Support Plans & Service Level Agreement
1. Introduction
Thank you for choosing Tiger Surveillance.
This document outlines our Support Plans & Service Level Agreement — the commitments we make to ensure your environment remains operational, protected, and performing at its best.
Behind every support interaction is a team of specialized engineers. We do not route tickets through generalist help desks or offshore triage layers. When you reach Tiger Surveillance support, you reach people with deep, hands-on expertise in surveillance infrastructure, file system engineering, and the VMS platforms we integrate with — the same team that architect solutions for some of the most demanding and complex deployments in the industry.
We take that responsibility seriously. Whether you are troubleshooting an unexpected behavior, planning a migration, or navigating a time-sensitive incident, you can count on Tiger Surveillance to bring the right expertise to bear.
This document defines the support tiers, service levels, and scope boundaries that govern Tiger Surveillance's technical support offering. It applies to all customers holding an active Tiger Surveillance software license and an associated Support Plan.
Tiger Surveillance offers three Support Plans — Standard, Advanced, and Premium — each designed to match different operational requirements and risk tolerances. Customers are encouraged to select the plan that reflects the criticality of their surveillance deployment.
This SLA is intended to be read alongside any applicable End User License Agreement (EULA) and the customer's Order Form. In the event of conflict, the Order Form prevails.
2. Support Plan Overview
Our support team is committed to responding as quickly as possible — and in practice, response times are often faster than the guarantees outlined in this document. To ensure that the most critical issues always receive the fastest attention, every incoming ticket is prioritized based on two factors:
- Your organization's support plan, and
- The severity and operational impact of the issue
What to Expect When You Contact Support
- Acknowledgement — Your ticket is received and queued for review. Response time depends on your support plan tier and the severity of the issue.
- Triage & Assignment — You may be requested to provide additional information. This gives our engineers a clear picture of your environment and significantly reduces troubleshooting time. Our team reviews the severity and your support plan, then assigns the case to the appropriate engineer.
- Engagement — Your assigned engineer reaches out within your plan's response window and begins working the issue. If the situation changes or worsens, simply reply to the thread to request re-prioritization.
- Resolution — All communication happens within the original email thread, which serves as the case record. Your Licensing Server Order Name is your ticket reference throughout. Depending on your support plan and the nature of the issue, our engineers may request remote access to your environment to diagnose and resolve the issue directly.
IMPORTANT: Tiger Surveillance reserves the right, at its sole discretion, to require a customer to adopt the Advanced or Premium support plan based on the criticality of their deployment environment.
The tables below summarize the key features and entitlements across all three plans.
Response Targets by Severity
Critical — System Down
Core surveillance functionality is non-operational. Users are unable to access the system, or performance degradation is significant and impacts operations.
Example: System is unable to record, live view is unavailable, or recorded footage has been lost.
| Critical | Standard | Advanced | Premium |
|---|---|---|---|
| Engagement Time | Up to 24 hours | Up to 6 hours | Up to 3 hours |
| Status Update Frequency | Every 8 hours, upon customer request | Every 4 hours, upon customer request | Every 2 hours, upon customer request |
| Resolution Objective | Within 8 hours after issue has been identified. | Within 4 hours after issue has been identified. | Within 2 hours after issue has been identified. |
Important — Impaired Functionality
Key functionality unavailable with no immediate workaround. Service performance is degraded or partially unavailable.
Example: Recording is active but replication or backfill processes are failing. Local storage is approaching capacity and risk of data loss is imminent.
| Important | Standard | Advanced | Premium |
|---|---|---|---|
| Engagement Time | Up to 48 hours | Up to 12 hours | Up to 6 hours |
| Status Update Frequency | Every 16 hours, upon customer request | Every 8 hours, upon customer request | Every 4 hours, upon customer request |
| Resolution Objective | 24 hours after issue has been identified. | 4 hours after issue has been identified. | 2 hours after issue has been identified. |
Minor — Service Request / General Inquiry
Minor loss of non-critical functionality, configuration request, feature enhancement, or routine update. No immediate impact on recording or surveillance operations.
Example: Request to modify retention period of cloud storage class.
