The following Services Specifications Supplement Terms and Conditions are incorporated into each Equipment and Services Agreement executed by Video Guidance.com, Inc., doing business as Pinnaca (hereinafter: “Provider” or “Pinnaca”) and the customer identified in the Services Agreement entered into with Pinnaca (“Customer”).
- Customer Site Preparation Responsibilities.
Customer shall, at its own expense:
Site Preparation. Be responsible for all site-preparation activities required for installation of the Services and any Equipment supplied by Provider. Customer is responsible to provide and install premise cabling and network jacks unless otherwise specified in Services Agreement. Customer shall ensure that appropriate environment conditions are maintained for Provider-supplied Equipment and Customer-supplied equipment used in connection with delivery of Services, and Provider will, upon Customer request, identify such site preparation activities as may be required for installation and provisioning of Services.
Access. Locate and maintain the Equipment so Provider has reasonable access to Equipment at all reasonable times for purposes of installing Equipment and Services and for performing maintenance and repairs.
ISDN Services. ISDN gateway services are included in VG Connect Services. For other Provider services, unless agreed to in Services Agreement, Customer agrees to take total responsibility for ordering local and long distance ISDN services for Services and Equipment. If at any time it is determine that there is an issue with the ISDN network (local or long distance), Customer will be responsible for contacting and working with the carrier(s) to see that the problem is corrected.
IP Network. Provide and configure a working IP network to fully support the Equipment and Services. If at any time it is determined that the IP network is not sufficiently provisioned or configured, Customer will be responsible for obtaining the required services and/or equipment necessary to create a fully functional IP network that can properly support the Equipment and Services.
Notification. Use commercially reasonable efforts to promptly notify Pinnaca of events that may affect the performance of Equipment or Services including, without limitation, power outages, water damage, extreme heat or cold, or any other man made occurrences or acts of God. Following Customer’s notice to Provider of the occurrence of such an event, Provider will determine the need for replacement parts or repairs based on the event and results of testing. In the event partial damage or damage that is not initially apparent voids Equipment warranties and said Equipment needs future replacement, Customer shall be responsible for the cost of replacing said Equipment, and Customer may be responsible for payment of additional support, labor and equipment charges to Provider at mutually agreed rates. Customer acknowledges and accepts that certain portions of the Service may not function in the event of a power failure and if there is an interruption in the power supply, such portions of the Service will not function until power is restored. Customer shall notify Provider in advance of: (i) any changes at or to the Service point of demarcation that may affect the Services; and (ii) any software or hardware configuration changes proposed to be made to Equipment or to Customer network used to deliver the Services, and (iii) any moves, additions, changes or modifications to Equipment or network requested by Customer.
Illegal Use Refrain from using the Services or permitting any use of the Services which is illegal, unlawful, or harassing, or which infringes upon another’s intellectual property rights and Pinnaca shall not be responsible for any such misuse of the Service. Customer will promptly notify Pinnaca if it becomes aware at any time of a violation of this provision. Customer is liable for all use of the Service, and any stolen or fraudulent use of the Service.
Network Security Be solely responsible for the security of its network. Pinnaca does not supply features or capabilities to detect, deny, or hinder in any way others from trying to gain access to Customer’s network. Customer shall ensure reasonable security practices are implemented with respect to Customer’s network that interfaces with Provider’s network.
Previous Service Be responsible for canceling any prior-existing services that will be replaced by the Pinnaca Services.
- VG Connect Services
Pinnaca will notify Customer when the installation of Equipment and Services are completed. Upon such completion, Provider and Customer shall review the tests indicating that installed Equipment and Services are operational and following such review, Customer shall sign an acceptance form indicating Customer’s acceptance of the Equipment and Services.
Provider’s Responsibility for VG Connect Implementation and Support Pinnaca will perform the work described below, at the fee specified in the Equipment and Services Agreement.
