Conviva Feature Mapping
| ITEM | DESCRIPTION |
| Conviva Operational Data Platform | The Conviva Operational Data Platform enables access to Conviva data, services, and integrations. |
| Account Containers | The containers (C3 account) assigned by Conviva that hold the selected portion of the metrics and metadata collected by the Conviva Sensors. Customer is supplied 5 Account Containers. To increase traffic segmentation (such as for multiple brands in a larger organization), additional Account Containers are available at the Consumption Rate listed in Table 2. The traffic (based on Viewer Hours for Video or Events for ECO) in all Account Containers will be summed in calculating the Usage Amount for each Consumable Element with a Unit of Measure based on Viewer Hours (or VH or MVH) or Events, respectively. |
| Video | A functionality of the Conviva Operational Data Platform that allows customers to monitor and analyze the video streaming experience of Customer applications through the ingestion of video through the Conviva Sensor. The ingested video data is cleaned, standardized and normalized, thereby providing accurate information about the customer’s streaming service experience.
Video data ingestion is measured in Viewer Hours, where “Viewer Hour” (or “VH”) means each hour of video (including, among other things, live streams, videos-on-demand and ads) consumed by end users (aggregated across all Customer players) and ingested by the Conviva Sensor. “MVH” means one million Viewer Hours. |
| Reserved Capacity | The amount of Capacity purchased or reserved under this Order Form, where “Capacity” is the maximum number of plays consuming video content simultaneously in a calendar month, as measured in peak concurrent plays (or “PCP”). The following additional terms and conditions apply:
• A minimum of 4 weeks advance notice is required if Customer wishes to increase its Reserved Capacity over 4,000,000 PCP. If Customer fails to provide such advance notice, Conviva reserves the right to limit the Reserved Capacity to 4,000,000 PCP. • A minimum of 4 weeks advance notice is required for any events expected to exceed the Reserved Capacity by more than 500,000 PCP. If Customer fails to provide such advance notice, Conviva will make reasonable efforts to support events that exceed such Capacity level, but Conviva shall have no liability for any inability to support a disruption in service due to, or a violation of any service level objective as a result of, such excess Capacity level. |
| Custom Dimensions (Video) | The dimensions for Video that are defined by Customer, which are metadata tags for multi-dimensional analysis and instant filtering across key attributes including, but not limited to, content type, asset, device, app version, ISP, geography, and OS. Custom Dimensions are continuously updated in real-time allowing each dimension to be combined with any number of other dimensions. For example, the inclusion of 40 dimensions allows any combination of the 40 dimensions to be analyzed at any given point in time. Data is stored beginning from the latest minute to the prior 13 months. Custom Dimensions are also used to categorize and view the trends of the top 200 values collected per dimension. |
| Precision | A module of Conviva Operational Data Platform that uses a programmatic method to obtain optimization decisions for service resiliency and operational efficiency through dynamic selection of starting resources for each viewing session. Precision is powered by a flexible business policies engine that continuously measures QoE in real-time on every viewer device. Precision includes the tags required to configure Precision policies. |
| Data Feed (Daily) | A data feed or file, delivered once per day to a single Conviva-approved internal destination, that includes one application-supported data model covering viewer and/or session-level statistics from consumption within the same 24-hour period. Notwithstanding the terms of the applicable agreement governing Customer’s use of the Conviva Services, Data Feeds, including any reports containing all or portions of the Data Feed, provided by Conviva under this Order Form shall not be disclosed or provided to any competitor of Conviva (which is a company or other entity that provides to its customers OTT video metrics, advertising measurement and reporting, or advertising and/or marketing segmentation and activation services, in competition with Conviva). In addition, any third party to whom the Data Feed (or any reports containing all or portions of the Data Feed) is disclosed or provided, as permitted hereunder, shall be required in writing to maintain the confidentiality of the Data Feed under the same or similar terms as those used to protect the confidentiality of Customer’s own confidential information. |
| Real-Time APIs | The daily API call limit of real-time queries by Conviva’s Insights API for real-time monitoring of QoE metrics, engagement analytics, filters, and dimensions. Conviva APIs are for use by Customer only and may not be shared with or used by any third party. |
| Analytics APIs | The daily API call limit of time-based queries by the following Conviva APIs, collectively:
– Insights API: Programmatic access to historical Conviva for Video data including QoE metrics, engagement analytics, filters, and dimensions. – Sessions API: Programmatic access to streaming sessions based on criteria of metrics and/or metadata. – Viewer Module API: Programmatic access to individual viewer session-level analytics from Viewers Module. Conviva APIs are for use by Customer only and may not be shared with or used by any third party.
