
Standard Developer Support includes the following.
- Answers via emails on general how-to questions, guidance through a documented process, best practice recommendations
- Assistance with problem determination, isolation, verification, and resolution
- Access to the online resources: Developer Portal and Support Portal
Developer Portal: https://developer.vidyo.io
The Vidyo.io developer portal provides subscriber’s with the resources such as detailed documentation, multiple sample applications, and more. If you haven’t found what you’re looking for on the portal and need technical assistance, please email us at email@example.com.
Support Portal: https://support.vidyo.io
The Vidyo.io support portal provides subscriber’s with resources such as FAQ in form of articles, access to StackOverflow, Github, and more. If you haven’t found what you’re looking for on the support portal and need technical assistance, please submit a ticket or email us at firstname.lastname@example.org.
Hours of operations: 9:00AM – 7:00PM EST, Mon- Fri excluding US national holidays (“Business Days”)
Enhanced Developer Support
Enhanced Developer Support can be optionally purchased on an annual basis in connection with a Vidyo.io subscription and includes:
- One hour of personalized scheduled intro training on Vidyo.io platform capabilities, workflows, and API via Vidyo conferencing during Business Hours.
- Named Support Engineer—designated senior Vidyo engineer who is a subject matter expert in Vidyo technologies. He/she will be familiar with your implementation and will become your success coach. He/she will be providing you with reasonable consultation and support to ensure you have proper implementation in the shortest possible timeframe.
- All support tickets will be prioritized and moved up in the tickets queue over those with similar severity originating from Standard tier users.
- In addition to online and email support, pre-scheduled phone or Vidyo calls for personalized consultation during Business Hours.
- Personalized one-hour remote workshop to review application design review, workflows, and integration points.
- Up to three in-depth, pre-scheduled, multi-hour support sessions (not including the two one-hour intro and remote workshop sessions) are available for use in each annual Enhanced Developer Support subscription term. For support needs in excess of this, contact email@example.com.
TSS Team Response Time
Table 1. Issue Severity
|Severity Levels||Explanation||Ticket Response||Restoration or Resolution Target|
|Level 1 – Emergency||Vidyo.io Services are down, business operations severely impacted with no workaround and all or most Subscriber’s Users impacted; or an identified material security issue||Within 30 minutes||Vidyo shall use all reasonable efforts to continue to work on the problem until service is restored|
|Level 2 – High||Vidyo.io Services’ operational functionality is severely degraded, or major components of the service are not operational and work cannot reasonably continue for greater than 50% of the Subscriber’s Users||Within 1 hour||Vidyo shall use all reasonable efforts to continue to work on the problem until it is resolved or a workaround is provided.|
|Level 3 – Medium||Issues causing moderate to low business disruption; no more than 25% of the Subscriber’s Users are adversely affected; a stable workaround available.||Next Business Day||On receipt of a complete problem description, including the business impact and log/ configuration files, Vidyo shall use reasonable efforts to neutralize the problem or provide a workaround.|
|Level 4 – Low||Vidyo.io Services are operational; no significant disruption of business operations; issues with little time sensitivity such as general questions.||Next Business Day;||On receipt of a complete problem description, including the business impact and log/ configuration files, Vidyo shall use reasonable efforts to neutralize the problem or provide a workaround.|
The TSS Team is not meant as a substitute for Subscriber help resources or end User training which shall be the responsibility of the Subscriber. The TSS team can only answer questions about the usage of Vidyo.io APIs inside applications.
Table 2. System Maintenance Types
|Planned Maintenance||Planned maintenance involves any activity (operating system patches, service updates, equipment reboot etc.) where it is anticipated to have interruption to the operational functioning of the Vidyo.io Services. Vidyo maintains a predictable cadence for maintenance windows – second Sunday of every month. Vidyo will provide reminder e-mails in advance of regularly scheduled maintenance windows. Vidyo strives to minimize downtime and will limit to no more than 30 minutes per maintenance activity window.|
|Emergency Maintenance||Emergency maintenance involves any activity (operating system patches, service updates, equipment reboot etc.) where it may or may not be possible to anticipate an interruption to the operational functioning of the Vidyo.io Services. Vidyo will use all reasonable efforts to provide e-mail notification at least twenty-four (24) hours’ notice for Emergency Maintenance. Vidyo strives to minimize downtime and will limit to no more than 30 minutes per maintenance activity window.|
System Maintenance refers to any Equipment, Systems Software or Vidyo.io Applications change or update that has the potential to result in an impact, or reduction to the resiliency or functionality of the Vidyo.io Services.
Operators of applications built on the Vidyo.io service must agree not to use the service for:
- Breaking any security or authentication methods used to protect the service
- Illegal activities, not limited to copyright infringement, unauthorized recording, fraud (including wire fraud) or spying.
- Reverse engineering the client libraries or service components in order to do anything other than that which is allowed by the public, documented APIs.
- Any purpose which is damaging to other users of the service, or any purpose which is libelous, defamatory or discriminatory.
- Violating any applicable law in the jurisdiction into which the operator permits their application to be deployed.
- Creating a false identity, or posing as some other person or entity.
Further Terms of Service for Vidyo Cloud services can be found here.
All determinations related to violations of this Acceptable Use Policy will be made by Vidyo in its sole discretion.
Service Exclusions And Limitations
Vidyo’s technology seeks to provide the best possible quality video experience over challenging networks. However, video quality is directly related to network performance and, as the Vidyo.io service is delivered over the public Internet and recipients’ local networks, no guarantees can be made with regard to network performance or video experience.
Vidyo shall not be responsible for any failure, unavailability, suspension, termination, or quality degradation of Vidyo.io Services or for any support and performance issues relating to or resulting from: (i) use of the Vidyo.io Services contrary to the use rights granted by Vidyo, the applicable published specifications, description guides, and/or data sheets for Vidyo.io, as updated by Vidyo from time to time, or the Terms of Service or other agreements between the parties; (ii) factors outside of Vidyo’s reasonable control, including, without limitation, Internet access or related problems beyond the demarcation point of Vidyo.io Services (i.e. beyond the point in the network where Vidyo maintains access and control over Vidyo.io Services); (iii) the Subscriber’s Applications; (iv) any actions or inactions of the Subscriber or the Subscriber’s Users or any third party (other than Vidyo or its subcontractors); (v) any network not meeting the requirements set forth below; (vi) any Subscriber or User’s equipment, software or other technology and/or third party equipment (other than third party equipment within Vidyo’s direct control); (vii) any System Maintenance; or (viii) any force majeure event as described in the Terms of Service.
Minimum Subscriber Network Requirements
The Subscriber’s network must meet the requirements as defined by Vidyo Support and is subject to changes from time to time.