Discovery and Design Provider will conduct a discovery and design session to understand Customer’s existing technology environment, to design the new solution, and to plan an integration project to turn-up the Service at the Customer location(s). Customer discovery and design session(s) should not exceed 10 hours in aggregate.
Network Equipment Installation Provider will configure and install the Equipment listed in Services Agreement Schedule at Customer’s location(s).
Video Project Management, Installation and Setup Provider will project management the installation of the Equipment and Services purchased in Services Agreement Schedule.
Training Provider will conduct up to 1.0 hour of training per desktop and 2 hours of training per conference room systems. Training will consist of site administrator and end user training. Training will include the operation of the video equipment, scheduling process, the conferencing services provided and the best practices of using video. Customer will be responsible for coordinating training location, user attendance and timely communicating those details with Provider. Customized training sessions are available upon request for a fee.
Service Support Pinnaca will provide Helpdesk technical support to Customer. Helpdesk technical support services will be available 24-hours per day every day for the Equipment and Services purchased by the Customer and will consist of the following: (i) remote troubleshooting support; (ii) administer remote moves, adds and changes (provided that Customer is responsible to pay all charges for additional Equipment or Services); (iii) automated notification and escalation procedure for Customer trouble tickets; and (iv) assistance with escalating problems to the equipment manufacturer. In the case of problems with the Equipment or Services, Provider’s staff will engage Customer to isolate the issue, determine the problem and work toward resolution. Provider’s support staff will have remote access capabilities into Customer’s network to access system components.
Bridging Services Pinnaca provides conferencing and bridging support services 7 days a week, 24 hours a day. For bridging support service calls outside of the 5 business days from 7:00AM CT to 7:00PM CT, Pinnaca requests customers to pre-schedule the conference call no less than 6 hours prior to the call. Bridging support services purchased by the Customer will consist of the following: (i) bridging and network management; (ii) conferencing support services (reservation, confirmation, site pretesting, meet and greet, connects and disconnects, continuous presence, call monitoring, and viewing options); (iii) live assistance; (iv) Conference reporting; and (v) in-conference problem resolution.
Desktop Service Setup and Installation Mobile desktop does not include camera. Installation includes up to 1 hour for Mobile Desktop of design, configuration, installation and training, a license (if applicable), desktop feature and VCS Expressway setup. Installation does not include any major customization of cabling, advanced systems or network design.
Monthly Recurring Fees Unlimited Pt to Pt (IP and ISDN) calling up to 768k per desktop. International ISDN will be priced by minute by country. Monthly recurring fees include desktop equipment support and maintenance, technical helpdesk support, service SLAs, and the ability to access conferencing calling services. Charges include the on-going ability for locations outside of Customer’s private network or customers to register with Pinnaca’s VCS Expressway allowing for Point to Point and multi-party calling.
Mobile Desktop: Includes a user account with one registered and supported device.
Desktop and Room System Service – Gateway Registration Only:
Setup Fee: Includes endpoint configuration and VCS Expressway setup. Installation does not include any major customization of advanced systems or network design.
Monthly Recurring Fees: Charges include the on-going ability for locations outside of customer’s private network or customers to register with Pinnaca’s VCS Expressway allowing for Point to Point and multi-party calling. Unlimited Pt to Pt (IP and ISDN) calling for up to 768k per endpoint. International ISDN will be priced by minute by country.
vRoom: Either a 6 or 8 port “self-scheduling” virtual video room allows for multi-party video conferencing. vRooms do not include VG Connect conferencing support services but includes call assistance, if required. vRoom also includes offsite bridging redundancy, bridging management bridge software upgrades, multi-rate conversion and firewall transversal support. vRooms also include 2 audio ports.
Scheduled vRoom: Either a 10 or 12 port virtual video room allows for multi-party “scheduled” video conferencing. vRooms do not include VG Connect conferencing support services but includes scheduling service and call assistance, if required. vRoom also includes offsite bridging redundancy, bridging management, bridge software upgrades, multi-rate conversion and firewall transversal support.