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| Experience Benchmarks: Tier 1 Report (Monthly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. |
| Experience Benchmarks: Tier 1 Report (Quarterly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. Each quarterly report shall include data from a single month of Customer’s choosing within the applicable quarter. |
| Experience Benchmarks: Tier 1 Report (Single Report) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. |
| Experience Benchmarks: Tier 2 Report (Monthly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. |
| Experience Benchmarks: Tier 2 Report (Quarterly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. Each quarterly report shall include data from a single month of Customer’s choosing within the applicable quarter. |
| Experience Benchmarks: Tier 2 Report (Single Report) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. |
| Experience Benchmarks: Tier 3 Report (Monthly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. |
| Experience Benchmarks: Tier 3 Report (Quarterly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. Each quarterly report shall include data from a single month of Customer’s choosing within the applicable quarter. |
| Experience Benchmarks: Tier 3 Report (Single Report) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. |
| Experience Benchmarks: Tier 4 Report (Monthly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. |
| Experience Benchmarks: Tier 4 Report (Quarterly Subscription) | A report that empowers the Customer to understand global OTT best practices and enhance the Customer’s ability to compete in local regions and seize potential market opportunities through a series of visualized dashboards showing industry medians and benchmarks side-by-side with the Customer’s own data (as applicable). Experience Benchmarks may be ordered on a worldwide or per-country basis, along with premium offerings of additional datasets tailored to specific Customer use cases. Each quarterly report shall include data from a single month of Customer’s choosing within the applicable quarter. |
| Experience Centric Observability (ECO) | A functionality of the Conviva Operational Data Platform that allows customers to monitor and analyze the digital experience of Customer applications beyond video streams through the ingestion of application Events through the Conviva Sensor.
ECO data ingestion is measured in Events, where “Event” means an action, state change, or measurable observation within an end user device and ingested by the Conviva Operational Data Platform. Certain Events are automatically ingested by the Conviva Sensor (“Auto-collected Events”), which also can ingest custom Events. Customer can use the semantic mapper functionality of the ECO to map Events for ingestion to give them semantic business meaning (“Mapped Events”) and to block Events from being ingested (“Blocked Events”). Conviva pricing is based on the number of Auto-collected Events and Mapped Events that are ingested. There is no charge associated with Blocked Events. The following ingestion limits shall apply for each Account Container: a maximum of 60,000 Events per second and 200MB of data per second. Conviva reserves the right to drop Events to avoid exceeding these limits. |
| Self-Defined Metrics (incl Stateful) | A feature of the Conviva Operational Data Platform that allows customers to create specific and useful measurements to track how different combinations of events and actions over time affect the user experience and specific KPIs. These measurements consider factors such as what users do, what an app does, how a device works, the network connection and business logic processes. |
| Custom Dimensions (ECO) | The Dimensions for ECO that are defined by Customer, which are metadata tags for multi-dimensional analysis and instant filtering across key attributes including, but not limited to, app version, device, OS, and network request types. Custom Dimensions are continuously updated in real-time allowing each dimension to be combined with any number of other dimensions. For example, the inclusion of 40 dimensions allows any combination of the 40 dimensions to be analyzed at any given point in time. Data is stored beginning from the latest minute to the prior 13 months. Custom Dimensions are also used to categorize and view the trends of the top 200 values collected per dimension. |
| Viewer Insights | A Conviva Service that provides business managers and executives with a complete view of their viewers including composition, trends, and other factors that drive changes in the engagement by understanding what, where, when and how content and ads are consumed. These insights empower decisions and content management actions that can increase engagement, boost retention, and increase monetization. |
| Data Preload (13 Months) | An option for Viewer Insights to load up to 13 months of historical service statistics into Viewer Insights at the start of the subscription. |
| Audience Module | An add-on module to Viewer Insights that enables standardized measurement across content and ad sessions at multiple high fidelity viewing cluster granularities augmented with 3rd party audience & campaign data. |
| Implementation Services (Essential Lite) | Assistance by Conviva, up to the number of hours indicated in this Order Form, with the implementation lifecycle of the Conviva Sensor on Customer-branded application(s) for streaming media content on a specific device software stack and media player (each, a ”Device Application”). Implementation Service hours may be used to support Customer through planning, integration, validation, launch, upgrade and maintenance of the Conviva Sensor to optimize data integrity of metrics and metadata, and includes access to Conviva’s propriety software tools and related training and workshops. Upgrades and maintenance of the Conviva Sensor include de-bugging and/or re-validations for Device Applications that require updates and/or feature changes to optimize data integrity leveraging Conviva’s best practices. The Implementation Services will be provided remotely by Conviva resources designated by Conviva. Conviva reserves the right to assign the appropriate priority to Device Application validation requests. Customer support requests after the launch of Customer’s Device Application must be submitted to Conviva’s customer support team through the following supported communication channels only: email, the Conviva Customer Support ticketing system, phone, or Slack Connections. The Implementation Services shall be provided until the earlier of consumption of the purchased hours or the end of the Subscription Term. Additional Implementation Services hours must be requested in advance and are subject to Conviva’s approval, scheduling and the Consumption Rate listed in this Order Form. |