| Minor | Standard | Advanced | Premium |
|---|---|---|---|
| Engagement Time | Up to 96 hours | Up to 24 hours | Up to 12 hours |
| Status Update Frequency | Weekly, upon customer request | Daily, upon customer request | Daily, upon customer request |
| Resolution Objective | Resolution timelines and next steps will be mutually agreed based on issue scope and complexity. | ||
Plan Features
| Details | Standard | Advanced | Premium |
|---|---|---|---|
| Ideal For | Deployments where downtime is an inconvenience | Deployments where downtime carries operational or financial consequences | Deployments where downtime carries safety, compliance, or critical business consequences |
| First Level Support | Channel Partner | Channel Partner or Tiger Support | Channel Partner or Tiger Support |
| Support Hours | 9-to-5 business hours FTS | 24 / 7 / 365 | 24 / 7 / 365 |
| Support Channels | Email / Portal | Email, Phone & Portal | Email, Phone, Portal & Dedicated Line |
| Remote Support | Tiger-initiated only | ✓ | ✓ |
| Health Check | — | Annual (upon request) | Semi-annual (upon request) |
| Lab Licenses | — | Included** | Included** |
| Direct Senior Engineer Access | — | — | ✓ |
| Dedicated Account Manager | — | — | ✓ |
| Priority Custom Patch | — | — | ✓ |
| Software Updates | Included | Included | Included |
| Service Credits | Per §7 | Per §7 | Per §7 |
| Engineering Assistance | Quoted separately | Quoted separately | Partial inclusion* |
* Premium Engineering Assistance inclusion covers data recovery and remote remediation for issues confirmed to originate from a defect in Tiger Surveillance software only. See Section 6 for full scope definition.
** Tiger Surveillance reserves the right to limit the availability, scope, and capacity of non-production licenses at its sole discretion.
3. General Principles
3.1 First- and Second-Line Support
Standard Plan: The Licensee is responsible for initiating all support requests through their authorized Channel Partner, who serves as the first line of support. The Channel Partner is expected to triage, troubleshoot, and attempt resolution before escalating to Tiger Surveillance. Tiger Surveillance provides second-line engineering support and will engage only after the Channel Partner has been unable to resolve the issue.
If the Licensee contacts Tiger Surveillance directly, the Channel Partner must be copied on all correspondence. Tiger Surveillance reserves the right to redirect communications or defer response until the Channel Partner has been included.
Advanced and Premium Plans: Licensees may contact Tiger Surveillance directly for support. As a best practice, the Channel Partner should be copied on all correspondence to ensure continuity and awareness of active issues.
3.2 Response and Resolution Times
All acknowledgment and resolution times stated herein are commercially reasonable targets, not guarantees. Resolution times may vary based on issue complexity, customer environment, and third-party dependencies outside Tiger Surveillance's control.
3.3 Remote Support Tool
Tiger Surveillance has designated TeamViewer as its official remote access tool. Licensees on Advanced and Premium plans may be requested to install and authorize TeamViewer access to enable remote support sessions. TeamViewer may be installed directly on the relevant server or on a designated jump box with appropriate access to the target environment. Tiger Surveillance engineers will request permission before initiating any remote session and will not retain access after the session concludes. The Licensee retains the right to monitor and record any remote session in its entirety and may terminate the session at any time.
Where Tiger Surveillance determines that remote access is necessary to diagnose or resolve an issue, and the Licensee declines to provide such access via TeamViewer or an approved equivalent, Tiger Surveillance reserves the right to suspend or decline further support on that issue until access is granted. In such cases, SLA response and resolution targets shall be suspended for the duration of the access refusal, and Tiger Surveillance shall bear no liability for any resulting breach or unresolved issue.
3.4 Diagnostic and Troubleshooting Tools
In the course of diagnosing complex or system-level issues, Tiger Surveillance engineers may require the use of third-party diagnostic utilities on the Licensee's system. Tiger Surveillance will only use tools from the Microsoft Sysinternals Suite or other Microsoft-approved utilities, which are publicly available, widely trusted, and carry no licensing risk to the Licensee.
Such tools may be essential to identifying root causes that are not visible through standard application logging alone — including process conflicts, file system contention, driver interference, and OS-level resource constraints.
Where diagnostic tools are required:
- The Licensee will be informed of the specific tool and its purpose before use.
- Tools will be used only for the duration of the diagnostic session. They will be removed upon conclusion of the session. Where Tiger Surveillance has not removed a tool within a reasonable time following session close, the Licensee is entitled to uninstall or disable it at their discretion without affecting their support entitlements.
- The Licensee agrees to transfer to Tiger Surveillance all data, logs, and diagnostic output collected during troubleshooting sessions as required for analysis and issue resolution. Such information will be treated as confidential and used solely for the purpose of resolving the reported issue.
Where the Licensee declines the use of a required diagnostic tool, Tiger Surveillance's ability to identify root cause may be materially limited. The same access refusal provisions set out in §2.3 apply accordingly.
4. Service Availability
Support services are provided as follows:
- Standard: Monday – Friday, 9:00 am – 5:00 pm (follow-the-sun)
- Advanced & Premium: 24 hours a day, 7 days a week, 365 days a year, except during planned maintenance windows communicated on the licensing server.
- Triage occurs within the first two hours of ticket receipt during business hours. Upon receipt, the Support team will send an acknowledgment requesting any additional information needed to assess severity. Support will then evaluate the issue and provide the Licensee with an estimated timeframe for engagement upon request.