Video Bridging and Conferencing Services
Managed Video Bridging and Conferencing Services: A full service, no hassle bridging and conferencing support solution that includes reservation, confirmation, site certification, conference pretesting, Meet, Greet and Guide, flexible viewing options, conference connects/disconnects, call/meeting monitoring, dial-out/dial-in, multi-party conversion, continuous presence, reporting, event management, in-conference problem resolution, audio add-on and recording services. The bridging service includes handling video calls up to 768k, offsite bridging redundancy, network options, bridging management, bridge software upgrades, multi-rate conversion and firewall transversal support. Total hours will be cumulated each month and rounded up to the nearest hour.
Video Conferencing Service – Customer Provided MCU: This conferencing service offers reservation, confirmation, site certification, conference pretesting, Meet, Greet and Guide, flexible viewing options, conference connects/disconnects, call/meeting monitoring, dial-out/dial-in, multi-party conversion, continuous presence, reporting, event management, in-conference problem resolution, and audio add-on for a Customer owned premise-based MCU solution. Total hours will be cumulated each month and rounded up to the nearest hour.
Scheduled Video Bridging with “Meet and Greet” Conferencing Services: A service that offers a no hassle video conferencing setup. The service includes reservation, confirmation, “Meet, Greet and Guide”, flexible viewing options, dial-out/dial-in, multi-party conversion, reporting, audio add-on and recording services. The bridging service includes handling video calls up to 768k, offsite bridging redundancy, network options, bridging management, bridge software upgrades, multi-rate conversion and firewall transversal support. Total hours will be cumulated each month and rounded up to the nearest hour.
VG Connect Neighboring Services
Gatekeeper Neighboring: Customers can be provided an ongoing connection to all internal endpoints for access to locations outside of their private network (IP) via our Gatekeeper.
ISDN Neighboring: Customers can be provided an ongoing connection to all internal endpoints for access to locations outside of their private network (ISDN or IP). Unlimited connection and duration per month over IP networks. IP to ISDN connections usage pricing apply to International locations.
Firewall Traversal: Pinnaca’s solution helps extend the benefits of video conferencing investments to Customer’s external users over multiple protocols with full feature functionality. Firewall traversal service provides secure connectivity pathways between enterprise networks and remote sites.
VG Connect Infrastructure Services
Communication Server: Installation and setup fees include the installation, testing, configuration and documentation of the communication server. The monthly recurring fees comprise of support, monitoring, warranty and management of the communication server including Moves/Adds/Changes, system configurations and software upgrades, equipment support, technical helpdesk support and service SLAs.
Video Management Server: Installation and setup fees include the installation, testing, configuration and documentation of the video management server. The monthly recurring fees are comprised of support, monitoring, warranty and management of the video management server including Moves/Adds/Changes, system configurations and software upgrades, equipment support, technical helpdesk support and service SLAs.
- MeetingSpace, WorkSpace and vRoom Services
Pinnaca provides its services including any new features, software and mobile applications, subject to the following Terms of Service. We reserve the right, at our sole discretion, to change or modify portions of these Terms of Service at any time without further notice.
Services Description: The Services are designed to allow users to communicate by video conference from multiple platforms and services.
Service Obligations: VG Connect WorkSpace services are sold to individuals for use only under the terms of the service below. These services are granted to individuals to use the application on any specified device that they own or control. Individuals may not rent, lease, lend, sell, or re-distribute the service.
By using these services, an individual accepts these terms:
Before use of the service, a Named User Account will be assigned to a device or to one individual, the “User” device or the “Named” user’s account, assigned to an individual person.
A Named User Account is limited to one individual user. The service permits usage by only the “Named” individual and they may install and use the service across devices they use for their own personal use. Only one individual is allowed to use the service at the same time. The Named user can create coSpaces for their use. The Named user needs to be a participant in any coSpace meetings created by Named user. The application is not intended for Named users to create coSpaces for others to use without their participation.