| Implementation Services (Essential) | Assistance by Conviva, up to the number of hours indicated in this Order Form, with the implementation lifecycle of the Conviva Sensor on Customer-branded application(s) for streaming media content on a specific device software stack and media player (each, a ”Device Application”). Implementation Service hours may be used to support Customer through planning, integration, validation, launch, upgrade and maintenance of the Conviva Sensor to optimize data integrity of metrics and metadata, and includes access to Conviva’s propriety software tools and related training and workshops. Upgrades and maintenance of the Conviva Sensor include de-bugging and/or re-validations for Device Applications that require updates and/or feature changes to optimize data integrity leveraging Conviva’s best practices. The Implementation Services will be provided remotely by Conviva resources designated by Conviva. Conviva reserves the right to assign the appropriate priority to Device Application validation requests. Customer support requests after the launch of Customer’s Device Application must be submitted to Conviva’s customer support team through the following supported communication channels only: email, the Conviva Customer Support ticketing system, phone, or Slack Connections. The Implementation Services shall be provided until the earlier of consumption of the purchased hours or the end of the Subscription Term. Additional Implementation Services hours must be requested in advance and are subject to Conviva’s approval, scheduling and the Consumption Rate listed in this Order Form. |
| Implementation Services (Scale) | Assistance by Conviva, up to the number of hours indicated in this Order Form, with the implementation lifecycle of the Conviva Sensor on Customer-branded application(s) for streaming media content on a specific device software stack and media player (each, a ”Device Application”). Implementation Service hours may be used to support Customer through planning, integration, validation, launch, upgrade and maintenance of the Conviva Sensor to optimize data integrity of metrics and metadata, and includes access to Conviva’s propriety software tools and related training and workshops. Upgrades and maintenance of the Conviva Sensor include de-bugging and/or re-validations for Device Applications that require updates and/or feature changes to optimize data integrity leveraging Conviva’s best practices. The Implementation Services will be provided remotely by a dedicated Project Manager and a dedicated Implementation Team. Conviva reserves the right to assign the appropriate priority to Device Application validation requests. Customer support requests after the launch of Customer’s Device Application must be submitted to the dedicated Conviva Project Manager through the following supported communication channels only: email, the Conviva Customer Support ticketing system, phone, and mutually agreeable collaboration tools. The Implementation Services shall be provided until the earlier of consumption of the purchased hours or the end of the Subscription Term. Additional Implementation Services hours must be requested in advance and are subject to Conviva’s approval, scheduling and the Consumption Rate listed in this Order Form. |
| Event Support Services | Conviva support services, up to the number of person hours indicated in this Order Form, for a customer OTT video event, such as a live, streaming event, app launch or season premier or finale, including the following services: prior to the event, check setup and configuration of Conviva Pulse portal in preparation to monitor the event; and during the event, actively monitor the event through the Conviva Pulse portal to proactively detect and perform root-cause analysis of event-impacting issues, and be available to address questions regarding proper use and operation of the Conviva Pulse portal. The Event Support Services will be provided remotely by a dedicated Conviva customer support services resource. |
| Support Level: Basic | Standard level of Conviva Support including target response times to Customer-reported incidents as follows: P0 (critical incidents) – target response within 30 minutes; P1 (urgent incidents) – target response within 4 business hours; P2 (moderate incident) – target response within 16 business hours. |
| Support Level: Gold Premium | Premium level of Conviva Support including target response times to Customer-reported incidents as follows: P0 (critical incidents) – target response within 30 minutes; P1 (urgent incidents) – target response within 2 business hours; P2 (moderate incident) – target response within 12 business hours. |
| Support Level: Platinum Premium | Premium level of Conviva Support including target response times to Customer-reported incidents as follows: P0 (critical incidents) – target response within 30 minutes; P1 (urgent incidents) – target response within 1 business hour; P2 (moderate incident) – target response within 8 business hours. |
| Standard CSE | A post-sales services advisor responsible for assisting Customer in implementing and maximizing value of Conviva Services, including on-boarding, training adoption and continued refinement & optimization of how to leverage Conviva Services. |
| Platinum CSE | A post-sales services advisor responsible for assisting Customer in implementing and maximizing value of Conviva Services, including on-boarding, training adoption and continued refinement & optimization of how to leverage Conviva Services, plus providing exclusive insights and feedback with the Conviva product and services teams. |
| Live Event Support (Remote) | The allocation of a Conviva Customer Support specialist who will be available to provide remote assistance with, and active monitoring of, the Conviva Services provided for a Customer live event. A minimum of 14 days advance notice is required for scheduling Live Event Support (Remote); an additional fee may apply if requested less than 14 days in advance. |
| Live Event Support (On-Site) | The allocation of a Conviva Customer Support specialist who will be available on-site to provide assistance with, and active monitoring of, the Conviva Services provided for a Customer live event. A minimum of 14 days advance notice is required for scheduling Live Event Support (On-Site); an additional fee may apply if requested less than 14 days in advance. |