- Engagement means a Tiger Surveillance Support representative is available for a remote session and/or email guidance, at Tiger Surveillance's discretion based on the nature and complexity of the issue.
- Response time obligations are paused when Tiger Surveillance is awaiting information, access, or action from the Licensee or their Channel Partner. Timers resume upon receipt of the requested response.
- All response and resolution objectives represent commercially reasonable efforts under the respective Support Plan and do not constitute a guarantee of resolution within stated timeframes.
- Resolution times may vary depending on the complexity of the issue, the customer environment, third-party dependencies, or issues requiring upstream vendor escalation.
- Tiger Surveillance reserves the right to modify response times and communication intervals as part of continuous service improvement, with no less than 30 days' prior written notice to the Licensee.
4.1 Planned Maintenance
Tiger Surveillance will provide at least 72 hours' advance notice of planned maintenance that may affect support service availability. Planned maintenance is excluded from SLA calculations.
4.2 Unforeseen Circumstances
Service interruptions caused by events outside Tiger Surveillance's reasonable control — including but not limited to force majeure events, cloud provider outages, or internet backbone failures — will not constitute a breach of this SLA. Tiger Surveillance will communicate status and expected restoration timelines as promptly as practicable.
4.3 Remote Support
Remote support via TeamViewer is available to Advanced and Premium customers. Remote sessions are conducted only for issues that are clearly defined and reproducible. Tiger Surveillance engineers will request permission before initiating any remote session and will not retain access after the session concludes.
5. Support vs. Engineering Assistance — Scope Boundary
A clear boundary between Support and Engineering Assistance is essential for setting expectations, avoiding disputes, and ensuring the right resources are engaged. The guiding principle is:
If the root cause is a defect or limitation in Tiger Surveillance software, it is a Support matter. If the root cause lies in the customer's environment, configuration choices, third-party systems, or user actions, it falls under Engineering Assistance.
The table below provides a non-exhaustive reference guide. Where ambiguity exists, Tiger Surveillance will make a reasonable determination and communicate it to the customer before incurring any Engineering Assistance charges.
| Included in Support | Engineering Assistance |
|---|---|
|
|
5.1 Data Recovery — Detailed Treatment
Data recovery is a common source of ambiguity. The following rules apply across all plans:
- Diagnosing why data loss occurred (log analysis, error identification, root cause confirmation) — Support.
- Confirming whether a defect in Tiger Surveillance software caused the data loss — Support.
- Recovering, reindexing, or restoring lost footage or metadata — Engineering Assistance (all plans).
- Data loss caused by customer misconfiguration, insufficient storage, network failure, or user error — Engineering Assistance (all plans).
- Data loss confirmed to originate from a Tiger Surveillance software bug — Engineering Assistance charges waived for Premium plan customers only.
5.2 System Reconfiguration
Initial deployment configuration assistance is included for all plan tiers during the onboarding period only. Reconfiguration of a deployed system at the customer's request, including changes to cloud targets, recording policies, network topology, or hardware upgrade, is Engineering Assistance.
5.3 Premium Plan — Engineering Assistance Partial Inclusion
Premium plan customers are entitled to the following Engineering Assistance at no additional charge, subject to pre-approval by Tiger Surveillance:
- Remote remediation work (excluding on-site) where Tiger Surveillance confirms the root cause is a defect in its software.
- Index recovery or metadata repair arising from a confirmed software defect.
All other Engineering Assistance — including on-site visits, training, custom integrations, and recovery from customer-caused issues — are quoted and invoiced separately, regardless of plan tier.
5.4 Engaging Engineering Assistance
When a ticket is assessed as falling outside Support scope, Tiger Surveillance will:
- Notify the customer in writing within the applicable acknowledgment timeframe.
- Provide a scope-of-work description and cost estimate before commencing work.
- Obtain written customer approval before any billable Engineering Assistance activity begins.
6. Rights and Obligations
6.1 Tiger Surveillance Rights
- To define and enforce the scope of support covered under each plan.
- To prioritize incidents based on severity and business impact.
- To request system access, logs, and information necessary to diagnose issues.
- To suspend support services in the event of non-payment, breach of agreement, or unlawful activity.
- To modify service features with reasonable prior notice as part of ongoing product lifecycle management.
- To decline requests that fall outside the contracted scope.
6.2 Tiger Surveillance Obligations
- To deliver support services meeting the quality and response targets defined herein.
- To assign qualified engineers with appropriate product expertise to each case.
- To provide transparent, regular communication until each issue is resolved or mutually closed.
- To treat all customer data and system information as confidential.
6.3 Customer Rights
- To receive support services meeting the standards defined for their contracted plan.
- To request service credits where Tiger Surveillance fails to meet agreed response times (see Section 8).
- To escalate unresolved issues to Tiger Surveillance senior management.