The single Named user of the service may access and use the software installed on the device remotely from any other device. They may allow other users to access the service and/or coSpaces to join multi-participant meetings. They do not need additional service accounts for this access. No other person may use the service under the same Named User Account at the same time for any other purpose. Pinnaca reserves the right to perform audits of the service’s usage to check adherence to these service obligations.
You may be required to register with Pinnaca in order to access and use certain features of these Services. If you choose to register for these Services, you agree to provide and maintain true, accurate, current and complete information about yourself.
Member Account, Password and Security: You are responsible for maintaining the confidentiality of your password and account, if any, and are fully responsible for any and all activities that occur under your password or account. You agree to (a) immediately notify Pinnaca of any unauthorized use of your password or account or any other breach of security. Pinnaca will not be liable for any loss or damage arising from your failure to comply with this Section.
Modifications to Service: Pinnaca reserves the right to modify the Services (or any part thereof) with or without notice. You agree that Pinnaca will not be liable to you or to any third party for any modification of these Services.
Equipment: You will be responsible for obtaining and maintaining any equipment and ancillary services (including the payment of any additional fees therefore) needed to connect to, access or otherwise use the Services, including, without limitation, video-enabled devices, video communication services, modems, hardware, servers, software, operating systems, networking, web servers, internet and telephone service.
Mobile Services: The Services includes certain services that are available via a mobile device, including (i) the ability to transmit content to the Service via a mobile device, (ii) the ability to browse the Service from a mobile device and (iii) the ability to access certain features through an application downloaded and installed on a mobile device. To the extent you access the Service through a mobile device, your wireless service carrier’s standard charges, data rates and other fees may apply.
User Conduct: You are solely responsible for all video, images, information, data, text, software, music, sound, photographs, graphics, messages or other materials that you stream, upload, post, publish, display, transmit or email or otherwise post or use via the Service. Pinnaca reserves the right to investigate and take appropriate legal action against anyone who, in Pinnaca’s sole discretion, violates appropriate use conduct, including without limitation, blocking or removing the offending content from the Service, suspending or terminating the account of such violators and reporting you to the law enforcement authorities.
Commercial Use: Unless otherwise expressly authorized by Pinnaca, you agree not to display, distribute, license, perform, publish, reproduce, duplicate, copy, create derivative works from, modify, sell, resell, exploit, transfer or transmit for any commercial purposes, any portion of the Service, use of the Service, or access to the Service.
Third Party Material: Under no circumstances will Pinnaca be liable in any way for any content transmitted by third parties or at the direction of users, including, but not limited to, for any errors or omissions in any content, or for any loss or damage of any kind incurred as a result of the use of any content transmitted or emailed via the Service. You agree that you must evaluate, and bear all risks associated with, the viewing or use of any content, including any reliance on the accuracy, completeness, or usefulness of such content.
User Content Transmitted Through the Service: You are solely responsible for the content and other materials you transmit through the Service or share with other users or recipients.
VG Connect WorkSpace Desktop and Mobile Services are cloud-based solutions that provide video and audio collaboration services securely and reliably.
Encryption: – Our platform uses AES-128 Encryption for standards-based (H.323/SIP) video conferencing systems and for WebRTC. AES-128 is an industry standard and is supported by most modern video endpoints. It provides end-to-end secure encryption services for video conferencing.
The Advanced Encryption Standard is used worldwide for the encryption of electronic data and is used by the US government to encrypt secret documents. It supersedes previous standards. More specifically, the VG Connect WorkSpace platform supports AES-CM 128-bit and 256-bit ciphers with SHA1-80 or SHA1-32 authentication.
