Service Level Framework

Your order form sets the specific commitments that apply to you, including:

• Hours of support cover, and whether they include broadcast windows outside business hours
• Response and update targets for each severity level
• Your named contacts, and ours for escalation
• Any availability commitment, how it’s measured and what remedy applies

This framework describes how we work within those commitments. Where your order form is silent we follow this framework in good faith, but on its own it doesn’t promise any particular response time.

Support covers MediaCore2 as provided to you: your public site, your TV and mobile apps, the Studio, the live broadcast tools and the add-ons in your order form. It also covers help using them — finding a setting, reading a report, preparing for a big broadcast.

Some things sit outside the platform. We’ll still help you narrow a problem down, but we can’t fix:

• Your encoders — OBS, vMix or hardware — or the connection at your venue
• Outages or decisions at simulcast destinations such as Facebook, YouTube, Twitch or X
• Your Stripe, PayPal or Square accounts, including payouts and disputes
• Delivery problems in your own mail account
• Custom code, tags or widgets you add to your site
• Changes made by your own staff — though the activity log shows who changed what, and when

• Email support@tkdsmedia.com from one of your named contacts
• For an urgent problem during a broadcast, use the priority contact route in your order form
• Report security concerns to security@tkdsmedia.com
• Open Help → Tutorials in your Studio for walkthroughs of everyday tasks

Many answers are already in the documentation, written against the Studio as your team sees it — including Troubleshooting a stream.

What to include in a report

• Your platform’s address, and the event, channel, station or page affected
• What you expected, what happened instead, and when — in your platform’s own timezone
• Whether it affects every viewer or only some devices, browsers or apps
• Screenshots, including the stream’s status and bitrate from the monitoring dashboard
• Whether a broadcast is live now, or when the next one starts

Every report gets a severity. You suggest one when you report; we confirm it with you, and change it if the picture changes.

• Critical — our highest priority. We acknowledge quickly, keep working during your cover hours until the broadcast or service is restored or a workaround is in place, and update your named contacts regularly.
• High — worked ahead of everything except critical issues, with updates as progress is made.
• Normal — scheduled into planned work, with an answer or a date for the fix.
• Low — answered in turn. Suggestions are considered for future releases, and appear in What’s New when they ship.

The exact targets for each level are in your order form.

1. 1
   Acknowledge

   We confirm we’re on it, agree the severity with you, and name one person as your point of contact.

2. 2
   Restore

   We work to get the broadcast or service back first — or to a workaround, if that’s faster.

3. 3
   Keep you informed

   Your named contacts get updates at the intervals in your order form, including when nothing has changed.

4. 4
   Explain

   Afterwards we send a written summary: what happened, who and what it affected, what we did, and what we’re changing so it doesn’t happen again.

While we work, keep a reachable person on your side, and don’t change broadcast settings without telling us. The broadcast console password lock is there so those settings don’t change by accident.

Your platform stays current without work on your side, and most improvements arrive without interrupting anyone. When planned work could affect your viewers or your Studio, we:

• Email your named contacts in advance, with the expected window in your platform’s timezone and what will be affected
• Plan around the broadcast windows you’ve shared with us wherever we can
• Confirm when the work is complete

Urgent security or stability work may need shorter notice. We tell you as early as we can, and explain afterwards what was done.

New capabilities and improvements are listed under Help → What’s New in your Studio and in the changelog.

• Keep your named contacts current, including someone reachable during your broadcasts
• Run a test broadcast through your encoder before any event that matters
• Use test mode to try each payment provider before switching it live
• Give staff only the roles and permissions they need
• Keep your payment provider, mail and simulcast destination accounts in good standing
• Tell us ahead of unusually large broadcasts, so we can plan them with you

This framework makes no availability commitment of its own. If your order form includes one, the order form defines it: how availability is measured, what is excluded — such as planned work you were told about, or causes outside the platform like those listed under what support covers — and any remedy that applies.

If an issue isn’t moving the way you need, reply on the support thread and ask for it to be escalated, or use the escalation contacts in your order form. Commercial questions about your service commitments go to sales@tkdsmedia.com.

We may update this framework as our support evolves. An update never reduces the commitments in a signed order form.

• Support: support@tkdsmedia.com
• Security: security@tkdsmedia.com
• Sales and order forms: sales@tkdsmedia.com
• Cairo, Egypt: Zahraa Maadi · Katameya · Kenda Compound · +1 202 555 0147
• Ohio, United States: 2792 Indian Ripple Rd · +1 231 360 0088