Broadcast Interactive Media - Support Policy

During our regular business hours of 9am - 11pm EST, Monday through Friday, there are three ways to contact us:
1) Submit a support request at http://www.broadcast-interactive.com/help
2) Email your BIM account manager.
3) Call your BIM account manager directly. If your account manager is unavailable, follow the phone prompts and another account manager or support specialist will answer during business hours.

24/7 Emergency Support
If you experience an emergency issue outside these hours or over the weekend, call Broadcast Interactive Media's Emergency Support phone at 914-462-9955 to speak with the BIM emergency support specialist on duty.

Guidelines for What Constitutes an Emergency
1) Complete site outage.
2) cmPublish/CMS outage.
3) Video or prerolls not playing, site-wide.
4) All advertisements missing.
5) Video publishing system outage.

Once confirmed as a true outage, the above emergencies will be resolved at no charge. All other calls to the emergency phone, including troubleshooting third-party code¹, may be subject at a rate of $175 per incident. If it is determined that any of the above types of outages are the result of station or user error², the call will also be considered billable. If you have any questions about how this would apply in any given situation, please contact your BIM account manager for more details.

Some projects will not be handled during off-hours by the BIM emergency support specialist on duty. These include:
1) RFQs.
2) Creating new sections or users.
3) Anything involving new code or CSS work.
4) Providing reports.

These types of projects should be submitted to your Account Manager via the self-service portal, and they will be replied to during business hours within two business days.

Non-Emergency Support

In the interest of being able to accurately schedule out support and support development time, we've instituted the following policy changes for support during regular business hours:

Request for Quote (aka, Development Request)
Your station will be charged 15-30 minutes of support time for a BIM developer to analyze and respond to your request. Estimated support or development time necessary to complete your project is independent of the date by which we can complete the project.

This RFQ will expire within one week of providing our quote. If we do not hear back from you with approval to proceed within that week, a new request will have to be submitted.

RFQs will not be added to the development calendar until they have been approved by the station. At that time, we will provide an estimated date by which we will complete the project. This schedule is subject to the current development case load, upcoming scheduled projects, and developer availability.


Customer Support
Note: Any case marked "Emergency" that is NOT related to a site or service outage may be subject to a rush fee.
Services include ShadowTV/video capabilities, site uptime, and cmPublish uptime.


Implementation of this policy is necessary to provide the most efficient service to all our clients by being able to schedule support and development projects among our staff. If you have questions or concerns, please contact your BIM account manager.

BIM Support Policy, Updated: 5/30/2008

¹Broadcast Interactive Media accepts 3rd party scripts/code if coded to accepted standards by the client or 3rd party. We will not offer any support of 3rd party scripts/code. This includes items such as JavaScript widgets and Flash banner ads. BIM will add the scripts/code to the client site as-is. Any client using these will be doing so at their own responsibility, support and risk.

BIM is able to offer some limited support to diagnose general problems, but will not offer advice, support, troubleshooting or diagnosis of any 3rd party code.

²To include incorrectly assigned or poorly formatted preroll ads, videos that have not been targeted, ad campaigns that have not been pushed live or assigned to the desired section(s), and providing assistance with adjusting browser settings that may be causing the problem.

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