This document covers three different use scenarios
WorkSpace clients (IOS and PC)
Standards-Based Video Conferencing Systems (H.323 and SIP)
WorkSpace IOS and PC Clients
For the WorkSpace IOS and PC clients the following ports need to be allowed OUTGOING only from your environment
- XMPP server 220.127.116.11
5222 TCP – XMPP over TLS
- TURN server 18.104.22.168
3478 UDP – STUN Signaling + Tunneled Media
50,000 – 51,000 UDP – Media (Optional for best performance)
WorkSpace WebRTC client
If you have a compatible WebRTC browser (Chrome), allow the following OUTGOING ports 1.
- Web Server 22.214.171.124
80 TCP – HTTP
443 TCP – HTTPS
- TURN server 126.96.36.199
3478 UDP – STUN Signaling + Tunneled Media
Standards-Based Video Conferencing Systems
In order to use your H323/SIP video conferencing devices as part of our cloud services, you must allow inbound calls. Call traffic will come from our TURN server at 188.8.131.52.
Account Creation and Management Policy:
Pinnaca adheres to strict Account Creation and Management Policies.
Only the Pinnaca Sales Engineers and the Director of Operations have access to create and manage the system. This provides customers with extra security by purposely limiting access to the management system.
Strict/Complex Password Policies are enforced on the system to provide customers with passwords that are not generic or unsafe in nature.
The Account Management system is not exposed to the Internet. It resides on a specific VLAN on the VG Connect Cloud network and is protected behind a firewall.
Security benefits of VG Connect WorkSpace;
There are no default credentials on the system and physical access is required to perform a credential reset using a protected Reset button.
- There are no manufacturer-facing backdoors; that is, there are no secret passwords or keys which the manufacturer retains.
- Password hashing conforms to the US Federal standard.
- A separate physical out-of-band interface is used for management.
- By default, the platform uses TLS to protect signaling and SRTP to protect media.
- Web services default to using HTTPS with redirect from HTTP.
- There are no plain-text configuration protocols in use, such as telnet and FTP.
- TLS connections require certificate authentication. This is enabled between the VG Connect WorkSpace platform and external devices (such as a Lync server), and is also used internally
- All data on the VG Connect WorkSpace platform is encrypted at rest using 192-bit AES encryption.
- VG Connect WorkSpace users require password authentication to access the system.
- coSpaces (meeting rooms) on the platform can be password protected.
- On-screen visual indication of audio-only participants.
- On-screen indication of “encrypted” participants. VG Connect WorkSpace clients always encrypt media and also display an encryption indicator in the Call info pane in the Call view.
- Standards-based Video Systems use their normal encryption indicators to indicate that their call path is encrypted.
- ONE CALL Program
The ONE CALL Professional Services program will include any deliverable(s) identified in the Agreement’s SOW or Schedule plus the following deliverables.
Pre-sale Involvement with Customers Pinnaca will be available during the design stage to ensure that your videoconferencing system meets your needs. The design will include, but is not limited to, site surveys, network designs and requirement recommendations.
Project Management Project management will begin with a hand-over meeting with the entire team to discuss the timeline of the project and scope of the work, and continues throughout your relationship with Pinnaca.
Installation Pinnaca will provide a turn-key installation from equipment ordering to training the end users to ensure that each system is installed properly to utilize all functions.
Training Unless otherwise noted, in the Agreement’s Schedule or SOW, End User, administrator and technical training are standard with all ONE CALL agreements. Training includes user guides, internal promotional material, user surveys and evaluation forms.
Reporting ONE CALL provides reporting solutions for customer’s visual communications applications. Pinnaca provides a base set of reporting capabilities for ONE CALL customers.
- ONE CALL Support Program
ONE CALL Support program (for video conferencing equipment, displays, manufacturer’s cabling, camera, microphones and touch panels) includes:
- 24 hour Helpdesk support.
- An equipment maintenance and warranty program
* Replacement codecs are sent to customer before receiving defective products; parts arrive to Customer next day.
* Equipment replacements ship from Pinnaca by 4:00PM CST will arrive at Customer location next day.
* LifeSize must be shipped by 2:00PM CST to arrive within 24 days.