- To upgrade their Support Plan at any time during the contracted term. The Licensee will be invoiced for the price difference between the current and upgraded plan retroactively from the start of the contracted term. No partial-year proration will be applied. The following activation terms apply:
- No open cases at time of upgrade: The upgraded plan takes effect 3 business days following payment confirmation.
- Open case(s) at time of upgrade: The upgraded plan takes effect immediately upon written confirmation from an authorized customer representative. A 10% fee will be applied to the total cost of the upgrade.
6.4 Customer Obligations
- To deploy and maintain the Tiger Surveillance product in accordance with published documentation.
- To provide timely, accurate information and access when requested by support engineers.
- To install, configure, and maintain TeamViewer (Advanced and Premium plans).
- To maintain the support plan fully paid and current.
- To ensure any engaged Engineering Assistance are fully paid.
- To ensure first-line support has been applied before escalating to Tiger Surveillance.
6.5 Mutual Obligations
- Both parties agree to treat all confidential information received from the other party as proprietary and to protect it from unauthorized disclosure.
- Both parties agree to act in good faith to resolve disputes arising under this SLA.
7. Service Credits
If Tiger Surveillance fails to meet the acknowledgment time for a Severity 1 or Severity 2 issue under this SLA, the customer may request a service credit. Service credits are the customer's sole and exclusive financial remedy for SLA breaches.
7.1 Calculation
Service credits are calculated as a percentage of the monthly support fee for the affected service month:
- Severity 1 breach (no acknowledgment within agreed time): 10% of monthly support fee.
- Severity 2 breach (no acknowledgment within agreed time): 5% of monthly support fee.
- Maximum credit in any calendar month: 30% of monthly support fee.
7.2 Application
Service credits are applied as a deduction from the next invoice. Credits are not redeemable for cash and are not transferable. Credits may not be applied against Engineering Assistance fees.
7.3 Eligibility and Claim Process
To claim a service credit, the customer must:
- Submit a written request to support@tiger-surveillance.com within 30 days of the alleged breach.
- Include the ticket reference number, the date and time the issue was reported, and the alleged breach.
Tiger Surveillance will evaluate the claim against internal records and respond within 15 business days. Credits are offered at Tiger Surveillance's reasonable discretion based on verified data.
7.4 Exclusions
Service credits will not be issued where SLA breach results from:
- Customer failure to provide required access, information, or co-operation.
- Planned maintenance communicated in advance.
- Force majeure or events outside Tiger Surveillance's control.
- Customer-caused issues or third-party infrastructure failures.
- The customer being in breach of payment obligations.
8. Communication
All support interactions are tracked through the same email thread.
8.1 Support Channels by Plan
- Standard: Email to support@tiger-surveillance.com or submission via the customer portal.
- Advanced: Email, phone (1-888-707-1230), or customer portal. Available 24/7.
- Premium: Email, phone (dedicated line provided on contract), or customer portal. Available 24/7 with dedicated engineer routing.
8.2 Additional Contacts
- Technical Support Email: support@tiger-surveillance.com
- Licensing Server: https://license.tiger-technology.com
- Sales & Engineering Assistance: sales@tiger-surveillance.com
8.3 Status Updates
Customer may request status updates at the frequency defined in the plan's SLA table (Section 4). Updates will be requested and delivered through the email thread.
9. General Terms
9.1 Plan Activation and Renewal
Support Plans are activated upon execution of the applicable Order Form and remain in effect for the term specified therein. Standard Support is automatically included with all annual software licenses. Lapsed plans may be reinstated upon payment of applicable catch-up fees.
9.2 Plan Modifications
Tiger Surveillance reserves the right to modify response times, plan features, and pricing with at least 30 days' written notice. Modifications do not apply to the current contracted term without the customer's written agreement.
9.3 Multi-Site Deployments
Each Support Plan covers a single deployment location ("Site"), meaning one physical facility or installation at which the licensed Tiger Surveillance software is operated. Where the same license is deployed across more than one Site, a Multi-Site Support Fee applies for each additional Site. This fee is charged per Site and is assessed at each annual support renewal, in addition to the base Support Plan fee.
The Licensee must disclose all Sites at which the licensed software is deployed at the time of purchase and at each renewal, and must notify Tiger Surveillance in writing of any additional Sites added during the contracted term. Tiger Surveillance reserves the right to limit or defer support for any Site that has not been declared and covered by the applicable Multi-Site Support Fee. Multi-Site Support Fees are set out in the customer's Order Form.
9.4 Entire Agreement
This document, together with the applicable Order Form and EULA, constitutes the entire agreement between the parties with respect to support services. It supersedes all prior support plans, SLAs, or representations.
Tiger Surveillance, Inc. · 11877 Douglas Road, Suite 102-375, Alpharetta, GA 30005, United States · 54 G. M. Dimitrov Blvd, 1125 Sofia, Bulgaria