* Pinnaca will repair equipment for free while covered under a ONE CALL plan.
* Pinnaca will coordinate a manufacturer’s on-site technician for repair or swap out of displays.
* During manufacturer warranty period, Pinnaca will cover all Equipment repair costs.
* Pinnaca will remotely diagnose all issues. If an on-site visit is determined to be necessary by Pinnaca, upon Customer’s approval, a technician will be deployed on-site. All travel expenses and labor charges associated the travel will be charged to customer per Pinnaca’s travel policy.
- Pinnaca will support the Customer with configuration of all network settings on the video conferencing codec.
- Pinnaca will provide Customer with manufacturer recommended settings for network devices to support video conferencing applications. For an additional cost, Pinnaca will team with a technology network partner to provide consulting services for analyzing a Customer’s network and providing a clear outline for proper network configuration to support video conferencing applications.
- Manufacturer escalation and management.
- Industry updates and new software releases.
- Continuous training sessions.
- User guides, internal promotional material, user surveys and evaluation forms.
- Interoperability testing with various industry standard devices and software releases.
- Monthly technical bulletin via email.
- Standard configuration changes will be processed.
- ONE CALL Plus Support Program
Pinnaca’s ONE CALL Plus program offers, in addition to the deliverables in the ONE CALL Support Program, complete management of a Customer’s infrastructure, including end points, gateways, bridges, management systems, etc. The deliverables of the ONE CALL Plus program include:
Proactively monitoring endpoints and infrastructure – With the appropriate access to Customer’s equipment, Pinnaca will configure a management tool to monitor your equipment for hardware failure, network failure and other system error messages. Pinnaca will proactively address issues, reducing the amount of downtime and ensuring the highest availability of these resources.
Continuous capture and backup of system configuration settings – Pinnaca will monitor each device and capture system configuration settings, and store them in a secure location. In the event of a failure/outage, Pinnaca will replace hardware and upload the latest configuration settings, allowing your users to get back on line with the shortest amount of downtime.
Assisting with Moves/Adds/Changes – Pinnaca will remotely make all configuration and programming moves / adds / changes required on a daily basis. Provided with secure, direct access to each device, Pinnaca will work under Customer’s direction to change, enhance and enable the settings.
Continuously testing/verifying software and pushing it out to your devices – On a monthly basis, Pinnaca will work with various manufacturers to test and verify new software revisions. Once software has been validated, Pinnaca will communicate with each Customer to determine an upgrade and testing process that does not create downtime for the end users.
Preparing reports that can provide feedback on utilization – Pinnaca will work with Customer to define the reports Customer would like to receive on a monthly or quarterly basis. These reports can provide Customer with insight to helpdesk issues, endpoint utilization and bridging utilization.
Global Address Book Management– Pinnaca will maintain Customer’s global address book as it pertains to video users.
- ONE CALL A/V Support Program
Pinnaca’s ONE CALL A/V program offers complete management of a Customer’s audio and video infrastructure, including controllers, displays, cabling, programming, touch-panels and specialized application systems. The deliverables of the ONE CALL A/V program are:
- Warranty to replace or repair equipment including displays.
- Proactive testing and continuous user training is available upon request.
- Touch Panel optimization that includes button re-labeling and location changes, button additions that do not require physical installation,
H/W or licensing, color and source priority changes, updated training materials and additional training sessions for end users.
- Pinnaca will perform a free annual assessment / tune-up that will include testing all system components, update system documentation, replace lamp(s), if necessary, check and clean all filters and input/outputs, and review past year service tickets.
- On-site support for 2 site visits and unlimited remote service per year per location.
- Labor and trip charges apply to on-site support after 2 site visits or 8 hours of service per year per location.
- Expedite replacement of equipment from manufacturers.
- One lamp replacement per year (if required).
- Travel expense are not included in the ONE CALL A/V Support Program. Actual travel expenses will to charge for onsite support.